FAQs

 

About Us

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

Diamonds.co.nz does not operate in street level retail spaces. This ensures 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 hold consulations by appointment and depending on Covid 19 government levels at our Auckland CBD and Pukekohe offices - please click here to book in with us. 

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, arrange a Zoom meeting or leave us a message on our website or Facebook to message our team.

3. Can I book a consultation with you?

Yes! We would love to meet you and guide you through the process in an unbiased and pressure-free environment. We hold consultations by appointment at our Auckland webroom Monday - Saturday & Pukekohe head office Monday - Friday depending on Covid 19 government levels at the time. 

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 37 years. He was the first person in the country to obtain the GIA Diamond training in residence in USA and is one of the most knowledgeable diamond experts in New Zealand. We are a family-run business who are extremely passionate about diamonds, jewellery and our customers.

Click here to meet the team

Diamonds

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

Yes absolutely. Any diamond on our website can be purchased loose. 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. We are now supplying blockchain enabled diamonds via the Everledger Platform which gives the country of origin and original crystal weight.  

Click here to learn more about our Ethical Diamond Policy.

3. Do the diamonds you sell come with reports?

All of our diamonds are sold with the original corresponding diamond report. Most of the diamonds also have the report number laser inscribed on the girdle of the diamond.

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 the corresponding diamond report that you receive with your purchase. As diamond graders, we also quality control each and every 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 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 from our supplier and the jewellery item is made in Auckland. From start to finish the process takes approximately 4-6 weeks, depending on the complexity of the design. 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. 

4. I've recieved my order but the ring size is incorrect, what do I do? 

Our customers receive one complimentary resize (a maxiumum of two sizes up or down) within 90 days of the order date. If it's outside these parameters, we will contact you with a quote to resize. If you wish to organise a resize, please contact your consultant directly or email info@diamonds.co.nz with your order number to arrange this. 

Click here to download our ring size guide or to request a template. 

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 3-4 weeks, depending on the complexity of the design. We will email you with the tracking number when your parcel is being shipped.

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 under $10,000 excluding GST. 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 on diamonds.co.nz, the item cannot be returned except for manufacturing faults and also your rights under New Zealand Consumer Guarantees Act and the Fair Trading Act. 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?

Account2Account direct credit, Credit card: Visa and MasterCard, as well as Gilrose Finance and Gem Visa (see point 3). Sorry, but we do not accept American Express.

Partial payments: You can secure your diamond or diamond jewellery by paying a minimum of 20% of the order total, and can choose to make additional payments that suits you. We will only ship your order once the full amount has been paid.

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. Alternatively, you can also pay using Gem Visa.

Valuations & Insurance

1. Should I get my diamond ring insured?

Absolutely. We encourage our customers to insure their diamond ring as a specified item on their contents insurance through their current provider.

2. Do you provide a jewellery valuation?

All diamond jewellery purchased from diamonds.co.nz is accompanied by a complimentary retail valuation, which can be used for insurance purposes.

Please note, this excludes items made with gemstones and coloured diamonds. Insurance valuations can be arranged by us on request through an independent valuation company. Please contact us for a price.

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.