FAQs

While appointments are not required, we recommend scheduling one to ensure that we can provide you with personalized attention during your visit, especially on Saturdays. You can schedule an appointment by contacting our customer service team info@thediamondshop.co.nz

Our showroom is located at 1/223 Ponsonby Road, Ponsonby, Auckland. You can find directions and a map on our website for your convenience.

Yes, you are welcome to try on our jewellery pieces during your showroom visit. Our knowledgeable staff will be happy to assist you in finding the perfect piece for any occasion.

Yes, we offer consultations and design appointments for customers interested in creating custom jewellery pieces or discussing specific design ideas. Please schedule an appointment with our design team to get started.

Yes, you can bring in your own jewellery for repair, cleaning, or appraisal. Our expert team will assess your jewellery and provide you with recommendations and estimates for any services needed.

Our jewellery is crafted to order. In the product description for each style, we provide an estimated production time (such as 4-6 Weeks), or will advise if an item is available for immediate dispatch

We accept Visa, Mastercard, American Express, PayPal, Afterpay and Gem Select.

Yes, we do offer Afterpay both in store and online.

We do sell gift cards. Currently these can only be purchased in store or via a telephone call to the store. If need be, we can email a digital copy.
On-line gift cards are coming soon.

When your order is ready, you will receive email confirmation. This email will include our showroom trading hours.

We offer standard and expedited shipping options for domestic and international orders. Shipping rates and delivery times may vary depending on your location and the shipping method selected.

Bespoke orders are crafted to order. In the product description for each style, we provide an estimated production time (such as 4-6 Weeks), or will advise if an item is available for immediate dispatch

Once your order has been shipped, you will receive a confirmation email with tracking information

Shipping rates are calculated based on the weight of your order and the shipping destination. You can view the shipping cost at checkout before completing your purchase

Yes, once your order has shipped, you will receive a tracking number via email. You can use this tracking number to monitor the status of your delivery online.

Yes, we offer international shipping to most countries. However, please note that international shipping rates and delivery times may vary depending on your location and local customs regulations

If your package is lost or delayed, please contact our customer service team, at info@thediamondshop.co.nz and we will assist you in locating your order or arranging for a replacement shipment if necessary.

If your order has not yet been shipped, please contact our customer service team at info@thediamondshop.co.nz as soon as possible to request a shipping address change. Once your order has been shipped, we are unable to modify the shipping address

If you are not home at the time of delivery, the shipping carrier may leave a notice with instructions for rescheduling delivery or picking up your package from a local holding facility.

All of our bespoke jewellery pieces are proudly crafted in New Zealand, where we uphold the highest standards of craftsmanship and quality control.

We use a variety of high-quality materials including 9k, 14k and 18k gold, and platinum, as well as a selection of high quality natural or lab grown diamonds and other precious gemstones.

Yes, many of our jewellery pieces are handmade by skilled artisans who bring their expertise and passion to every creation.

Yes, we offer customization services for many of our jewellery pieces. Whether it's adjusting the size, metal type, or incorporating a personal touch, we can work with you to create a piece that's uniquely yours.

The production time for customized jewellery pieces varies depending on the complexity of the design and materials involved. Our customer service team can provide you with an estimated timeline based on your specific requirements.

Yes, we welcome custom design requests! If you have a specific design in mind, please contact our in-store design team to discuss your ideas and requirements.

We have stringent quality control measures in place throughout the production process to ensure that each jewellery piece meets our high standards of craftsmanship and durability

We want you to be completely satisfied with your purchase and there are a number of options available for you to return or exchange your item.

To return, exchange or receive a credit for your purchase, you can either pop in store to see us, or alternatively contact us at info@thediamondshop.co.nz.

Please refer to our Returns and Exchange policy for full details.

To return, exchange or receive a credit for your purchase, you can either pop in store to see us, or alternatively contact us at info@thediamondshop.co.nz.

Exchanges and refunds will not be given on any bespoke items purchased unless agreed by The Diamond Shop due to special circumstances. We do offer a lifetime guarantee on our products and will rectify any issues should they arise. 

Final sale items are not eligible for a refund, exchange or store credit unless deemed faulty.

Refunds will not be accepted simply for change of mind. Please consider this prior to placing your order. Please do not hesitate to contact our customer care team at info@thediamondshop.co.nz for any questions you may have before making a purchase.

Yes, we offer repair and maintenance services for our jewellery pieces. Whether it's resizing a ring or replacing a missing gemstone, our skilled craftsmen can help restore your jewellery to its original beauty.

We offer a wide range of repair services, including but not limited to, ring resizing, prong re-tipping, gemstone replacement, soldering, and polishing.

Repair fees vary depending on the type of repair needed and the extent of the damage. Once we assess your jewellery, we will provide you with a repair quote for your approval before proceeding with the repair.

The repair time depends on the type of repair needed and our current workload. We will provide you with an estimated timeframe for your repair when your jewellery is received for repair.

Yes, we offer complimentary cleaning and maintenance services to help keep your jewellery looking its best. Please contact our customer service team info@thediamondshop.co.nz for more information on our cleaning and maintenance options.