We want to make it possible for you to have the perfect shopping experience! That's why we have different teams available to answer all your questions. We tried to put together the most frequently asked questions & answers, but if you have a more specific query, please do not hesitate to contact us.
WHAT PAYMENT METHODS CAN I USE?
Diaz.London accepts the following methods of payment for purchases:
Credit cards accepted:
- Visa Electron
- American Express
- Diners Club
Other forms of payment:
Examples of forms of payment we do not accept include:
- Layaway plan
- Personal checks
- Money orders
WHAT CURRENCY WILL I BE CHARGED IN ?
You will be billed in your chosen currency, Diaz.London currently allows for checking out in (GBP) British Sterling Pound, (EUR) Euros, (CNY) Chinese Yuan, (AED) Emirati Dirham, (USD) US Dollars, (JPY) Japanese Yen, (KRW) South Korean Won, and (HKD) Hong Kong Dollar.
HOW DO I USE A GIFT CARD?
If you have a gift card and would like to redeem it, you can do so when you begin the checkout process. Once your code has been accepted, the final amount of your purchase will update automatically.
WHEN WILL MY ORDER ARRIVE AND WHAT DOES IT COST TO SHIP MY ORDER?
As soon as your order is ready we will send you a confirmation email with a tracking number. You can track your order by clicking on the tracking link included in your shipping confirmation email.
We offer three convenient shipping methods for online orders:
UK £6.50 Royal Mail Tracked Delivery (1-3 Business days)
EU £9.50 Royal Mail International Signed for (3-7 Business days)
£18.00 FedEx Priority (1-3 Business Days)
US £12.00 FedEx Ground (2-5 Business Days)
£24.00 FedEx Priority (2-3 Business Days)
£15.00 to PO Box Address
CANADA £16.00 FedEx Ground (4-8 Business Days)
£32.00 FedEx Priority (2-3 Business Days)
REST OF THE WORLD
£15.00 Royal Mail Airsure (5-20 Business Days)
£32.00 FedEx Priority (2-3 Business Days)
*Delivery times are approximate. Saturdays, Sundays and holidays are not considered Business Days.
** Orders received before 12:00noon GMT will be processed and should ship that same day; orders received after 12:00noon GMT should ship the next Business Day.
WHERE DO YOU SHIP TO?
We ship merchandise ordered on Diaz.London worldwide.
DO YOU SHIP ORDERS TO MULTIPLE ADDRESSES OR TO A DIFFERENT DELIVERY ADDRESS?
We recommend that you ship to the address the card is issued to to avoid delays. We may process shipping orders to multiple addresses or to a different delivery address depending on location and country of purchase, this orders may be delayed while we verify that the shipping address is legitimate and will take longer to process as this payment will be verified by a different security route.
WHAT SIZE SHOULD I ORDER?
Item measurements and a generic size chart can be found on every product page.
CAN I ORDER A CUSTOM SIZED ITEM?
In some cases, it is possible to order a special size for a bracelet or necklace. Please contact Customer Service for more information regarding which products are available for custom sizing.
DO YOU DO ENGRAVING?
Some of our products such as the bangles, come with a complimentary engraving and this can be found on the specific product page, just place details of the engraving at checkout. If the product you want to engrave does not have an engraving option and you still want to use our engraving services, please contact the Customer Care team for more information.
WHAT HAPPENS IF THE ITEM I HAVE ORDERED IS NOT IN STOCK?
In the unlikely event that an item is out of stock, our team will contact you within the next business day and your money will be refunded.
WHAT IF I CHANGE MY MIND AND WANT A DIFFERENT SIZE OR COLOR AFTER MY ORDER IS PLACED?
Once an order is placed at Diaz.London you cannot make changes. If you have placed an order incorrectly, please contact us and we will cancel the order, allowing you to re-order the correct items. Please contact our customer service as soon as possible before your order is shipped.
CAN I RETURN THE PURCHASE?
All returns/exchanges of online orders, must be returned within 7 days from the day the order was shipped. Please refer to our Shipping and Returns page for information on the guidelines in our Return Policy.
I RECEIVED THE WRONG ITEM, WHAT DO I DO?
This would be very unlikely, every item passes different stages of quality control for your order to be perfect at the time of dispatching. But mistakes do happen and if this is the case we will rectify it as quickly as possible. Please contact the customer service team using the contact us form detailing the issue and we will take care of it. Please include your order number at all times when emailing our customer care team.
WHAT DO I DO IF MY ITEM ARRIVES DAMAGED?
Customer satisfaction is our goal at Diaz.London, in the unlikely event that your item happens to be damaged when delivered, we ask our customers to contact our Customer care team as soon as they realise. We will kindly request an image of the damaged product for our records and will ask you to ship it back to our Head Quarters. Once we have received and checked the product, we will send you a replacement completely free of charge.
WILL MY ORDER BE TAXED?
On orders from countries outside the European Union Import duty applies over a certain value. This is a tax that the recipient has to pay as an importer in order to bring foreign goods into his or her country. The amount to be paid depends on the type of goods and where they come from, we will help you with all the process if needed.
In the event that this fee is not paid by the recipient, customs will not release the package and will send it back to Diaz.London
For more information regarding custom duties we advise our customers to get in touch with their country’s Revenues and Customs office.
WHY SHOULD I CREATE A DIAZ.LONDON ACCOUNT?
Creating an account on Diaz.London can maximise your shopping experience and make your use of the site more convenient. Also, certain features and benefits of our website are only available if you register an account. Examples of just some of those great benefits include: the ability to store payment, billing and shipping information for faster and easier checkout; the ability to maintain an address book for easy shipping to different addresses.
WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
If you have forgotten your password and would like to reset it, you can do so by clicking on the “Forgotten Password” section at the bottom of the “Sign-in” window. Once you have entered your registered email address, we will send you an email with a temporary password which can be changed to your convenience on your “My Account” settings. Please note that passwords for our website are case-sensitive.