Delivery

How long it takes

For collection jewellery: Your jewellery is made to order in 2–3 weeks, then delivered to you. Bespoke commissions take 2–10 weeks to make, depending on the complexity of the commission. Delivery follows once your piece is complete.

Production begins once the 24-hour cancellation window closes. Nothing is cut, cast or set while you can still change your mind, so the clock starts then rather than the moment your payment clears. If a payment is held for verification, production starts once it is released.

If anything is going to take longer than the quoted window, we will contact you with a revised date rather than let it drift.

How it is sent

• Insured tracked courier, fully covered for the value of the goods.
• A signature is required on delivery. We cannot authorise leaving a parcel in a safe place or with a neighbour.
• Discreet packaging with no indication of the contents.
• You will receive tracking details by email as soon as the parcel leaves us.

We deliver throughout the United Kingdom. Any delivery charge is shown in your basket and at checkout before you pay.

If nobody is home

Because a signature is required, the courier will not leave the parcel. They will leave a card and either attempt delivery again on the next working day or hold the parcel for collection from a local depot. Use the tracking link to rearrange a time that suits you. If delivery cannot be completed the parcel comes back to us, and we will contact you to arrange another attempt.

When risk passes to you

The goods are our responsibility until they are delivered to the address you gave us and signed for. From that moment, risk in the goods passes to you. Please make sure the delivery address is one where someone can sign.

Damage in transit

Inspect the parcel when it arrives. If the packaging or the piece is damaged, tell us within 48 hours of delivery at sales@xclusivediamonds.com, with your order number and photographs of both the item and the packaging. Keep everything, including the box, until the courier claim is settled. We will repair, replace or refund as appropriate — see Returns & Cancellations.

Delivery outside the UK

Our checkout is set up for UK delivery. If you are outside the UK, email sales@xclusivediamonds.com before you order and we will tell you honestly whether we can arrange insured shipping to your country, what it would cost and how long it would take. Any import duty or local tax would be yours to pay.

Tracking your order

Guest buyers can view their order through the secure link in their confirmation email. Use guest order help to request a new link at the original email address.

You can follow progress at any time in your account, and we email you at each stage. The full contract terms are on our Terms & Conditions of Sale page.