Diamond Exchange

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FAQ

FREQUENTLY ASKED QUESTIONS

Payments

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.

Are your prices flexible? We offer excellent value for money by providing our diamonds at the lowest possible price, therefore we are unable to reduce our prices.

Does Diamond Exchange offer payment plans? While Diamond Exchange does not offer payment plans, we do offer the ability to place your order with a 50% deposit. Please note, final balance must be paid within 28 days of the initial deposit date.

Can I claim back GST? If you are taking your purchase out of Australia within 60 days of purchase, you may be entitled to claim the GST back.

Shipments

How long can DX hold my online order? Diamond Exchange can hold your order for up to 28 days after the order has been received.

How long will it take to receive my order? Please allow up to 4 weeks for DX to ship out your order. If you have a specific date you need your order delivered by, please call us on 1300 929 888 and we will advise you if this is achievable.

Is my order insured during transit to myself? Yes, your order is fully insured while in transit until it has been delivered to your requested delivery address.

Will I be notified when my order is shipped and can I track my order? Yes, we will contact you prior to shipment to confirm your delivery details. We will also send you a confirmation of dispatch along with a link to track your order.

Is your packaging discreet? Yes, all orders are shipped in discreet packaging. If you have any concerns, please contact us. 

After confirming my purchase, how long is the average waiting period until I receive my order? Once we have received confirmation upon receiving your payment, please allow four to five weeks for the delivery of your purchase. Loose diamond purchases will be delivered no later than 2-3 weeks.

Does Diamond Exchange offer weekend delivery? No, we do not offer delivery services on Saturdays and Sundays.

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.

Do you ship outside of Australia? Yes, we can ship internationally. Please call us on +61 3 5922 5520 for a quote on shipment. It is the responsibility of international customers to pay any duties and charges associated with purchases from Diamond Exchange being imported into countries outside of Australia.

General

Do you buy diamonds/jewellery? No, we do not purchase diamonds and jewellery.

What is the difference between IOF and H&A diamonds? You can visit the Ice on Fire, Hearts & Arrows pages to gain an understanding of the difference between both Collections.

Can I view a diamond before purchasing? Since each diamond is purchased specifically for each customer, we do not stock the diamonds for viewing. We do however, offer 360 degree videos of our diamonds online.

Can I purchase a loose diamond? Yes, most definitely! This can be done easily on our website.

Can I purchase one of your settings if I have my own diamond/gem? No, all of our rings are specifically crafted to fit diamonds purchased from Diamond Exchange.

Do you sell coloured diamonds and other gemstones? Yes, please call us on 1300 929 888 to provide us with your requirements or send through an enquiry using our contact form.

Can I exchange a diamond purchased elsewhere? We do not purchase or exchange diamonds purchased elsewhere.

Do your pendants include chains? Yes, our pendants come with a 50cm trace link chains matching the metal of your pendant.

Is there a Diamond Exchange showroom or is it purely an online service? We are essentially an online service as this is the most cost-effective way to supply our exquisite range of diamonds and diamond rings at the most competitive prices. However, we now have two exquisite Diamond Exchange Showroom's located in Melbourne, 4/267 Collins Street and Sydney, 385 George Street which you can visit by making an appointment. If you are unable to visit one of our showrooms then you may simply call us on 1300 929 888 to speak with one of our highly trained diamond consultants.

Are Goods and Services Taxes (GST) refunds available if I travel overseas? Please click to view more details on the Australian Customs Tourist Refund Scheme.

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. For terms & conditions click on our Free 30 Day Return Policy now.

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. Please call us on +61 3 9069 7954 to process your order and confirm shipping cost.

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