Your Diamonds Direct Questions Answered

    Diamonds Direct has seven well-established locations throughout the US, including Charlotte, NC, Raleigh, NC, Birmingham, AL, Richmond, VA, Austin, TX, Oklahoma City, OK, Charleston, SC and Virginia Beach, VA. New locations are planned to be open during 2016.

    Diamonds Direct offers the best of both worlds; an easy online shopping experience and convenient showrooms where you can see and touch the actual jewelry and compare diamonds with your own eyes. Our highly trained staff will happily assist you in making an educated choice in your next jewelry purchase with the best value for your budget.

    Our well-trained staff of diamond experts handpicks every Diamonds Direct diamond. We’re proud to offer a wide variety of diamonds to choose from, and provide the knowledge of our Diamond Experts to guide you in your purchase. Diamonds Direct is committed to offer the complete experience before, during and after the sale.

    We’re committed to offering guidance, value and service, along with an excellent selection of diamonds and jewelry, all in a no risk shopping environment.

    How is your staff certified as Diamond Experts?

    We have GIA Graduate gemologists on staff at all Diamonds Direct locations. Gemologists also handle our online store chat support so we can deliver the same level of service both online and in-store.

    Where are Diamonds Directs' corporate offices?

    We welcome your comments and feedback. Contact our corporate offices at:
        Diamonds Direct, USA Inc.
        4521 Sharon Rd, Suite 101
        Charlotte, NC 28211
        (800) 885-5050
        online@diamonds-direct.com

    Insurance and Long-Term Care

    Do you offer repairs or cleaning services after the sale?

    All Diamonds Direct Jewelry is eligible for free lifetime cleaning services at any of our locations. Other free services include prong tightening, re-polishing, cleaning and rhodium plating. Contact Customer Service at (800) 885-5050 for details or to schedule an appointment.

    What does the Diamonds Direct Lifetime Warranty cover?

    The lifetime warranty covers all the services for cleaning and tightening as outlined above, as well as the loss of side diamonds, assuming the loss was not caused by damage.
    However, even with the warranty, it’s critical to have your jewelry insured in the event of loss, damage or theft. We recommend Jewelers Mutual Insurance. They’ve specialized in insuring fine jewelry for over 100 years and make the process quick and easy.

    Do you provide appraisals for insurance?

    Yes, all fine jewelry sold at Diamonds Direct valued at over $1,000 will be accompanied by an insurance appraisal.

    Do you provide jewelry insurance?

    No, we do not directly provide jewelry insurance, but we have partnered with Jeweler’s Mutual Insurance Company, or you can contact your insurance provider and request an insurance rider to cover your fine jewelry.
    Note: Diamonds Direct is not a licensed agent of Jeweler’s Mutual insurance and does not sell or recommend insurance.

    Jewelry Orders and Ring Sizing

    I saw a ring I love online. Can I try it on?

    Yes! At Diamonds Direct, we understand how personal a fine jewelry purchase is. It’s important to be able to see and feel jewelry - especially an investment like an engagement ring. We’re so confident you’ll love our jewelry, we offer free shipping on all purchases, with no minimum order.
    Money Back Guarantee: If for any reason, you’re not satisfied with your order, return your purchase within 30 days for a full refund.

    My ring is the wrong size. Can it be fixed?

    We offer one free resizing on rings for 30 days after purchase. Even better, we’ll send the ring back to you via 2-day FEDEX for free as well. After 30 days, the fee is $25 for gold rings and $50 for platinum rings.
    Please note that tension rings and eternity bands cannot be resized.

    Can I complete my purchase online?

    Yes, all Diamonds Direct jewelry can be purchased online using our secure checkout process.

    Can I design a custom Engagement Ring?

    Yes, Custom designed rings are a great way to create a unique expression of your love that’s as individual as you are. Call customer service or click here to fill out a form, and have one of our engagement ring specialists contacts you.

    Can I place an order by phone?

    If you need assistance in placing an order, please call customer service at (800) 885-5050, 24 hours a day, seven days a week.
    What if I have questions or concerns about an order I’ve already placed? If you have questions about an existing order, please call customer service at (800) 885-5050, 24 hours a day, seven days a week. You can also send and e-mail to online@diamonds-direct.com

    Are there any special instructions for international orders?

    International orders from Diamonds Direct are shipped free. Once the parcel arrives in your country, the courier will contact you to collect any taxes or duties owed. Orders over $500 in value are shipped via Fedex International Priority and usualy take 2-3 days. Packages valued below $500 are sent via USPS Priority Mail.

    If I purchase an engagement ring with a diamond, is there a charge to have the stone set into the ring?

    No, there is no charge to set the loose diamond into the ring.

    I have my own diamond but would like to buy a setting from Diamonds Direct. Can you set a stone that wasn’t purchased at Diamonds Direct?

    Every ring on the Diamonds Direct website is available for purchase, regardless of whether or not you buy your center stone from us. Many styles, however, cannot be manufactured unless we have the stone in our possession. Tension Settings and rings with diamond halos are among the more common varieties. Please contact our offices and we’ll provide you with instructions for setting your stone.
    Please note: We take every precaution to professionally mount your diamond to your setting, but Diamonds Direct cannot be responsible for any damage that occurs during the mounting process. Diamond substitutes (Cubic Zirconia, diamond simulants, clarity enhanced diamonds and other gemstones) are particularly susceptible. Any diamond substitutes or enhanced diamonds should be clearly labeled as such when sent to us. We also reserve the right to potentially charge an additional fee for diamonds or gemstones that are greater than 7mm in diameter.

    Are “Custom Design” rings considered special orders? Do they also come with a money back guarantee?

    Custom Designs refer to jewelry that is not on the Diamonds Direct website and created especially for you with the design you have imagined. Custom designs are not applicable for the money back guarantee as the jewelry is unique and created just for you. During the custom design process, our designers will work with you creating 3D CAD images and wax samples to assure your satisfaction prior manufacturing.
    Please click here for more details on Custom Design Jewelry.

    Diamonds and Jewelry

    What are GIA certificates?

    GIA (Gemological Institute of America) is the largest independent grading laboratory worldwide. In fact GIA invented the grading system as we know it and is known to be strict and reliable with their grading reports. The lab reports detail key characteristics of each diamond. Having a 3rd party independent evaluation provides piece of mind that you have an unbiased opinion of your jewelry investment.

    What are the Four C’s?

    The Four “C’s” represent the four primary means that diamond grading labs use to determine a diamond’s quality. They stand for Cut, Color, Carat and Clarity.

    What is “Cut”?

    A diamond’s cut is a reflection of how well the diamond returns light to the viewers eye. A well-cut stone appears fiery and brilliant, while a poor cut will look more dull and lifeless. Well-cut diamonds also often appear larger. For more information, click here.

    What is “eye clean”?

    “Eye-Clean” describes a diamond that looks clean to the naked eye when placed in a face-up position from a distance of 8 to 10 inches away. Diamonds of a VS or higher quality will be eye-clean. Diamonds of a SI and lower should be inspected to determine whether any inclusions are visible or not.

    How can I make sure that the diamonds I ordered are really the same stones I receive?

    We ship every diamond and diamond ring with an independent GIA report. This report can be examined by a trained gemologist and compared against the stone’s own unique qualities to ensure it matches the diamond in question.

    I found a diamond on your website that I like. Is it available?

    Yes all diamonds on the website are in stock and available for purchase.

    What quality of diamonds is used in your jewelry?

    Collection diamonds are the finest in color and clarity. They’re precisely cut to maximize brilliance and fire. We pride ourselves on only using Collection-quality diamonds in our engagement settings and jewelry.

    Are any of your diamonds laser treated, clarity or color enhanced, or modified in any way?

    No, Diamonds Direct only sells diamonds that are 100% natural and untreated. The GIA will not issue grading reports on enhanced diamonds. All our stones include a GIA certificate, ensuring your diamond investment is 100% authentic.

    Do you sell any synthetic gemstones?

    All our gemstones have been mined from the earth. We do not sell any synthetic or lab created stones.

    Are any of your gemstones heat-treated?

    Yes, it is very common for natural gems to be heated. Heating the stone may intensify color and clarity, making the gemstone more beautiful. Emeralds are also infused with a colorless oil wax or resin to improve their luster and shine. Nearly all rubies and emeralds sold commercially are heated or treated in some way.

    Do white gold rings turn yellow over time?

    Yes. Rhodium plating is a process which helps give white gold a pure white color. Over time that rhodium plating may wear off, revealing a buttery gold color underneath. Diamonds Direct offers free lifetime rhodium plating on all our jewelry.

    What are conflict free diamonds?

    At Diamonds Direct, we ensure all our diamonds are obtained via conflict-free means. Conflict-free stones are gems that were obtained without human rights abuses, child labor, violence or environmental damage. Our standards and internal guidelines far exceed any government regulations.
    How we ensure your diamonds are conflict-free:
    • We only purchase polished diamonds from reputable professional members of the diamond trade.
    • Our contracts with our suppliers guarantee that their diamonds are conflict-free.
    • We cut and polish many of our diamonds, and therefore have first-hand knowledge of their origins.

    How often do you update your inventory?

    We update our inventory hourly, so what you see on our website is always what we have available for you.

    Can I trade-in old jewelry towards the purchase of a new item?

    Yes, We can provide free quote on any GIA certified diamond of ½ carat or more. We do not accept trade-ins of used rings or uncertified diamonds.

    Payments

    What type of payment does Diamonds Direct accept?

    We accept all major credit cards (Visa, MasterCard, American Express and Discover), as well as PayPal, certified checks and money orders, wire transfers and personal checks.
    Many customers prefer using wire transfers for purchases over $1,000. Wire transfers receive a 2% discount from our listed price. We must receive bank confirmation before items will be shipped.. At our discretion, we may require a wire payment for international orders, or orders in excess of $20,000.
    Credit card orders can be placed online using our secure server or over the phone. For additional security, Diamonds Direct may request additional verification, such as a driver’s license on some transactions.
    Personal checks must be drawn from a US bank account, and have the customer’s name and address imprinted on the check. Diamonds Direct reserves the right to deposit and hold each payment for up to ten (10) business days. If payment is not received within one week, the order may be cancelled.
    Please contact our customer service department at (800) 885-5050 with any questions.

    Will I be charged sales tax on my order?

    Sales tax is only collected on orders that are shipped to NC, AL, VA, TX, SC, OK.

    When will my credit card be charged?

    Your credit card will be charged at the time of purchase.

    Can I spread my payment across two different credit cards?

    Yes, to pay using multiple credit cards, please call customer service at (800) 885-5050 Monday through Friday between 9 a.m. and 6 p.m. Eastern Standard Time.

    What is the credit card security code?  

    The security code is a 3 or 4 digit number that appears on your credit card. Visa and MasterCard will find this code on the back of the card above the signature line. Discover and American Express has the number imprinted on the upper right of the front of the card.

    Is financing available?

    Diamonds Direct offers special financing options with approved credit through Wells Fargo Financial National Bank to help you purchase the jewelry of your dreams. Learn more about special financing option for you and apply here.

    Privacy and Security

    Is shopping 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?

    We keep your information 100% private and confidential.

    Return Policy

    If for any reason, you are dissatisfied with your purchase you may return it for a full refund or exchange within the first 30 days. We’ll even pay the return shipping costs. Free returns are limited to 3 per customer and US customers only. Engraved items may be subject to a $25 re-polishing fee.

    Return Procedures:
    • Contact Diamonds Direct Customer Service (800) 885-5050
    • Let the representative on the phone know you wish to return an order.
    • Within one business day of your call, we’ll email you a postage paid (including insurance) FEDEX 2 Day label, along with instructions on how to safely and securely pack and ship your order.
    • Take your items and label to a convenient FEDEX location. If you need packaging materials, a FEDEX representative may assist you.
    • Please mail back your items.
    • Your items should arrive within 2 business days of mailing, and will be processed within 2 weeks of receipt..
    • All credits will be issued in the form of original receipt. Bank wires will be refunded by company check.

    Improperly packaged items

    Orders returned without an invoice or order number, or shipped after the 30 day return period will be refused receipt and returned to sender.

    Damaged and Used Items

    All returned items must be in “new and unused” condition. Items showing obvious wear, or alterations by a jeweler other than Diamonds Direct will not be accepted.
    All diamonds must be accompanied by their original lab grading report. Missing reports may be subject to a $150 re-grading charge.
    Eternity bands and tension rings generally cannot be resized and must be completely remanufactured.
    Custom design orders cannot be returned. A ring that is shown on our website and a center diamond that we install together are NOT considered a Custom Design order and can be returned.

    Do you have an upgrade policy?

    Diamonds Direct is proud to offer 110% credit towards any upgrade, applicable one year from the date of your original purchase. The diamond must remain in original condition and be accompanied by its grading certificate.

    Shipping

    Where does Diamonds Direct ship?

    We ship throughout the US, Canada and internationally. We can deliver to your home, office, APO or nearest FEDEX location.
    Canadian orders may be subject to custom taxes.

    What does it cost to have my items shipped?

    Diamonds Direct offers fast, free shipping on all orders, regardless of amount. International customers will be responsible for any duties, VAT, taxes or surcharges levied by their country. Please check with your local authorities to confirm taxes and fees before ordering.
    Orders for military personnel located overseas will be shipped for free to their APO/FOP. Please keep in mind that these locations are served by the US Post Office and may take up to three weeks to deliver.

    When placing an international order, do I pay taxes and fees directly to Diamonds Direct or FedEx?

    We ship your international orders to you for free. Once the parcel arrives in your country, the courier will contact you to collect any taxes, duties or fees. Orders over $500 will be processed via FedEx 2Day shipping. Orders below $500 are sent via USPS Priority Mail.

    Can I ship to a different address than my billing address?

    Yes, you may ship to any address in a country we serve.

    Do you ship to military APO’s?

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

    How long after I order will my items be shipped?

    Items are shipped in one to six weeks, depending on the production schedule of the items and designers. Shipping ranges are located on the detail page of each item.

    Does Diamonds Direct drop-ship?

    No, Diamonds Direct is not a drop-shipper. We carefully inspect every item prior to shipping to ensure the utmost care and satisfaction.

    What if I need an item sooner than the date on the website?

    While we are able to expedite some orders, we highly recommend ordering in plenty of time for your big event. To see if your order can be expedited, call customer service (800) 885-5050.

    Are your shipments secured?

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