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Learn more about Klarna

Pay now

Pay directly when placing your order. No credit card number, no extra passwords, no worries.

pay later

Only pay for what you like. Review your order first and then decide what you want to keep.

Pay in installments

Pay your orders in installments and at your own pace. You decide how much you want to pay monthly.

General

What is Klarna?

Klarna is one of the leading payment providers in Europe and a licensed bank that is fundamentally changing the payment experience for buyers and sellers. The company, founded in Sweden in 2005, enables online shoppers to handle outstanding payments immediately, later or in installments quickly, easily and securely. Klarna works with more than 130,000 retailers such as Asos, Spotify, MediaMarkt and Deutsche Bahn and currently employs more than 2,500 people in 14 countries. In 2014 Klarna took over Sofort GmbH; In 2017, Billpay GmbH was acquired. The company's investors include; Sequoia Capital, Bestseller Group, Atomico, VISA and Permira. More information can be found atwww.klarna.gb

Is it safe to shop online with Klarna?

Definitely! Shopping online couldn't be more secure than with Klarna. In a store, you can always touch and check the goods you want to buy before paying for them. We believe that online shopping should be no different. That's why Klarna purchase on account gives you the opportunity to check your goods first and pay later.

Our goal is to make shopping easier and safer - smooth. That is why we take drastic measures to protect you as a buyer against fraud and unreliable online retailers. Whenever you see the Klarna logo in an online store, you can be sure that the store is trustworthy and meets our strict requirements.

Klarna is also certified by TÜV Saarland and Trusted Shops. Certificates give you as a consumer positive indications of the quality of the services and products. The associations registered under "the TÜV" are known worldwide and the certificates promote the highest international reputation. TÜV Saarland has concentrated on customer-oriented services outside the traditional official fields of activity. Every year, TÜV Saarland ensures that our business model is serious and that Klarna offers secure payment methods through a detailed investigation.

Klarna has been a “Trusted Shops Authorized Partner” since 2011 and as an “authorized partner”, Klarna's processes are perfectly adapted to the Trusted Shops quality criteria. The Trusted Shops quality criteria are based on national and European laws that are important for online shopping. They take into account the current judgments and requirements of consumer protection organizations or go even further. Read more about the Trusted Shops seal of approval here.

In addition, Klarna Buyer Protection protects you with every purchase from Klarna. This is an agreement between you and Klarna that allows you to shop online safely. To ensure that the Buyer Protection Directive applies, you as a consumer must make the purchase from an entrepreneur. Please note that the Buyer Protection Directive only applies to payments made with Sofort if it is expressly stated on the payment method selection page in the merchant's online store.

I have more questions about my payment. Can I speak to someone from Klarna?

Yes of course! You can chat with us in the app at any time or call us on 0221 669 501 10

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FAQ

We hope you'll find the answer to your question in our FAQ section, but if this is not the case, please get in touch with our customer Care Team on 0207 138 3672 0207 138 3672

FAQs

About us

We combine superb value with excellent quality, and cut out the middleman, to deliver you prices that are lower than on the high street. We have our own team of skilled craftsmen and master jewellers who create each piece especially for you. We are renowned globally for providing customisable, affordable and high-quality diamonds and diamond jewellery

Don't confuse superb value with poor quality. We use a skilled group of craftsmen and master jewellers that are very experienced. We are renowned globally for providing personalised, affordable and high-quality diamonds and diamond jewellery, supplying various high street and chain stores.

3 key reasons we have the lowest prices:
  • We are a diamond manufacturer.
  • We do not deal with the middleman.
  • We run an incredibly efficient company so overheads are optimised.
Note:

We guarantee that our prices are the cheapest in the UK.

Get In Touch

If you would like to discuss any aspect of the superb value that we offer, or the quality of our diamonds please get in touch with our friendly customer care team on 0207 138 36720207 138 3672 or enter into a live chat.

Orders

Can I return my order?

Delivering first-class customer service is important to us. This is why We offer a 30 day returns policy, meaning that should for any reason you be unhappy with your purchase you can return it to us for a full refund with no questions asked.

Get In Touch

If you would prefer to talk with our friendly Customer Care Team about returning an item, please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat

Can you engrave my ring?

We engrave many pieces of jewellery each year and the chances are that your ring will also be suitable for engraving.

Important things to note about engraving

There are a number of very important things you should note about engraving:

  • There is a character limit on most rings
  • Engraving will add 3 to 4 days onto the delivery time of your ring
  • Engraving a ring means refunds are not possible
  • Resizing a ring is not possible after engraving

If you wish to engrave your ring we strongly advise that you take the correct measurements, using our ring size guide, and that you take your time when choosing the perfect design

Get In Touch

If you would like to discuss engraving your ring with our friendly customer care team, please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat

How long do I have to collect my order?

Any item purchased with us has to be collected within 90 days from when it arrives in-store. Any order not collected within 90 days will be automatically cancelled and subject to a 30% restocking fee of the full order value.

How do I find my ring size?

The easiest way to find your ring size is by following our ring size guide.

Get In Touch

If you would like further assistance determining the correct ring size for your finger, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat

Can I get my ring resized?

Resizing a ring is possible for most designs. However, it is not possible to resize eternity rings, rings that have been engraved, or rings that have too large a difference for resizing. If you need help finding your ring size simply follow our simple ring size guide for guidance.

Get In Touch

If you would like any further assistance with this matter, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat

Do you insure jewellery?

Please visit our jewellery insurance section for more information.

Get In Touch

If you would prefer to talk with our friendly customer care team please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat .

Can you provide an insurance appraisal?

Free Valuation Report
Delivering excellent customer service is important to us, which is why we are happy to provide a free Valuation Report, for insurance purposes, with every purchase.

Your free Valuation Report will contain all of the product details and diamond specifications such as diamond clarity, diamond colour and the precious metal used. This report is a useful document for proving your product’s authenticity and for the purpose of insuring your piece of jewellery.

Get In Touch

If you would like to discuss this matter further, please get in touch with our friendly Customer Care Team on 0207 138 3672 0207 138 3672 or enter into a live chat

Can I view your jewellery in store?

Of course! Simply contact our customer care team or submit an online form if you wish to make an appointment.

Get In Touch

Please feel free to get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat.

Why are men's rings so expensive?

Men’s rings are in fact the same price as women’s rings weight for weight. As the style of men's rings tend to be much larger this means that they require more gold, platinum, or in the case of diamonds - more diamonds, which results in a higher price that is relative to the amount of materials used.

Get In Touch

Should you wish to discuss our men's rings, or look at the possibility of finance, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat .

How do I measure my finger?

We know that not everyone knows their ring size, which is why we have created a ring size guide that will help you determine the perfect fit.

Get In Touch

If you would like further advice on this matter, please get in touch with our friendly Customer Care Team on 0207 138 3672 0207 138 3672 or enter into a live chat

How will my order be delivered?

For UK orders, your order will be delivered by Royal Mail using it’s next day, special delivery service. International orders will be delivered via FedEx. These methods of shipment are fully insured against losses, damages and theft, right up to the point where you sign for them.

Get In Touch

If you would like further advice on delivery procedures, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat

Can the delivery be faster?

If you are hoping for an earlier delivery time please discuss this with our customer care team.

Get In Touch

If you would like further advice on delivery options, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat

Can I personally collect my order?

Of course, we are always happy to arrange collections in person at one of our stores. Please be aware that for collections an appointment must be made. To book an appointment simply contact a member of our customer care team or submit an online form.

Identification
Please note that in order to collect your items, you will be required to show photographic identification, such as a driver's license or passport.

Get In Touch

If you would like further advice on collection or delivery options, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat.

How will I receive delivery updates?

You will receive emails regarding your delivery updates. If you require further information on delivery procedures and correspondence please feel free to contact our customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat.

How can I track my delivery?

We will email you on the day your order is dispatched and provide advice regarding your expected date of delivery, the parcel delivery company being used and the track and trace details of the delivery company.

Get In Touch

If you would like further advice on delivery procedures and tracking your order, please get in touch with our friendly Customer Care Team on 0207 138 3672 0207 138 3672 or enter into a live chat.

Do you deliver to addresses other than my billing address?

In order to process your request for delivery to an alternative address, other than your billing address, we need to follow certain security procedures. These procedures protect you and us. We therefore require certain documents from you before rerouting orders. Please get in touch with our customer care team on 0207 138 3672 where they will be able to provide you with assistance.

How safe is my jewellery in transit?

We use the leading trusted global delivery companies, so we are confident that you order will be safe. However, for further peace of mind, we insure in the event of loss, damage and/or theft during shipment.

If you are returning an item of jewellery it is your responsibility to insure the item during transit. Most delivery companies will be happy to provide a quote for next day, guaranteed delivery, and they will simply ask you how much the parcel is worth and what insurance value you require. Please note that we do not accept responsibility for losses occurred during transit for any items that are being returned to us.

Get In Touch

If you would like further advice on our insurance or delivery procedures, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a live chat.

What packaging do you use?

Your order will be packaged in a plain and discreet manner, in accordance with our secure packaging in transit policy.

Discreet on the outside, elegant on the inside
In accordance with our secure packaging in transit policy, our external packaging makes no reference to our brand name, diamonds, gold or jewellery, to ensure that the valuable contents are not advertised. Don’t worry though, the packaging on the inside is beautifully presented so that it is ready to give to that special person.

Get In Touch

If you would like to discuss our packaging policy further, please get in touch with our friendly Customer Care Team on 0207 138 3672 0207 138 3672 or enter into a live chat.

How do I cancel my order?

If, for any reason, you wish to cancel your order please take a moment to read our returns policy or contact a member of our customer care team on 0207 138 3672 0207 138 3672, where they will be able to assist.

How do I place an order?

We offer two simple ways to place an order and are committed to delivering first-class customer service at each stage of your order process.

  1. Online

    Placing an order online is simple. Select your preferred piece of jewellery, outline any specifications, and proceed to the checkout. If you have any questions regarding your online order you can speak to a member of our customer care team.

  2. By telephone

    Our friendly sales team are happy to take your order over the phone if this is your preferred method. They will talk you through every step of your order before taking payment and are there to help and assist you with any questions you may have.

  3. In store

    If you prefer to visit one of our stores, our diamond experts are on hand to give you all the information you require regarding buying a piece of diamond jewellery, and can show you samples if you wish.

Get In Touch

If you require any assistance whatsoever placing your order, please get in touch with our customer care team on 0207 138 3672 0207 138 3672.

Returns

What is your returns policy?

Please take a moment to read our returns policy.

Get In Touch

If you would prefer to talk to a member of our customer care team about returning an order, please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat .

Can I exchange my order for something else?

We wish for all of our customers to be completely satisfied with their purchase, therefore we are more than happy to assist wherever possible by exchanging items. Unfortunately we cannot accept bespoke or engraved items for an exchange due to the nature of the design.

Get In Touch

If you would prefer to talk to a member of our customer care team about whether an exchange is possible, please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat .

Can I get a ring resized?

Of course! We offer a ring resizing service to all of our customers, so don't worry if your ring is too large or too small as our master jewellers are skilled at resizing rings.

Resizing Costs
Please use our ring size guide to find your exact ring size and then get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 in order to get an assessment of any charges that may apply.

How do I return an item to you?

If you wish to return an item, please review our returns policy, which outlines the terms and procedures for returning an item.

Get In Touch

If you would prefer to talk to a member of our Customer Care Team about returning an item, please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat.

Payments

Is it safe ordering online?

We are 100% committed to providing a safe ecommerce shopping experience. To date we have satisfied over 50,000+ happy customers and our aim is always to deliver first-class customer care.

State-of-the-art ecommerce security
Our website is protected with the latest security certificates (SSL certificates). These certificates use state-of-the-art encryption technologies so that you can have complete peace of mind when shopping online with us.

PCI Compliant
Our systems are compliant with the PCI Security Standards Council, which was founded by Visa, MasterCard, American Express and JCB International. You can find out more about the PCI Security Standards Council at www.pcisecuritystandards.org.

Verified by Visa and MasterCard
We also use Visa and MasterCard Secure Code technology for processing all orders.

Get In Touch

If you would like to talk to a member of our Customer Care Team about ordering by telephone, please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat .

What payment methods are accepted?

We are happy for you to make payment by any of the following methods:

Credit or debit card
We accept all major credit and debit cards.

PayPal
We are pleased to accept payments via PayPal, simply select this payment option during the checkout process. If you wish to pay via this method over the phone, simply contact our customer care team and we will send you a PayPal request. Upon receipt of the request, simply make the payment and email us with the payment details. You shall then receive the order confirmation against your order.

Bank Transfer
We can also accept payments via bank transfer, simply call or email the customer care team if you wish to pay by this method.

Cheque
We are also happy to receive payment via cheque. Contact a member of our customer care team if you require further information on this payment method.

Telephone
We can accept payment over the phone. Simply contact our customer care team where they will ask for your card and order details to take the payment.

Get in touch

If you would like to talk to a member of our customer care team about payment options, please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat .

My card details have been rejected?

If your card details have been rejected there are a number of possible reasons as to why this may be. Please check the below reasons, alternatively simply get in touch with our customer care team where they will be happy to take the payment from over the phone.

Reasons for a card payment rejection
The vast majority of reasons why a card is rejected are because of the protection policies of the bank. You may have to phone your bank to tell them that you wish to purchase a high-value item.

Alternatively, you may have incorrectly input any of the below information:
  • Card Holder Name
  • Credit Card Number
  • Card security code (3-4 security code on the back of your card)
  • Postcode

Get in touch

If you would like to talk to a member of our Customer Care Team about making payment over the telephone, please get in touch on 0207 138 3672 0207 138 3672.

How long does it take to receive a refund?

Depending upon the payment method used it can take between 8-10 working days for a refund to be processed. Our excellent customer service team will be happy to notify you of estimated refund times at the point when a refund is agreed.

Get in touch

If you would like to talk to a member of our Customer Care Team about our Returns Policy and the potential for receiving a refund, please get in touch on 0207 138 3672 0207 138 3672.

Will I get a VAT refund form?

VAT (value added tax) is applicable for all orders placed on this website. All the products displayed online are inclusive of VAT. The VAT Retail Export Scheme allows the VAT amount to be reimbursed to customers when they purchase goods in the EU and then export them outside the EU. However, orders from Diamonds Factory are ineligible for the VAT Retail Export Scheme because we are an internet-based mail-order company and therefore not eligible to participate.

Get in touch

If you would like to talk to a member of our Customer Care Team about this matter further, please get in touch on 0207 138 3672 0207 138 3672.

Am I eligible for VAT-free purchases?

VAT (Value Added Tax) is collected for all the shipments within the European Union. If you are located outside of the EU territory or countries which are exempt of VAT, simply get in touch with our customer care team on 0207 138 3672 0207 138 3672 and they will help you make your purchase over the telephone.

Get in touch

If you would like to talk to a member of our Customer Care Team about this VAT matter further, please get in touch on 0207 138 3672 0207 138 3672.

Do you offer discount codes?

Yes, we are pleased to be able to offer discount codes wherever possible and do so throughout the year.

Get in touch

If you would like to talk to a member of our Customer Care Team about discounts that might apply at the moment, please get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat .

Can I pay with two credit cards?

If you wish to use two cards for one transaction this is definitely possible. You just need to make sure that both cards belong to the same owner and are registered at the same billing address. Simply call our customer care team so they can take your payments over the phone.

Get in touch

If you would like to talk to a member of our customer care team about making a purchase with two credit cards over the telephone, please get in touch on 0207 138 3672 0207 138 3672.

Do you price match?

Yes, we are proud to offer a price guarantee that means we aim to match like-for-like prices. If you wish to take advantage of this service please get in touch with our customer care team and provide details of the price and product that you would like us to match.

Get in touch

If you would like to talk to a member of our customer care team about a price match please get in touch on 0207 138 3672 0207 138 3672, email service@diamondsfactory.co.uk, or enter into a live chat.

When do you take payment from my card?

Once you make a payment your bank will authorise the amount for the transaction that you have made. The actual settlement for the amount between your account and our account is usually completed in around 2-3 days. The payee will be itemised as Neve Jewels Ltd, which owns the Diamonds Factory brand.

Get in touch

If you would like to talk to a member of our Customer Care Team about taking payments from your card, or if you would like to make a payment over the telephone, get in touch on 0207 138 3672 0207 138 3672 or enter into a live chat.

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