Frequently Asked Questions

Will my local store stock the product that I'm looking at on the web? 

Please click on the Hot Diamonds Store Locator, which contains many stores that stock Hot Diamonds products. These stores may have limited availability, so be sure to call the store you'd like to visit before making a journey, to avoid disappointment.

 

Can I return the items that I order from this website to a jewellery store? 

Unfortunately, all retail stores that stock Hot Diamonds products are independent from Hot Diamonds Group, and consequently will not be able to handle returns under any circumstances.

 

If I order something today, when will it be dispatched? 

Same Day Dispatch:

All items with a 'same day dispatch' message on our website, will be dispatched on the same day that you order, provided that you place your order before 2PM (Monday to Friday excluding bank holidays). If you place your order after 2PM, we will endeavour to dispatch your order on the same day, but your order may be dispatched on the following working day.

All items with an 'Dispatched in 3 Days' message on our website, will be dispatched within three working days, please then allow additional time for your chosen delivery method.

Multi-item orders:

Multi-item orders are always dispatched in their entirety, and so please consider the longest fulfilment time for an item on your order, to be the fulfilment time for your whole order.

 

What is the Hot Diamonds Returns Policy? 

Free Returns:

We want you to have complete confidence when shopping with Hot Diamonds, and so we are happy to allow you to return unwanted products free of charge within 28 days of delivery, for a refund or replacement. This does not affect your statutory rights.

We provide freepost returns labels with all orders, so returning unwanted items to Hot Diamonds is easy and completely free of charge. Full returns instructions are printed on the reverse of our despatch notes. All you need do is complete the simple questionnaire on the reverse of your despatch note, send your parcel back to us at no cost to you, and we will refund or replace your item(s), according to your wishes.

Please note that we cannot accept responsibility for free post parcels reaching our returns centre successfully. If you would like to insure the return of your parcel, we recommend that you use an insured courier service of your choice. Unfortunately, we cannot cover the cost of these returns.

Exchanges:

If you would like to exchange an item for the same item again (usually when the first item is faulty or the wrong ring size), simply complete the reverse of the delivery note accordingly, return the item to us, and we will process your exchange for you within 14 days of receipt.

If you wish to exchange your unwanted item for a different item, please return your unwanted item for a refund by completing the reverse of the delivery note, and place another order for the new item that you require.

Conditions of Refund:

All products returned (when not faulty) must be unused, in pristine condition and in their original packaging. Unfortunately, in normal circumstances, we are unable to accept returns later than 28 days after the dispatch date of those items.

Refunds will always be processed onto the same credit/debit card that you used to purchase the goods.

Carriage (where charged) is non-refundable, except where products are returned as faulty.

Faulty returns more than 28 days after dispatch:

Should you wish to return a product as faulty more than 28 days after the dispatch date of the product, we will investigate the fault, and will offer a replacement product, where the fault is considered genuine by our customer services department. Please contact our customer services department for advice, prior to returning such items. ([email protected] or free phone 0800 023 4481).

 

Can I Purchase a single earring on the website? 

Unfortunately, women's earrings are only sold in pairs. Men's earrings, however, are always sold singularly.

 

Are Hot Diamonds products conflict free? 

Hot Diamonds guarantees that the diamonds used in all Hot Diamonds jewellery are purchased from legitimate conflict free sources, in compliance with the Kimberley Process and associated United Nations resolutions.

Hot Diamonds supports the Kimberley Process Initiative to eliminate conflict diamonds from world trade; further details on the Initiative can be found at www.kimberleyprocess.com, and www.diamondfacts.org.

 

How should I care for my Hot Diamonds Jewellery? 

Careful handling of your Hot Diamonds product will be rewarded with many years of enjoyment. Finger marks and the dulling caused by day-to-day wear can be removed by lightly polishing with a microfibre cloth. Please note: Excessive rubbing may damage the protective coatings applied to some metals.

Other simple guidelines include:

  • Do not spray perfume or other solvents on to jewellery.
  • Always store your jewellery carefully after wearing.
  • Do not use silver dips.
  • Sandblasted finishes can be cleaned with a soft eraser.
  • Do not wear whilst swimming.
  • For more persistent marks, wash your jewellery in warm soapy water and then thoroughly rinse in clean running water. Dry with a lint free cloth or hair dryer and then lightly polish with your micro fibre cloth.

 

How do I check the progress of an order that I have placed? 

You can check the progress of your previous orders by viewing the order history section of your My Account pages.

 

How do I know that Hot Diamonds have received the order that I have placed? 

When we receive your order, we will e-mail you an order confirmation message. This can be considered assurance that we have received your order, and that your order will be processed accordingly.

 

How can I contact Hot Diamonds? 

Visit the Contact Us section of our website, where you can e-mail our helpful customer services department. Alternatively, call us free on: 0800 0234481 (Monday to Friday - 9AM to 5PM).