Frequently Asked Questions

Ordering & Delivery

How long will my order take?

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. Full detail is on our Delivery page.

Why does it take that long?

Because the piece does not exist until you order it. The setting is cast or hand-fabricated, stones are selected and set by hand, and the piece is polished, finished and checked before it leaves us. That is the trade-off for a piece built to your specification rather than pulled off a shelf.

Can I cancel my order?

Yes, within 24 hours of placing it, before it enters production. Open the order in your account and use the Cancel Order button — the page shows how long you have left — or email sales@xclusivediamonds.com with your order number. After that, materials are allocated and work has begun, so it can no longer be cancelled.

Can I change my size, metal or diamond selection after ordering?

Contact us as soon as possible with your order number and the change you would like to make. We will check whether it is possible and confirm any price difference or revised delivery time before proceeding.

Can I return it if I change my mind?

No. Because every piece is made to your specification, we cannot accept change-of-mind returns, exchanges or refunds, and made-to-order goods are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013. We say this plainly before you pay rather than bury it. See Returns & Cancellations.

What if it arrives faulty or damaged?

Tell us and we will put it right. If an item is faulty, damaged in transit or not as described, your rights under the Consumer Rights Act 2015 are unaffected — repair, replacement or refund as appropriate. Report transit damage within 48 hours of delivery, with photographs of the item and packaging, and keep the packaging until the courier claim is settled.

How is my order delivered?

By insured tracked courier with a signature required, in discreet packaging, anywhere in the UK. You get tracking by email when it leaves us. Because a signature is needed, the courier will not leave the parcel unattended.

Do you ship internationally?

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

Diamonds & Materials

What is the difference between lab-grown and natural diamonds?

Both are real diamonds. They have the same chemistry, the same crystal structure, the same hardness and the same optical behaviour — a lab-grown diamond is not a simulant like cubic zirconia or moissanite. The difference is origin: one formed in the earth over a very long time, the other was grown in a controlled environment over weeks.

In practice, lab-grown gives you the same look for a lower price, so the same budget buys a larger or cleaner stone. Natural diamonds are rarer and priced accordingly, and some people simply want a stone that came out of the ground. Neither choice is the wrong one, and we will never push you towards either.

What diamond quality options are available?

Where offered, choose from one lab-grown diamond quality option or three natural-diamond quality options. The available choices and their colour and clarity grades are shown on each product page. Engagement-ring centre diamonds are selected separately: choose from the carat, colour and clarity options shown on the design’s product page. Each design has a fixed centre-diamond shape.

The following are examples of quality labels; only the options shown on your chosen product are offered.

• Lab Diamond, E–F colour, VVS–VS clarity — a colourless grade range with inclusions that are hard to find even under magnification.
• Natural, F–G colour, VS clarity — premium natural stones, clean to the naked eye.
• Natural, G–H colour, SI clarity — the best-value natural option. Minor inclusions, typically invisible without magnification.
• Natural, H–I colour, SI clarity — the most affordable natural option. Bright, with slight inclusions that are difficult to see with the naked eye.

Colour runs from D, the whitest, downwards; clarity describes how few inclusions a stone contains. The quality selector on each product page shows what your choice does to the price before you commit.

Are the diamonds certified?

Centre diamonds 1.00 ct and above are supplied with individual grading certificates. Smaller diamonds are graded in groups and are not supplied with individual certificates. The threshold applies to each individual centre diamond, not the combined diamond weight. An exactly 1.00 ct centre diamond qualifies for an individual certificate. Ask us for the relevant product’s certificate information before ordering.

What documents will I receive with my jewellery?

Your jewellery comes with an invoice and an insurance valuation. Each centre diamond weighing 1.00 ct or more also comes with an individual grading certificate. The threshold applies to each individual centre diamond, not the combined diamond weight of the jewellery. Smaller diamonds are graded in groups without individual certificates.

Can I see images or videos of the actual diamond before ordering?

Yes. Images and videos of your selected diamond are available on request. Contact us before ordering to request them.

Will my piece look exactly like the photograph?

Very close, but it is handmade. Photographs and 3D previews are shown enlarged and lit for clarity, so small differences in finish, stone placement and the exact tone of a metal are normal, and screens render colour differently. Natural stones each carry their own characteristics.

Can you make something that is not on the site?

Often, yes. Send us a description, a sketch or a photograph of what you have in mind at sales@xclusivediamonds.com and we will tell you whether it can be made and what it would cost before any commitment.

Sizing & Aftercare

How do I find my ring size?

The most reliable way is to have your finger measured by a jeweller, ideally at the end of the day when fingers are at their largest. Failing that, measure the internal diameter of a ring the same person already wears on that finger. Avoid paper strips and string, which stretch and read a size too large. If it is a surprise, borrow a ring they wear on the right finger and send us the measurement — we will help you work it out.

Is my ring resizable, and what does it cost?

Resizing after purchase is free. You cover the postage to send it to us, we cover the return postage. It is not possible on full-eternity rings or on designs with stones set into the shank — there is no plain metal to work with, so the ring has to be remade, and we would quote for that first. See Warranty & Aftercare.

What does the warranty cover?

Manufacturing defects, for life — a stone lost through a failed setting, a solder joint that gives way, a faulty clasp. It does not cover accidental damage, impact, normal wear, loss, theft, scratching, chemical damage, work done by another jeweller or misuse. Repairs for those are quoted before we start.

How should I look after it?

Put jewellery on last and take it off first, remove rings for sport, DIY and swimming, and clean gently with warm soapy water and a soft brush. Have claws checked every 12 to 18 months on a ring worn daily. More advice is on the Warranty & Aftercare page.

Payment & Security

Is it safe to pay on this site?

Yes. Payments are handled by Stripe, one of the largest payment processors in the world. Your card details are entered on Stripe's systems and are never received or stored by us. The site runs over an encrypted HTTPS connection throughout.

What payment methods do you take?

Card payments, including Apple Pay where your device supports it, and Klarna on orders paid in full up to £4,000. On some orders you can also pay a deposit at checkout, with the balance due on delivery. You can browse and pay in GBP, EUR or USD; prices include UK VAT. Klarna is offered only for eligible GBP payments.

When am I charged?

At checkout. Production begins once the 24-hour cancellation window closes. That is when the collection’s 2–3 weeks of production starts, not the moment your payment clears. If you cancel within that window, the full amount goes back to the way you paid.

Are prices inclusive of VAT?

Yes. Every price shown includes UK VAT at the current rate. Any delivery charge appears in your basket before you pay.

How do I contact you?

Email sales@xclusivediamonds.com, call 0161 706 1696, or use the contact form. We aim to reply within one working day. Our hours are Monday to Friday, 9:00am – 6:00pm. Closed weekends and UK bank holidays.