FAQ's

GENERAL

CAN I PURCHASE A LOOSE DIAMOND?

Yes, definitely. This can be done easily on our website.

CAN I VIEW A DIAMOND BEFORE PURCHASING?

Since every diamond is purchased specifically for each customer, we do not stock diamonds 
for viewing. We do however, offer 360 degree videos of our diamonds on our website.

WILL MY DIAMOND BE LASER INSCRIBED?

Yes. All of our diamonds over .30ct come with GIA Certificates 
and are laser inscribed for identification purposes.

CAN I PURCHASE ONE OF YOUR SETTINGS IF I HAVE MY OWN DIAMOND OR GEMSTONE?

No, all of our rings are specifically crafted to fit diamonds purchased from Diamond Exchange.

DO YOU SELL COLOURED DIAMONDS AND OTHER GEMSTONES?

Yes. Please contact us at sales@diamondexchange.com.au or call 
1300 929 888 and one of our consultants will look after you.

CAN I DESIGN MY OWN RING?

You certainly can. If you are unable to find your perfect ring among our Collections, we can 
make one specially for you. For further details please see Custom Design Rings.

WHAT IF I WANT A CENTRE STONE SHAPE WHICH IS NOT OFFERED WITH A DESIGN I LIKE?

No problem. All of our settings can be modified to accommodate any diamond shape. Just contact us 
at sales@diamondexchange.com.au or call 1300 929 888 and we will assist with your request.

DO YOU OFFER FREE RING SIZING?

Yes, we do. We offer one complimentary resizing for our standard ring styles, as long as your order is within 90 days of shipment. Custom, modified, and engraved rings are subject to resize fees. Outside of the 90 day complimentary resize period, rings can be resized for a fee when within our jeweller’s recommended sizing range. If you are not sure of your finger size, please refer to our Ring Sizing Guide or alternatively you can talk to one of our sales consultants by calling 1300 929 888.

IS THE RESIZE COMPLIMENTARY IF THE RING HAS BEEN ENGRAVED?

No. There is a fee to resize engraved rings.

DO WE SHIP THE RING BACK TO THE CLIENT ONCE IT HAS BEEN RESIZED?

Yes. We will ship the ring back to the client anywhere in Australia for free.

IS THE RESIZE COMPLIMENTARY FOR SLIGHTLY MODIFIED DESIGNS?

No. There is a fee to resize modified designs.

DO YOU BUY DIAMONDS/JEWELLERY?

No, we do not purchase diamonds and jewellery.

WHAT IS DIAMOND EXCHANGE’S RETURN POLICY?

Diamond Exchange offers a 30 Day Return Policy which entitles you a full refund or exchange 
within 30 days of the shipment subject to our 30 Day Return Policy.

DO YOUR PENDANTS INCLUDE CHAINS?

Yes, our pendants all come with a 45cm trace link chains adjustable to a 42cm length which will 
match the metal of your pendant.

CAN I SLIGHTLY ALTER ONE OF YOUR DESIGNS?

Sure. We can modify any of our designs. All you have to do is contact us at 
customercare@diamondexchange.com.au or call 1300 929 888 and we will look after you.

WILL MY DIAMOND BE CONFLICT FREE?

Yes. All diamonds sold by Diamond Exchange are conflict free and ethically sourced, complying 
with The Kimberley Process, and we are proud members of the Jewellery Association of Australia.

CAN YOU SOURCE DIAMONDS WHICH DO NOT APPEAR IN YOUR INVENTORY?

Yes. Although we offer over 100,000 loose diamonds, if you cannot find what you are looking for, 
please contact us at customercare@diamondexchange.com.au or call 1300 929 888.

DOES DIAMOND EXCHANGE OFFER INSURANCE?

Yes. If you would like to insure your item outside of your home & contents policy, we offer Q Report Insurance. Please visit our Insurance page for more details.

CAN I EXCHANGE A DIAMOND PURCHASED ELSEWHERE?

We do not buy, or exchange, diamonds purchased elsewhere.

DOES DIAMOND EXCHANGE OFFER PAYMENT PLANS?

While Diamond Exchange does not offer payment plans, we do offer the ability to place your order 
with a 50% deposit. Please note, final balance must be paid within 30 days of the initial deposit date.

CAN I UPGRADE A DIAMOND I HAVE PURCHASED FROM DIAMOND EXCHANGE PREVIOUSLY?

Yes. Please see our Upgrade Your Diamond Policy for further details.

PAYMENTS

WHAT PAYMENT METHODS DOES DIAMOND EXCHANGE ACCEPT?

At Diamond Exchange, you can pay via by credit card or by direct bank transfer.

ARE GOODS AND SERVICES TAXES (GST) REFUNDS AVAILABLE IF I TRAVEL OVERSEAS?

Please click to view more details on the Australian Customs Tourist Refund Scheme.

CAN I CLAIM BACK GST?

If you are taking your purchase out of Australia within 60 days of purchase, you are entitled to 
claim the GST back.

DOES DIAMOND EXCHANGE ACCEPT INTERNATIONAL ORDERS?

Yes, and as an international customer, you will be exempt from paying our local Goods and 
Services Tax. Please contact us at customercare@diamondexchange.com.au or call 1300 929 888 
to process your order and confirm shipping cost.

SHIPMENTS

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Please allow up to 5 weeks for the delivery of your order. If you have a specific date you need your 
order delivered by, please contact us at customercare@diamondexchange.com.au or call 1300 929 888 
and we will let you know if this is achievable.

WILL I BE NOTIFIED WHEN MY ORDER HAS BEEN SHIPPED AND CAN I TRACK MY ORDER?

Yes, we will contact you prior to shipment to confirm your delivery details. We will also send you 
confirmation of dispatch along with a link to track your order.

ARE YOUR PRICES FLEXIBLE?

We offer excellent value for money by providing our diamonds at the lowest possible prices, therefore 
we are unable to reduce them. Our prices are typically 40% under those of traditional retail jewellers.

HOW LONG CAN DX HOLD MY ONLINE ORDER?

Diamond Exchange can hold your order for up to 30 days after the order has been received.

IS THERE A DIAMOND EXCHANGE SHOWROOM OR IS IT PURELY AN ONLINE SERVICE?

You can visit our showrooms in Sydney and Melbourne or you can contact us at 
customercare@diamondexchange.com.au or call 1300 929 888. We can guide you 
through the whole purchase process on our website making it as easy as possible.

DOES DIAMOND EXCHANGE OFFER WEEKEND DELIVERY?

No, we do not offer delivery services on Saturdays or Sundays.

CAN DIAMOND EXCHANGE DELIVER PACKAGES TO ADDRESSES OTHER THAN MY REGISTERED ONE/BILLING ADDRESS?

Yes. When confirming your order, please state the intended address in the shipping address fields 
and leave a comment if you require any other special arrangements.

DO YOU SHIP OUTSIDE OF AUSTRALIA?

Yes, we can ship internationally. Please view our international shipping policy for more details.

the DX advantage

Not only do we offer better prices then jewellery retailers, we provide multiple channels, ease of purchase and expert advice, no matter how you shop with us.

OUR NAME IS BUILT ON TRUST

ready to get started?

Melbourne Showroom

Level 4, 267 Collins St, Melbourne VIC 3000

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Sydney Showroom

Level 5, 387 George St, Sydney NSW 2000

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