Frequently Asked Questions
WHAT ARE OUR DELIVERY METHODS?
Our deliveries are sent securely with a courier service and a signature will be required upon delivery.
WHO CAN SIGN FOR MY DELIVERY?
Any adult recipient at the shipping address can sign for delivery.
WHAT PACKAGING WILL MY DE BEERS JEWELLERY ARRIVE IN?
Your De Beers jewellery will be presented in a De Beers Box with our signature ribbon. The packaging that your order is delivered in has no branding of De Beers Jewellers for your peace of mind.
CAN I REQUEST A SPECIFIC TIME SLOT FOR DELIVERY?
At this time we are unable to faciltate time slot delivery.
WHEN CAN I EXPECT DELIVERY OF MY ONLINE ORDER?
Expeceted delivery is calculated at the time of placing your order based on the location of the piece you're purchasing. Please allow an additional 7-14 working days for customised engraving orders, with the exception of Macau which will take up to 1 month.
I MISSED MY DELIVERY, HOW DO I RE ARRANGE DELIVERY?
Please contact our Client services to faciliate a re-delivery, alternatively you may contact the courier directly to re-arrange delivery on a day most suitable for you.
CAN I PLACE AN ORDER FOR DELIVERY BY TELEPHONE?
We will be delighted to advise you over the phone. To ensure maximum security, however, the purchase cannot be made over the phone and must be made through the website.
ORDER PICK UP
CAN I COLLECT IN STORE?
We will be delighted to welcome you to one of our stores to collect your online order. Simlpy select 'collect in store' during secure checkout. You will receive an email confirmation when your order is ready for collection. Please bring your order confirmation and a valid photo ID upon collection. Please not that stores that are unable to accomodate online order collection include London Selfridges, London Harrods, Paris Printemps, Paris Galeries Lafayette, Moscow Petrovka, Moscow Vremena Goda, Manama Moda Mall, Kuwait, Riyadh, Seoul Avenuel Lotte, Seould Lotte World Tower, Almaty, Kuala Lumpar, Chevy Chase Saks, Toronto and Vancouver.
CAN SOMEONE COLLECT ON MY BEHALF?
If you would like someone to collect your order on your behalf, please contact Client services stating your order number and the name of the person. For security, the nominated person must present a copy of your order confirmation and their valid photo ID upon collection.
HOW LONG WILL YOU HOLD MY ORDER?
We will hold your order in store for 14 days, after which we will return your order and process a refund. Please contact Client services if you wish to extend the 14 days.
HOW DO I MODIFY / CANCEL MY ORDER?
If you wish to amend or cancel your order, please contact client services quoting your order number for assistance.
HOW DO I TRACK MY ORDER?
You will receive a tracking number in your dispatch confirmation email. If you have any concerns please contact Client services for assistance, quoting your order number.
CAN I RETURN OR EXCHANGE AN ITEM I PURCHASED ONLINE?
Should you wish to exchange or return your purchase, you can do so within 30 days of receiving your order. We kindly ask that any items are returned to us in their original condition. Please contact Client services quoting your order number to arrange your exchange or return and complimentray collection. Please note that customised items may not be exchanged or returned.
CAN I RETURN MY ORDER IN STORE?
Online orders can be returned in store with the exception of Vancouver Alberni St, Toronto CF Sherway Gardens, Moscow Petrovka, Moscow Vremena Goda, Manama Moda Mall, Kuwait, Riyadh, Seoul Avenuel Lotte, Seould Lotte World Tower, Almaty, Kuala Lumpar and Chevy Chase Saks. Our Brand Ambassadors will inspect any returned items in store in order for us to process the return.
CAN I EXCHANGE MY ORDER IN STORE?
Online orders can be exchanged in a selection of stores within 30 days of receipt. Please contact Client services ahead of your visit to ensure the availability of the item you want to exchange your order for. Please note that stores that are unable to accomodate exchanges include London Selfridges, London Harrods, Paris Printemps, Paris Galeries Lafayette, Moscow Petrovka, Moscow Vremena Goda, Manama Moda Mall, Kuwait, Riyadh, Seoul Avenuel Lotte, Seould Lotte World Tower, Almaty, Kuala Lumpar and Chevy Chase Saks, Vancouver Alberni St, Toronto CF Sherway Gardens.
HOW CAN I FIND OUT WHAT RING SIZE I NEED?
Please contact Client services to request a complimentray ring sizer. Please note that our ring sizer acts as a guide and is not as accurate as being measured in person. If the size is not quite right once you receive your ring, our client services will be happy to assist. We can either offer an exchange or complimentary re-sizing service at any of our stores within the first three months of purchase (subject to the style and country of your purchase).
IT'S A SURPRISE, WHAT IF THE SIZE ISN'T RIGHT?
If you plan on purchasing a ring as a surprise, we recommend contacting Client services to request a complimentray ring sizer and follow the instructions to measure the recipient's ring size. Please note that our ring sizer acts as a guide and is not as accurate as being measured in person. If the size is not quite right once you receive your ring, our Client services will be happy to assist. We can either offer an exchange or complimentary re-sizing service at any of our stores within the first three months of purchase (subject to the style and country of your purchase).
WHAT IS THE DIFFERENCE BETWEEN WHITE GOLD AND PLATINUM?
White gold is rhodium plated to protect and brighten the white gold beneath it. Platinum in comparison, is a lot stronger than gold, making it ideal for engagement rings and wedding bands that are worn every day.
WILL DE BEERS RESET A DIAMOND I HAVE INTO A DE BEERS SETTING?
Each De Beers diamond is hand-selected and our combination of diamonds and designs ensure that your piece of jewellery captures the utmost Fire, Life and Brilliance. As a result, we refrain from using diamonds that have not been selected by De Beers in our settings as we are unable to guarantee the same level of brilliance in your finished piece, or the provenance of the diamond.
CAN MY RING BE RESIZED?
If the size is not quite right once you receive your ring, our Client services will be happy to assist. We can either offer an exchange or complimentary re-sizing service at any of our stores within the first three months of purchase (subject to the style and country of your purchase).
CAN MY JEWELLERY BE ENGRAVED?
Engraving a name and a date on any diamond engagement ring or wedding band represents the perfect individual touch and we are happy to undertake this initial engraving at no extra cost. It is also possible to have any of our diamond jewellery designs engraved with a personal message where space allows. Please allow an additional 7-14 working days when placing an online order with engraving with the exception of Macau which can take up to 1 month.
WHERE IS MY CLOSEST STORE?
Please refer to our online store locater to find a store near you. If we are not conviently located to you, our Client services will be delighted to help explore shipping options for you.
DO I NEED AN APPOINTMENT TO VISIT A DE BEERS STORE?
No, please feel free to visit any of our stores at a time most suitable for you. However, requesting an appointment with one of our Brand Ambassadors will guarantee you with a perfectly tailored service free from interruptions. Please visit 'Book an appointment' to request your preferred time and date with your most convenient store.
WHAT CAN I EXPECT DURING MY VISIT?
Whether shopping for yourself or someone else, our knowledgable Brand Ambassadors will provide all the guidance and information you need and present you with all suitable options within your budget.
WHAT SETS DE BEERS APART FROM OTHER JEWELLERY BRANDS?
De Beers is the world’s pioneer of diamond perfection, guiding individuals on their personal journey of discovery. Many of our initiatives have helped to shape the industry as a whole, particularly in regards to diamond quality, and today, we continue to innovate. We select the world’s most beautiful diamonds, inspiring our designers to take nature’s works of art and create pieces that are aesthetically exciting and symbolically meaningful.
HOW DO DE BEERS JEWELLERS SOURCE THEIR DIAMONDS?
De Beers Jewellers hand selects each and every polished diamond at the De Beers Institute of Diamonds in London. All the diamond our experts select are strictly Kimberley Process compliant and are chosen for their exceptional Fire, Life and Brilliance.
HOW DO I KNOW THAT MY DIAMOND IS ETHICALLY SOURCED?
Our stringent sourcing procedures, selection processes and certification requirements mean we can make a confident declaration to you that the diamonds in every piece of De Beers jewellery are ethically produced and 100 per cent conflict-free. Each piece of De Beers diamond jewellery is accompanied by a Certificate of Authenticity, guaranteeing that it has been produced from responsibly sourced, conflict-free diamonds, ensuring that De Beers honours the social, ethical and environmental expectations shared with its customers. We are a certified member of the Responsible Jewellery Council, a not-for-profit organisation whose members are committed to protecting and promoting ethical, social and environmental practices.
WHERE IS YOUR JEWELLERY MADE?
We select only the most skilled artisans to craft our jewellery and have undertaken extensive global searches of ateliers to ensure that only the finest workshops are selected. Our jewellery is crafted in a number of different countries around the world as a result of the superior skill sought by De Beers Jewellers for the craftsmanship of their designs.
WHAT ARE WE DOING TO PROTECT THE ENVIRONMENT?
De Beers Group is committed to creating a positive lasting legacy that will endure well beyond the recovery of its last diamond. This commitment is called Building Forever, and it contains four pillars, one of which is Protecting the Natural World. We are committed not just to minimising our footprint, but to ensuring that, overall, we have a positive impact on nature to protect it for generations to come, by preserving biodiversity and water, and by taking bold and innovative steps to address climate change and its effects.You can learn more about De Beers Group’s ongoing Building Forever initiatives at www.debeersgroup.com/buildingforever. (link)
WHAT IS DE BEERS JEWELLERS’ BRAND ORIGIN?
De Beers Jewellers was formed in 2001.You can learn more under The De Beers Story. (link)
WHAT IS THE DIFFERENCE BETWEEN DE BEERS GROUP AND DE BEERS JEWELLERS?
De Beers Group is the world’s premier diamond mining company. De Beers Jewellers is the retail diamond jewellery brand.
HOW ARE DIAMONDS FORMED?
Natural diamonds are one of the oldest and rarest of nature’s treasures you can own. Formed through intense heat and pressure in the earth’s mantle between 720 million and 3.5 billion years ago, they are older than some of the stars in the sky. You can learn more about this under Natural Diamonds. (link)
WHAT ARE THE 4CS?
To simplify the subject of diamond grading, the 4Cs relate to cut, colour, clarity and carat weight - a universal language that was established with the Gemmological Institute of America (GIA) and introduced to the public by De Beers. The combination of these factors determines a diamond`s relative rarity and value. You can learn more about this under The 4Cs. (link)
WHICH OF THE ‘CS’ IS THE MOST IMPORTANT?
While the cut is the only one of the 4Cs that isn’t determined by nature, it’s potentially the most important, such is its impact on brilliance and sparkle. This is why it’s possible for a well cut diamond to command a higher value than one that is slightly larger or of a rarer colour. You can learn more about this under The 4Cs. (link)
WHY ARE COLOURED DIAMONDS MORE EXPENSIVE?
It has been estimated that only one in every 10,000 natural diamonds is classed as a fancy colour diamond. Described in the spectrum of light to vivid, coloured diamond are created by the chemistry and forces of nature that are highly infrequent and therefore extremely rare. You can learn more about this under Fancy Colours. (link)
WHAT MAKES A DIAMOND A DE BEERS DIAMOND?
Each De Beers diamond is meticulously hand-selected by the De Beers Institute of Diamonds in London. Our experts choose them for their beauty and their exceptional Fire, Life and Brilliance. Every De Beers diamond is microscopically branded with a ‘De Beers Marque’ – a De Beers logo and unique diamond number. Completely invisible to the naked eye, this etching ensures that each diamond will retain its identity as an official De Beers diamond and does not in any way affect the carat weight, colour or clarity grading. The diamond’s unique number is also logged in the De Beers Register of Diamonds. When you purchase your diamond jewellery from De Beers, your details we be held within the De Beers Register to ensure that if ever your jewellery is lost and found, we are able to trace it back to yourself. We are delighted that this process has previously successfully reunited several of our clients with their valuable and sentimental piece of jewellery.
WHAT IS THE DE BEERS IRIS?
The De Beers Iris is a unique demonstrator that allows our customers to see a diamond through the eyes of an expert. Glimpsing into the core of a diamond to see each microscopic facet perfectly reflecting light, every De Beers Jewellers’ customer has the opportunity to see the beauty of their round brilliant diamond for themselves with our proprietary technology. Each store is equipped with the De Beers Iris.
WHAT CERTIFICATION WILL MY DIAMOND COME WITH?
All diamonds above 1carat and some coloured diamonds below this weight are accompanied by a GIA certificate. From 2012 onwards all De Beers diamonds, above 0.20 carat, are provided with a DB Grading Report. All De Beers Jewellers purchases are sold with a Certificate of Authenticity.
WHAT IS THE DE BEERS AFTER SALE SERVICE?
When you buy De Beers jewellery, a very special journey begins, one that is set to last a lifetime. This is why when you make your purchase, we make a service commitment to you. As part of our complimentary After Sales Service, we are delighted to offer you the opportunity to have your diamond jewellery meticulously cleaned in one of our stores. This service also includes a professional polish, as well as an advised annual inspection of the diamonds and their settings.
HOW SHOULD I PROTECT MY DE BEERS JEWELLERY?
We advise that you always store your jewellery in the original packaging or soft pouch provided. Please keep pieces separately to avoid damage. When dressing, jewellery should always be put on last and taken off first. To maintain the integrity of the diamond settings of De Beers jewellery, we advise each piece is inspected annually on a complimentary basis. This service checks for any signs of damage to the settings that may have been sustained through wear. Any suggested remedial work will help to ensure the continued beauty and longevity of the piece.
HOW SHOULD I CLEAN MY DE BEERS JEWELLERY?
For ultimate radiance a diamond must be clean. We offer to clean every piece using both ultrasonic and steam systems as a complimentary service in store. To remove grease from your diamond at home, we recommend gently washing it with hot water and washing-up liquid. When doing this, please be sure to first secure the sink or use a bowl. Dry your jewellery with a cotton or linen towel before using you De Beers Polishing Cloth for a sparkling finish. De Beers also offers Instant Diamond Brilliance wipes to touch up your jewellery at home.
WHICH PAYMENT METHODS DO YOU ACCEPT FOR ONLINE PURCHASES?
We accept all major card payments.
CAN I SHARE MY WISHLIST?
You can save and share your De Beers wishlist by simply creating an online account at DeBeers.com.
WHY SHOULD I CREATE AN ACCOUNT?
By creating a De Beers online account, you will be able to keep record of your order history, wishlists, favourites, contact details and you also have the option to sign up to our email newsletter.