FAQs

About Us

1. Do you have a retail store located in New Zealand?

Diamonds.co.nz does not operate in retail spaces. This allows us to ensure low overhead costs so we can focus on maintaining the best prices and the highest quality of product and service for our customers. We do however have our head office in Pukekohe where we are happy to meet with you for consultations. We offer free shipping on all items and a 30-day money back guarantee (please see the returns sections below) if in the unlikely event you are unhappy with your purchase.

2. How can I get in touch with you?

Our general office hours are Monday to Friday, 9.00am- 4.30pm. You are more than welcome to call us during this time on 0800 88 88 37 or email us at any time at info@diamonds.co.nz. Alternatively, join a live chat or leave us a message on our website or Facebook instant message with one of our diamond experts.. 

3. Can I book a consultation with a diamond expert?

Definitely. We appreciate that our customers love to see the diamonds and try on our range of settings before making a decision so we offer consultations, free of charge, to anyone interested. This is where you can learn more about diamond education and we can work alongside you to work within your design specifications and budget. Consultations are held at our Head Office in Pukekohe (South Auckland).

Click here to book a consultation 

4. How can I trust you?

Paul, our Managing Director here at diamonds.co.nz, has been selling diamonds within the New Zealand jewellery industry for more than 30 years. He was the first person in the country to obtain the GIA Diamond training in residence in the US and is one of the most knowledgeable diamond experts in New Zealand. Alongside Paul there is a small team of Sales Consultants who are also trained in diamonds and work with diamonds and diamond jewellery day in and day out who are extremely passionate about the product and their customers.

Diamonds

1. Can I buy diamonds only from diamonds.co.nz?

Of course. Any diamond on our website can be purchased as a loose stone. You will recieve a diamond presentation box with your order, as well as the corresponding diamond report. 

2. How do I know the diamonds you are using are ethical?

We purchase diamonds through companies that are Kimberley Process compliant which is a joint government, international diamond industry and civil society initiative to stem the flow of conflict diamonds. Diamonds.co.nz sources the vast majority of its diamonds from De Beers Diamond Trading Company Sightholders to ensure our diamonds have come through the correct channels.

Click here to learn more about our Ethical Diamond Policy.

3. Do the diamonds you sell come with reports?

All diamonds we sell on diamonds.co.nz come with GIA, IGI or HRD reports. Most of the diamonds also have laser inscriptions on the girdle of the diamond and this is used to verify the diamond with the diamond report.

Click here to learn more about diamond grading.

4. How can I make sure the diamond I ordered and the diamond I've received are the same?

The laser inscription on the diamond will match up with the diamond report that comes with your purchase validating that the diamond is indeed the same as the one purchased. As diamond graders, we also quality control the diamond to ensure it is the corresponding diamond.

5. Do you hold physical diamond stock within New Zealand?

Our website stock is virtual stock that is held offshore with our suppliers. This allows us to keep costs down to a minimum and pass the savings on to our customers, offer diamonds that we wouldn't necessarily hold for the New Zealand market and meet your entire needs when it comes to purchasing a diamond or diamond jewellery. We do however have a selection of physical diamonds for viewing or immediate purchase in New Zealand.

6. What are the most important things to consider when purchasing a diamond?

It really comes down to personal preferences and budget. We recommend reading up about diamond education on our website and we are more than happy to advise you on what diamond we think would give you the best value for your money.

Click here to learn more about diamond education.

7. The diamond I am interested in has gone up or down in price since I last viewed it. Why would this be? 

As diamonds are traded in USD, the New Zealand dollar prices can alter on a daily basis due to exchange rate fluctuations. 

Jewellery

1. I've ordered my ring online, how long does it take to make the item?

Your diamond is shipped in from our supplier and  jewellery item is set here in Auckland. From start to finish the process takes approximately 2-3 weeks. We will contact you when your item has been shipped so you know when to expect it. 

2. What if I can't find the jewellery item I am looking for?

As well as our extensive range of jewellery settings listed on diamonds.co.nz, we also work with customers to create one-off jewellery as unique as you, using the lastest CAD (Computer Aided Design) Technology. So if you can't find what you are looking for on our website, we encourage you to use this service. 

Click here to learn more about our Custom Design service. 

3. What metals do you use to make your jewellery?

We craft our jewellery in 9K, 18K gold or Platinum.

Click here to learn more about Precious Metals. 

Shipping

1. Where do you ship diamonds and diamond jewellery?

We ship within New Zealand and internationally.

2. What is the cost of shipping?

Shipping is free within New Zealand. International shipping is at the buyers cost and is indicative of the destination.

3. Do you offer GST Free Purchases?

As a New Zealand resident, if you are travelling overseas then you are able to export your diamond jewellery GST free through the Auckland International Airport. You save 15% on your purchase.

If you order from offshore, GST does not apply. Any duties or taxes applicable in your country is the responsibility of the buyer.

Click here to learn more about GST free diamonds and diamond jewellery.

4. What if my item gets lost during the shipping process?

Our insurance policy covers the item while its being shipped. If in the unlikely event your package goes missing, we will remake your item at no extra cost. 

5. How long after my order will my item be shipped?

Approximately 2-3 weeks. We will keep in touch with you during the process so you know when you are expected to receive your order. 

6. Can I pick up my order personally?

Of course. Once payment has been confirmed we will contact you with our pick-up address from our Pukekohe (South Auckland) head office.

Returns

1. Can I return my purchase?

Yes, we have a 30 day money back guarantee from the date of delivery or collection on all jewellery or loose diamond purchases available on diamonds.co.nz.The item must be returned in its original condition and include all packaging and documentation within the 30 day period. Please phone on 0800 88 88 37 to arrange the return shipping with one of our team. 

If you have worked with one of our Designers, online, in person or by phone, to have a custom jewellery item designed and created especially for you, or varied in some way from one of our available designs listed on diamonds.co.nz, this item cannot be returned except for manufacturing faults and also your rights under New Zealand Consumer Guarantees Act and the Fair Trading Act. Additionally, any item exported through the Auckland International Airport using our GST free purchase service is not available for return except for manufacturing faults and also your rights under New Zealand Consumer Guarantees Act and the Fair Trading Act.

2. Can I upgrade my diamond purchase?

Yes, you can upgrade your diamond within the 30 day period.

Payment

1. What are the payment options available to me?

Account 2 Account direct credit, Visa and MasterCard as well as Gilrose Finance (see point 3). We do not accept American Express.

2. Do the prices displayed on the website include GST?

The initial setting and diamond prices on the search pages do not include GST. However, GST is added to the final purchase price when you get through to the "Purchase your jewellery item" page. 

3. Do you offer financing?

Yes, we offer financing through Gilrose Finance. In the check-out page of the purchase process you have the ability to choose Gilrose Finance as your payment method. You will be directed to the Gilrose Finance website to fill in their online application form. Your order is pending until finance has been approved. 

Pre-Loved Diamonds

1. I have a diamond I want to sell. Would you buy it?

Subject to it being within our parameters we will happily consider buying your diamond. Please email all the relevant documents (diamond report, valuation, jewellery images) to us at info@diamonds.co.nz for us to review and we be in contact. Pre-loved diamonds are not used in any diamonds.co.nz purchases.