FREQUENTLY ASKED QUESTIONS

For orders placed at one of our locations please contact a store nearest you. For orders placed online please reply to your order confirmation email or email us at [email protected].

How Does Online Ordering Work?

WHAT IS YOUR TYPICAL TURNAROUND TIME FOR NEW PURCHASES?

We work hard to deliver a quality product to our customers in the quickest time frame possible. A good general rule of thumb is 4-8 weeks from the time of order. That said, turnaround time is completely dependent upon the kind of product you are ordering, if your order is placed online or in store, and if you are picking up your order in store or require shipping.

Here are some general guidelines on turnaround time for your consideration:

In Store Purchase Online Purchase
Fashion Jewelry
(In-Stock)
As soon as same day, depending on jewelry item 3 - 10 days from order date
Bridal Jewelry
(In-Stock)
As soon as same day up to 2 weeks 3 - 10 days from order date
Special Orders 3 - 6 weeks, depending on designer 3 - 8 weeks, depending on designer
Loose Diamonds
(no setting)
As soon as same day, depending on diamond location 12 - 18 days

For questions regarding the turnaround time on a specific jewelry item or an order you placed, please contact the store nearest you or give us a call at (800) 885-5050.

I NEED MY ORDER SOONER THAN THE ESTIMATED FOUR TO EIGHT WEEKS - WHAT ARE MY OPTIONS?

If you're hoping to propose or present a special jewelry item in 4 weeks or less, we can make specific recommendations on the jewelry items that can be available to you in that time frame! To talk to a diamond expert about your best options for your unique time frame, please contact the store nearest you or give us a call at (800) 885-5050.

WILL I BE CHARGED SALES TAX ON MY ORDER?

Sales tax is only collected on orders that are shipped to AL, CA, CT, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, PA, RI, SC, TN, TX, UT, VA, WA, WI, WV

DO YOU SHIP OUTSIDE OF THE UNITED STATES?

Diamonds Direct ships throughout the US and Canada. We can deliver to your home, office or APO/FPO. Please note all packages are signature required and Canadian orders may be subject to custom taxes and other local charges.

Please contact us directly if you are interested in shipping to another destination: (800) 885-5050 or [email protected].

DO YOU SHIP TO MILITARY APO’S OR PO BOXES?

Yes, we will gladly ship your order to any APO/FPO using US Postal Registered Mail. Registered mail is fully insured, and can take up to three weeks for delivery.

At this time, we cannot ship to a PO BOX or FedEx locations.

CAN I SHIP TO A DIFFERENT ADDRESS OTHER THAN MY BILLING ADDRESS?

Yes! Your billing address and shipping address can be different. If you are shipping to a different shipping address than your billing we may ask for additional information for security reasons.

CAN YOU CHANGE A SHIPPING ADDRESS AFTER AN ORDER IS PLACED?

It is possible to change your shipping address. However, this request must take place before the item ships out. Addresses cannot be changed after items have been shipped and are in transit with our shipping carriers.

HOW DO THE ITEMS SHIP AND DOES IT COST ANYTHING?

Diamonds Direct offers fast, free shipping on all online orders, regardless of amount via FedEx. Customers in Canada will be responsible for any duties, taxes or shipping surcharges levied by their country. Please check with your local authorities to confirm taxes and fees before ordering.

Orders for military personnel will be shipped for free to their APO/FPO. Please keep in mind that these locations are served by the US Post Office and may take up to three weeks to deliver.

ARE SHIPMENTS SIGNATURE REQUIRED?

Yes, all items require a direct signature from anyone over the age of 18 at the receiving address. For that reason, we do not ship to PO boxes, FedEx locations, and packages cannot be rerouted to a new address after the item has been shipped.

ARE YOUR SHIPMENTS INSURED?

Yes, all Diamonds Direct shipments are fully insured during transit. All purchases also require a signature at the time of delivery.

HOW DO I CHECK THE STATUS OF MY ORDER?

To check the status of an order placed in store, please contact the store in which you made the purchase via phone or email. For store contact info, please click here.

To check the status of an order placed online, please login to your account here or contact us at (800) 885-5050.

I SAW SOMETHING I LOVE ONLINE. CAN I SEE IT IN STORE?

Yes! If you see something you like on our website we will gladly ship this item the location nearest you to view and try on in person. In addition, the inventory on our website represents only a sampling of the unmatched selection of inventory we carry in each of our stores. If you live near a store, we recommend you come by to view our full inventory! Our diamond experts will be glad to set an appointment for you to see and try on a specific jewelry and can even curate a collection of specific items for you to browse and compare. To learn more, contact a store nearest you, use our book an appointment feature or call us at (800) 885-5050.

I SAW SOMETHING I LOVE IN STORE BUT CAN’T FIND IT ON THE WEBSITE?

The inventory on our website represents only a sampling of the unmatched selection of inventory we carry in each of our stores. If you saw an item you love in store and can’t find it on the website, our diamond experts will be glad to send pricing, additional information, and even photos to you for your records and consideration. To get personal shopping help from one of our diamond experts, contact a store nearest you, use our book an appointment feature or call us at (800) 885-5050.

I DO NOT SEE A SPECIFIC FANCY SHAPE OR FANCY COLORED DIAMONDS ON YOUR WEBSITE? DO YOU CARRY THOSE?

Yes! Diamonds Direct offers a vast selection of specialty cut diamonds as well as fancy shaped stones, and colored diamonds! Though our online loose diamond inventory does not display those specialty stones at this time, you can readily find fancy shaped or colored diamonds in our showrooms! Our diamond experts are here to guide you through the diamond buying process, particularly if you are looking for a rare diamond. To get personal shopping help from one of our diamond experts, contact a store nearest you, use our book an appointment feature or call us at (800) 885-5050.

WHAT IS THE DIFFERENCE BETWEEN THE DIAMONDS ON YOUR WEBSITE AND THE DIAMONDS IN YOUR STORES?

Simply, location. While each of our stores are fully stocked with hundreds of loose and mounted diamonds, the loose diamonds on our website are located with our manufacturers overseas. Buying a diamond can be a confusing process, and our diamond experts are here to help you navigate our entire diamond inventory to best maximize your budget and requirements!

CAN I DESIGN A CUSTOM ENGAGEMENT RING OR JEWELRY ITEM?

Yes! Custom designed jewelry is a great way to create a unique expression of your love that’s as individual as you are. Click here to start the custom design process or contact a store nearest you to learn more.

IF I PURCHASE A LOOSE DIAMOND AND A JEWELRY ITEM TO SET IT INTO, IS THERE A CHARGE TO HAVE THE DIAMOND SET?

No! When purchasing a loose diamond and a mounting at Diamonds Direct, setting the diamond into the mounting is always complimentary service!

I HAVE MY OWN STONE BUT WOULD LIKE TO BUY A SETTING FROM DIAMONDS DIRECT. CAN YOU SET A STONE THAT WASN’T PURCHASED AT DIAMONDS DIRECT?

Yes! We would be glad to set a stone you own into a setting you buy from us. We do require that you bring your diamond or loose stone to one of our locations to inspect and measure prior to ordering the mounting to ensure the stone can be safely set into the new mounting. This is a service only offered in our stores at this time.

DO I NEED AN APPOINTMENT TO COME TO YOUR SHOWROOM TO SHOP?

No! You are not required to set up an appointment to come to one of our stores. Our showrooms are open for walk-ins 6 days a week! That said, if you'd like the convenience of having a specific appointment time on the books, please contact a store nearest you, use our book an appointment feature or call us at (800) 885-5050.

DO YOU OFFER A MILITARY OR SERVICE DISCOUNT?

We are proud to offer a service discount to our active and retired heroes in the military, police, fire and paramedics. This discount is 15% off your purchase with a member ID. To receive this discount please present a form of valid, non-classified form of ID or confirmation of service and/or employment at the time of purchase in-store. For online purchases, please email a photo of this ID to [email protected] and our Customer Care Team will respond with a discount code that can be applied to your online purchase at the time of checkout.

Please note this discount, as well as any of our promotional pricing year round, does not apply to certified diamonds or price protected designer lines and cannot be combined with any other offer or special financing promotions exceeding 12 months.

WHAT ARE YOUR PAYMENT METHODS?

WHAT TYPE OF PAYMENT DOES DIAMONDS DIRECT ACCEPT?

We accept all major credit cards (Visa, MasterCard, American Express and Discover), as well as certified checks and money orders, wire transfers, personal checks and cash. We also offer special financing offers on approved credit through Wells Fargo Bank, N.A. For online purchases, customers may also use PayPal. Please note some credit card transactions, wire transfers, and personal checks may require additional verification prior to processing the order.

DO YOU OFFER FINANCING?

Diamonds Direct offers special financing options with approved credit through Wells Fargo Bank, N.A. To learn more about our current financing offers or to apply online, please visit the financing page of our website.

CAN I SPREAD MY PAYMENT ACROSS TWO MULTIPLE CREDIT CARDS?

Yes, we will gladly accept multiple payment for a single transaction.

For in store purchases, indicate you’d like to use multiple cards at the time of check out, and your diamond expert will be glad to comply.

At this time, online customers must call to speak with a Customer Care Team Member to utilize multiple credit cards at the time of payment. Please contact us at (800) 885-5050 Monday - Friday between 9:30 a.m. and 5 p.m. eastern standard time.

DOES DIAMONDS DIRECT OFFER A LAYAWAY POLICY?

Our showrooms do offer a layaway policy to our customers. Articles placed on layaway will be held for a period of 120 days. Payment arrangements are required to be made in full before the end of this period or the item(s) will be returned to stock. At this time, we do not offer a layaway policy for online purchases.

WHAT ARE YOUR WARRANTIES AND REPAIR POLICIES?

WHAT DOES THE DIAMONDS DIRECT LIFETIME WARRANTY COVER?

All jewelry purchased from Diamonds Direct comes with our signature lifetime warranty which covers a lifetime of routine jewelry maintenance including (but not limited to):

  • + complimentary accent diamond replacement
  • + complimentary sizing
  • + complimentary cleaning and polishing
  • + complimentary rhodium plating
  • + complimentary soldering
  • + complimentary prong adjustment and repair, and more!

I DO NOT LIVE NEAR A STORE. WILL DIAMONDS DIRECT STILL PROVIDE COMPLIMENTARY SERVICE TO ME AND MY JEWLERY?

Whether you made a purchase online or you’ve relocated out of market - Diamonds Direct is still very much here to help you with your repair and jewelry service needs.

For customers who purchased online- please contact our customer care team at [email protected] to schedule a service related shipment.

MY WHITE GOLD RING IS TURNING YELLOW- IS THAT TYPICAL?

Yes, rhodium is an alloy that is blended with naturally yellow gold to give it a pure white tone. This is the process applied to all white gold jewelry. Over time that rhodium can wear away, revealing a faint, golden tone. For that reason, one of the key maintenance requirements for white gold jewelry is periodic rhodium plating. Diamonds Direct is proud to offer free lifetime rhodium plating on all our jewelry to make sure your jewelry stays shiny and bright at all times! No appointment needed to have your ring rhodium plated. Just stop by!

I NEED MY RING SIZED.

Diamonds Direct will gladly resize rings purchased from us free of charge! The turnaround time for ring sizing is dependent on the type of ring you have. In most cases, we can accommodate sizing requests within a few days to about a week. Our shop offers many options to fit your schedule and your sizing needs.

Some of our designers do require us to send rings back to their studio for their artisan craftsman to size. If that is the case for your ring, sizing may take a few weeks.We will gladly coordinate the shipping of the ring to the designer on your behalf free of charge.

Please also note some specialty rings, like eternity bands, tension set diamond rings, and alternative metals, may not accommodate sizing.

In order to get the most accurate sizing recommendations for your specific ring please contact a store nearest you, use our book an appointment feature or call us at (800) 885-5050.

If you are not located near a store, please email us at [email protected] and one of our customer service team members will be glad to walk you through the process of determining your ring size and shipping your ring to us for sizing.

HOW LONG DOES JEWELRY REPAIRS/SERVICE TAKE?

The turnaround time for jewelry repair work is dependent on the task at hand but generally ranges from 1 to 3 weeks. Please note some designer jewelry will need to be serviced at the designer’s studio and may require additional time. In addition, in rare cases, some specialty items may not accommodate repairs.

In order to get the most accurate jewelry repair recommendations for your jewelry item, please contact a store nearest you, use our book an appointment feature, or call us at (800) 885-5050.

WHERE DO YOU DO THE REPAIRS/SERVICE WORK?

We're proud to have master jewelers at each location who have decades of experience making and repairing jewelry. For that reason, most of our repair work is done in house. However, some of our designers do require repairs to their jewelry items to be completed in their own studio. If you’d like to inquire about or make an appointment for jewelry repair we recommend you contact a local store, use our book an appointment feature, or call us at (800) 885-5050.

DO I NEED PERSONAL JEWELRY INSURANCE EVEN THOUGH YOU PROVIDE A LIFETIME WARRANTY?

Even though Diamonds Direct offers a lifetime warranty that is second to none in the industry, it’s critical to have your fine jewelry insured with a private insurance company in the event of loss, damage, theft, or irreparable damage. We recommend considering Lavalier, Jewelers Mutual Insurance Company. Your personal property insurance provider will also likely provide fine jewelry insurance programs as well.

DO YOU PROVIDE JEWELRY APPRAISALS FOR INSURANCE PURPOSES?

Yes! All fine jewelry purchased from Diamonds Direct valued at or over $1,000.00 will be accompanied by an appraisal for you to provide to your insurance company. At this time, we do not provide appraisals for jewelry that was not purchased from Diamonds Direct.

WHAT IS YOUR POLICY ON UPGRADES AND TRADE INS?

DO YOU HAVE AN UPGRADE POLICY?

Yes! Diamonds Direct offers a 110% lifetime upgrade policy that is second to none in the industry! Our policy allows customers to upgrade your original engagement diamond, solitaire diamond pendant, and diamond studs for a different size, quality or shape. Think of it as a diamond savings account, you can come in as often as desired to upgrade in the original diamond and you’re only required to pay the difference between the two. It’s easy! You get 110% of your original purchase towards your new purchase. Our upgrade policy applies one year after your original purchase.

DOES DIAMONDS DIRECT ACCEPT TRADE INS TOWARD A NEW PURCHASE?

Diamonds Direct will consider buying any loose diamond weighing a 0.50 carat or more, if that stone is needed in inventory at that time. One of our diamond experts will need to inspect the diamond in person, as well as any accompanying paperwork, to determine if the diamond can be purchased. You can then put that money toward a new purchase at Diamonds Direct.

If you are no longer in need of the diamond you previously purchased from us, we welcome you to also consider our signature upgrade policy. This could permit you to take that diamond and transform it into something new! Our 110% upgrade policy allows Diamonds Direct customers to upgrade their original engagement diamond, solitaire diamond pendant, and diamond studs for a different size, quality or shape. Think of it as a diamond savings account, you can come in as often as desired to upgrade in the original diamond and you’re only required to pay the difference between the two. Our upgrade policy applies one year after your original purchase.

Please note we do not buy any gold or jewelry because we do not sell consignment jewelry that has had prior ownership and wear and tear. To make an appointment to review the diamond, please contact a store nearest you, or use our book an appointment feature.

If you are not located near a store, please email us at [email protected] or call our customer service number: (800) 885-5050 Monday - Friday between 9:30 a.m. and 5 p.m. eastern standard time and we will be glad to help with this!

DO YOU PURCHASE OR CONSIGN DIAMONDS, GOLD OR JEWELRY?

Diamonds Direct will consider buying loose diamonds weighing 0.50 carat or more, if that stone is needed in inventory at that time. One of our diamond experts will need to inspect the diamond in person, as well as any accompanying paperwork, to determine if the diamond can be purchased.

At this time, we do not buy gold or jewelry because we do not sell consignment jewelry that has had prior ownership and wear and tear.

WHAT IS YOUR RETURN POLICY?

WHAT IS THE DIAMONDS DIRECT RETURN POLICY?

If for any reason, you are not satisfied with the purchase, you can return it within 30 days for a full refund. Customer satisfaction is our goal, and we will work on an individual basis with each customer to develop solutions for returned orders.

WHAT CANNOT BE RETURNED?

Custom orders are not returnable.

HOW DO I RETURN TO A STORE?

If you wish to return your item that was purchased online or in a store please bring all of your paperwork with you. Someone at the store will help you with the return process.

HOW DO I RETURN BY MAIL?

If you made the purchase online and you are not near a store please contact us at (800) 885-5050. We will then email you a return form. Please package the item securely with all of the paperwork you received. When we receive the package and verify that all articles are in original condition we will then process your refund.

HOW DO I EXCHANGE WHAT I HAVE PURCHASED?

You are able to do an exchange within 30 days of the sale if articles are in original condition. In the event that you would like to exchange what you purchased and you are near a store please take the item and all paperwork into a store. If you are not close to a store please contact us at (800) 885-5050.

HOW WILL I GET MY REFUND?

Refunds are issued in accordance with the original method of payment. Bank wires will be refunded by company check.

WHEN WILL I GET MY REFUND?

The credit will be returned to your credit card within 10 to 14 business days after we process the refund. If you sent us a bank wire or paid with a personal check we will mail you a check.

WHAT IF I PURCHASED AN ITEM AND WOULD LIKE TO RETURN IT, BUT I LIVE IN CANADA?

Please give us a call at (800) 885-5050. We will help you with your return process.

WHAT IF I WOULD LIKE TO RETURN AN ITEM I RECEIVED AS A GIFT?

Gift Recipients will be issued a merchandise credit only, no refunds.

PRIVACY AND SECURITY

IS SHOPPING ONLINE WITH DIAMONDS DIRECT SECURE?

We use secure encryption and fraud protection for all credit card transactions. All sensitive data is encrypted via 256-bit SSL (Secure Socket Layer) encryption. You can view our security certificate to verify our encryption status.

WILL MY PERSONAL DATA BE SHARED WITH 3RD PARTIES?

Diamonds Direct always keeps your information 100% private and confidential.