FAQ's
1. Do you have a showroom or are you purely an on-line service?
We are exclusively an online and phone service as this is the best way to give you the most extensive range of diamonds and engagement rings at the most competitive prices. Our dedicated diamond experts are always available to answer any queries you may have. Please contact us by email at sales@diamondexchange.com.au, or by phone on 1300 JEWELS (539 357).
2. Do you offer GST refunds if we’re travelling overseas?
For all details on the Tourist Refund Scheme, please visit this link.
3. Are any of the diamonds listed color or clarity enhanced?
No. We do not sell any diamonds which have been treated or enhanced in any way.
4. Is it safe to buy diamonds online?
Absolutely, yes. DiamondExchange is one of Australia's most respected diamond traders. Stringent procedures have been put into place to ensure that a customer is safe to make a purchase. Your financial interests are 100% secure. Our 30-day refund policy attests to our confidence in our product and procedures.
5. What methods of payment are acceptable?
You can pay by PayPal or Credit Card.
6. After submitting a enquiry, when can I expect to be contacted?
You should expect to receive a phone call or a reply via email within 24hrs of submitting your enquiry.
7. Are your prices flexible?
Prices are not negotiable. DiamondExchange offers diamonds at the lowest possible prices.
8. How can I be assured that the diamond I bought is the one that I'll receive?
All of our diamonds come with an international certificate which includes the identifying characteristics and proportional details of your individual diamond. In addition, all of our diamonds are laser inscribed with the certificate’s number for extra security. Every diamond is checked against its certificate before being sent. You can see the certificate number on the girdle using magnification or you can have it checked by any independent appraiser.
9. After making my purchase, how long before I receive my diamond?
Once confirmation of receipt of funds has been confirmed (i.e. cleared in our bank), allow 2 weeks for the delivery of your diamond or 3 weeks for your diamond ring.
10. Why are the 'same' diamonds different prices?
Every diamond is unique. Even if the shape, size, colour and clarity are the 'same', there are differences in fluorescence, finish, dimensions, proportion, cutting and certification that make each diamond different.
11. Why do diamond prices differ from one day to the next?
Exchange rate fluctuations contribute to price variations. Prices change according to the current value fluctuate of the US dollar as diamonds are traded in US dollars worldwide.
12. Why are your prices so low?
We buy directly from the diamond cutting factories in large volumes enabling us to buy at discounts which are in turn passed on to our customers. Our method of procurement begins at the start of the distribution channel so we have more control of the price and do not have to pay any additional mark-ups or margins to third parties along the way. Also, we buy in large quantities and thus receive substantial bulk discounts that smaller retailers and jewelers cannot access.
13. Do you offer a cash discount on purchases?
No, the price listed is for a cash purchase. We have a small surcharge if payment is made by credit card (Visa & MasterCard 2%, Amex & Diners 3.5%).
14. Do you provide a guarantee on your products?
Every DiamondExchange ring is guaranteed for a lifetime against any manufacturing defect. If in the unlikely event an item is found by our Quality Assurance department to have a manufacturing fault, it shall be replaced free of charge.
15. What is your return policy?
If, for any reason, you are dissatisfied with your purchase DiamondExchange has a 30-Day Return Policy and offers a full refund or exchange within 30 days of the date of shipment.
16. Are GST, shipping, insurance and delivery charges included in the quoted price?
GST, shipping, insurance and delivery (within Australia and to metropolitan areas) are included in the price.
17. When I receive my diamond/ring, how will it be packaged?
Every DiamondExchange order will arrive beautifully packaged in our distinctive blue gift box. Engagement rings have an impressive blue ring box with a velvet interior. Loose diamonds have their own presentation box and wedding rings come in a leatherette pouch. Certificates and valuations will come in a blue protective folder.
18. Will I receive the original certificate with my diamond?
Yes.
19. Can you keep the purchase a surprise?
Absolutely. Please instruct the sales consultant who will make the appropriate arrangements. Every effort will be made to ensure your purchase is kept a surprise.
20. Do you offer Saturday or Sunday delivery?
No. Delivery service is not available on Saturdays or Sundays.
21. Can you deliver to an address other than my billing address?
Yes. Please instruct your sales consultant so that alternate arrangements can be made. You will be notified of the dispatch details and tracking number for your delivery.
22. Can I purchase from you if I live outside Australia?
Yes. You will be exempt from paying Australian Taxes (which is 10%). Therefore, only freight, handling and shipping costs (between $150 - $200 AUD) will be payable. International customs regulations outline that any goods imported into a country may be subject to import duties and taxes - these are the responsibility of the recipient of the goods (in this case, the customer). You should contact your local customs office for further information.
23. Can you laser inscribe a message on my diamond?
Yes. A laser inscription service is available for an additional charge of $49.95. A short message can be laser inscribed on most diamonds. Check with your consultant if you would like a laser inscription.
24. Can you help me find a diamond if it's not on your website?
Yes. Our Buying Department can source diamonds from all around the world.
25. Can you resize my ring?
Yes. For a small fee we can resize any rng.
26. Do you sell fancy coloured diamonds?
Yes. These are rare and are procured for specific orders. Please discuss your requirements with your sales consultant. Please be aware there is a 'no return' policy on these diamonds.
27. What is the difference between 'certified' and 'uncertified' diamonds?
Certified diamonds have been through a rigorous inspection and grading process by an independent, accredited laboratory. The information on the certificate is like a 'fingerprint' of the diamond so a gemologist can identify the diamond by inspection. The certificate number is laser inscribed on the diamond so you can easily check its identity using magnification. Uncertified diamonds are those that haven't been through this process.
28. What does 'colour-enhanced' or 'clarity enhanced' mean?
This means the diamond has undergone an unnatural process to enhance the colour or clarity of the diamond. Colour can be upgraded by heat treating and clarity can be improved by laser drilling to remove black inclusions. These treatments should always be disclosed to customers. DiamondExchange does not offer ‘enhanced’ diamonds.
29. What is 'Laser Drilling'?
Laser drilling is a diamond enhancement technique whereby a laser is used to drill into an inclusion. The dark inclusion is then either vaporised by the laser or leached out using a variety of agents (hydrofluoric acid, argon, gas, etc.) and a trail of a white cavity is left. This treatment must always be disclosed to the customer. DiamondExchange does not offer ‘laser drilled’ diamonds.
30. What is 'Fluorescence'?
Fluorescence is the emission of visible light by a diamond when stimulated by high energy light such as ultraviolet light. Fluorescence rarely affects a diamond's sparkle and brilliance, and in warmer or lower coloured diamonds, fluorescence makes them look whiter or more colourless.
31. How can I find out what my ring size is?
- Fill out your details and we will send you a finger size gauge.
- Print out our ring sizer to measure your finger size.
- Visit your local jeweller to have your finger measured.
