FAQ

Questions that our customers most frequently ask are set out below,if you have a question that isn't answered by our list of FAQs please contact us on 1300 899 432 or Chat Live.

Is it safe to buy diamonds online?

It is completely safe to purchase from the Diamond Emporium website, not only do we have strict security measurements in place, we offer a 14 day money back guarantee for added peace of mind. For further details please refer to our Security Policy.

How long has Diamond Emporium been operating?

We have been in business for over 50 years. Specialising in the diamond trade we are a second generation, family owned and run business with decades of experience and knowledge that we use to assist you in purchasing the highest quality jewellery. This provenance means that our customers feel safe in the knowledge that they are buying from experienced and respected gemoligists and jewellers.

How can I be assured that the diamond I've ordered is the one I'll receive?

All of our diamonds come with full certification that includes details of the identifying characteristics and proportions of your individual diamond.In addition to this, most of our diamonds are laser inscribed for extra security. We check each diamond against its certificate before sending it to the customer, using the certificate number on the girdle which can be seen when using 20x magnification. Alternatively, you can have it checked by an independent appraiser for a small fee.

Can I collect my purchase in person?

Yes, absolutely. You can arrange to collect your purchase from our Sydney office during business hours.

Do you have a showroom?

Yes, our Sydney showroom is open during business hours by appointment only, should you wish to see a selection of our jewellery and meet our fully trained sales professionals.

Why do diamond prices differ from one day to the next?

Diamond prices fluctuate according to the value of the US dollar as diamonds are traded around the world in US dollars. All prices quoted on the Diamond Emporium website are valid for 24 hours and are updated daily at 12.00 am.

Why are your prices so low?

For a number of reasons; we buy direct from the supply factories and in large quantities meaning we pay less so that we can pass these savings on to our customers. Because we buy from high up the supply chain we do not have to pay additional mark ups or margins from third parties along the way.

We also have partnerships with the largest diamond cutters and manufacturers around the world which gives us a high level of buying power. Lastly, as we trade almost entirely through our website we incur lower overheads than a retail chain as well as being able to hold a larger inventory. Both of these mean we can offer more competitive pricing.

Do you provide a warranty on your products?

We offer a lifetime warranty as well an upgrade service, details of which can be seen on our policy page. Life Time Warranty and Upgrades

What is your return policy?

We offer a 14 day return policy, details can be found on our return policy page.

Our 14 day money back guarantee applies only to items that the customer has not seen.

How much will GST, shipping, insurance and delivery charges cost?

All of these are included in the price of your diamond, except for GST which will be added separately. Delivery outside of Australia will be charged separately too, to cover the additional cost that this incurs.

How will my purchase be packaged?

You will receive a box with either a presentation box inside for diamonds only, or a ring box inside if you have purchased a ring. The box will be tied with a Diamond Emporium embossed ribbon and placed in a gift bag. The invoice and original diamond certificate are also included.

Is there a cost involved if I return my diamond/ring without the certificate?

Yes, before we can accept the return the diamond would have to be re-certified and inscribed by an independent laboratory which costs $150, for which you will be responsible. In addition to this, the cost of posting or couriering the diamond back to us is your responsibility. Please note that unless we know that the diamond certificate issued with your purchase has been destroyed we will regard the possibility of a diamond certificate falling into the wrong hands as a serious issue.

After submitting a request for a quote or communication from you, when can I expect to be contacted?

We aim to reply to all queries and requests within 1 business day.

Can you laser inscribe my diamond?

Yes. A laser inscription service is available for an additional charge of $80. Please check with your consultant if you want a short message on your diamond.

Can you help me find a diamond if it's not on your website?

Yes, our buying department can source diamonds from all over the world.

Can I view the diamond before it is set in a ring?

Yes, you can make an appointment with your sales representative to inspect the diamond at our showroom.

Is it possible to custom design a piece of jewellery?

Yes. Please provide us with a picture of exactly what you want, we will supply you with a quote and have it individually handcrafted. If you wish to design a piece of jewellery yourself, we will refer you to one our specialist jewellery designers who you can tell what you'd like and they will design your jewellery for you.

Can you resize my ring?

We will resize any ring bought from our range at no extra charge to you within 30 days or purchase. After the 30 day period any ring of any metal can be resized at a cost of between $50 and $75.

Do you sell coloured diamonds?

Yes we do. As these are rare and only procured by Diamond Emporium for special orders we have a strict no return policy on these diamonds. Please discuss your requirements with your diamond consultant if you wish to purchase a coloured diamond.

What is the difference between a certified and uncertified diamond?

A certified diamond has been subjected to a thorough grading process by an independent, accredited laboratory who then supplies the diamond with a certificate. This certificate contains information on the individual characteristics of the diamond that allow a gemologist to to identify it upon inspection and set it apart from other diamonds. If the unique certificate number is inscribed on the diamond, it's identity can easily be verified using a strong microscope. An uncertified diamond is one that has not been through this process and therefore does not have it's own unique certificate.

What is diamond colour and clarity enhancing?

This is a process by which a diamond has undergone an unnatural process to enhance it's colour or clarity. This is done either by heat treatment to make the diamond whiter or by drilling into a dark inclusion then vaporising it with a laser or chemical agent to get rid of it, then filling the hole with clear resin. Customers should always be aware if these kinds of treatments have been undertaken. Diamond Emporium does not trade with these stones as their quality and value has been compromised and they are below our standards.

What is fluorescence?

When diamonds reflect a blue/yellow/green light under an ultraviolet light they are said to be luminescent of fluorescence. This is a rare phenomenon and should be highly valued. However, many members of the diamond trade see it as a negative trait but in fact fluorescence can make diamonds look better in overall colour and appearance. Diamonds with fluorescence offer good value to the customer.

Which metal is best?

Our ring collection as well as the majority of our fine jewellery comes in platinum, white gold or yellow gold. Platinum is more durable and shows fewer scratches and has a bright, modern look as does white gold. Yellow gold has a warmer hue and chic appeal.

What is the difference between white gold and platinum?

A common misconception is that white gold and platinum are the same things and only separated by price but this is not the case. Platinum is four times stronger than white gold, does not discolour or oxidise as white gold does and is more durable. In terms of appearance, platinum has a very white and slightly duller appearance than white gold, which shines brighter. 18 karat white gold is a very good option for a customer who is looking for a purer metal at a reasonable price.

What is rhodium?

Rhodium is a metal alloy that is formed when platinum is separated and is applied to fine jewellery to create an incredibly hard protective coating on silver and gold. Rhodium also provides a white shiner and tarnish prevention.

How do I work out my ring size?

We have a printable ring sizer for you to find your ring size, we can also send you a complimentary plastic ring sizer upon request. Alternatively, you can come into our Sydney showroom for us to measure your ring size.

What is laser inscription?

Laser inscribed diamonds have their unique serial number inscribed on their girdle to allow identity verification in case of theft or after cleaning or repair. The laser inscribed serial number can only be seen under high magnification.

What is a DE Ideal Cut?
A DE Ideal Cut diamond excels all criterion necessary for it to be classed as 'Excellent'. These diamonds produce the greatest brilliance and fire. For more information please refer to our Diamond Grading information.
What is a diamond's make?

A diamond's 'make' refers to it's cut, finish and overall appearance. At Diamond Emporium we evaluate each diamond on a 'make' scale that takes into consideration it's proportions as well as brilliance and fire.

Are some diamond certifications better than others?

Yes, these come from the world renowned and most highly respected laboratories, the GIA, AGS and HRD. However, all of the certifications that Diamond Emporium carries are from one of the four universally trusted gemology labs. To learn about the different labs and the advantages of each, please visit Diamond Certification.

How high is the quality of your diamonds?

At Diamond Emporium we only sell loose diamonds that are certified by one of the three world trusted gemology labs. In addition to this, we select only the highest quality diamonds for use in our fine jewellery. The quality of the diamonds used in a particular piece of jewellery is clearly marked on that item's product details page.

Do you offer fancy coloured stones and diamonds?

Yes we do but we do not keep them in our inventory and supply these only when a special request is made by a customer. If you would like to place a request please contact on of our experts on 1300 899 432.

Do you provide gemmological appraisals?

Every item is accompanied with an appraisal from an experienced Master Gemologist. Each appraisal contains a detailed description and the replacement value of the item. We can fax an appraisal to your insurance company on your behalf so that your purchase will be insured at the time you receive your item.

Can I order over the phone?

Yes, our customer service representatives are available between 9.00 am and 5.30 pm. Monday to Friday at 1300 899 432.

How do I cancel my order?

You can cancel your order by contacting us on 1300 899 432, please have your order number ready when calling. However, once an order is sent you can no longer cancel but you are perfectly able to return the item within 14 days.

How can I track my order?

Once you have placed an order you can track the progress of it by logging in to your account on our website with the login details supplied when placing your order.

Will I have to pay tax on my order?

Customers in Australia will be subject to GST tax, international customers will be subject to the duties and taxes of the country of destination.

Do you have a payment plan?

Unfortunately we do not offer payment plans at this time,we can only accept payment in full. Our accepted forms of payment are credit/debit cards, bank wire, personal cheque, bank cheque, or Diamond Emporium gift cards.

Does Diamond Emporium charge for shipping?

Diamond Emporium offers free shipping on all orders within Australia.

Are order shipments insured?
We fully insure every order that we send out and require a signature at the point of delivery.
Do you ship internationally?

Diamond Emporium can ship to an international address. Please view our International Orders information or contact a Diamond Emporium representative at 1300 899 432 for further details. You will be exempt from paying Australian Taxes (which is 10%).

Therefore, only freight, handling and shipping costs (between $150 - $200 AUD) will be payable. In addition to this, international customs regulations outline that any goods imported into a country may be subject to import duties and taxes - these are the responsibility of the recipient of the goods (in this case, the customer). You should contact your local customs office for further information.

Can I ship my order to an address other than my billing address?

Yes, you can ship an order to another address by calling your credit card or bank institution before placing your order and adding the alternate address. Additionally, Saturday delivery is available at the time of checkout if it is inconvenient to receive your package at your billing address during the week.

Can you help me to choose a product?

At Diamond Emporium we offer a complimentary personal shopping service to help you choose the perfect diamond or piece of jewellery. We understand that choosing one can be a daunting task with the many grades and types of diamond available so we have a team of expert gemologists who will help guide you through the selection process. Simply fill out a request form on our personal shopping page.

How do I clean my diamonds and jewellery?

Daily wear, dust, and your skin's natural oils can cloud the brilliance of a diamond and dull the appearance of platinum and gold. You can clean diamond jewellery in warmwater, using a mild liquid detergent. Use a soft brush to create lather around the jewellery piece. Rinse off with warm water, and pat dry with a soft lint-free cloth. View our diamond and jewellery care information to view detailed instructions on how to restore your diamonds and jewellery to their original shine.

For a more thorough clean, at Diamond Emporium we offer free yearly jewellery cleanings and inspections as part of our care and maintenance program. For more information on this service please contact one of our representatives on 1300 899 432.

Do you sell Conflict Diamonds or Blood Diamonds?

All diamonds offered at Diamond Emporium have been purchased from legitimate sources that are not involved in funding conflict diamonds and are in compliance with United Nations resolutions.Please see our information on conflict diamonds for further clarification

What is your website security Policy?

Online security is very important to us. Our site is tested and certified every day by McAfee Secure, the leader in site security. In addition, we display the VeriSign Secure Seal, insuring the very best in Secure Socket Layer technology to protect information as it is transmitted to us. Please visit our security page for more details.

What are your business hours?

Diamond Emporium representatives are available at 1300 899 432 Monday to Friday from 9am to 5:30pm (appointment can be arranged for after 5:30pm) and Saturday and Sunday by appointment. Live chat is available during business hours as well.

I am nervous about make such big purchase online,is Diamond Emporium reputable?

Diamond Emporium is a member of the Jewellers Association of Australia (JAA). Member Number: 3396 and www.diamondemporium.com is part of the BBBOnLine Reliability Program. Additionally, Diamond Emporium is a member of the Gemmological Association of Australia (GAA).

Where are you located?

Our address is:
Diamond Emporium
Level 2, Suite 201,
185 Elizabeth Street,
Sydney, NSW 2000
Australia

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