Frequently Asked Questions


Help - it is my first jewellery purchased!

We are here to help! Please download our FREE guide to buying diamonds – all the information you will need is there. For more information and/or questions please contact us, we will be happy to help you any way we can.


How can you offer me a good deal?

Vertigo Diamonds has “in house” diamond suppliers, goldsmiths and jewellery designers. This helps our customers choose the highest quality jewellery for less money. Vertigo Diamonds doesn’t have an expensive high street shop with all its associated costs which means we can give you an even bigger discount.


Can I return (or exchange) my purchase?

Yes. If for some reason you are not completely satisfied with your “Vertigo Diamonds” product, we offer you a 14 days no – quibble money back guarantee provided that the goods are returned in the same unused condition as when you received them. Please note this does not apply to jewellery that you have designed or have had made specifically for you or rings size (ladies J to Q, men R to W) for more information Return, Exchange and Refunds.


To whom do I return the goods if necessary?

Please use royal mail special delivery, send to Vertigo Diamonds Ltd, 3rd floor, 46 Hatton Garden, London, EC1N.

For more information please read our Return, Exchange and Refunds policy.


What if I don’t know my ring size?

Please download our FREE guide to buying diamonds, all the information your require is there.


What if I order the wrong ring size?

Should you order your wrong ring size we will happily change it for you (cost of £15). Please note: we can only make your ring a bigger size when it is a ladies ring size J to Q, gens rings size R to W. We cannot change the size at all when it is a full or half full eternity ring(s) or any special designer jewellery which was made for you (unless this has been agreed previously on your order in writing).


How is my jewellery delivered?

Vertigo Diamonds use The Royal Mail Special Delivery service. We do not charge for delivery. For more information please see Delivery Packing and Upgrade.


How long will my order take to be dispatched?

It will take up to 7 working days. For more information please see Delivery Packing and Upgrade.


Are there any shipping costs?

No there are no charges for shipping.


What will the packaging look like?

Please check Delivery Packing and Upgrade photo including, as well as your Vertigo Diamond Report and valuation Letter.


Does my jewellery come with a grading report?

Yes. All Vertigo Diamonds jewellery comes with a report and a valuation letter. For more details please see Your Vertigo Diamonds Report.


Will I be able to upgrade my diamond(s)?

Yes any time (after the first 30 days) as often as you like! And we will charge you only for the difference between the old and new diamond(s)!!!. For more information please check Delivery Packing and Upgrade.


Do you sell diamonds from the warring sections of Africa?

All Vertigo Diamonds have been purchased from legitimate sources not involved in funding conflict and in compliance with United Nations Resolution. We hereby guarantee that our diamonds are conflict free, based on personal knowledge and/or written guarantees provided by the supplier of our diamonds.

For more information please download our FREE guide to buying diamonds and you can see http://www.conflictdiamonds.com


Where are you located? Can I visit?

We are always happy to have our customers come and choose their diamond(s) jewellery prior to collection. This is by prearranged appointment in our Hatton Garden (London) suite with one of our experienced jewellery advisors. For prearranged appointments see contact us.


What if I have questions or a complaint?

We will deal with any complaints in a fair confidential, and efficient way. See Contact us

For any other questions our customer service is available from 9:30am to 5pm at 020 7242 3239 or just go to Contact us.


Where are my credit card details stored?

Your credit card details are only kept at www.protx.co.uk – a secure online gate away payment company using encrypted information on a secure server. Protx will send us automatic clearance.


Is my online Vertigo Diamonds shopping secure?

All payment are made through www.streamline.com merchant services, which is a tried and tested payment system. In addition, we use SSL (Secure Socket Layer) the industry standard method for computers to communicate securely without risk of manipulation or recipient impersonation.

We utilize this encryption during the online checkout process, including the acceptance of your credit card information, and the management of your account.


When do you debit my credit card?

After you have placed your order we will confirm the details and likely dispatch date, this normally occurs during weekday office hours. After this has been done we will process your order and debit your credit card.


Are the products hallmarked?

All Vertigo Diamonds, gold and platinum products, are hallmarked as the law requires.


Is the jewellery insured?

It is insured by The Royal Mail Special Delivery until the point of delivery. After that you contact your household insurance company to arrange cover (Vertigo Diamonds supply a valuation letter – see more details Your Vertigo Diamonds Report and Valuation Letter.