Shipping & Delivery Policy – FineDiam

At FineDiam Ltd, we aim to deliver every order safely, securely, and as efficiently as possible. As many of our jewellery pieces are made to order or customised according to your selected options, each item may require time for manufacturing, quality checking, hallmarking, and secure dispatch.

This Shipping & Delivery Policy explains our delivery process, estimated timelines, shipping terms, and customer responsibilities.

1. Order Processing

Once your order has been placed, our team will review the details, including product specification, ring size, metal choice, diamond or gemstone selection, engraving, customisation, and delivery address.

If we require any further information before processing your order, we will contact you using the email address or phone number provided at checkout.

Orders are processed during normal business working days, excluding weekends and public holidays.

2. Made-to-Order, Customised and Bespoke Jewellery

Many FineDiam items are made to order or customised according to your selected options. This may include, but is not limited to, metal type, ring size, stone type, diamond quality, gemstone choice, setting style, engraving, or design changes.

Made-to-order, customised, personalised, and bespoke jewellery may require additional production time. Any delivery times shown on our website are estimates only and may vary due to manufacturing, hallmarking, quality checks, courier delays, material availability, or circumstances outside our control.

Once production has started, made-to-order, customised, personalised, or bespoke jewellery cannot usually be cancelled, returned, or exchanged if you simply change your mind.

This does not affect your legal rights if the item is faulty, damaged, not as described, or does not match the agreed specification.

3. Estimated Production Time

Made-to-order jewellery usually requires approximately 2–3 working weeks for manufacturing, finishing, quality checks, hallmarking, and dispatch.

This timeline may vary depending on the complexity of the design, availability of diamonds or gemstones, hallmarking, workshop capacity, quality checks, courier delays, material availability, and any customer-requested changes.

4. Bespoke and Custom Jewellery

Bespoke or fully customised jewellery may require additional time depending on the design process.

This may include consultation, CAD design, customer approval, stone sourcing, casting, setting, polishing, hallmarking, and final inspection.

Estimated production times will be provided where possible, but bespoke timelines are estimates only and may vary depending on the work involved, customer approval time, material availability, hallmarking, quality checks, courier delays, or circumstances outside our control.

5. Ready-to-Ship Items

If an item is available as ready-to-ship stock, it may be dispatched sooner than made-to-order items.

Ready-to-ship items are still subject to final inspection, quality checks, payment verification, stock confirmation, and delivery arrangements before dispatch.

6. Delivery Timeline

Most FineDiam orders are delivered within approximately 2–3 working weeks, including manufacturing and shipping time, unless a different timeline is stated on the product page or agreed with the customer.

Delivery estimates are provided as guidance only. We always aim to meet the estimated delivery date, but delays may occur due to manufacturing, hallmarking, quality checks, courier delays, material availability, customs checks, public holidays, or circumstances outside our control.

7. Hallmarking and Quality Checks

Where applicable, jewellery may need to be hallmarked before dispatch.

Every item is carefully checked before shipping to ensure it meets our quality standards. This may include checking the setting, polish, stone security, size, finish, engraving, certificates, packaging, and overall appearance.

Quality checks are an important part of our delivery process and help ensure your jewellery reaches you in excellent condition.

8. Customer Approval Before Dispatch

For bespoke, personalised, or customised jewellery, we may send photographs, videos, CAD images, or final confirmation details before dispatch.

If customer approval is required, dispatch may be delayed until we receive confirmation.

Please respond promptly to any approval request to avoid delays.

9. Product Changes Before Dispatch

If you request any changes to your order after it has been placed, this may affect the delivery timeline.

Changes may include ring size, metal colour, metal purity, diamond type, gemstone choice, setting style, engraving, design adjustments, or any other customisation.

If the requested change requires additional work, the manufacturing timeline may restart from the date the change is confirmed.

Additional costs may also apply depending on the change requested.

10. Free UK Delivery

FineDiam Ltd offers free delivery within the UK unless otherwise stated at checkout.

Your order will be sent to the delivery address provided at the time of purchase.

Please ensure your delivery address is complete and accurate before placing your order.

11. International Delivery

Where international delivery is available, delivery times and costs may vary depending on the destination country, courier service, customs process, and local delivery network.

International customers are responsible for any customs duties, import taxes, VAT, clearance fees, brokerage charges, or local charges applied by their country.

FineDiam Ltd is not responsible for delays caused by customs checks, local authorities, courier clearance processes, unpaid import charges, or local delivery disruptions.

12. PO Box Addresses

We do not ship to PO Box addresses.

For security reasons, jewellery orders must be delivered to a full residential or business address where the parcel can be safely received and signed for where required.

13. Delivery Address

Customers are responsible for providing the correct delivery address at checkout.

If an incorrect or incomplete address is provided, this may cause delay, failed delivery, return to sender, or additional delivery charges.

If you need to change your delivery address, please contact us as soon as possible. We cannot guarantee that address changes can be made once an order has been processed or dispatched.

14. Address Changes With Courier

If a customer changes the delivery address, delivery date, delivery option, or collection point directly with the courier while the parcel is in transit, any resulting delay, failed delivery, or delivery issue will be the customer’s responsibility.

FineDiam Ltd is not responsible for delays, failed delivery, or loss caused by customer changes made directly with the courier after dispatch.

15. Secure Delivery

Jewellery is a high-value item, and delivery may require a signature, proof of identity, one-time passcode, or other courier security check.

Please make sure someone is available to receive the parcel at the delivery address.

If delivery fails because no one is available, the courier may attempt redelivery, leave instructions, or return the parcel to us.

Additional delivery charges may apply for re-dispatch.

16. Courier Delays

We work with trusted delivery partners and aim to dispatch orders on time. However, courier delays can occasionally happen.

FineDiam Ltd is not responsible for delays caused by:

  • Severe weather
  • Courier network delays
  • Postal strikes or service disruption
  • Customs checks
  • Public holidays
  • Incorrect delivery details
  • Failed delivery attempts
  • Security checks
  • Customer address changes or redirection requests
  • Unforeseen events outside our control

We will do our best to assist with tracking and support if a delay occurs.

17. Urgent Orders

If you require jewellery for a specific date, such as a proposal, wedding, anniversary, birthday, or special occasion, please contact us before placing your order.

We may be able to offer urgent processing where possible, but urgent delivery cannot always be guaranteed.

Any urgent delivery estimate is subject to production, hallmarking, quality checks, courier availability, material availability, payment verification, and circumstances outside our control.

18. Tracking Information

Once your order has been dispatched, tracking details will be provided where available.

Please use the tracking information to monitor your delivery and follow any courier instructions.

If you need help with tracking, please contact us at sales@finediam.com.

19. Lost or Delayed Parcels

If your parcel appears to be lost or significantly delayed, please contact us so we can investigate with the courier.

Courier investigations can take time, and we may need to wait for confirmation from the delivery provider before offering a replacement or refund.

FineDiam Ltd is not responsible for delays caused by incorrect address details, customer redirection requests, missed delivery attempts, customs issues, unpaid import charges, or courier disruptions outside our control.

20. Damaged Parcels

If your parcel arrives damaged, please contact us immediately.

Please keep the packaging and provide clear photographs of:

  • The outer parcel
  • The inner packaging
  • The damaged area
  • The jewellery item, if affected

This helps us investigate the issue and raise a claim with the courier where required.

21. Contact Us

For delivery updates, tracking support, urgent order requests, or shipping enquiries, please contact us:

Email: sales@finediam.com

Thank you for choosing FineDiam Ltd. We are committed to delivering your jewellery safely, securely, and with the care it deserves.