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 Frequently Asked Questions
01
Is it safe to buy diamonds online?
| Absolutely, yes. 'The Diamond Exchange' (a public company) is one of Australia's most respected diamond traders. All the processes involved in internet purchasing have been carefully streamlined to ensure the safety of the buyer. Stringent procedures have been put into place to ensure that the prospective client feels safe to make the purchase. Your financial interests are 100% secure. Our 14-day money-back guarantee attests to our confidence in our product and procedures.
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02
How many years has Diamond Exchange been in business?
| Diamond Exchange has been trading in Australia since 2000. Some of our shareholders and directors have been involved in the industry for over 40 years. This allows us to offer distinct advantages associated with an international diamond infrastructure of 30 years experience in diamond cutting, sorting, diamond mining in Africa; and diamond trading (rough and cut diamonds) in Australia and Africa.
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03
What methods of payment are acceptable?
We accept cash; direct bank transfers/bank cheques, money orders, internet bank transfers (Netbanking) or direct deposits. Regarding Credit Cards, we accept:- Visa and MasterCard (Fees apply)
- Amex and Diners (Fees apply)
Escrow service is available.
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04
After submitting a request, when can I expect to be contacted?
| You should expect to receive a phone call or a reply via e-mail within 24hrs of submitting your request or by the next working day after the weekend or holiday.
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05
Are the quoted prices flexible?
| Prices are not negotiable - our diamonds are offered at the best possible competitive prices.
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06
How can I be assured that the diamond I bought is the one that I'll receive?
| All of our diamonds come with a full certification that includes the identifying characteristics and proportional details of your individual diamond. Most of our diamonds are laser inscribed for extra security. We check each diamond against its certificate before we send it. You can see the certificate number on the girdle with 20x magnification or you can have it checked by any independent appraiser for a small fee.
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07
Can I collect my diamond in person?
| Yes, you are most welcome to arrange an appointment and collect your diamond from our Sydney, Melbourne or Brisbane office during business hours.
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08
Do you have a showroom that can be visited?
| Yes, in Melbourne, Sydney and Brisbane; by appointment only. Professional Sales Consultants are available to help you complete your purchase and answer your questions.
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09
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 10-15 business working days for the delivery of your diamond. If you are purchasing a ring, please allow for an extra week. If you are purchasing from our local Melbourne/Sydney/Brisbane inventory, expect an immediate delivery within 48 hours.
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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 and cutting treatment that make each diamond different. Exchange rates also contribute to price variances.
In the world market there is also a price factor related to the 'pedigree' of the certifying laboratory; for example, diamonds certified by AGS will often command a premium, particularly for the best cuts.
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11
Why do diamond prices differ from one day to the next?
| The diamond prices quoted on the web are fixed for 24 hours. They will fluctuate at the current US Dollar value (diamonds are traded in USD worldwide).
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12
Why are your prices so low?
- We buy direct (wholesale) from the factories and in large volumes so that we can pass the discounts on to our clients.
- 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 jewellers cannot access.
- We are De Beers supplier of choice in Australia.
- We have a low-overhead high-volume system and with our various offices around the world this gives us tremendous buying power.
- As we are a net company the site inventory is far more extensive; hence, more competitive prices.
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13
Do you offer a cash discount on purchases?
| No, the price listed is for a cash purchase.
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14
Do you provide a warranty on your products?
| We offer a 14-day unconditional money-back guarantee if you are not entirely satisfied with your purchase (this is for unsighted product only). We guarantee that our products will be delivered in new condition without damage or fault in craftsmanship. We do not guarantee wear and tear incurred over misuse after 30 days. Please note that fancy coloured diamonds or diamonds that are cut specifically to order have a 'no return' policy.
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15
What is your return policy?
| If you wish to return an item for refund, exchange or resize/remake, please contact us first by e-mail or by phone. We will then send return delivery instructions to you. The product must be returned to us is in its original condition together with the invoice and packaging (diamond and certification) within 14 days of the delivery date. Any unsighted stone purchased from us may be returned within 14 days for a full refund (unless specified otherwise before the purchase of the stone).
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16
Are GST, shipping, insurance and delivery charges included in the quoted price?
| Shipping and transit insurance and delivery (within Australia and to metropolitan areas) are included in the price. However, GST of 10% must be added.
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17
When I receive my diamond/ring, how will it be packaged?
| You will receive a box with either a presentation box inside (diamond only) or a ring box inside (with ring), a scope (if a Hearts & Arrows diamond) and a free polishing cloth (with our compliments). The box will be tied securely with a Diamond Exchange embossed ribbon and placed in a gift bag. The invoice and original diamond certificate are also included.
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18
Will I receive the original certificate with my diamond?
19
Are the diamonds or jewellery insured?
| Yes. We insure your diamond until you take delivery of it and sign for it yourself (or previously authorised person).
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20
Can you keep the purchase a surprise?
| Absolutely. Please instruct the Sales Consultant so that appropriate arrangements can be made. A note will be posted in your client file so everyone is informed of the special instruction.
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21
Do you offer Saturday delivery?
| No courier delivery service is available on Saturdays. Please arrange with your Sales Consultant if you wish to collect your diamond from your closest Diamond Exchange Ltd. showroom (this is always by appointment only, including Saturdays).
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22
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 courier dispatch and tracking number details of your delivery.
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23
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.
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24
Is there a cost involved if I return my diamond/ring without the certificate?
| Yes. The diamond would have to be re-certified and inscribed by an independent laboratory before we would accept the return ($75 AUD). Postage/courier back to either office is for your account. Unless we know the certificate has been destroyed, we would also regard the possibility of a real certificate getting into the wrong hands as a serious issue.
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25
Can you laser inscribe my diamond?
| Yes. A laser inscription service is available for an additional charge of $70. Please check with your consultant if you want a short message on your diamond.
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26
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.
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27
Can I view the diamond before it is set in a ring?
| Yes. You can make an appointment with your Sales Consultant to view your diamond at any one of our showrooms.
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28
Is it possible to custom-design a piece of jewellery for me?
| Yes. Please provide us with a picture of exactly what you want. We will get a quote for you and have it individually handcrafted. If you want to design a new piece of jewellery, we will refer you to one of our manufacturing jewellers and they will assist you directly.
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29
Can you resize my ring?
| Any ring of any metal can be resized at a cost of $50 to $75. (Sometimes 2 tone ring can't be resized)
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30
Do you sell fancy-coloured diamonds?
| Yes. These are rare and are procured for specific orders. Fancy colours are more popular in certain markets and we believe that there will be a steady growth in demand in Australia. Please discuss your requirements with your Sales Consultant. You need to be aware that there is a 'no return' policy on these goods.
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31
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 gemmologist can identify the diamond by inspection. If the certificate number is inscribed on the diamond then you can easily check its identity with strong magnification.
Uncertified diamonds are those that haven't been through this process.
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32
What does 'colour-enhanced' or 'clarity enhanced' mean?
This means that the diamond has undergone an unnatural process to enhance/upgrade the colour or clarity of the diamond (either by heat treating - to improve the colour of the stone (making it appear whiter) or by drilling - a process by which a dark inclusion inside the stone is drilled out and filled in with a clear resin). These treatments should always be disclosed to customers.
We do not deal with these stones as their quality and value are below our standards.
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33
What is a 'Laser Drill'?
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.
We do not deal with these stones as their quality and value are below our standards.
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34
What is 'Fluorescence'?
| When diamonds reflect a blue/green/yellow light under an ultraviolet light, they are said to be luminescent or fluorescent. This is a phenomenon. Fluorescence must be understood and appreciated. It's often perceived by members of the trade and consumers as a negative trait - it's usually a positive one. Fluorescence almost always makes diamonds look better in overall colour and appearance.
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35
How can I find out what my ring size is?
- Request to have your finger sized at a local jewellery store; or
- We have a ring-sizer that can be downloaded and printed (you need to cut it out); or
- If you have another ring for the same finger, this can be measured; or
- You can come into the office and have your finger sized; or
- Inform your Sales Consultant and a DIY ring-sizer will be posted to you.
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36
What are the trading hours for Melbourne, Sydney, and Brisbane office?
| Sydney hours: 9:00am to 5:00pm. Monday to Friday. Melbourne hours: 9:00am to 5:30pm Monday to Friday and 9:30am to 5:00pm Saturday. Brisbane hours: are strictly by appointment only, please contact our customer service.
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 Search our inventory of AGS, GIA and HRD certified Round Brilliant, Princess, Radiant, Emerald, Oval, Pear, Marquise, Heart, Cushion and Natural Fancy Coloured loose diamonds.
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If you believe you have found a better price you can still enjoy the benefits and prestige of a Diamond Exchange Purchase.
The Diamond Exchange Ltd. is able to match or better virtually any certified diamond price offered in Australia.
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