Every detail matters. To help you enjoy a seamless experience, we’ve gathered answers to frequently asked questions about our creations, care, and services. For anything more personal, our Client Services team would be delighted to assist you directly.
If you have other questions, please just send it to info@xclusivediamonds.com.
- All
- Orders & Payments
- Shipping & Delivery
- Returns & Exchanges
- Jewellery Care
- Sustainability & Materials
- Wholesale & Trade
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Orders & Payments
Orders may be placed directly through our website. For bespoke or wholesale requests, please contact our Client Services team.
We accept all major credit and debit cards, as well as secure online payment methods. For wholesale partners, bank transfer and account terms can be arranged.
Yes, our bespoke service allows you to commission unique creations tailored to your vision. Please reach out to begin the consultation process.
Shipping & Delivery
Yes, we proudly serve clients worldwide. Shipping costs and delivery times are calculated at checkout, or quoted for wholesale orders.
Ready-to-ship pieces are typically dispatched within 1-2 business days. Bespoke or wholesale orders may require additional lead time depending on the scale and complexity.
Yes, all shipments are fully insured until they arrive with you.
Returns & Exchanges
As all of our jewellery is made to order, we are unable to accept returns or exchanges once an order has been confirmed. This includes bespoke, customised, engraved, and wholesale orders. In the unlikely event of a manufacturing fault, we will arrange a repair or replacement. Please see our Terms & Conditions for full details.
Please contact our Client Services team, who will provide guidance tailored to your order.
Yes, all shipments are fully insured until they arrive with you.
Jewellery Care
Store pieces separately, avoid contact with harsh chemicals, and gently clean with a soft cloth. Detailed advice is available in our Care Guide.
Yes, resizing and repair services are available on selected pieces. Wholesale partners may also arrange aftercare support for their clients.
Yes, all shipments are fully insured until they arrive with you.
Sustainability & Materials
Yes, we work only with trusted suppliers and also offer lab-grown diamonds as a sustainable option.
Where possible, we incorporate recycled gold and platinum into our jewellery, ensuring lasting quality with a reduced environmental impact.
Wholesale & Trade
Yes, wholesale accounts are available for approved partners. Please contact us to apply.
Lead times vary depending on volume and design requirements. Standard orders are usually fulfilled within 3-4 weeks.
Yes, we work closely with partners to create exclusive designs or branded collections tailored to their clientele.
Approved wholesale partners have access to professional product photography and marketing assets.
