FAQ's
WHY CHOOSE 5INE JEWELS
At 5ine Jewels, we offer you a safe and secure shopping experience both online and instore. You can shop with confidence for certificated diamonds and fine jewellery at 5ine Jewels.
WHY 5ine Jewels
WHY 5ine Jewels
At 5ine Jewels we pride ourselves on offering top quality GIA certificated diamonds and fine jewellery at excellent prices along with only the highest standards of customer service. As a family run jewellers, we have over 40 years experience in the industry passed down through generations, which we will pass down to you with first-rate education and guidance - from selecting a diamond to choosing a precious metal.
Whether you are looking for a diamond engagement ring, wedding ring or piece of bespoke diamond jewellery we can offer you up to 60% better value than you could ever hope for in a conventional High Street diamond jeweller.
APPRAISAL REPORT
All diamonds from 5ine Jewels of 0.29ct or more, will be independently Appraised in terms of colour, clarity, carat weight and cut, by one of the world's most respected independent laboratory qualified grader. When comparing prices, it's important to make sure you are comparing like with like. As any true professional will tell you, all 0.29ct diamonds are not the same & will have many differences.
CREDENTIALS
Diamonds, like any other business, include a variety of suppliers who are competing for your custom. Some are better qualified than others, with more relevant experience to meet your needs more precisely. 5ine Jewels is the online service of a family with generations in the diamond jewellery business, we have over half a century's continuous professional expertise to offer you.
CONFIDENCE
Existing or prospective customers of 5ine Jewels are welcome to contact us directly on 0203 086 8629 and speak to an expert. You will not get through to a call-centre on another continent -- you will get someone who cares passionately about the products and services we offer. If they feel unable to answer your question satisfactorily, they will put you through to an expert within the organisation who can.
EDUCATION
Will my diamond have good sparkle?
It depends on what kind of diamond you buy. Some eye-clean diamonds will have good sparkle despite impurities while some will be cloudy with similar kind of impurities.
Please refer to our education guide on what kind of diamond to buy
What type of metal will go with my diamond?
Usually white gold is the preferred metal but if you wear other yellow gold jewellery pieces or have a yellow tinted diamond then yellow gold will be a better choice. Both white and yellow gold is available in 14K or 18K.
Also, another available metal is Platinum which usually is more expensive than gold; because of its properties and rarity.
Please refer to our education guide on what kind of diamond to buy
DELIVERY INFORMATION
How long will delivery take?
The majority of items take 10-12 working days for gold products & 20 working days for platinum to make and deliver to you.
Some take only 7 working days, some items are in stock and can be delivered within 48 hours. A few items such as bespoke diamond engagement rings can take more time.
Each item has a different delivery time so please check the delivery date that is shown on the specific product you are interested in.
If you need your order for a specific date, let us know and we'll do everything we can to have your order ready in time. Use the "Special Requirements / Date Needed By" section which you can find on the product page to tell us your deadline.
How do I know when my item will be delivered?
Most gold items will be delivered in approximately 2 weeks; a few items (including most bespoke engagement rings) will take 3 weeks and platinum items in 4 weeks. If you'd like to know what date you can expect to receive your ring, please email us at info@5inejewels.com and we will update you.
We will email you once your item has been dispatched so you will know when it's on its way to you. We send dispatch confirmation via email between 5-7pm on weekdays, so do please check your emails in the evening if you think your item is due for dispatch that day. In most cases, you can expect to receive your order the day after we dispatch it (this will be the day after you receive a dispatch email from us).
We use 'Royal Mail Special Delivery' within the UK (9 am to 1 pm delivery), and 'Royal Mail International Signed For' and sometimes FedEx courier for deliveries outside the UK.
In rare cases, if Royal Mail experiences some kind of delay with your delivery, it might mean you receive it one day late (this is usually the ''worst case'' scenario as this service is generally very reliable and considered the best next-day service in the UK).
If we have an item in stock we can sometimes deliver next day if necessary.
If you need your order urgently or for a very specific date, please let us know and we'll do everything we can to have your item ready in time. Please use the "Special Requirements / Date Needed By" section on the product page to tell us of your deadline.
Can I have my order sooner?
If you need your order urgently or for a very specific date, please let us know and we'll do everything we can to have your item ready in time.
To check with us if we can meet your deadline, please email us at info@5inejewels.com or call +44 (0) 2030868629 and have the product code ready.
Please use the "Special Requirements / Date Needed By" section on the product page to tell us of your deadline. If we can't meet your deadline for any reason, we will always let you know, so if you don't hear from us that means we can deliver in time!
If you need your item delivered within a few days, please contact us to see what we have available in stock.
How will my jewellery by delivered?
We use 'Royal Mail Special Delivery' within the UK (9 am to 1 pm delivery), and 'Royal Mail International Signed For' or FedEx couriers for deliveries outside the UK.
The packaging is completely discrete and will not give anything away. The package just states 'GAPH Ltd' as the sender and the contents are not identifiable in any way.
PLEASE NOTE
Delivery is free within the UK and Europe (£40 outside of Europe) and your item will be fully insured and tracked during transit.
If you are out or unable to answer the door...
Royal Mail will leave a card and the package can be collected from your local Post Office or a re-delivery arranged with Royal Mail.
We will email you usually between 5-7pm the day your item is sent, so you know to expect your delivery the next day.
How discreet is the packaging?
The packaging is completely discreet and will not give anything away. Our packaging only states 'GAPH Ltd' as the sender on the package, and the contents are not identifiable.
Presentation box and Packaging
Luxurious packaging and presentation
All display boxes are made to measure for the jewellery they house and are lined with faux suede. Earring and pendant display boxes are fitted with special inserts to display them in the best possible way.
We also provide display boxes for pairs of wedding rings, with an insert that allows for both rings to sit comfortably within the box, very useful for your wedding day!
PLEASE NOTE
If you have a preference for the smaller box (it's very good for engagement rings as it's nice and small!) please mention this in the Special Requirements box when placing an order or email us at info@5inejewels.com. If you receive a smaller box but would have liked the standard size box, please email us and we will happily post you one.
International/Overseas Delivery
We use Royal Mail within the UK and Europe and FedEx outside of Europe.
Sometimes we use FedEx within Europe, if not we use Royal Mail International Signed For.
If your delivery address is within the UK, we use 'Royal Mail Special Delivery'.
If your delivery address is outside the UK but within Europe, we use either 'Royal Mail International Signed For', or a FedEx. Please allow for a few extra days delivery time compared to the delivery dates shown on our website/product pages if you do live outside the UK.
If your delivery address is outside Europe, we use FedEx courier in almost all cases. The delivery time once dispatched varies from country to country, so please allow for a few extra days delivery time compared to the delivery dates shown on our website/product pages.
PLEASE NOTE
Orders delivered outside of Europe may be subject to import duties and taxes on arrival.
JEWELLERY SERVICES
Ring Resizing
Generally resizing takes 3-5 working days.
Please print off our ring resize request form and send it back to us with your ring for resizing. The form will provide you with the correct address to send your ring back to, the best method for sending it back and all other information that you require in order to have your ring resized.
Please do not send in your valuation document/diamond certificate that you might have received with your ring, just the form and the ring itself is all we need. If you have the box or another box that will securely hold the ring, please include this if possible.
PLEASE NOTE
Items that have been delivered to you and then sent back to be re-sized, will not subsequently be accepted for a refund.
Also, we only offer a resizing service for rings made by 5ine Jewels. Unfortunately, we can't resize rings that we did not manufacture.
Has your jewellery lost its shine?
Please print off our cleaning, polishing and replating form and send it back to us with the item you wish to be cleaned/polished/replated.
The form will provide you with the correct address to send your ring back to, the best method for sending it back and all other information that you require in order to have your ring cleaned/polished/repaired.
PLEASE NOTE
We only offer a polishing service for rings made by Purely Diamonds. Unfortunately, we can't polish rings that we did not manufacture.
Do I need to return my paperwork?
Please just use the form provided and do not send your valuation document or any other certifications with the item. Please also ensure the item is secure in its original box if possible.
How long will it take?
Our cleaning/polishing/replanting service usually takes approximately 2 working days to carry out. If you would like more information regarding turn-around time please contact us directly.
Is there a charge for this service?
A free clean and polish is complimentary on the first occasion you return your ring to us. There will be a small charge of £20.00 thereafter.
How to look after & clean your jewellery
Yes, diamonds are forever, but it is important to look after them!
Here are some tips to make sure your diamond stays in perfect condition:
· Do not wear your diamond if you are doing rough work. Diamonds are extremely durable; however, a hard blow along the grain can chip them.
· Do not keep diamonds jumbled together loosely in a box. Remember diamonds can scratch other diamonds.
· Avoid your jewellery coming into contact with chlorine bleach (often used in housework). Although this will not harm the diamond itself, bleach can discolour or pit the mounting.
· Diamonds can be dulled by skin oils, cosmetics, soap and cooking oils or grease. Regular cleaning once a month is the best way to keep them at their brilliant best.
Clean diamonds reflect light better and actually look bigger than dirty ones. So regular cleaning is the key to keeping your diamonds in sparkling condition.
JEWELLERY REPAIR
Does your ring need repairing?
Any item that you purchase from us comes with a lifetime guarantee for any manufacturing faults that occur within this period.
Please print off our jewellery repair request form and send it back to us with your ring for repair.
