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    Customer Support

    Frequently Asked Questions

    Diamond Exchange Services


    1. Is there a Diamond Exchange showroom or is it purely an online service?
      We are an exclusively online service as this is the most cost-effective way to get you an exquisite range of diamonds and diamond rings at the most competitive prices. If you have an urgent request, you can also call us at 1300 539 357 to speak to a highly trained Diamond Exchange consultant.
       
    2. Does Diamond Exchange offer Goods and Services Taxes (GST) refunds if I am travelling overseas?
      Please click to view more details on the Australian Customs Tourist Refund Scheme.
       
    3. What payment methods does Diamond Exchange accept?
      With Diamond Exchange, you can pay via direct bank transfer, PayPal or credit card – VISA, MasterCard and Amex.
       
    4. After confirming my purchase, how long is the average waiting period until I receive my diamond?
      Once we have received confirmation upon receiving your payment, please allow two to three weeks for the delivery of your diamond or diamond ring.
       
    5. What is Diamond Exchange’s return policy?
      If, for any reason, you are dissatisfied with your purchase, Diamond Exchange offers a full 30-day return policy which entitles you a full refund or exchange within 30 days of the shipment on all products excluding custom made rings and loose diamonds.
      Click for more details on our 30-day return policy now.
       
    6. Does Diamond Exchange offer weekend delivery?
      No, we do not offer delivery services on Saturdays and Sundays.
       
    7. Can Diamond Exchange deliver packages to addresses other than my registered one/billing address?
      Yes. When confirming your order, please state the intended address in the shipping address fields and leave a comment if you require any other special arrangements. A highly qualified Diamond Exchange consultant will be in touch within three business days to confirm your order details. Once it has been dispatched, you will also be notified and provided with its shipping details and tracking number.
       
    8. Does Diamond Exchange accept international orders?
      Yes we do, and as an international customer, you will be exempt from paying our local Goods and Services Tax (GST). Therefore you will only need to pay freight, handling and shipping costs, which will range anywhere between A$150 – A$200.
      Please note that international customs regulations outline that any goods imported into a country may be subject to import duties and taxes. These additional fees are the responsibility of the recipient of goods (in this case, the customer). We recommend that you contact your local customs office for more information.
      Click for more details on our International Delivery service now.
       
    9. Does Diamond Exchange have laser inscription services?
      Yes, we do. Diamond Exchange offers laser inscription for those who want that extra personal touch, and it is available for an additional A$49.95.
      You will be able to inscribe a short message on most diamonds but to be absolutely sure, simply fill in our enquiry form and one of our highly trained Diamond Exchange consultants will be in touch within three business days.
       
    10. Does Diamond Exchange have resizing services?
      Yes, we do. Diamond Exchange offers ring resizing for those who might have the wrong fit, all for a small fee.
       
    11. If I am unable to find a diamond on the website, can Diamond Exchange help me?
      Yes, we can. At Diamond Exchange, we have an extensive Buying Department that can source diamonds from all over the world.
      If you have any further questions, simply fill in our contact form or email us at sales@diamondexchange.com.au.

     


    Diamond Exchange Products

     

    1. Are any of the diamonds listed colour- or clarity-enhanced?
      No. Each diamond offered by Diamond Exchange has not been treated or enhanced in any way.
       
    2. Are the prices listed on Diamond Exchange negotiable?
      No. Prices listed on Diamond Exchange are extremely competitive and non-negotiable.
       
    3. How can I be assured that the diamond I purchase is the one I will receive?
      Every single one of our diamonds comes with an international grading certificate that includes distinguishing characteristics and proportional details of the stone. Moreover the identifying certificate number of each diamond is laser inscribed on its girdle for added security, and the stones are individually checked against its own certificate number before being shipped.
      To view the certificate number on the girdle of your diamond, please use a jewellery magnification tool or have it professionally checked by an independent appraiser.
       
    4. Why are the prices so low on Diamond Exchange?
      At Diamond Exchange, we purchase large volumes of diamonds directly from diamond cutting factories, receiving substantial bulk discounts that are then passed on to our customers.
      Moreover our method of procurement begins at the start of the distribution channel so we have more control over prices, and do not incur additional costs through mark-ups or margins to any third parties.
       
    5. Does Diamond Exchange offer a cash discount on purchases?
      No, we do not. The listed price is non-negotiable.
       
    6. Does Diamond Exchange provide a guarantee on its products?
      Every ring and diamond from Diamond Exchange comes with a lifetime guarantee against any manufacturing defects. If, in the unlikely event, an item is found to have a manufacturing fault, Diamond Exchange will replace it free of charge.
       
    7. Will GST, shipping, insurance and delivery charges be included in the quoted price?
      Yes, all taxes and shipping charges (only within Australia) are included in the listed price.
       
    8. How will my diamond or diamond ring be packaged?
      When you purchase from Diamond Exchange, your order will be delivered to you beautifully packaged in our distinctive blue Diamond Exchange gift box.
      Engagement rings each come in their own impressive blue ring box, lined with a soft velvet interior. Loose diamonds each come in their own presentation gift box, and wedding rings will be accompanied with a high-quality leatherette pouch for safekeeping on that special day. Certificates and valuation documentations will come in a blue protective folder for you to store with your personal documents.
       
    9. Will my diamond be accompanied with its original certificate?
      Yes. For more details, read more about our Diamond Certificates.
       
    10. Can Diamond Exchange keep the purchase a surprise?
      Yes, we can. When confirming your purchase, do leave a note in the Comments text field about any special arrangements and a highly trained Diamond Exchange consultant will be in touch within three business days to confirm the details for your surprise.
       
    11. Does Diamond Exchange offer fancy coloured diamonds?
      Yes, we do. Because these are rare, we do not stock them regularly and will procure them for specific orders. If you would like for us to find that special diamond for you, simply fill in our contact form and a highly trained Diamond Exchange consultant will be in touch with you within three business days. For more urgent requests, please call 1300 539 357 or email us at sales@diamondexchange.com.au.
      Please note that we enforce a strict No Returns policy for such diamonds.


    General Enquiries


    1. Is it safe to buy diamonds online?
      Yes, it is. Diamond Exchange is one of Australia’s leading diamond traders, and you can trust that we enforce stringent procedures to ensure that purchases are diligently inspected and shipped for the security of our customers. We also offer a 30-day return policy for all Diamond Exchange customers.
       
    2. Why are similar diamonds (in shape, colour, clarity) priced differently?
      Every diamond on the planet has its own unique attributes. Even if the shape, size, colour and clarity levels are similar, there are still differences in fluorescence, finish, dimensions, proportions, cut and certification that will make each diamond differ from another.
       
    3. Why do diamond prices differ from one day to the next?
      Fluctuations in international exchange rates contribute to price variations. Prices change according to current value fluctuations of the US dollar because diamonds are all globally traded in US dollars.
       
    4. What is the difference between certified and uncertified diamonds?
      Diamonds that have been certified have gone through a rigorous inspection and grading process by an independent, accredited gemmological laboratory. The information provided on a diamond’s accompanying certificate works like a fingerprint of the stone, so a gemmologist can easily identify the diamond by inspection. The certificate number is also laser inscribed on the girdle of each certified diamond so you can identify it under magnification.
      Diamonds that have not been certified means they have not been through this strict procedure, which brings into question the cut and quality of such stones.
       
    5. What does colour-enhanced or clarity-enhanced mean?
      To have a diamond colour- or clarity-enhanced means that the diamond has undergone an unnatural process to further augment its colour or clarity. You can enrich a diamond’s colour by treating it with heat, while you can also improve a diamond’s clarity by laser drilling to remove black inclusions. Such enhancements should always be disclosed to the customer.
      At Diamond Exchange, you can be sure that each diamond we offer has not been treated or enhanced in any way.
       
    6. What is laser drilling?
      Laser drilling is diamond enhancement technique that utilises a laser to drill into an inclusion. The dark inclusion within the diamond is then either vapourised or leached out using a variety of agents (ranging from hydrofluoric acid to gas), leaving behind a white cavity trail. Such treatment should always been disclosed to the customer.
      At Diamond Exchange, you can be sure that each diamond we offer has not been treated or enhanced in any way.
       
    7. What does fluorescence denote?
      Fluorescence refers to a diamond’s emission of visible light when stimulated by high energy light like ultraviolet light. It rarely affects a diamond’s brilliance, though for warmer or lower-coloured diamonds, an increased level of fluorescence can make them look whiter and more colourless.
       
    8. How can I find out what my right ring size is?
      For the most accurate measurement, we recommend that you visit Diamond Exchange's Choose Your Right Ring Size guide to order your free ring sizer or print our downloadable Ring Size Guide.

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