Help & Contact

Please select the subject below and click for more information.
  • Contact Information

    We are here to help you, whether you have a question about our jewellery, our service, or would like to talk to us about your order. You can either contact us by free phone (0800 0234481 – 9AM to 5PM Monday-Friday excluding bank holidays), or by e-mail using enquiries@hotdiamonds.com.   

  • Can I see Hot Diamonds in store?

    Hot Diamonds jewellery is sold in many stores throughout the UK and across the world. To find your nearest stockist, please use our store locator.   

  • How do I care for my jewellery?

    Careful handling of your Hot Diamonds product will be rewarded with many years of enjoyment. Finger marks and the dulling caused by day-to-day wear can be removed by lightly polishing with a microfibre cloth. Please note: Excessive rubbing may damage the protective coatings applied to some metals.

    Other simple guidelines include:

    • Do not spray perfume or other solvents on to jewellery.

    • Always store your jewellery carefully after wearing.

    • Do not use silver dips.

    • Sandblasted finishes can be cleaned with a soft eraser.

    • Do not wear whilst swimming.

    • For more persistent marks, wash your jewellery in warm soapy water and then thoroughly rinse in clean running water. Dry with a lint free cloth or hair dryer and then lightly polish with your micro fibre cloth.

  • Will my Hot Diamonds order be gift wrapped?

    Is your order for a loved one? Lucky her! Every order is lovingly gift wrapped so that Hot Diamonds makes the perfect gift. If you are searching for a new jewel for yourself, you are in for a treat!  

  • Will my Hot Diamonds silver jewellery tarnish?

    Hot Diamonds jewellery is coated with rhodium, which is an anti-tarnish precious metal far more valuable than solid gold! This helps ensure your jewellery will maintain its shine far longer than other silver jewellery that does not adopt this expensive coating process. 

  • Does Hot Diamonds use conflict free diamonds?

    Hot Diamonds guarantees that the diamonds used in all Hot Diamonds jewellery are purchased from legitimate conflict free sources, in compliance with the Kimberley Process and associated United Nations resolutions.

    Hot Diamonds supports the Kimberley Process Initiative to eliminate conflict diamonds from world trade; further details on the Initiative can be found at www.kimberleyprocess.com, and www.diamondfacts.org.

     

  • How can I find my ring size?

    If you do not know your ring size, don't worry. Simply follow the steps below, and you will discover which ring size you should order online for the perfect fit.

    • Wrap a piece of string, or a strip of paper no wider than 10 MM around the base of the finger that you would like your ring to fit on.

    • Use a pen or pencil to mark the point where the string or paper overlaps.

    • Unwrap the string or paper from your finger, and measure the length from the start of the string or paper to the mark that you have made in MM. Please be careful to start measuring from the correct end of the string or paper to the mark!

    • Compare this length with the chart below to establish your ring size

    Please avoid measuring your fingers when they are cold, as at these times your fingers are at their smallest. Also, please check that you can slide your string or paper over your knuckle, before you mark the overlap point.

    UK Ring Size

    Circumference mm

    Diameter mm

    US Size (Approx)

    EU Size (Approx) 

    K

    50.0

    15.9

    5 1/2

    50 1/4

    L

    51.2

    16.3

    6

    51 1/2

    M

    52.5

    16.7

    6 1/2

    52 1/2

    N

    53.8

    17.1

    7

    54

    O

    55.1

    17.5

    7 1/2

    55 1/4

    P

    56.3

    17.9

    8

    56 1/4

    Q

    57.6

    18.3

    8 1/2

    57 1/2

    R

    58.9

    18.7

    9

    58 1/2

    S

    60.2

    19.1

    9 1/2

    60 1/4

     

    How Can I Tell The Ring Size Of My Partner?

    • Why not 'borrow' one of your partner's rings (for the appropriate finger), and slide it down a tapered candle until it fits closely (don't push it too hard). Now you can measure the circumference of the candle at the point at which the ring fits, and use the table above to convert this into a Hot Diamonds ring size.

    • If you can't get your hands on one of your partner's rings, don't forget your partner's mother, or close friends – they might know!

  • Hallmarking Information

    Every piece of our jewellery is tested and all products which are at, or above the minimum legal threshold of 7.78g, are hallmarked by an independent third-party Assay Office in Edinburgh which guarantees that the precious metal is of the fineness stated. 

    View the latest Dealers Notice here

     

  • Returns Information

    How to return your jewellery to us for free!

    You can return unwanted jewellery, free of charge, within 28 days of delivery for a refund or exchange. All returned products (when not faulty) must be unused, in pristine condition and in their original packaging. We're sorry, but unless faulty, earrings cannot be returned. This is due to hygiene reasons and does not affect your statutory rights.

    1. Please follow this link http://www.royalmail.com/track-my-return/create/864 and follow their instructions to create a pre-paid returns label. Please print this and stick to the front of your parcel.

    2. Please ensure you complete the returns paperwork that was included with your order and enclose it in your returned parcel.

    3. When we receive your return, you will receive an email confirming we have received it back. Please allow 14 working days for your refund to be processed.

    Please note that we cannot accept responsibility for free post parcels reaching our returns centre successfully. If you would like to ensure the return of your parcel, we recommend that you use an insured courier service of your choice. Unfortunately, we cannot cover the cost of these returns.

    Please note that if returning jewellery for a refund that included a free gift, the free gift must also be returned before the refund is processed. 

    Unfortunately, we do not offer a free returns service outside of the UK, and return carriage costs are the responsibility of the customer.

    How to exchange your jewellery for free!

    If you would like to exchange an item for the same item again (usually when the first item is faulty or the wrong ring size), simply complete the reverse of the delivery note accordingly, return the item to us, and we will process your exchange for you within 14 days of receipt. If you wish to exchange your unwanted item for a different item, please return your unwanted item for a refund by completing the reverse of the delivery note and place another order for the new item that you require. 

    Faulty returns more than 28 days after dispatch

    Should you wish to return a product as faulty more than 28 days after the dispatch date of the product, we will investigate the fault, and will offer a replacement product subject to availability, where the fault is considered genuine by our customer services department.

    If an item is discontinued, we may offer loyalty points for you to spend on another item of jewellery subject to the above criteria.

     

     


  • Exchange Information

    How to exchange your jewellery for free!

    If you would like to exchange an item for the same item again (usually when the first item is faulty or the wrong ring size), simply complete the reverse of the delivery note accordingly, return the item to us, and we will process your exchange for you within 14 days of receipt. If you wish to exchange your unwanted item for a different item, please return your unwanted item for a refund by completing the reverse of the delivery note and place another order for the new item that you require. 

  • Supply Chain Policy

     

     RISK CATEGORISATION: 

    • Key suppliers are to be split into ‘lower risk’ and ‘higher risk’ categories 

    - RJC suppliers or those audited by RJC harmonized organisations are ‘lower risk’ 

    - Non-RJC suppliers or those not audited by RJC harmonized organisations are ‘higher risk’

    SUPPLY CHAIN DUE DILIGENCE: 

    • Suppliers will be asked to disclose their RJC or RJC harmonized organisation certificates where applicable

    • In addition, suppliers are asked to demonstrate and provide written evidence that they source the gold, silver and diamonds that they use for manufacturing from sources which are compliant with the SRSP

    - The company will review this documentation and file it accordingly so that it is available for auditors to access

    • For ‘lower risk’ suppliers, this evidence will be requested annually in January of each year

    • For ‘higher risk’ suppliers, this evidence will be requested every 6 months in January and July of each year

    • The company will adopt a ‘KYC’ approach to its supply chain and will research the background of each key potential supplier before onboarding

    TERMS OF BUSINESS:

    • The company’s terms of business will always include that all suppliers must be compliant with meeting the minimum standards set out in the SRSP

    - This requirement will be communicated to all existing suppliers and will form part of the onboarding process for all new suppliers

    STAFF AWARENESS, DUE DILIGENCE AND ESCALATION:

    • The company will communicate to its staff its supply chain policy and the SRSP supply chain requirements

    • The company will encourage its staff to highlight any potential risk areas within its supply chain and to communicate these to the Head of Commerce

    INVESTIGATING RISKS AND HANDLING NON-CONFORMANCE:

    • Through due-diligence and the actions above, the company will identify any risks within its supply chain and act accordingly:

    - Risks will be investigated by the Head of Commerce

    - Non-conformity of a supplier will either result in:

    o Corrective action being required by the company whilst trading continues; 

    0 A temporary suspension of trading whilst the risks are being worked on; 

    0 In serious cases a cessation of the business relationship.

    ACCOUNTABILITY:

    • The company’s compliance officer is the Head of Commerce

  • Human Rights Policy

     

    OUR HUMAN RIGHTS POLICY 

    At HISTORIC ORIGINALS LTD we are committed to protecting the human rights of all our staff and those who receive direct or indirect services from us. As a responsible, ethical organisation, we fully support the principles of the Human Rights Act and all associated legislation.

    Our responsibility for human rights encompasses:

    • Our operating sites — we will uphold the human rights of all employees, visitors and contractors at our offices and distribution centres

    • Our supply chain — it is our aspiration to ensure that working conditions throughout our supply chain meet internationally accepted standards of human rights and working conditions

    This policy statement has been developed with reference to the following documents:

    • The Human Rights Act 1998

    • The Modern Slavery Act 2015

    • The Ethical Trading Initiative Base Code

    KEY PRINCIPLES

    PRIVACY

    We respect the privacy rights of our employees when gathering personal information or implementing employee monitoring practices.

    CHILD LABOUR

    We will not employ workers under the legal minimum age for work as stipulated by the Employment Act 2008.

    FORCED LABOUR

    We will not make use of any forced labour or debt-bondage labour in accordance with the Modern Slavery Act 2015.

    DISCRIMINATION

    We will not discriminate against any person based on their protected characteristics and will uphold Article 14 of the Human Rights Act 1998 in respect of protection from discrimination.

    FREEDOM OF ASSOCIATION AND COLLECTIVE BARGAINING

    We respect the right of our employees to associate freely and participate in collective bargaining.

    BUSINESS PARTNERS

    We expect respect for Human rights from our significant business partners.

    DISCIPLINE

    We will not employ, or allow to be employed, any form of corporate punishment, physical coercion or verbal abuse. Any disciplinary matter will be dealt with through formal procedures.

    WORKING HOURS

    Working time directives will be adhered to as per the Working Time Regulations 1998 with opt-out clauses publicised to staff.

    REMUNERATION

    Wages paid for standard working hours will meet or exceed national minimum wage or living wage levels as appropriate.

  • RJC Commitment Policy

     

    Hot Diamonds is a member of the Responsible Jewellery Council (RJC). 

    The RJC is a standards-setting organisation established to advance responsible ethical, human rights, social and environmental practices throughout the gold, silver, platinum group metals, diamond and coloured gemstone jewellery supply chain. 

    The RJC has developed a benchmark standard for the jewellery supply chain and credible mechanisms for verifying responsible business practices through third-party auditing. 

    As an RJC member, we commit to operating our business in accordance with the RJC Code of Practices. We commit to integrating ethical, human rights, social and environmental considerations into our day-to-day operations, business planning activities and decision-making processes.

  • Delivery Information

    UK Deliveries

    Standard service – Free for orders over £70

    Our standard delivery costs £4.90 but is free when you spend over £70. We send standard delivery orders out with the Royal Mail on a 48-hour service. 90% of deliveries arrive within 48 hours, but please allow 3 to 5 working days for your order to arrive. If you are not home when the Royal Mail attempt delivery, the postman will leave a 'We're sorry we missed you' card with instructions on how to collect your order from a local sorting-office or arrange re-delivery.

    All orders placed before 14:00 (Monday to Friday) will be dispatched on the same day. All orders placed over the weekend and on bank holidays will be dispatched the following working day.

    Next day delivery service

    Order before 2pm Monday-Friday and receive your order the next day (Monday to Saturday). Our express delivery costs £9.90 and operates via Parcelforce. Leave a mobile number when placing your order and you’ll receive a text message with a 1-hour delivery slot from Parcelforce. Your order will require a signature on arrival. Please note, this delivery option excludes Bank Holidays and Sundays.

    All orders placed before 14:00 (Monday to Friday) will be dispatched on the same day. All orders placed over the weekend and on bank holidays will be dispatched the following working day.

    Unfortunately, there are some postcodes that our courier service cannot reach to fulfil a next day service. Please see a list of these postcodes at the bottom of this page.

    Deliveries outside the UK

    Republic of Ireland

    Standard service – free for orders over £70

    Our standard service is £4.90 but is free when you spend over £70. Please allow 3-4 working days for delivery to Republic of Ireland. All orders placed before 14:00 (Monday to Friday) will be dispatched on the same day. All orders placed over the weekend and on bank holidays will be dispatched the following working day. 

    Express delivery service

    Our express service, priced at £9.90, is delivered within 2 working days from dispatch via courier (excluding Saturdays & Sundays). A signature is required on delivery. All orders placed before 14:00 (Monday to Friday) will be dispatched on the same day. All orders placed over the weekend and on bank holidays will be dispatched the following working day. 

    United States of America

    Our standard delivery service takes up to 5 working days and costs $10.00. This is sent via the Royal Mail International Parcels Service. All orders placed before 14:00 (Monday to Friday) will be dispatched on the same day. All orders placed over the weekend and on bank holidays will be dispatched the following working day. 

    Europe 

    Our standard delivery service takes up to 5 working days and costs €10.00. This is sent via the Royal Mail International Parcels Service. All orders placed before 14:00 (Monday to Friday) will be dispatched on the same day. All orders placed over the weekend and on bank holidays will be dispatched the following working day. 

    We deliver to the following countries in Europe - Andorra, Austria, Belgium, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Israel, Italy, Latvia, Liechtenstein, Lithuania, Luxemburg, Norway, Poland, Portugal, San Marino, Serbia, Slovenia, Spain (including the Canary Islands), Sweden, Switzerland and Turkey. 

    Rest of the World

    Our standard delivery service takes 3-5 working days and costs $10. This is sent via the Royal Mail International Parcels Service. All orders placed before 14:00 (Monday to Friday) will be dispatched on the same day. All orders placed over the weekend and on bank holidays will be dispatched the following working day.

    We deliver to the following countries internationally - Brazil, Hong Kong, Japan, New Zealand, Singapore, South Korea and Thailand.

     

  • Dispatch Information

    We know you want your jewels as quickly as possible! All orders placed before 14:00 Monday to Friday (excluding bank holidays) will be dispatched on the same day. Orders placed after this time will be dispatched on the following working day. Orders placed over the weekend will be dispatch on the following working day.  

  • How does the Hot Diamonds loyalty scheme work?

    We are thrilled to offer a fabulous loyalty scheme at hotdiamonds.com.

    Every time you place an order we will treat you with loyalty points worth 10% of your order value. For example, if you place an order worth £100, you will earn £10 loyalty points. You can use these points on your next order but please note, your points will expire after 6 months. 

    Your loyalty points can be viewed in your account at any time and will automatically be applied to your next order, which will also earn you loyalty points! As long as you order every 6 months, you never run out of points to spend on jewels!  

     

     


     

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