Frequently Asked Questions – Diarossa
Explore Diarossa’s FAQ by category—designed to guide you seamlessly from browsing to purchase and beyond.
1. General
Is it safe to order online?
Absolutely. We use industry-standard SSL encryption to protect your personal and payment details during transit—ensuring your data’s authentication, encryption, and integrity.
Do you offer a money-back guarantee?
Yes! We provide a 30-day satisfaction guarantee. If you’re not completely happy, you may return or exchange eligible items following our Returns Policy.
How can I contact your team?
Our Customer Care is available via email, live chat, or phone. We reply within one business day and offer virtual or in-person consultations upon request.
When is Customer Care available?
We’re here 7 days a week, from 9 AM to 5 PM. Rest assured, you’ll receive a response within one business day.
2. Shopping
How do I place an order?
Simply click “Add to Cart”, follow the secure checkout steps, and confirm your purchase. Your order isn’t placed until the final confirmation screen.
Do I need an account?
Not at all—you can guest checkout. Creating an account, however, unlocks perks like faster checkout, order tracking, and updates on your purchase.
Do prices include VAT?
Yes, all displayed prices include VAT so there are no hidden fees or surprises at checkout.
3. Product
Can you help me design a custom piece?
Of course. We offer bespoke jewellery design services. Contact us to start the conversation.
How long does custom work take?
Most custom designs are completed in 2–5 days, with delivery 15–20 business days after approval. More complex pieces may take up to 6 weeks.
Can I put items on hold or request additional photos?
Yes—you can place a short-term hold, or ask for extra images of any piece.
Do you offer resizing?
Yes. The first ring resize is free within 30 days; thereafter, a flat fee applies.
Can you engrave my jewellery?
Yes. Engraving is available for a fee and adds a few days to delivery time. Please note resizing isn’t possible after engraving.
Can you set my own diamond or gemstone?
Yes. We can mount your loose stone for a handling fee, which includes setting, appraisal, and insurance.
4. Payments
What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard, AMEX), PayPal, bank transfers, Klarna, and telephone orders. AMEX includes a small surcharge.
How does financing work?
Klarna is available:
- Up to £4,000 for immediate payment,
- Up to £2,500 for Pay in 30 days or instalment plans.
Is my transaction secure?
Yes—our site uses SSL encryption, and we never store your card details. Billing and shipping addresses must match for added security.
Can I use multiple payment methods per order?
Unfortunately not—only one payment method per order is allowed.
5. Returns & Exchanges
What’s your return policy?
We offer complimentary returns and exchanges within 30 days of receiving your item. Items must be unworn, undamaged, and include original packaging.
How do I request a return?
Initiate via your account’s “My Orders” section to get return approval.
How long until I receive a refund?
After inspection, refunds are issued to your original payment method.
6. Resizing
A/B – first ring resize is free within 30 days. Subsequent resizing at a flat fee.
7. Upgrade
Interested in an upgrade?
We offer upgrade options for select pieces. Contact us to explore availability and pricing.
8. Technical
How do I find products on your site?
Use our smart search box—enter keywords, SKUs, or collection names.
What if a product is out of stock?
Out-of-stock items are automatically hidden. Feel free to reach out about restocking or alternatives.
Any trouble with your shopping bag or account?
Items may expire after 30 minutes in the cart due to limited stock. If you can’t sign in or your bag seems stuck, try resetting your password or contact us for help.
9. Care
How should I care for my Diarossa jewellery?
Refer to our detailed Care Guide; we recommend gentle cleaning, proper storage, and regular inspections to maintain your piece’s shine.
10. Repair
Do you offer repair services?
Yes. If your piece is defective or damaged, we offer complimentary repairs. For others, we’ll provide a transparent quote.
11. Engraving
Custom engravings available?
Yes—add engraving during checkout for a small fee. Please note it may extend delivery time and limits resizing.
12. Diamonds
Can you advise on diamonds?
Yes—we offer expertise based on the 4Cs (Cut, Colour, Clarity, Carat). Guidance is available upon request.
13. Engagement & Bridal
Need help choosing engagement rings?
Our consultants are available for tailored consultations—whether virtual or in-person—to help you find or design the perfect symbol of commitment.
14. Finance
Do you offer financing?
Yes—via Klarna options, including Pay Now, Pay in 30 Days, and instalments (limits apply as above).
15. Gift
Gift packaging available?
Every order is beautifully and discreetly packaged—perfect for gifting or safe delivery.
16. Jewellery Fit
Not sure of ring size?
Check our Ring Size Guide or request a complimentary sizing tool.
17. Home Try-On
Can I try before I buy?
Yes—select pieces are available for home try-on. Contact us to explore this service.
18. Lab Diamonds
Do you offer lab-grown diamonds?
Yes. Lab-grown diamonds offer an ethically alternative option, often at a lower price point. We can help you choose what’s best for you.
19. Virtual Appointments
Can I book a virtual consultation?
Certainly. Book a no-obligation virtual appointment with one of our design specialists for personalised guidance.
20. Warranty
Is there a warranty?
Yes. Jewellery comes with a one-year warranty for manufacturing defects and a lifetime warranty on genuine stones. A refundable evaluation deposit may apply for warranty claims.
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