How do I amend my order?Change of product size – If you need to amend your product size, click the “Can We Help You?” button located in the lower right corner of any page on our website. Select “Live Chat – Existing Purchase Help” to speak with a liv

<h1 id="how-do-i-amend-my-order">How do I amend my order?</h1><div><strong>Change of product size</strong> &#x2013; </div><div>If you need to amend your product size, click the <strong>&#x201C;Can We Help You?&#x201D;</strong> button located in the lower right corner of any page on our website. Select <strong>&#x201C;Live Chat &#x2013; Existing Purchase Help&#x201D;</strong> to speak with a live agent during our opening hours.</div><div>Alternatively you can email; please email <strong><a href="mailto:customerservice@thediamondstore.com" target="_blank">customerservice@thediamondstore.com</a></strong> with your order number in the subject line and desired new size. </div><div>Please note: If your order has been packed we are unable to process the amendment for you. </div><div><strong>Change of delivery address</strong> -</div><div>If you need to amend your order to change the delivery address, click the <strong>&#x201C;Can We Help You?&#x201D;</strong> button located in the lower right corner of any page on our website. Select <strong>&#x201C;Track and Manage Orders&#x201D;</strong> and sign in to view the most recent update on your order.</div><div>Please note: If you have paid via a third party finance provider or selected collection delivery, we are unable to amend the delivery address.</div><div>If you need more help, return to the main menu and select <strong>&#x201C;Live Chat &#x2013; Existing Purchase Help&#x201D;</strong> to speak with a live agent during our opening hours.</div><div>If you have trouble logging in, please email <strong><a href="mailto:customerservice@thediamondstore.com" target="_blank">customerservice@thediamondstore.com</a></strong> with your order number in the subject line or contact us via our <strong><a href="https://www.thediamondstore.co.uk/pages/contact-us" target="_blank">Contact page</a></strong>.</div><div><strong>Change of contact details</strong> -</div><div>If you need to amend your order contact details, click the <strong>&#x201C;Can We Help You?&#x201D;</strong> button located in the lower right corner of any page on our website. Select <strong>&#x201C;Track and Manage Orders&#x201D;</strong> and sign in to view the most recent update on your order.</div><div>Please note: If you have paid via a third party finance provider or selected collection delivery, we are unable to amend the delivery address.</div><div>If you need more help, return to the main menu and select <strong>&#x201C;Live Chat &#x2013; Existing Purchase Help&#x201D;</strong> to speak with a live agent during our opening hours.</div><div>If you have trouble logging in, please email <strong><a href="mailto:customerservice@thediamondstore.com" target="_blank">customerservice@thediamondstore.com</a></strong> with your order number in the subject line or contact us via our <strong><a href="https://www.thediamondstore.co.uk/pages/contact-us" target="_blank">Contact page</a></strong>.</div><div><strong>Change order content -</strong></div><div>You can request to change an item in your order, either upgrading or downgrading, the new item may require handcrafting so our Sales Team are on hand for any stock availability questions if required. </div><div>Please note that if the original item has already been dispatched, we are unable to make changes. In this case, you would need to wait for delivery and then follow our returns process to exchange or reorder the item.</div><div>If you would like to change an item in your order, please email us at <a href target="_blank">customerservice@thediamondstore.com</a> with your order number in the subject line. Include details of the item you would like to change and the new item you would like. Providing this information helps us process your request quickly and accurately.</div><div><strong>Can I add an engraving to the ring I have ordered? - </strong></div><div>You can request to add engraving to your item as long as it is an applicable product and has not yet been dispatched. Prices may vary; price will be displayed at the check-out.</div><div>Engraving is limited to 12 characters including spaces, and cannot include symbols outside of standard UK letters and numbers, and cannot contain offensive content. </div><div>Please note that adding engraving will add approximately 2&#x2013;3 working days to your order&#x2019;s processing timeframe to ensure the engraving is completed carefully and to the highest standard.</div><div>If you would like to add engraving, please click the <strong>&#x201C;Can We Help You?&#x201D;</strong> button located in the lower right corner of any page on our website. Select <strong>&#x201C;Live Chat &#x2013; Existing Purchase Help&#x201D;</strong> to speak with a live agent during our opening hours.</div><div>Or alternatively email us at <a href target="_blank">customerservice@thediamondstore.com</a> with your order number in the subject line and specify your engraving text. Providing your order number and details helps us process your request quickly and accurately.</div><div><strong>Cancel order</strong> -</div><div>You can cancel your order at any time before it has been dispatched. Once your order has been processed for shipping, we are unable to cancel it, as it will already be on its way to you.</div><div>After your cancellation request is processed, your refund will be issued using the same payment method you used at checkout. Refunds are typically completed within 3&#x2013;5 business days, depending on your bank or payment provider. Please note that some card providers or financial institutions may take longer to reflect the refund in your account.</div><div>If you would like to cancel your order, please click the <strong>&#x201C;Can We Help You?&#x201D;</strong> button located in the lower right corner of any page on our website. Select <strong>&#x201C;Live Chat &#x2013; Existing Purchase Help&#x201D;</strong> to speak with a live agent during our opening hours.</div><div>Or alternatively email us at <a href target="_blank">customerservice@thediamondstore.com</a> with your order number in the subject line. Providing your order number helps us locate your order quickly and process your cancellation efficiently.</div><div><strong>Add or remove gift packaging/Invoice Details -</strong></div><div>You can request to add or remove gift packaging on your order as long as the packing process has not yet begun. Once packing has started, we are unable to make any changes to gift packaging. This ensures that your items are carefully prepared and presented as intended without delays.</div><div>For orders within the UK, you can also request to have invoice documents removed from your parcel. This allows for a cleaner presentation if the order is a gift. </div><div>However, for international orders, invoice documents cannot be removed due to customs requirements. Customs authorities require that all shipments include proper documentation, so removing the invoice is not possible.</div><div>You can upgrade your ring box to a light box for an additionally fee of &#xA3;25, this will be done by contacting our Customer Service team and an invoice will be emailed to you. </div><div>If you would like to add or remove gift packaging, or remove invoice documents for UK orders, please click the <strong>&#x201C;Can We Help You?&#x201D;</strong> button located in the lower right corner of any page on our website. Select <strong>&#x201C;Live Chat &#x2013; Existing Purchase Help&#x201D;</strong> to speak with a live agent during our opening hours.</div><div>Or alternatively email us at <a href target="_blank">customerservice@thediamondstore.com</a> with your order number in the subject line. Providing your order number helps us locate your order quickly and process your cancellation efficiently.</div><div><strong>Update/Change payment method</strong> -</div><div>You can only change your payment method if the payment has not yet been processed. Once the payment has been completed, it is no longer possible to switch to a different method. In this case, your order will proceed with the payment already taken, and any further changes cannot be applied.</div><div>If you used Novuna finance and your payment has been declined, or if your card has expired, we can issue a new invoice. This will allow you to make the payment using an alternative payment method so your order can be completed without delay.</div><div>If you need to update your payment:</div><ul><li>For Novuna finance payments that have been declined or where your card has expired, email us at <a href target="_blank">customerservice@thediamondstore.com</a> with your order number in the subject line. We will issue a new invoice so you can complete your payment using a different method.</li></ul><div>Please contact us as soon as possible if you need to update your payment to avoid delays in processing your order.</div><div><strong>Change/Upgrade of delivery method</strong> -</div><div>We are unable to change the delivery method you selected at checkout once your order has been processed.</div><div>Please note: If you selected store pickup, we cannot change this to home delivery. If you are unable to collect your order within the specified pickup timeframe, the parcel will be returned to us.</div><div>If you chose home delivery and need the parcel delivered on a different day, please click the <strong>&#x201C;Can We Help You?&#x201D;</strong> button located in the lower right corner of any page on our website. Select <strong>&#x201C;Live Chat &#x2013; Existing Purchase Help&#x201D;</strong> to speak with a live agent during our opening hours.</div><div>Or alternatively email us at <a href target="_blank">customerservice@thediamondstore.com</a> with your order number in the subject line. Providing your order number helps us locate your order quickly and process your cancellation efficiently.</div><div><strong>Combine or split orders</strong> -</div><div>We cannot combine orders that were placed separately. Each order must be processed and shipped individually. This ensures that your items are tracked correctly and reach you without delays or confusion.</div><div>If your order contains multiple items and one of the items requires handcrafting, we can arrange for the items to be dispatched in separate parcels. Both parcels must be sent to the same address, and no changes to the delivery address can be made once the order has been processed.</div><div>Splitting parcels in this way allows you to receive items as soon as they are ready while ensuring handcrafted items are prepared to the highest quality before shipping. This process helps avoid delays and keeps your order organised and secure.</div><div>If you would like to request your order to be dispatched in separate parcels, please email us at <a href target="_blank">customerservice@thediamondstore.com</a> with your order number in the subject line. </div><div><br></div><div><br></div>

Order Amendment - Pre Shipping

To check your order status:. Click the “Can We Help You?” button located in the lower right corner of any page on our website. Select “Track and Manage Orders” and sign in to view the most recent update on your order. If you need more help, return to

<p><strong>To check your order status:</strong></p><p>Click the <strong>&#x201C;Can We Help You?&#x201D;</strong> button located in the lower right corner of any page on our website. Select <strong>&#x201C;Track and Manage Orders&#x201D;</strong> and sign in to view the most recent update on your order.</p><p>If you need more help, return to the main menu and select <strong>&#x201C;Live Chat &#x2013; Existing Purchase Help&#x201D;</strong> to speak with a live agent during our opening hours.</p><p>If you have trouble logging in, please email <strong><a href="mailto:customerservice@thediamondstore.com">customerservice@thediamondstore.com</a>&#xA0;</strong>with your order number in the subject line or contact us via our <a href="https://www.thediamondstore.co.uk/pages/contact-us" target="_blank" rel="noopener noreferrer"><strong>Contact page</strong></a>.</p><p><br></p><p><span style="font-size: 9px;">25/02/2026</span></p>

How Do I Check The Status Of My Order?

Our phone line opening hours:
Monday 09:00 - 20:00 GMT
Tuesday 09:00 - 20:00 GMT
Wednesday 09:00 - 20:00 GMT
Thursday 09:00 - 20:00 GMT
Friday 09:00 - 20:00 GMT
Saturday 10:00 - 18:00 GMT
Sunday 10:00 - 18:00 GMT

The Diamond Store London

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My ring is missing a stone, what should I do?

My ring size needs changing. Can it be resized, or do I need to exchange it?

My jewellery is starting to look dull; do you offer rhodium or gold plating services?