Question 1

Can I change my order after it has been placed?

Accepted Answer

Yes, you can make modifications to your order after it has been placed. For guidance and assistance, please contact our customer service team.

You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 2

Can I cancel my order?

Accepted Answer

You reserve the right to cancel your order for a full refund before it has been shipped. If you choose to cancel your order after it has been shipped, please contact our customer service team and they will help you promptly.
You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Bespoke custom designs are not eligible for cancellations after the first 48 hours of order completion.

Question 3

How can I update my shipping address after placing the order?

Accepted Answer

You can reach out to our customer service team should you wish to change your shipping address after you have placed your order. Taxes may be applicable as per the new shipping address.
You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 4

How can I track my order?

Accepted Answer

Tracking your order is easier than ever! All our orders are scheduled to ship on or before the expected shipment date shown in the order confirmation. You can track your order by clicking on ‘My Order’ on our website. Once your order has been shipped, you will receive an email confirmation with the tracking information.

Question 5

Is it possible to add additional items to my cart after placing an order?

Accepted Answer

If you would like to order additional items, we advise you to place a new order.

You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 6

Can I change my payment method if I change my mind before the item is shipped?

Accepted Answer

Yes, you can change your payment method. Please contact our customer service team for guidance.
You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 7

Can I request a delivery date change for my order?

Accepted Answer

Yes! If you would like us to ship your order after the estimated shipment date, we’ll gladly hold it at our office—just let our team know when you would like it delivered. But if you need your order faster, please contact our customer service team, and we’ll do our best to accommodate your request.

You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 8

Can I add engraving or adjust the existing engraving on my piece before shipment?

Accepted Answer

Yes, it is possible to add an engraving or change an existing engraving on your piece. Re-engraving a ring may incur basic engraving fees. Please contact our customer service team for guidance and assistance.

You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 9

Can I use a discount or promo code after I have placed an order?

Accepted Answer

It may be possible for you to use a discount within 24 hours of placing an order. Please contact our customer service team for more information.

You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 10

My order has not arrived, what should I do?

Accepted Answer

In the rare case that your order has not arrived, please reach out to our customer service team and they will guide you promptly. You can also track your order in the “My order” section on our website. We always send an email with your tracking details once your order has been shipped.

You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 11

My order shows ‘Delivered’ but I have not received it.

Accepted Answer

If your order shows ‘Delivered’ but you haven’t received it, please get in touch with our customer service team immediately and they will guide you promptly. Please be rest assured that all our orders are insured for their full amount.

You can call us on +44 7488894804 between Monday and Friday from 10AM to 6PM or you can email us at uk.customerservice@friendlydiamonds.com

Question 12

What is the cost of shipping any item from Friendly Diamonds?

Accepted Answer

At Friendly Diamonds, we ship your jewellery worldwide at no additional shipping cost!

Question 13

Do you offer international shipping?

Accepted Answer

Yes, we do offer free international shipping on our products. We are happy to deliver your jewellery to locations around the world, ensuring a seamless shopping experience no matter the location!

Question 14

What are the custom fees for international orders?

Accepted Answer

For all international shipments, custom processes and import duties are the customer’s responsibility. Please check with your local customs office for more information.

Question 15

Do you offer expedited delivery or shipping?

Accepted Answer

In case you need your order delivered earlier than mentioned, please contact our customer service team and we will try our best to accommodate your request!

Question 16

Do you offer Overnight shipping?

Accepted Answer

At Friendly Diamonds, we offer overnight shipping on request at an additional fee of £40. Simply reach out to our customer service team to request for overnight shipping.

Question 17

Do you deliver to PO boxes?

Accepted Answer

In order to ensure your order is safe, we do not deliver to PO boxes.

Question 18

Do you offer Weekend Delivery?

Accepted Answer

At Friendly Diamonds, we offer Saturday delivery on request for eligible locations for an additional £40. Simply reach out to our customer service team to request for weekend shipping.

Question 19

Is my shipment going to be insured?

Accepted Answer

For your protection and convenience, we always insure all items for their total value. All the shipments require an adult signature at every delivery destination and you will receive an email confirmation once your order is shipped out by us. To ensure your order is safe, we do not deliver to PO boxes.

Question 20

Do I need to be there at the delivery location to collect my order?

Accepted Answer

Yes, an adult signature is required at the time of delivery to receive the order. Friendly Diamonds is not responsible for lost or stolen orders once it has been delivered.

Question 21

Are lab grown diamonds as durable as natural diamonds?

Accepted Answer

Yes! Lab grown diamonds are just as durable as natural diamonds as they have the same chemical, physical and optical properties as that of a natural diamond. They weigh a 10 on the Mohs scale.

Question 22

What metal options and color choices do you offer for your jewellery?

Accepted Answer

At Friendly Diamonds, we offer our jewellery in 14kt and 18kt white gold, yellow gold, and rose gold as well as in Platinum

Question 23

Are all your diamonds certified?

Accepted Answer

Yes, all diamonds on our website are certified by trusted diamond grading institutions such as IGI and GIA.

Question 24

Will I receive a certification of authenticity with my jewellery purchase?

Accepted Answer

Yes, every jewellery will include the diamond certificate or the jewellery certificate. You also have an option to purchase an appraisal certification for your jewellery piece that can be used for insurance purposes.

Question 25

Can I customise my own jewellery?

Accepted Answer

Yes you can! You can choose to either create your own ring, earrings or pendant by choosing from hundreds of designs and thousands of certified lab diamonds on our website, or you can choose to work with one of our expert designers to make your unique piece come to life. Start designing your bespoke jewellery now!

Question 26

I have my own diamond, can you set it in your jewellery designs?

Accepted Answer

Absolutely! We specialise in bespoke jewellery and are happy to work with your diamond to help you create a unique, beautiful design tailored to your preferences.

Question 27

Is your jewellery hypoallergenic and suitable for sensitive skin?

Accepted Answer

Yes, all our jewellery is made using the highest-quality materials that are skin-safe. We ensure that our jewellery is irritation-free and comfortable, even for those with sensitive skin.

Question 28

Can I change the center diamond of a pre-designed ring?

Accepted Answer

Yes, our pre-set collections offer you the option to choose the diamond shape, carat weight, metal type, metal colour and ring size.

Question 29

How are the jewellery pieces packed ?

Accepted Answer

All our products come in an exclusive, branded box designed to keep your jewellery secure. Each purchase includes a microfiber cleaning cloth for effortless maintenance. Our packaging reflects our commitment to sustainability, aligning with our vision for a friendlier tomorrow.

Question 30

Do you offer any engraving options for your jewellery?

Accepted Answer

Absolutely, we offer FREE engraving services on all made-to-order engagement rings (Create Your Own Engagement Ring), pre-designed engagement rings, and custom-made rings! A few settings may not have an option for engraving due to the ring’s design. Engravings can be alphanumeric combinations and ideally should not exceed a character length of 20. For ring engraving ideas and inspirations.

Question 31

Do you offer any customisations options for rings?

Accepted Answer

Yes, our ‘Create Your Own Ring’ feature allows you to select a setting in the metal type and color of your choice. You can then pick the exact diamond for your ring and complete it by selecting your ring size and adding an engraving to it. This ‘Create Your Own Ring’ feature allows our customers to customise their ring down to the last detail.

Question 32

Do you offer any customisations options for fine jewellery ?

Accepted Answer

Yes, at Friendly Diamonds, we believe the sky is the limit! We want to make your shopping experience with us as seamless and unique as possible. In our fine jewellery, we offer ‘Create Your Own Earring’ and ‘Create Your Own Pendant’ features that allow you to choose from a range of earring and pendant designs in the metal color of your choice. You can then explore our inventory of lab grown diamonds and choose the perfect diamond for you!

Question 33

Am I expected to pay for resizing?

Accepted Answer

If you have ordered the wrong ring size, we offer one ring resizing within the first 12 months of your purchase (including both-way shipping within the United Kingdom) at no additional costs! If shipped outside the United Kingdom, shipping charges will be applicable. If the ring is older than a year, or if it requires a second or further resize, shipping and resizing charges will be applied.

Question 34

What is the procedure if I reside outside the UK and need to resize my ring?

Accepted Answer

For orders outside the United Kingdom, shipping charges for ring resizing will be applicable. Duties and customs for re-shipping the ring is the responsibility of the customer. For rings older than a year, or requiring a second or further resizing, shipping and resizing charges will be applied

Question 35

What happens to my engraving if I resize my ring?

Accepted Answer

Resizing an engraved ring may change the look of the engraving as it may not be as legible. You may opt to re-engrave the ring after resizing for a fee of £25, for up to 20 characters. For more information, please refer to our ring engraving policy.

Please note: Excess diamonds or metal left over from the resizing will not be returned or refunded.

Question 36

What if my ring can’t be resized?

Accepted Answer

Some ring designs such as eternity rings and rings with a full diamond spread may not be resize-able due to the nature of their design. In this case, a new ring will have to be purchased.

Question 37

What are my options if I don’t know my partner’s ring size?

Accepted Answer

Don’t worry, we have got you covered! There are several options if you are unsure of your partner’s ring size:

1. Ask a close friend or family member who may know the size or be able to measure it for you discreetly.
2. Borrow your partner’s ring and use a ruler to measure the inside diameter of the ring in millimeters, and refer to a conversion chart to find the corresponding size.
3. Use a printable ring sizer available online to measure the ring. Make sure the ring sizer has been printed to scale to avoid any mistakes.

Question 38

Can I measure my finger to find out my ring size?

Accepted Answer

Measuring your ring size at home could not be easier! It can be done in just a few simple steps.

1. Cut a strip of paper (about 6 inches long)
2. Wrap the strip around the base of your finger where the ring would sit
3. Mark the overlap
4. Measure length in millimeters (mm) after marking the overlap by laying the strip flat on a surface.
5. Use the measurements to determine your ring size using a conversion chart
Refer to our ring size guide for more information

Question 39

Can I use an existing ring to determine my ring size?

Accepted Answer

Measuring a ring size using an existing ring that fits you well will ensure that your new ring will be a perfect fit too!
Choose a ring that fits your intended finger comfortably, use a ruler to measure the inside diameter of the ring in millimeters, and refer to a conversion chart to find the corresponding size.
Refer to our ring size guide for more information

Question 40

What should I keep in mind when measuring a ring size?

Accepted Answer

Seasonal changes and time of day have an impact on your finger size. Hotter seasons and night times tend to swell up your finger. For this reason, measure your ring size when it feels average.

Question 41

How do I choose the right size for my bracelet ?

Accepted Answer

These are the general sizes to help you find the perfect-fitted bracelet:
Small: 6 to 6.5 inches
Medium: 6.5 to 7 inches
Large: 7 to 7.5 inches
Extra Large: 7.5 to 8 inches

If you are unsure about the right size, you can measure your wrist using a flexible tape or a piece of string. Wrap it around your wrist where you want the bracelet to sit. Then, measure the length of the string. For a comfortable fit, add approximately 0.5 to 1 inches to the final measurements.

Question 42

How do I choose the right size for my necklace?

Accepted Answer

The most common lengths for different necklace styles are:
- 16 inches for a choker
- 18 inches for a princess
- 20-24 inches for a matinee
- 24+ inches for options such as opera.
Sizes may vary based on neck size, personal preference and the intended style.

To measure the right size for you, you can either use a piece of string and wrap it around your neck as desired and measure, or you may take an existing necklace of preferred length and measure it.

Question 43

What can I expect during my virtual call?

Accepted Answer

During our virtual consultation, you’ll enjoy a personalized, one-on-one experience with one of our expert jewellery and diamond specialists. Here’s what you can expect:

Introduction to Our Brand: Learn about who we are, what we stand for, and the values that make us unique in the world of diamonds and jewellery.
Diamond Education: We’ll walk you through the 4 Cs (Cut, Color, Clarity, and Carat Weight) and explain how lab-grown diamonds differ from mined diamonds, giving you all the knowledge you need to make an informed decision.
Explore Our Designs: Get an in-depth look at our collection of engagement rings and fine jewellery on our website. We’ll guide you through our pieces, helping you discover the perfect design that fits your personal style and preferences.
Personalized Assistance: Our expert will provide tailored advice and recommendations based on your specific needs, helping you select the ideal piece – all from the comfort of your own home.

If you're ready, schedule your virtual consultation now. We look forward to connecting with you!

Question 44

Is my virtual or office appointment free of charge?

Accepted Answer

Yes, our virtual appointments are completely free of charge. Schedule your appointment today and let us guide you through the world of jewellery, without any obligation or cost.

Question 45

What is the duration of my virtual or office appointment?

Accepted Answer

Each of our virtual appointments is one hour long. This gives us ample time to provide personalized guidance, discuss your preferences, explore our collection, and ensure you can make an informed decision. We’re dedicated to giving you the attention and expertise you require during your consultation.

Question 46

Why do I require a virtual or office appointment?

Accepted Answer

Booking a virtual appointment ensures you get personalized, one-on-one assistance from our expert team. We can help you navigate our collection, answer all your questions, and guide you through the process of selecting the perfect diamond or jewellery. Whether you need advice on diamond choices, ring designs, or customisations, we’re here to provide expert recommendations and ensure a seamless, enjoyable experience tailored to your needs. Our appointments also allow us to make sure we have exactly what you're looking for.

Question 47

What is the return and exchange policy?

Accepted Answer

At Friendly Diamonds, we are confident that you will fall in love with our jewellery! However, should a circumstance arise and you feel the need to return any item from your order, we are happy to help you! We offer a no-questions-asked 30-day return policy for a full refund for all items excluding bespoke custom made jewellery pieces and gift vouchers/cards. Read more about our return policy..

Question 48

How long do I have to return and exchange my order?

Accepted Answer

We offer a 30 days, no-questions-asked return policy for a full refund. The 30 days timeline starts from the date of delivery of the order.

Question 49

How can I initiate a return or exchange?

Accepted Answer

If you feel the need to return or exchange an item, please get in touch with our customer service via email at uk.customerservice@friendlydiamonds.com with the subject line ‘RETURN’. Our team will guide you further.

Question 50

Do I have to pay for return shipping costs?

Accepted Answer

For customers within the United Kingdom, we offer FREE return shipping on all eligible orders within 30 days of the delivery date. Customers outside the United Kingdom are responsible for the shipping costs.

Question 51

Will I get a shipping label for return shipping?

Accepted Answer

Yes, once your return request has been accepted, our team will create a free FedEx or Royal Mail shipping label for orders in the United Kingdom. For orders returned from outside the United Kingdom, the customer is responsible for bearing the shipping costs.

Question 52

How do I pack an order for return?

Accepted Answer

Once we receive your return request, we will create a free shipping label and email it to you. Please ensure that the product, diamond certificate and appraisal certificate are securely packed in the original packaging. Put the original box inside a FedEx or UPS box and securely seal it. We advise you to double-pack your package to ensure its safety.

For security purposes, refrain from writing words such as ‘jewellery’ or ‘diamonds’ on the package. Paste the label on the exterior of the box and drop it off at your nearest courier company outlet.

Question 53

How do I ship an order back to Friendly Diamonds?

Accepted Answer

We provide a free FedEx or Royal Mail shipping label for all orders within the United Kingdom. Once your order is packed, simply drop it off at an official FedEx or RoyalMail courier location.

Question 54

Where do I have to ship the returned product back to?

Accepted Answer

We provide a free FedEx or Royal Mail shipping label mentioning the return address for all orders within the United Kingdom. Orders from outside the United Kingdom can be shipped back to our UK Office.

Office address:
716 Kenilworth rd, Balsall Common, Coventry. CV7 7HD

Question 55

Can I drop off the returned item to Friendly Diamonds’s office?

Accepted Answer

Yes, should you wish to drop off your return item to us at our UK office, please get in touch with our customer service team via email at uk.customerservice@friendlydiamonds.com with the subject line ‘RETURN’ or you can reach out to the team via call on +44 7488894804. Our team will be happy to guide you further.

Office address:
716 Kenilworth rd, Balsall Common, Coventry. CV7 7HD

Question 56

If I have purchased an item from outside the United Kingdom, how does the return process work?

Accepted Answer

We are happy to provide a FedEx or UPS shipping label to customers outside the United Kingdom, however shipping costs are to be borne by the customer. The customer may even choose to select their own courier service. We recommend selecting a reputed courier service and insuring your parcel for its entire value for a secure delivery. Once the return request has been approved, please send the package to our UK office.

Office address:
716 Kenilworth rd, Balsall Common, Coventry. CV7 7HD

Friendly Diamonds cannot be held liable for any shipping error.

Question 57

Can I return a customised order from the ‘Create Your Own’ collection?

Accepted Answer

Yes, it is possible to return items purchased from our ‘Create Your Own’ collection with minimal customisations. However our return policy does not apply to bespoke custom made jewellery.

Question 58

Can I return or exchange bespoke jewellery?

Accepted Answer

Our return policy does not apply to bespoke custom made jewellery.

Question 59

Will I be refunded the full amount if I return my jewellery or diamond?

Accepted Answer

Yes, as long as the return request of the jewellery or diamond has been sent within 30-days of delivery, the item is in unworn condition and is accompanied by all original packaging and documentation, you will be refunded the full amount. Appraisal and engraving fees are deductible from the refund amount.

Please Note: A quality check of the returned items will be conducted, and deductions may apply for any damage or wear and tear.

Question 60

Can I purchase multiple items to determine which one I like the best, and return the others?

Accepted Answer

To be fair to all our customers, we do not encourage serial bracketing at Friendly Diamonds. Bracketing refers to buying multiple products with the intent of returning unwanted ones. If we suspect bracketing purchases, we reserve the right to not accept the return.

We hope you understand the trend of over-ordering through bracketing mirrors the issues of sustainability and negatively impacts the environment.

Question 61

What condition does the jewellery need to be in for a return ?

Accepted Answer

The returned items must be in unworn condition, accompanied by all original packaging and documentation, including the diamond certificate. In case the item is used and worn out, an amount of £380 or as decided by our quality assurance team will be deducted from the total refund amount. If the certificate has been lost or tampered with, an additional £115 fee will be deducted from the total refund amount. Appraisal fees of £40 are non-refundable and a deduction of £40 will be made from the refund amount for rings with engraving(s).

Question 62

Can I return a ring with engraving?

Accepted Answer

Yes, you can return rings with engraving but an additional deduction of £40 will be made from the total refund amount for the engraving.

Question 63

How can I initiate a return or exchange for a damaged item?

Accepted Answer

In the rare case that your item has arrived damaged, please contact our customer service team immediately. We will examine the issue and craft a new order for you at no additional cost. This is subject to quality assurance inspection.

Question 64

How long will it take to process my refund?

Accepted Answer

Once we receive the returned parcel, our quality assurance team will inspect the item(s). Customers may receive a follow-up email to determine eligibility of the item’s condition. Refunds usually take between 5-7 business days to be processed. Refunded amounts will be issued via the method of payment used in the original purchase. For credit card refunds, please allow one monthly billing cycle for the credit to reflect in your account.

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