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FAQ The Orange River

Diamond Store FAQS


Regarding pricing: in what currency is your price list fixed? Does it fluctuate in accordance with underlying diamond market prices?


Diamond prices are listed in accordance to the British pound. It may fluctuate marginally as the pound rate shifts. Our prices are regularly checked to guarantee they are consistent with the current diamond market.


Where do your diamonds come from?

Our diamonds are chosen from a select cross section of the worlds diamond wholesalers, cutters and polishers to ensure the best choice and prices. All suppliers comply fully with the United Nations Kimberley process in order to affirm all stones are conflict free


Is surface graining an issue?

All diamonds have some form of surface graining. However, it is only visible under microscopic magnification.


What does additional pinpoint not shown means?

This means that there is a pinpoint within the diamond that is so small it is too difficult to mark on a reference diagram.


What does additional clouds are not shown mean?

That the clouds within the stone that are too small to be highlighted on the reference diagram. 


The date on my GIA certificate: What does it mean?

The date when the diamond was certified.


Why is there a price difference between diamonds (all same cert and specs)?

We source from such a high percentage of the global diamond market, some diamond manufacturers are priced slightly differently to others. All diamonds will also be slightly different/unique from one another, if unsure, we can help identify the best one for your requirements.


What are the differences in the certifications?

Please review our Diamond education to understand learn more about certifications.


How are the diamonds sourced?

Around half of our diamonds are sourced from UK suppliers and a half from the rest of the world.


Are you only selling natural or synthetic diamonds?

We give consumers the choice between a natural or lab-grown diamond. If you are unsure of the differences, please give us a call.


How can I be sure that you are selling conflict-free diamonds?

Our stones are in compliance with the United Nations Resolutions and the Kimberley process to guarantee they are conflict-free.


What clarity grades are considered to be eye-clean?

Please check our Diamond education to learn about clarity grades.


What is fluorescence exactly?

Please check our diamond education to learn about this.


Jewelry FAQ’s


Why does the price of a ring design change as I build my ring?

Larger diamonds need larger heads to hold larger diamonds and slightly wider bands to keep the proportions and the design looking as intended. It is the same for larger finger sizes as larger bands will require increased amounts of metal. The price of a design will automatically change as you go through the process of creating your ring.


Why do some rings require a CAD drawing to be produced?

We need to CAD some jewellery designs to understand proportions before casting. It is difficult to change jewellery after it has cast.  


Do you offer a bespoke service and how does this work?

Read through the bespoke page on the site for details of how ours will work.


What are your lead times?

Our designs come from some of the best designers supplying the UK and all can have different leads times. Therefore, you will notice all designs state a lead time on their detail card. In general, simpler designs always arriving quicker than more complicated ones.


Can I add an engraving to my ring?

Yes engraving is priced at £25 per ring(inc VAT) with the maximum of 12 characters, you can also choose from a selection of fonts. Contact our sales team directly to provide you with the font list.


What metals do you use?

The majority of our jewellery we offer in 18k Gold (white, rose and yellow) and Platinum. More intricate pieces cannot be produced in platinum due to the density of platinum. Some of our wedding bands are available in Palladium.


Can some designs be produced upon request using ethically sourced Gold?

 Yes, please contact us for details.


Can you supply wedding bands to match Engagement rings?

Yes in all cases, please ask for details.


What metals can be plated?

If necessary, our gold jewellery can be plated.


Why does White gold get a yellow hue?

White gold in its natural state is slightly darker and dull, therefore it is plated with rhodium that gives it a distinctive shining white appearance.

Due to this, we recommend to have a white gold engagement ring periodically re-plated when its colour begins to fade.


What is the difference between Platinum and White Gold?

Both Platinum and White Gold are the same in appearance when new. Platinum is a denser metal so feels a little heavier. White gold is less prone to surface scratches than Platinum, but it would need replating.


Can you manufacture your jewelry with stones other than diamonds?

Contact us directly if you have particular request and we can try to accommodate it.


How long does a resize take?

It will take approximately 10-15 working days from the day we have received your item.


What if I order the wrong ring size?

Not to worry! Your first resize is always free of charge if within your 14 days exchange policy.



Collection and shipping information questions


Do you offer free delivery?

Yes, we offer free worldwide shipping.


How can I track my order?

Get in touch at any time for an update.


Do you offer an express delivery option?

If you need your order by a certain day, please contact us to see, and we will see if we can accommodate.


Will the packaging be discreet?



How will the parcel be delivered?

All items are sent via Royal Mail to the United Kingdom and via FedEx for overseas delivery. ??????


Will the delivery be insured?

All items are insured by us until they reach the requested delivery address and it has been signed for.


Can you ship to an alternative address?


We can ship to an alternative address unless the item is purchased using PayPal.

Can you ship to a P.O Box?

We are unable to ship to a P.O. Box due to security reasons.


How long will the delivery take?



When do I have to pay duties and taxes?

Items shipped outside of the EU are exempt from UK duties and taxes. You are required to pay your national duties and taxes and you will have to pay these fees once your order has arrived in your selected country prior to delivery to the requested address.


Can I specify a delivery date?

Yes, once your item is complete our team will contact you and you can confirm the date that is suitable for delivery.


What time of the day do you deliver?

Times will vary, please contact us if you need your delivery to be at a specific time.


Do you ship internationally?

We ship internationally via FedEx. Unfortunately due to import sanctions we are unable to ship to Russia and some African nations. Please contact us for further information.


What happens if the parcel gets lost in transit?

Should there be any issues with the delivery of your item, we will notify the relevant delivery service and open an investigation on your behalf.


 Payment and Pricing information


What payment options do you offer?

We do not offer PayPal or finance but a bank transfer can be accommodated upon request


Are there any hidden charges?

You may be subject to local duties and taxes if your item is being delivered outside of the EU.


Why are your diamonds so much cheaper?

We are an online business so we have less overheads and are therefore able to offer our diamonds at a more competitive price. We also source our diamonds directly from the diamond manufacturers that produce the stones globally which means we can offer the stones at almost a wholesale price to the retail market.


General Information


Which insurance company do you recommend?

We can get a quote ref from TH March as well as it will get us a kick back. I know them very well.


Can I claim back VAT?

We can do this upon special request


Returns, Refunds and Cancellations


How does the 14 day refund guarantee work?

Your 14 days money back guarantee begins the day you receive your item and you have 14 days to return your item for an exchange or refund should your item not be suitable.


How can I return an item for resize?

If you would like to return your item for a resize, please contact us directly and we will provide you with the necessary details.

 For non-UK returns, we will arrange a collection of your item. However, these costs will not be covered. 


How can I return an item for a refund?

If you would like to return your item for a refund (within the 14 day period), please contact us directly and we will provide you with the necessary details.

 For non-UK returns, we will arrange a collection of your item. However,  these costs will not be covered.  


How long will my refund take?

Once the item has been returned, it will be reviewed and verified by our team. Once that has been completed, we will process the refund which will usually be with you in 10 working days.


Can I cancel an order?

If you wish to cancel your order, please contact us directly.





Are you sure want to cancel?