Terms & Conditions

Agreement

These Terms governs your access to and use of the website diamondsfactory.co.uk (the “Website”) and the content including without any information, text, images, photos, design, files, software, music, sound and video (“Website Content”) provided by Diamonds Factory.. Your continued use of the Website after any changes constitutes your acceptance of the updated terms.

Use of Website

• Diamonds Factory grants you a non-exclusive, revocable licence to use the Website, but you shall not amend or modify any Website Content.
• You shall not exploit the Website Content (or any part thereof) for any commercial use or purpose except as specifically agreed with Diamonds Factory in connection with the services provided through the Website.
• You are granted a non-exclusive and revocable right to create a hyperlink to the Website provided that such link does not portray Diamonds Factory or any services provided in connection with Diamonds Factory in a false, misleading or offensive manner, or claim any association with Diamonds Factory.
• You shall not use any Diamonds Factory logo, design or trademark or any other intellectual property rights belonging or licensed to Diamonds Factory in connection with the aforesaid link without the express written consent of Diamonds Factory .
• Diamonds Factory reserves the right to make changes from time to time to the Website Content.
• If you submit any user generated content (such as reviews or comments) you grant us a non-exclusive, royalty free license to use, reproduce and display such content on the Website.
• You must comply with all applicable laws, including UK consumer laws and data protection laws when using the website.

Intellectual Property Rights

• All intellectual property rights in the website and website content are owned by us or our licensors. Your use does not grant ownership rights.
• You may not publish, broadcast, retransmit, distribute, disseminate, sell, circulate or otherwise make available any part of the Website Content to any third party without the express written consent of Diamonds Factory;
• Any copy you make of any part of the Website Content must retain any copyright or other intellectual property notices contained in the original material together with an acknowledgment that such material is the property of Diamonds Factory or its Licensors; and
• You acknowledge that some parts of the Website Content may be subject to other intellectual property rights reserved by Licensors and, notwithstanding any other provision in these Terms, you acknowledge that no sub-licence is granted to you by Diamonds Factory in respect of any such intellectual property rights except to the extent necessary to give effect to your rights as expressly set out in these Terms.

Liability

• We will use reasonable endeavours to ensure the accessibility of the Website but such accessibility cannot be guaranteed at all times. We will not be liable for any restrictions, interruptions or delays except where caused by our intent or gross negligence or breach.
• You acknowledge that we do not make any representation or warranty (whether express or implied) that any Website Content is free of viruses or harmful components and Diamonds Factory accepts no responsibility or liability for the same.
• To the extent permitted by law, our total liability for claims arising from these Terms, the Website, or Products is limited to the price paid for the Products. This does not apply to liability for death, personal injury, fraud, or any liability that cannot be excluded under the CRA or other laws.
• The company does not bear any liability arising out of any defects from any design, if any adjustments, alterations or any other modification has been carried out to the products by any third person, who is not authorized by the company, but this does not affect your rights under Consumer Rights Act 2015.
• You must observe and comply with all the applicable regulations and legislations, including all necessary customs, import or other permits to purchase from our website. The importation or exportation of the products displayed on the website may be prohibited by certain national laws. We make no representation and accept no liability in respect of the import or export of the products you purchase, except as required by applicable laws.
• To the fullest extent permitted by 'Law', the company is providing this website on an "AS IS" basis and makes no warranty of any kind, either express or implied, with respect to this website or its contents. But this does not exclude CRA statutory rights (e.g., satisfactory quality, fitness for purpose and a 30-day remedy for faults under CRA.)
• We reserve the rights to change any information, price or content and improvise the website at any time without any notice.
• Nothing in these Terms excludes, restricts or modifies any guarantees, right remedies or liabilities imposed by the Consumer Rights Act 2015 or any other applicable law that cannot be excluded by agreement.

Privacy

• Your privacy is important to us and we comply with UK GDPR.
• By using this Website, you agree to our Privacy Policy at https://www.diamondsfactory.co.uk/privacy-policy which explain how we collect, use, disclose and protect your personal data as per the UK GDPR and Data Protection Act 2018.
• We may collect your personal data (e.g. name, email, phone, payment details) for orders, newsletters or services based on consent or contract necessity.
• You have rights including access, rectification, erasure, and objection. Data is processed on lawful bases such as consent or legitimate interests, and retained only as necessary (e.g., for marketing, customer behaviour analysis and order fulfillment). For full details on purposes, recipients, and your rights, see our Privacy Policy.
• You may contact our DPO at data.controller@nevejewels.com in case of queries/complaints.

Collection of Personal Data

• We may collect personal data, such as name, email address, and phone number, when you fill out a form on the website or sign up for a newsletter.
• Your personal data may be shared with third parties in an encrypted manner to enhance Shopping Data Analytics.
• We are 100% committed to protecting your privacy and security and we totally appreciate and respect how important privacy is. We will strive to ensure that your data is not used for any other than aforementioned by us or by the third parties engaged by us.
• This personal data will only be used for the specific purpose it was collected for.

Governing Law

• These Terms and Conditions do not affect your statutory rights.
• If any provision in these terms and conditions is prohibited by law or judged by a court to be unlawful, void or unenforceable, the provision shall, to the extent required, be severed and rendered ineffective as far as possible without modifying the remaining provisions and shall not in any way affect any other circumstances of or the validity or enforcement of these terms and conditions.
• The website, its contents, terms and conditions and contracts shall be governed by and construed in accordance with English Law. Any dispute not resolved by normal complaints procedure will be resolved exclusively in the courts of England.
• If you have a complaint, please contact us first at service@diamondsfactory.co.uk. We aim to resolve disputes amicably.
  You may refer to the CMA (gov.uk/cma) or ICO (ico.org.uk) and for EU consumers, use the ODR platform (ec.europa.eu/odr).

Orders

Orders placed on www.diamondsfactory.co.uk will be subject to acceptance in accordance to the terms and conditions.

• On placing the order and checking out, you are making an offer to accept the goods at the stated price subject to the terms and conditions.
• On acceptance, we will send you an Order Receipt that will have all your order details agreed by you at the time of placing the order. However, such Receipt will not be treated as a binding contract and the order will not be treated as 'accepted' for the following reasons:
  • Payment not authorized;
  • Partial payment pending;
  • Products out of stock;
  • Error on the website with respect the stated price amount;
  • Order being cancelled;
  • Cannot fulfill order.

Your contract to purchase is not complete until we send you an e-mail of order confirmation within 5 working days from the date of receipt of order. If your order is not confirmed, any payment made will be refunded promptly.

Once confirmed, the order is binding, subject to your statutory 14-day cancellation right under the CRA, but this excludes personalized products.

Order Completion Reminders

By providing your contact information (e.g., email or phone number) during the checkout process or account sign-up, you consent to us sending you limited, non-promotional communications to assist with completing your order. This may include reminders about incomplete or abandoned orders, or any other assistance related to incomplete orders such as cart recovery emails or texts sent within 24-48 hours of the issue. These messages will include details of your items and an easy way to opt out or complete your purchase. You can withdraw consent at any time by [e.g., clicking the unsubscribe link, updating account preferences, or contacting support]. We will not use this information for unrelated marketing without your separate opt-in.

For full details on data handling, see our Privacy Policy.

Once confirmed, the Order is binding, subject to CRA rights.

Delivery And Collection

• As a made-to-order company, most of our products are subject to a manufacturing time. This is normally between 2-3 working weeks, and 3-4 working weeks if your item is bespoke.
• Available Now applies only to products featured in the ‘Available Now’ category which are subject to CRA rights.
• For Products which are marked as ‘Last Chance’ will be delivered within 3-5 working days.
• All the efforts will be made to dispatch and deliver the products within the stipulated timescale; however, delays could be inevitable due to unforeseen circumstances and subject to availability, stock-levels, and your CRA rights.
• If a delay in your delivery should occur, we will keep you updated on your order status and provide a new delivery date.
• We will not be held responsible for any loss you may suffer on account of late delivery or cancellation of your order. You can contact us if you have any questions regarding your delivery issues at service@diamondsfactory.co.uk.
• Any item purchased with an option of in-store pick up by the customer, has to be collected within 90 days from when it arrives in-store. Any order not collected within 90 days will be automatically cancelled and subjected to a 30% restocking fee of the full order value. Restocking fee reflects costs; waived if our fault or during withdrawal. Restocking fee reflects costs; waived if our fault or during withdrawal.

Holiday Delivery Information

During peak periods, we recommend placing your order well in advance to ensure availability and avoid potential disappointment.

Each of our products is clearly labelled with its estimated delivery time on the corresponding product page. The majority of our pieces are made to order by our expert craftspeople. Standard made-to-order items typically require 2–3 working weeks for production, while bespoke items generally require 3–4 working weeks.

Last Chance and Available Now jewellery is available for immediate dispatch and is usually delivered within 2–3 working days. Our 7-day products will be delivered within 7 working days of order confirmation. Once your order has been dispatched, you will receive an email containing your tracking information.

While we make every reasonable effort to produce and deliver your order within the stated time frames, please note that these are estimated and not guaranteed. Factors beyond our control, such as courier delays, adverse weather, or supply chain issues, may occasionally affect delivery times.

Pricing And Payment

• We take the payment at the time the order is placed; the merchant bank for security purposes will verify the card details.
• We accept all major credit cards and debit cards like Master Card, Maestro, Visa, Switch and Delta. You can also place an order over the phone by calling on our toll free number 0207 138 3672.
• The prices shown are inclusive of VAT, Packaging.
• We offer flexible credit options, including Klarna and V12, allowing you to spread the cost of your purchase over time. Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. T&Cs and late fees apply.
• Products are not shipped until and unless complete payment is received for the order placed.

Anti-Money Laundering Compliance

For cash payments of £7,000 - 10,000 or more (including banknotes or cash equivalents) in a single transaction or linked transactions, we are required under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (MLR 2017, Reg 27) to verify your identity before completing the purchase.

You must present a valid government-issued photo ID, such as:

• UK photo card driving licence
• Passport
• HM Armed Forces ID card
• We may also request proof of address (e.g., a utility bill or bank statement less than 3 months old) for enhanced due diligence.

Your personal information will be:

• Collected and stored securely solely for AML compliance;
• Retained for 5 years after the transaction (MLR 2017, Reg 40);
• Processed in accordance with UK GDPR, the Data Protection Act 2018, and our Privacy Policy;
• Not used for marketing without your separate consent; and
• Reported to the National Crime Agency (NCA) if suspicious activity is detected.

We may also disclose your information to our group companies for group-wide compliance reporting, as disclosed in our Privacy Policy.

If you do not provide valid identification, we reserve the right to decline to accept the order via cash payment. This does not affect your statutory rights under the Consumer Rights Act 2015.

If you have questions about this process, please contact our Data Protection Officer at data.controller@nevejewels.com.

January Sale

25% off eligible products, up to £5,000 of maximum discount on the order. Offer is not valid for loose diamonds. Product exclusions may apply. This offer expires at 11.59pm 25th December 2025. The offer cannot be combined with any other promotion or discount code, and cannot be applied retroactively.

Offer is valid while supplies last. Void where prohibited or restricted. Void if sold, exchanged, copied or transferred. The offer terms and conditions are subject to change at any time without prior notice.

Any "Last Chance" items are non refundable. Exchange will be offered at the same price of the purchase or higher. Our full refund policy applies to the rest of orders. We are happy to exchange your ring for another size as per our return policy.

Should you opt for an exchange, your new ring may contain fewer or more diamonds or a reduction or increase in precious metal weight which may cause an increase or decrease in the price. The promotion remains applicable to the size change for 30 days.

Discount cannot be redeemed for cash. No correspondence will be entertained regarding this promotion or these Terms and Conditions.

U.S. Customs Clearance Additional Requirements

For shipments entering the United States, U.S. Customs and Border Protection (CBP) requires the identification of the Ultimate Consignee—the party receiving the imported goods. Customers importing goods to the U.S. may need to provide a Social Security Number (SSN) for individuals This information ensures compliance with U.S. customs regulations and facilitates timely clearance of your order.

As of August 29, 2025, the suspension of the de minimis exemption requires all shipments, regardless of value, to undergo formal customs entry, which may involve additional documentation, duties, and taxes. We strongly recommend registering your SSN or EIN with CBP in advance or working with a licensed customs broker to avoid delays. Neve Jewels is not responsible for delays, additional costs, or shipment returns due to incomplete or inaccurate customs documentation provided by the customer. For assistance, please contact our customer support team or visit www.cbp.gov for more information on U.S. customs requirements.

Our Commitment To Hallmarking:

At Diamonds Factory, we ensure that every item of jewellery we sell is hallmarked, regardless of its weight. As an Assay Assured Jewellery Retailer, we adhere to the strict standards set by the London Assay Office. This certification is only awarded to retailers who have been independently audited and verified, confirming that all our precious metal jewellery (except items exempt by weight) has undergone thorough testing and hallmarking.

Learn more about hallmarking and what a hallmark looks like here. ( https://www.edinburghassayoffice.co.uk/wp-content/uploads/Type-A-Dealers-Notice-EAO.pdf)

Price Match Offer Terms & Conditions

At Neve Jewels, we’re committed to offering our customers the best possible value. Our price match policy ensures you can shop with confidence, knowing you’re getting a fair price for a comparable product.

1. Eligibility Criteria

• We will price match any comparable product offered by a retailer that operates both online and has a physical retail presence.
• We do not price match against Ebay, Amazon, marketplace platforms, or private sales.

2. What Qualifies as a Comparable Product

• Certified Natural Diamonds:
  We will match any natural diamond that has a valid certificate number (engraved on the girdle).
• All Other Products:
  To qualify, specifications will need to match exactly, and clear evidence and links are required to verify price match i.e., design, gemstone, weight, colour, clarity, cut grade, stone shape, and metal type.

3. Price Match Conditions

• The competitor’s price must be the full, regular retail price.
  • Discounted, promotional, clearance, or sale items are not eligible.
• The price must be publicly visible and verifiable (a link or official quotation is required).
• Prices must be in the same currency.

4. Exclusions

We will not price match:

• Retailers in administration, liquidation, or outlet stores.
• Transactions using Interest-Free Finance, Amex, or corporate cards.

5. Process & Discretion

• All in-store price matches need to be approved by the manager.
• Fast-track production may not be available on price-matched orders.
• No other promotional codes or discounts may be applied in conjunction with a price match.
• Neve Jewels reserves the right to refuse a price match based on objective criteria listed above.

6. Time Frame & Accuracy

• Once a price is verified and matched, it will be honoured for 24 hours.
• This guarantee applies only before purchase. If you’ve already bought a product, our standard 30-day return policy still applies.
• The guarantee does not apply in the event of pricing or typographical errors by either party.

7. General

• This does not affect your rights under applicable Consumer Rights Act 2015.
• Promotions and offers may be updated or extended at our discretion. Please refer to the website for current terms.

Jewellery Care Plan

Neve jewels Ltd offers this added protection for your fine jewellery. The Jewellery Care Plan may be purchased to cover any carat gold, gemstone, or diamond jewellery within 30 days of the original purchase at Neve Jewels Ltd.

For this service plan to remain valid, authorised Neve Jewels Ltd. craftsmen must perform all workmanship, repairs and custom work.

We will furnish the labour and parts necessary to maintain the merchandise in a useable and wearable condition, provided such service is necessitated by merchandise wear during normal usage of the merchandise under conditions for which it was designed. This service plan is a “repair” plan and all decisions regarding repair or replacement will be the sole right of Neve Jewels Ltd.

Our Jewellery Care Plan does not cover loss or theft, excessive abuse or neglect, improper treatment or damage caused by accidents, fire or acts of God. Original receipt must be attached to verify merchandise covered and purchase of plan. This plan is non-transferable. The plan varies in price from £99 for 1 year to £400 for 5 years. The plan covers the following repairs and services.

• Re-tipping of claws once per 12 months
• Rhodium plating for rings in white gold, once per 12 months
• Chain/bracelet soldering, once per 12 months
• Resetting/tightening diamonds and gemstones, once per 12 months
• Cleaning, inspection and polishing per 12 months
• Replacement backs on earrings, once per 12 months
• Soldering earring posts, once per 12 months
• Clasp replacement (same as original), once per 12 months
• Ring sizings up to 2 sizes, maximum once per policy (does not cover reshanking of rings; certain styles of rings are not suitable for resizing and are excluded from the resizing service under this Plan)

Gross total price is inclusive of VAT.

Insurance is not liable to VAT [As Per Notification " Insurance (VAT Notice: 701/36].

No discounts are available for "Add on Products " and "Jewellery Care products".This plan does not affect your statutory rights under the CRA for goods and services.

Returns And Refunds

The customer is only eligible for Returns and Refund if he/she full fills the following conditions:

• Engraved items cannot be returned for credit or exchanged.
• Bespoke and special orders are not eligible for return or exchange.
• Resized items are not eligible for return or exchange.
• Eligible products must be returned within 30 days after reception, unworn and in pristine condition.
• Customers have 30 days to reject faulty goods.
• Products bought via distance sales can be returned within 14 days. You may notify us to cancel the order. (Exclusion- Personalised products).
• Our 30 days return policy supplements your 14 days withdrawal rights under CRA.
• Products must be returned with the original tag attached or alongside the product.
• All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 10-14 days to be processed.

Any diamond fallen out of the ring or lost will not be covered under our return policy and no replacement will be guaranteed. We strongly advise you to get the jewellery insured to protect yourself against such mishaps. Our advice to you is to inspect your item as soon as it arrives, and notify Diamonds Factory for any defect or damage. If you find any issues please contact us or email us at service@diamondsfactory.co.uk.

The jewellery sold at discount prices cannot be replaced at the same discounted price.

The delivery costs for returning the product will be the customer's sole responsibility and will only be refundable in the event that there is a manufacturing fault with the product.

Note: Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Diamonds Factory is not responsible for damage or lost packages during shipment. Shipping is at your own costs unless the product is faulty.

A warranty period of 06 years is mandated by law in England and 05 years in Scotland, depending on the expected lifespan of the item.

Your CRA rights are not affected by our commercial warranty.

Damaged And Used Items

• If your package or item delivered arrives damaged, please refuse the delivery and/or contact us within 24hours at (service@diamondsfactory.co.uk) or within a reasonable time if later is justified under the CRA.
• Returned merchandise must be unworn and in pristine condition. Items showing obvious signs of wear or alteration by a jeweller other than Diamonds Factory will not be accepted.
• Products must be returned with the original tag attached or alongside the product.
  All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 10-14 days to be processed.
• Any item repaired, resized or engraved by a third party not registered with or approved by Diamonds Factory jewellery workshop will void the manufacturing warranty, but this does not affect your statutory rights.
• Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Diamonds Factory is not responsible for damage or loss during shipment.
• All earrings must be returned unworn to be eligible for an exchange.

Ring Resizing

Resizing is an additional service and does not limit your CRA rights.

Getting the size of your ring right can be a complicated matter. We do offer resizing options depending on your ring type and complexity. Worn items can be resized except full eternity rings. Refer below for the resizing process and additional information. Our team is always available to help if you have any questions regarding the size of your ring. Our team will assess the feasibility before confirming the costs and you will be notified in advance.

Engagement and Diamond Rings: For plain bands, non-diamond or non-gemstone set rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after reception of the item.

For any resizing exceeding two sizes, we will charge a fee of £69.

For diamond-set or gemstone-set engagement rings (including custom-made rings), items must be assessed in order to ensure whether they can be resized, or whether they need to be remade. In both cases within 30 days resizing will be complimentary up to 2 sizes up and down, anything above 2 sizes will incur a minimum charge of £69.

Eternity Rings: Full eternity rings: Due to the nature of the setting, full eternity rings cannot be resized and must be replaced within 30 days of receipt. This price will depend on the cost difference between sizes with a minimum charge of £69. Please contact our team to discuss alternative options for your ring.

Half & ¾ eternity rings: Due to the nature of the setting, all half and ¾ eternity rings must be assessed in order to ensure whether they can be resized or whether they will need to be remade for which costs will apply. This price will depend on the cost difference between sizes with a minimum charge of £69.

Wedding Rings: For plain bands, non-diamond or non-gemstone set wedding rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after receipt of the items. For resizing exceeding two sizes, we charge a fee of £69. All rings will be assessed by our team prior to confirming the price. Diamond-set or gemstone-set wedding rings must be inspected prior to resizing to ensure that the nature of the setting will allow a resizing.

Custom-made rings: We offer complimentary resizing for up to two sizes up or down within 30 days of receipt provided that a resizing is possible. For a resizing exceeding 2 sizes we charge a fee of £69. Upon receiving your request, our team will assess if the resizing is possible and discuss it with you. Depending on the complexity of your ring, the resizing may result in additional costs that shall be borne by you. This also applies if the ring has to be made anew from scratch if it cannot be resized as desired. You will be informed about any additional costs in advance. It will then be clarified whether the size change should be carried out.

Rings that need resizing outside of the 30 days resizing policy will incur a minimum charge of £69. Should the ring need to be remade the exact fee will depend on the particular style of the ring.

This does not limit your CRA rights.

Replating

Mobile Message Service Terms and Conditions

• The Diamonds Factory mobile message service (the "Service") is operated by Neve Jewels Limited. Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”).
• We may modify or cancel the Service or any of its features without notice, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
• By consenting to Diamonds Factory’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Diamonds Factory through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list.
• We will only send SMS/Text messages with your express consent in accordance with UK GDPR and Data Protection laws.
• We and our group companies comply with UK GDPR and Data Protection & Data Privacy Laws, ensuring lawful processing identifying ourselves as the sender in every message and providing a functional unsubscribe facility.
• You are solely responsible for all charges and fees associated with SMS/text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply.
• You may opt-out of the Service anytime by texting STOP to in reply to one of our branded texts or clicking the unsubscribe (‘OPT OUT’) link. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. SMS complies with PECR 2003 and UK GDPR
• We may change any short code or telephone number we use to operate the Service at any time. Any messages, including STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages. To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

Complaints and Disputes

If you have any issues with your order or our service, please contact us or service@diamondsfactory.co.uk . We aim to acknowledge your complaint within 5 working days and provide a full response within 28 days.

Force Majeure

We shall not be liable for any delay or failure to perform our obligations under these Terms if caused by events beyond our reasonable control (force majeure), including but not limited to strikes, supply chain disruptions, acts of God, pandemics, or government restrictions

We will notify you as soon as possible and take reasonable steps to minimise the impact.

This does not affect your statutory rights under the Consumer Rights Act 2015.