Customer Care

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customer service

Lifetime Manufacturer Warranty

Each piece of jewellery is manufactured to the highest standards of quality and craftsmanship, and undergoes a series of quality control tests and inspections to ensure it is free from manufacturing defects. If you believe there is a problem with your item, you can send it to us for inspection. In the event of a manufacturing defect, your item will be repaired free of charge.

Complimentary Cleaning & Inspection

We offer a complimentary service which includes cleaning, polishing, rhodium plating as well as checking the security of the prongs for replacing or tightening. It is recommended that you have your item cleaned and inspected once a year.   

Conditions & Exclusions

Our warranty does not cover any damages as a result of normal wear and tear or negligence, including but not limited to stone discoloration or damage, loss of stone, product loss or theft.

Free Ring Resizing

All of our rings except our full-eternity rings may be resized free of charge at our manufacturing facility if they are within +/- 2 US sizes. Making fees for a new ring may be applicable in cases where the difference is greater than 2 sizes.

Free Engraving

Many of our items can be engraved with your own personalised message (up to 20 characters in length) in block or script font. We offer this service free of charge with any purchase.

Expedite Service

Orders required sooner than the listed delivery date on our website may be available for expedited production. Please contact us for more information as time frames may vary by design.

Personalised Service

At Diana Jewellery, we enable you to shop online or even create your very own item through our personalised service where you can deal directly with our team of jewellery specialists. We are happy to guide you through the entire purchasing process whether by email, phone or in person so that you are completely satisfied with your selection.

*Shipping charges may apply. Please refer to our Shipping Policy.

hassle-free shipping

Domestic Shipping

We offer free delivery within the United Arab Emirates. For security purposes, all deliveries must be made to a physical address such as a home or business address and not a P.O. Box.

International Shipping

All international orders are shipped by courier and are securely packaged and insured for their full value while in transit from Diana Jewellery to your final address. For security purposes, all deliveries must be made to a home or business address and not a P.O. Box.

Shipping and insurance charges depend on the country of delivery and the value of the item(s) purchased, and will be included within the total bill issued to you by Diana Jewellery (please consult our sales team for these charges). Customs, duties and taxes levied or charged by your country of residence are your responsibility. To avoid any unexpected charges, please contact your local customs office prior to placing an order.

If you need to ship the item back for any reason, including but not limited to warrantied repairs, resizing, engraving or exchanging, our team can recommend a secure shipping option. Unfortunately due to the high costs associated with shipping and insuring fine jewellery, Diana Jewellery cannot bear any shipping expenses.

Packaging

All of our jewellery comes neatly packaged in our beautiful white and pink branded wooden boxes along with a copy of your invoice, diamond certificate (if a certified diamond was ordered), lifetime warranty certificate and a quality assurance guarantee.

certified diamonds

Real-Time Shopping

Our website offers a wide range of certified diamonds and real-time shopping of diamonds worldwide. Every diamond on our website is certified by one of the top 3 recognised diamond grading laboratories: GIA, IGI or HRD. As our list is online, it is updated with different diamonds several times a day.

Conflict-Free Diamonds

All our diamonds are purchased from reputable diamond suppliers and are conflict-free. We are also members of the Dubai Diamond Exchange who follow the Kimberley Process to ensure the trade of conflict-free diamonds.

Payment policy

To ensure a hassle-free experience we accept several different payment methods including cash, debit/credit card and direct bank transfer. As per our company’s payment policy, a deposit is required upon placing an order and the remaining amount must be cleared before or upon collection, delivery or shipping of the item(s). Under no condition can an item be collected, delivered or shipped if full payment is not received.

Cash Payments

Cash payments are to be made on-site at Diana Jewellery or upon delivery (this only applies to deliveries within the United Arab Emirates) in the country’s local currency (UAE Dirham).  

Bank Transfers

Direct bank transfers can be made in Australian Dollars, British Pounds, Canadian Dollars, Euros, New Zealand Dollars, Swedish Kronas, Swiss Francs, UAE Dirhams and US Dollars. If you would like to pay by bank transfer, a member of our team will send you wiring instructions. Please bear in mind that we must receive confirmation from our bank that the full payment has been made before an item can be collected, delivered or shipped.

Debit/Credit Card

We accept both Visa and MasterCard. Debit and credit card payments can be made on-site at Diana Jewellery or through PayTabs, a secure online payment gateway. If you would like to pay online, a member of our team will get back to you with instructions on how to complete the transaction. For security purposes, Diana Jewellery may request additional documentation such as a copy of your ID, passport or credit card. If a transaction exceeds AED 75,000 (approximately $20,000), we may at our sole discretion request a direct bank transfer.

Taxes

Prices listed on our site are not inclusive of taxes and are subject to the standard 5% sales tax (VAT) of the United Arab Emirates. Products shipped internationally are exempted from the 5% VAT as customs, duties and taxes will be charged by the country of import. If you are a tourist collecting an item from us, you can get a tax refund upon departure from any Abu Dhabi, Dubai or Sharjah airport. More information can be found here https://www.planetpayment.ae/tourist

cancelation & returns

Cancellation Policy

If you are not completely satisfied with your order you can change or cancel it within 24 hours. Our cancellation policy does not apply to orders with certified diamonds as stones are purchased according to each customer’s unique requirements.  

Return & Exchange Policy

If for any reason you change your mind or are not completely satisfied with your purchase you may exchange it within 30 days.

Terms & Conditions:

  • Items with certified diamonds above 0.40 carats cannot be exchanged.
  • Custom designed items as well as those that have been modified or engraved cannot be exchanged.
  • Items must be in their original condition and should not be altered by any other jeweller (this includes resizing and repairing).
  • Items can only be exchanged within the 30-day period which is calculated from the invoice date.

How Can I Return an Item?

The best way to return an item is to visit us in person. However, if you reside outside the United Arab Emirates you can ship the item back to us. Please bear in mind that you will be responsible for all shipping expenses.