Frequently Asked Questions (aka FAQs)
Buying jewellery online can feel like it is full of unknowns, but we try our best to make it as easy as possible for you.
Our most frequently asked questions are below, but if you can’t find the answer to your questions please drop us an email info@dilux.com or call us on: 01608 650993
Do You Resize Rings?
Yes, we are happy to offer ring resizing on all suitable rings at a cost. We can advise the cost dependant on how many sizes the ring needs to go up or down. Resizing can take up to 1 week, although we can request expedited sizing under exceptional circumstances.
Occasionally a ring’s design may make it more difficult to resize (this is sometimes the case with eternity rings or very large signet rings. In cases such as these we will liaise with our trusted jewellers and get back to you with options. If substantial changes must be made this may affect your ability to claim a refund. Our staff will advise if this is the case.
Can My Ring Be Resized After Delivery?
If your ring needs sizing after it has been delivered to you feel free to get in touch with our team on info@dilux.co.uk. We are usually able to arrange for you to send the ring back and have it sized for you at a cost of £40. As we cannot vouch for the quality of other jeweller’s work if you choose to have the ring sized independently, we will no longer accept the item back as a return.
How Do I Find My Ring Size?
Please click on this handy Printable ring size guide to check your ring size https://dilux.co.uk/pages/ring-sizing-guide, you will need to download it before you can print it however, if you are having trouble, please get in touch with us on info@dilux.co.uk, we’ll be happy to send out a disposable ring sizer.
Do You Ship Internationally?
Yes, we use various reliable shipping companies dependant on destination. We only use secure and insured services. Please note that all local duties, taxes, and fees are almost always charged when shipping to destinations outside of the UK, and these are the responsibility of the customer to pay.
I Saw A Ring I Loved But It Has Now Sold Out – Can I Get Another One?
Most of our jewellery collections are one-off pieces (the fact that it is all unique is one of the reasons we love antique, pre-loved and vintage jewellery!). Therefore, it’s unlikely we can find the same thing again, but if you let us know we can look out for something similar.
How Do I Look After My Vintage or Antique Jewellery?
Visit our jewellery care page https://dilux.co.uk/pages/how-to-care-for-your-vintage-jewellery
Do You Offer Finance Or Credit?
For items over £250 we offer credit / finance with a 25% deposit to spread the cost over 4 months interest free. If you require more time, please contact us at info@dilux.co.uk or call us on 01608 650993.
Do You Buy Jewellery?
We are happy to look at any pieces that you may be wanting to sell. If you can send as many pictures as possible and details about the item to info@dilux.co.uk we will get back to you as soon as we can.
What Is Your Refund And Return Policy?
If you wish to return your item for a full refund, we will be happy to process this for you if we receive the item within 14 days of the purchase along with the original receipt.
Please note that the item must be returned undamaged in its original packaging via tracked and insured mail. Any alteration, tampering or unauthorised testing of the item will invalidate your refund.
We are aware that circumstances can change, particularly when it comes to wedding proposals, and we always try to accommodate our customers. If you need us to extend your return window, please feel free to get in touch with us on 01608 650993 or send us an email on info@dilux.co.uk and we will do our best to help. More details on our policies can be found here https://dilux.co.uk/pages/terms-conditions
Can I See A Video Of The Item Being Worn And Request Additional Pictures?
We are always happy to provide you with more images and video footage of the item being worn to help you to get to know the piece before you buy. Simply reach out to our team at info@dilux.co.uk and we will email you with any additional details you require.
Can I Have A Diamond Certificate With The Item?
Some of our items come with an anchorcert certificate, if certification it will be mentioned in the item description, but a certificate can also be requested by contacting us on info@dilux.co.uk and we can provide a certificate from DiLux.
Can You Reserve An Item For Me?
We are happy to reserve an item in exchange for a deposit of 25% of the item’s total value.
How Is My Payment Secured?
Your card details are processed securely by Shopify we don't see any of your card details. You can also use PayPal, you can also phone your order through to the shop on 01608 650993 and pay by debit or credit card, we also accept American Express.
Does My Order Come Boxed?
Your jewellery will arrive in an appropriate box, carefully wrapped to avoid damage during transit, unless otherwise stated in description it may not come in the packaging it is pictured with.
Will My Order Be Marked As “Antique Jewellery”?
External packaging will not be marked with anything that can be used to identify it as jewellery to safeguard against theft and avoid spoiling a surprise gift. If you wish to return the item for any reason within 14 days you should mark the return package with “Antique Return” to avoid excess customs charges.
When Will My Item Arrive?
All UK mainland orders are shipped next day, tracked & signed by 1pm once funds are cleared. Overseas is usually 5-10 days. All our packages are insured.
A special concierge service can also be made available under certain circumstances if you are unable to receive the item via mail. To arrange this please contact us on 01608 650993 or email us on info@dilux.co.uk
Can You Source Something Specific For Me?
Yes, if you're looking for something specific just get in touch and our staff will assist you as much as they can. Our buyers bring newly acquired items in on a regular basis, so if you can let us know the details of what you are looking for, we will be happy to keep our eyes peeled for the specific item you are looking for.
Do You Have A Shop?
Yes, our shop address is DiLux, Windsor House, High Street, Moreton in Marsh GL56 0AH. Please email us on info@dilux.co.uk or call us on 01608 650993 for more information.
Can I Try Rings On Before I Buy?
Yes, you can try rings on in our shop DiLux, Windsor House, High Street, Moreton in Marsh GL56 0AH.
Can You Value My Jewellery For Me?
Unfortunately, we do not provide a valuation service for your jewellery as we would be unable to provide an accurate assessment without detailed in-person inspection. We recommend that you seek the assistance of a reputable high street jeweller for this service.
A Note On Our Jewellery Descriptions
We do our utmost to ensure our descriptions and images are as clear and accurate as possible and if you need any further information, we are always happy to help.
We do our absolute best to correctly date items, identify stones and their cuts and give all known facts about our pieces. Dating is not always an exact science, which is why some of our dates are ‘circa.’ Any mistakes or omissions are purely accidental.
Please note, with antique and vintage jewellery it can be difficult to exactly measure stones without taking them out of their mounts. Closed back pieces are even harder. However, we use specialist tools which give us very close measurements, but it is why our descriptions usually say stone sizes and measurements are approximate.
Please take note of the measurements of a piece of jeweller as items can sometimes look larger in close photography or look a different size on different people.
Condition Of Items
Please be aware that everything on the site is antique, vintage, or second-hand. We check pieces to make sure that they are in good working order, but by the virtue of the fact that they are not new, they all have some degree of wear. When we state the condition is “good” it is good second-hand condition, commensurate to an item’s age. If there is more considerable damage or wear, we will state it as clearly as possible.
Any Other Questions?
If you have any questions about the pieces we sell, feel free to get in touch on 01608 650993 or send us an email on info@dilux.co.uk Our team is always happy to help!
