FREQUENTLY ASKED QUESTIONS
PLACING AN ORDER
SERVICES / FEATURES
CAN I PURCHASE ONLINE IF I LIVE OUTSIDE THE U.S.?
At Diamonds International we welcome shoppers from all over the world. Please note that you are responsible for any import duties, taxes, tariffs, and custom clearance fees that may apply to your country, as well as additional shipping charges. Gifts sent to international locations will disclose the retail price on the customs form as required by customs regulations.
HOW CAN I PLACE AN INTERNATIONAL ORDER?
- Place your desired item(s) in the shopping bag.
- Select FedEx International as your shipping option.
- If paying with a Gift Certificate or Store Credit enter the certificate number.
- Your order will be shipped after your credit card has been approved.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We accept the following methods of payment: Visa, MasterCard, American Express, Discover, PayPal, Google Checkout, Western Union, Diamonds International Credit Card, Diamonds International Gift/Store Certificates, Wire Transfer. We do not accept Cash or CODs at this time. For US customers, we also accept payments through WU Pay by Western Union.
Credit Card purchases over $100 must be shipped to the billing address.
PayPal purchases over $100 must be shipped to a verified address.
HOW DO I PAY USING WU Pay by Western Union?
HOW DO I PAY USING A WIRE TRANSFER?
- Put the selected item(s) in your shopping bag.
- If you have a Gift Certificate or Store Credit, enter the certificate number.
- Choose Wire Transfer as the form of payment.
- Contact us at firstname.lastname@example.org or 800-515-3935 (customers outside the United States, call 1-212-764-6900) and request our Wire Transfer information.
- After the transfer has been completed, please contact us at 800-51-JEWEL or at email@example.com with the confirmation number so that we may ship your order promptly.
HOW DO I PAY USING A GIFT/STORE CERTIFICATE?
We happily accept payment with Diamonds International Gift/Store Certificates. When proceeding to the checkout, you will be prompted to enter the Gift/Store Certificate number on the payment page. In order to redeem your Gift/Store Certificate, please mail it (USPS Registered Mail, FedEx, or UPS) along with a copy of your order receipt to:
DI Direct Inc. / Diamonds International
Customer Service Department
38 West 48th St.
New York, NY 10036
Your order will be shipped when we receive the original gift certificate.
WHAT HAPPENS IF MY ORDER IS LESS THAN MY CERTIFICATE AMOUNT?
If you purchase an item with a Gift or Store Certificate and a balance remains, we will issue you a new Gift Certificate for the remaining amount.
WHAT HAPPENS IF MY ORDER EXCEEDS MY CERTIFICATE AMOUNT?
If you purchase an item with a Gift/Store Certificate and the order total exceeds the Gift/Store Certificate amount, we will ask you to use another form of payment for the balance due.
MAY I FAX OR CALL IN AN ORDER?
We gladly accept fax or call in orders. To make a purchase using this option please follow these steps:
- Place your desired item(s) in the shopping bag.
- If paying with a Gift Certificate or Store Credit, please enter the certificate number.
- Select Call Me as the form of payment.
- Print and fax the order receipt to 212-764-3160 or call us at 800-51-JEWEL to place your order.
WILL I BE CHARGED SALES TAX?
Sales tax is only collected for orders shipped to New York.
HOW CAN I APPLY FOR A DIAMONDS INTL. CHARGE CARD?
Please visit our Finance page.
WHY IS MY CREDIT CARD NUMBER NOT BEING ACCEPTED?
Your selected method of payment may differ from the card number you entered. (For example, you selected Visa as your method of payment and then entered a MasterCard number.) Alternately, you may have entered an extra digit in the credit card number. Please check to make sure you entered the card type and number correctly. If you continue to have problems, please contact us at firstname.lastname@example.org, or 800-515-3935, so we may help you complete your order.
HOW DO I KNOW IF YOU RECEIVED MY ORDER?
After you click Place Order, you will see an order confirmation page. If a problem occurs, a message will appear at the top of the order form indicating that the order could not be processed. Correct the problem and click Place Order again to send the revised information. If you continue to have problems, please contact us directly at 800-51-JEWEL or email us at email@example.com so we may help you complete your order.
HOW DO I KNOW THE STATUS OF MY ORDER?
When you place an order you will receive an e-mail confirming the order's contents and the shipping method you selected. To check on the status of your order, go to the My Account page, and visit the Orders section. The Order Status field notes the current status of pending orders.
WHAT HAPPENS IF MY PURCHASE IS ON BACK-ORDER?
Purchases on back order are rare, but occasionally--due to high demand--items may be temporarily out of stock. We will send you updates with the projected shipping date of these items via e-mail. Back orders will be shipped using the same FedEx selection as the initial order as soon as the item becomes available. (Please note: When we ship multiple items to complete one order, charges will apply for one shipment only.)
WHEN WILL MY ORDER SHIP?
We ship orders once payment is approved, we verify your receiving address and we locate the item in stock. If you ordered an item that is not currently in stock, we will notify you by e-mail. You will not be charged for any item until it is shipped. The order's estimated time of arrival will depend on three factors:
1. Product availability
2. Credit approval / Receipt of payment
3. Shipping time.
To calculate when you will receive your order, take the number of days listed in the " Estimated to ship within…", include any additional time required for credit approval or receipt of payment, and add that to your shipping selection. If you place an order before 3:00 PM Eastern Time Monday through Friday, the order will begin processing that day. Orders placed on Saturdays, Sundays, Holidays or after 3:00 PM Eastern Time (M-F), will begin processing the following business day. Please note: Shipping to an address different than the original billing address may delay your order. You must send Gift/Store Certificates to us before we will ship your order.
If you choose the WU Pay service to pay for your order, we will process your order once we receive your payment confirmation.
WHAT ARE MY SHIPPING OPTIONS?
Diamonds International is proud to offer free shipping on all domestic U.S. orders. International shipping charges will vary. All shipments are fully insured.
NOTE: Additional fees for duty and taxes may apply and are the responsibility of the buyer. We reserve the right to collect these additional fees from you in the event that FedEx is unable to.
DO YOU SHIP TO P.O. BOXES?
FedEx will only deliver packages to a street address; they will NOT deliver to P.O. boxes. For security purposes, our merchandise will not be delivered without a signature. Please be sure to select an address where an adult who is authorized to sign will be available. VERY IMPORTANT: If your package is delivered to an office building, apartment complex, hospital, hotel, or school, FedEx may accept the signatures of mailroom employees, receptionists, or other administrative personnel. Unfortunately, we cannot be responsible for items that are lost or stolen under these delivery conditions.
CAN I SHIP TO AN ALTERNATE ADDRESS?
If you won't be home to sign for your order, we can ship your package to a different address. We can also send to an alternate address if you are sending a gift. As a precaution we will contact the credit card or financing company to verify that the alternate shipping address is valid. For your security, simply call the credit card company or issuing bank and provide the alternate shipping address. Shipping to an address different than the original billing address may delay your order. Purchases made with the Diamonds International Credit Card must be shipped to the billing address.
Please note: PayPal orders must be shipped to a PayPal confirmed address.
IF THE FEDEX BOX APPEARS TAMPERED WITH, WHAT DO I DO?
If the FedEx box shows evidence of tampering, do not sign for it or accept it from the courier. Please contact our Customer Service Department immediately by calling 800-515-3935.
HOW DO I KNOW WHEN MY ORDER HAS SHIPPED?
When your order ships, you will receive an e-mail with a tracking number. To check on the status of your shipment, click on the tracking number displayed in the e-mail, or check the My Account section on the website.
WHAT IF I DIDN'T RECEIVE MY ORDER IN THE ALLOTTED TIME?
If your order has not shipped in the estimated time, it's likely there is a problem with your order. For help, email us at firstname.lastname@example.org, or call us at 800-515-3935 for assistance. Please have you order number available.
WHAT HAPPENS IF MY PURCHASE IS ON BACK-ORDER?
Purchases on back order are rare, but occasionally--due to high demand--items may be temporarily out of stock. We will send you updates with the projected shipping date of these items via e-mail. Back orders will be shipped using the same FedEx selection as the initial order as soon as the item becomes available.
HOW WILL YOU PACKAGE MY ORDER?
At Diamonds International, we take great pride in our packaging and presentation. We place all items in a jewelry pouch or box that is set inside our signature presentation box making it suitable for shipment and handsome gift giving. Personal notes and message cards will be carefully added to the gift box. Orders shipped via U.S. Postal Service or FedEx Ground do not include a presentation box.
I WANT TO LEARN MORE ABOUT FINE JEWELRY, CAN YOU HELP?
Our site contains a wealth of information about all aspects of diamonds, gemstones, pearls, and fine jewelry, as well as tips & techniques to care for your jewelry.
WHAT IS A REPLACEMENT VALUE APPRAISAL?
A Replacement Value Appraisal documents the full description of the item you purchased, notes the price, and the purchaser or gift recipient name. Submit the Replacement Value Appraisal to your insurance company so that you will receive the proper replacement value in the event of a loss.
WHO RECEIVES THE APPRAISAL WHEN SENDING A GIFT?
Orders designated with a gift receipt (prices not printed) will not include a replacement value appraisal. If you would like one mailed to you seperately, please contact our customer service department.
HOW DO I OBTAIN A THIRD PARTY APPRAISAL?
We recommend that you contact one of these organizations for a list of independent, professionally-trained appraisers in your city:
AAA (American Association of Appraisers)
386 Park Ave. So. S 2000
New York, NY 10016
American Gem Society
8881 West Sahara Ave.
Las Vegas, NV 89117
International Society of Appraisers
16040 Christensen Rd. Ste 103
Seattle, WA 98188-2929
1029 Vermont Ave. NW S 900
Washington, DC 20005
American Society of Appraisers
555 Herndon Parkway, S 125
Herndon, VA 20170
Nat'l Association of Jewelry Appraisers
P.O. Box 18
Rego Park, NY 11374-0018
WHAT IS A DIAMOND REPORT?
A diamond report details the Four C's of diamond buying; Cut, Color, Clarity and Carat Weight. It includes the exact measurements of the gemstone, as well as a diagram of the inclusions. A diamond report issued by an independent certified gemological laboratory is a reputable account of the diamond's identity and quality; it is not an appraisal, however, since no value is placed on the gemstone.
WHAT IS YOUR LIFETIME UPGRADE POLICY?
When upgrading, please contact email@example.com or call 800-51-JEWEL for assistance. We will issue credit of the original purchase price of a loose diamond or diamond jewelry towards the purchase price of a new item on the following conditions:
- You must present the original sales receipt before viewing new items at any one of our locations.
- The new purchase price must be at least twice the original purchase.
- The merchandise is not damaged or marred.
- Upgrades are only applicable on loose diamonds and diamond jewelry. Jewelry with colored gemstones, with or without diamonds, are not applicable.
- Branded and designer diamond items can only be upgraded within one year of original purchase to another item from the same line.
HOW CAN I FIND MY CORRECT RING SIZE?
CAN I ORDER RINGS IN VERY LARGE OR SMALL SIZES?
We will attempt to accommodate any special size order; depending on the style of the ring and the sizing required, there may be an additional charge or a delay in processing the order. Please note; rings that have been sized are not eligible for return.
CAN I PURCHASE AN ITEM I SAW IN ONE OF YOUR STORES?
Most jewelry found in our stores can be ordered through our New York based sales department. Please contact us at firstname.lastname@example.org or 800-51-JEWEL for assistance.
CAN I ORDER AN ITEM IN A DIFFERENT METAL QUALITY?
Most items we stock can be special ordered in a higher or lower metal quality. For example, if an item is listed as 14 karat gold we might be able to order it in 18 karat gold or platinum. Please contact us at email@example.com or 800-51-JEWEL.
Please note; items that have been special ordered are not eligible for return
HOW DO I SEARCH FOR A PRODUCT?
On the left side of every page you can choose to shop by CATEGORY, GEMSTONE, or METAL. After clicking on one of these links you can then browse our BEST SELLERS on that page or narrow your search by clicking on a sub-category. For example, if you would like to purchase a Three-stone Diamond Ring, click on "Rings" from the SHOP BY CATEGORY menu, "Diamond" from the sub-category menu, and "Three-stone" from the style menu. Then, you may click the description or picture of any item to see detailed information such as it's metal, stone, color, size, carat weight, and the shipping information. You can also use the search box on the top of every page to search by keyword or item number.
HOW DO I USE THE SHOPPING BAG?
You can place items in your shopping bag throughout your shopping journey. You can purchase those items when you're done browsing, remove them, or keep them in the bag for up to 24 hours. If you want an item to remain in your shopping bag for more than 24 hours, we suggest placing it in the My Wish List section so that you can purchase it effortlessly at a later date.
HOW DO I SEND A GIFT?
During checkout you can mark your purchase as a gift and send it directly to the recipient. We will send your invoice to your designated billing address. You can write a personal message of up to 100 words that will be included in an elegant gift box. Diamonds International reserves the right to edit any messages that contain profanity. When giving a gift, you can opt to have the Replacement Value Appraisal sent to you, and a Gift Receipt -- which does not state the value of the item -- sent to the recipient. Or, you can send both the Replacement Value Appraisal and Gift Receipt with the gift. To comply with customs regulations, international gifts must have a receipt stating the cost of the items.
Although we strive to provide our customers with the utmost accuracy in our product pricing, we acknowledge that mistakes occasionally occur due to system or human errors. We reserve the right to correct erroneous pricing and may not honor any order placed for an item at an incorrect price. Our prices also are subject to change without notice. We apologize for any inconvenience this policy may cause. All prices listed on our website are in U.S. dollars. (Please note that where a price is designated as discounted, interim markdowns may have been taken, and the original price may not have resulted in actual sales.)
Due to the volume of orders we receive, items may temporarily go out of stock. If you would like to purchase a piece that is on back-order, contact our Customer Service department to find out when the item will be back in stock. Occasionally, an item might even go out of stock before we have the chance to update our product information on the website. If this is the case, our Customer Service representatives will personally contact you to help you find another item.
We want to help you make an informed, confident purchase whenever you buy from Diamonds International. Our goal is to provide you with as much information as possible about each item we sell so you can appreciate the beauty of our merchandise. In compliance with jewelry industry standards and FTC regulations, all of the total carat weights listed for our diamond jewelry may vary by 0.05 carats. Also, if an item contains multiple diamonds, we list the average grade for color, clarity and carat weight, based on a mean average of all grades or measurements for that particular piece in our inventory. Although we have made every effort to present accurate information, we reserve the right to correct any descriptive or typographical errors.
The color and size you see in depictions of products on this website depends in part on your computer monitor, including both its manufacture and your hardware and software settings. For this reason, although Diamonds International makes every effort to assure the most accurate and highest quality representations of its merchandise on its website, we cannot guarantee that the color you see will be accurate. Items are not shown to scale as compared to each other unless appearing in the same photograph, and you are responsible to examine merchandise descriptions to ascertain actual size. Some photographs have been enlarged to show detail.