Service
Customer Product InformationThis insurance is optional and will meet the demands and needs of a UK resident requiring insurance for jewellery or watches in the United Kingdom, Channel Islands and Isle of Man plus up to 30 consecutive days elsewhere in the world any one trip.
The insurance is administered by T H March & Co. Limited, Hare Park House, Yelverton Business Park, Yelverton, Devon, PL20 7LS, and they are authorised and regulated by the Financial Conduct Authority (FCA). This may be checked on the Financial Services Register on the FCA’s website.
In the unlikely event that you may wish to make a complaint, this should be directed to T H March. The complaints procedure is detailed in your insurance documentation.
It is important you read the certificate as this details the terms, conditions and any restrictions in cover.
Click here to download the insurance product information document (PDF)
Add theft, damage & loss Insurance from T H March 
The insurance value is higher than our selling price and is the estimated replacement cost if our Diamond Heaven discount were no longer available at the time of a claim.
1 year cover for £62.73 inclusive of IPT
3 year cover for £114.74 inclusive of IPT
Our UK customers can insure their purchase with MarchGuard cover from T H March, providers of specialist jewellery and watch insurance since 1887.
- No excess on claims
- Simple and easy to arrange
- Accidental loss*
- Accidental damage*
- Theft cover*
- Worldwide cover (up to 30 consecutive days abroad)
- All claims are processed through Diamond Heaven (repair or replacement)
- For 3 year policies, protection is included against price inflation on replacement items (see certificate terms for details)
* Subject to terms and conditions of the policy
Click here to view / download the insurance product information document (PDF)
Click here to view / download the full policy wording document (PDF)
- This insurance is for UK residents only
- There is no cover for wear and tear
- There is no cover for items left in unattended baggage or in an unattended vehicle
- There is no cover for any free gifts or accessories that may have come with the purchase
- There is a 14-day cooling off period
- This insurance is NOT renewable after the initial term
- The policy wording provides full details of cover and exclusions and you are requested to read this.
Important notice: Whilst many home insurance policies may cover certain pieces of jewellery or watches we would advise all customers to check their policies closely. Certain household policies have restrictions on watch and jewellery cover, and may include limitations such as, no accidental damage cover, no cover outside of the home or cover for holidays abroad. They may also restrict your choice of jeweller for repair or replacement. In the event of a household insurance claim, you may be expected to pay an policy excess and any claims made may affect your future premiums.
RETURNS
HOW TO RETURN OR EXCHANGE YOUR ITEM
At Diamond Heaven, we always endeavour to ensure all our customer are happy with their purchase and to give the best customer service possible. In the rare event you are not happy with your item, then you are entitled to a full 30-day money back guarantee from the date you receive the piece of jewellery. This would also cover faulty goods. We also offer the opportunity for our customers to exchange your item, should you see something else that you prefer.
HOW DO I RETURN MY ITEM?
Contact us on [email protected] and let us know you would like to return your item.
You will be issued a return number; a returns form will also be emailed across for you to fill in. You may also include a covering letter if needs be.
Please ensure the parcel is addressed as following:
DH Returns*
115 Vyse Street
Hockley
Birmingham
B18 6LP
Your item needs to be returns in its original box and all original documentation. Failure to return the box or any documentation will result in a delay/deduction of your refund amount.
Once you have completed these steps, please send the item back to us via a reputable postal service or courier company. Please note, you are responsible for the returns cost and insuring the item for appropriate amount whilst in transit. Diamond Heaven will not be held responsible for any loss or damage whilst the item is in transit back to us.
Email [email protected] with the date of postage, along with the tracking number so we can track your parcel. Once we receive the item in office, we will confirm via email and proceed with the return/exchange.
*Please refrain from addressing the parcel with the word ‘Diamond’ being mentioned.
HOW LONG WILL THE RETURN/EXCHANGE TAKE?
Once we receive your returned item, our Returns Department will check the item over before releasing it for a refund. If any item is found to have signs of wear, is damaged, resized by another jeweller or has been mishandled in any way, it will not be eligible for a refund.
If any items have missing diamonds or damage that the customer has no knowledge of, then the item will not be accepted for a refund. Our craftsmen are some of the best qualified jewellers in the country, and all our items are checked thoroughly before dispatch.
Once your return has been approved, please allow 8-10 working days for the funds to return to your account.
If you are not sure whether your item falls under our 30-day money back guarantee, then please contact us on [email protected] or 0121 200 1300.
ARE THERE ANY ITEMS NOT COVERED UNDER THE RETURNS POLICY?
Bespoke items- Jewellery that has been specially commissioned will not be valid for a refund. There will have been multiple points throughout the commission where you would have had to approve cad designs.
Engraved items- Any jewellery that has had engraving carried out will not be valid for refund, as this has been personalised and cannot be re-sold.
Worn or Damaged items- Any jewellery that has been clearly worn or has suffered damage, whatever that may be whilst in your possession.
INTERNATIONAL RETURNS
We ask that all our international customers contact us on [email protected] before arranging any return.
