By ordering at Hatton Diamonds, you will receive your handcrafted jewel beautifully wrapped. For your peace of mind, we offer a free and fully insured delivery service straight to your doorstep.
The following information applies to customers living in United Kingdom.

HOW LONG WILL MY ITEM TAKE TO ARRIVE?

For more information around delivery times specific to your location, please contact our customer service.

HOW WILL MY ITEM BE DELIVERED?

Once your item is ready, we will send it via the Royal Mail Special Delivery service, fully insured and free of charge. For security reasons, there will be no indication of what the parcel contains. If you ordered your jewellery for a surprise proposal or gift, rest assured the item will be delivered discreetly at your convenience.

CAN I RECEIVE MY ITEM ANY SOONER?

If you need your item urgently, our jewellery specialists can, in certain cases, speed up the production process. Please contact us and we will be happy to accommodate your request if possible. Please note, there is an extra fee of £ 125 included to expedite classic solitaire designs, and £ 175 for diamond-set jewellery (such halos, vintage or trilogy designs).

WHAT ABOUT VAT AND IMPORT DUTIES?

You will be charged your local VAT rate of (20%) directly at checkout. No import duties apply here.

CAN I HAVE MY ITEM SENT TO ANOTHER ADDRESS?

Yes, we can deliver your item to an alternate address. For security reasons, we will need some additional identification and proof of address if the payment was made by a debit or credit card.
Please note that items paid online through PayPal need to be sent to your billing address for security reasons.

CAN I COLLECT MY ITEM FROM A SHOWROOM?

Orders can be collected from our London showroom. Please notify our team that you intend to collect an item, and we will have your order polished and prepared when you arrive. The person who paid for the item should collect it, as we will need to confirm your identity.
Please note that collection will not be possible for items paid through PayPal

CAN I RESIZE MY RING?

Of course! Getting the most comfortable fit can be difficult, especially when you are planning a surprise proposal. For this reason, we offer a complimentary ring resize within 30 days when you receive your item. Certain items such as full set eternity rings cannot be resized and will therefore need to be exchanged.

STANDARD RETURNS POLICY

HOW DO I RETURM MY ITEM?

Orders can be returned within 14 days for a full refund. Charges incurred by a third party to receive your order can not be refunded. Please note that damaged or engraved jewellery cannot be returned. Your refund will usually be sent to you within 10 working days, but it can take up to 30 working days depending on the method of payment used.
Instructions for returning your item will feature on your order confirmation. Before sending your item back, please notify our sales team by calling or emailing us at [email protected].

Non-Faulty Items

* If the item is unused, in its original packaging when returned to us and accompanied by a valid proof of purchase and certificate of authenticity, where applicable, we will offer a full refund of the purchase price and any outbound delivery costs that have been charged at the standard rate. The costs of any non-standard delivery charges will not be refunded, and you will have to pay the costs of returning the item to us. We are also happy to exchange your item within 14 days from the date of despatch. If you choose to exchange your item outside of the 14-day refund period, a refund will not be offered for the exchanged item unless the product is faulty.
* Exclusions: We cannot accept returns of earrings or cleaning products if the tamper proof packaging has been opened. This is for hygiene reasons and does not affect your statutory rights in relation to faulty items. We cannot accept items that have been customised or made to specification or engraved or personalised or altered but this does not affect your statutory rights in relation to faulty items.
* Please note, orders paid using PayPal or purchased via an in store device can only be refunded once received back at our Distribution Centre for processing.
* Our promise to replace the item or refund your money does not apply if the returned item has faults or damage caused by accident, neglect or misuse whilst in your possession or during the return to us.
* Please be aware that refunds for purchases made using 3rd party tender types e.g. insurance cards, may not be possible on the same day. If this is the case our Client Support Team will advise you and keep you updated with progress.
* Please Note: When processing your return we may need to speak with you before we are able to complete the process. If we are unable to make contact with you within 14 days of receiving your item(s), we will return it to the delivery address linked to the order.
* It can take up to 14 days for us to process your return.

Faulty Items

You have statutory rights in relation to any goods you purchase from us that are either not of satisfactory quality or fit for purpose or as described at the time of purchase whether you purchased it in-store, through our website, over the ‘phone, via a device in-store. The following time limits apply from the date of purchase for in-store transactions and from delivery of the item to you for all other transactions:
* Within 30 days of purchase/delivery you have the right to a refund.
* After the 30 day period, but within six months of delivery/purchase you are entitled to a repair or replacement.
* After six months of delivery/purchase, similar rights exist, but only if you can prove that the fault was present at the point of delivery/purchase. In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use you have made of the item.