Delivery & Returns

All orders are subject to product availability. If an item in your order is unavailable, we will ship you the part of your order that is available. When that item becomes available, we will ship you the rest of your order. Shipping costs for your order are non-refundable and are based on the weight of the items you order and your location. The date of delivery for your order may vary due to carrier shipping practices, delivery location, method of delivery and the quantity of items ordered, and in addition your order may be delivered in separate shipments. Additional shipping charges may apply depending on your location and the size of your order. You are responsible for all taxes applicable to the delivery of your order, including sales tax, value added tax, custom duties and excise duties. If there is any damage to the items that you ordered on delivery, you must contact us within 5 days from receipt of your order.

Once we receive your order, LD may charge your credit/debit card to check stock availability and reserve your stone. Goods are subject to availability. While we take every possible measure to honour your choices, in rare cases the item you selected and reserved, may no longer be available. In such event, our Diamond Consultant will source and offer you the closest matching alternative. If you do not wish to proceed with the replacement, you will receive a full refund of your reservation payment. LD will not be held liable nor obliged to honour your order choice, in case of your delayed payment for the item. In the event that reservation is successful, but full payment of the item is not finalised or cancellation occurs before shipping, the customer may be liable for an administrative fee.

The price you pay is the price displayed on this website or quoted via phone or email, including delivery cost and VAT (if applicable), at the time we receive your order. Whilst we make every effort to ensure that all prices on our website are correct, errors sometimes do occur. If such an error in the price of the goods you have ordered is discovered, we will let you know of this as soon as possible. You will be given the option of reconfirming the order at the correct price or cancelling it. If we are unable to contact you we will treat the purchase as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

Goods will remain the property of LD until they have been fully paid for. In case you receive goods that you have not paid for in full, and you are requested by LD to return the same, you have to do so immediately without delay. LD will incur the costs of delivery but may charge you an interest rate penalty, to be calculated from the day you received the goods.

You agree to indemnify LD in full against all costs and outgoings incurred by us in obtaining payments from you in the event that a failed payment occurs.

Importer of record

When ordering from LD, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Title and risk of loss for items ordered will transfer to the recipient upon shipment being picked up by the carrier from LD. Prior to delivery to the recipient, the shipment may be subject to customs fees, import duties, taxes, and other charges of the destination country where applicable. These charges are always the recipient’s responsibility.

Value Added Tax (VAT)

Value added tax (VAT) will be applied for all orders placed on the website where applicable. The VAT amount is calculated based on the shipping destination of your order. If you choose to have your diamonds securely stored, you will be responsible for paying VAT should you decide to later take delivery of the items. We are VAT registered in the UK and our VAT number is 285 2852 73.

Delivery insurance

We use only professional, reputable delivery carriers. All shipments are fully insured. That means that your order is always shipped risk-free. For added security, a signature will be required upon delivery of your London Diamonds order. Please make arrangements so that you are available at the shipping destination to sign for receipt. Please be aware that for any shipments exceeding the value of EUR 5,000 or equivalent in other currency, the presentation of the identification document that is kept in the LD file is necessary, as well as the delivery address matching the utility bill address held on file. Upon acceptance of delivery, the insurance and protection of merchandise become the sole responsibility of the customer and LD shall not be held liable for any loss, theft or resulting damages that may subsequently occur.

Alternate shipping addresses

If you prefer, we can ship your order to an address other than your billing address. As a security precaution, we require that you personally receive and sign for the item in addition to showing your valid identification document. This step helps protect you from fraudulent charges to your credit card.

Returns & Refunds

We provide the option of a full NO QUESTIONS ASKED refund for the value of the item within 14 days of delivery. This returns policy is limited to all items that have not been customised from their original state as received. Due to the nature of bespoke work, we are unable to offer refunds on any bespoke work. However, all bespoke work must be made to the specification and design which you have agreed upon, any deviation from this spec would mean you were entitled to a refund. Returns of orders will be confirmed only where you have returned the item in its original condition, unworn and together with its original packaging and certificate. The customer accepts and hereby undertakes to cover any shipping charges for the return of the goods. Please contact us to discuss this further, as management has the ability to waive these charges on a case by case basis. In the unlikely event that the goods turn out to be faulty, damaged or different from those the customer ordered, LD will take back the item and refund the cost in full. If the purchased diamond has been in any way tampered with or altered by the customer, jeweller or any other third party, the return policy will cease to apply, and the item becomes non-refundable and non-returnable. Note: LD will not be responsible for loss or damage of return shipments. We cannot be held liable for any loss or damage you may suffer as a result of your return or late delivery or cancellation of your order, so we advise that you retain all proof of posting documentation. If you have any questions regarding returns please send us an e-mail to support@londondiamonds.com If the goods in question are bespoke jewellery, and we have already provided you with designs which you have approved, we will undertake any repairs or alterations at cost. In the unlikely even that we have not built the bespoke piece to the specification agreed upon, we will cover the cost of any repairs or alternations.