Hatton Diamond FAQ
Can’t find the answer you need? Our jewellery specialists are happy to help — email us and we will reply within one working day.
Diamonds & Jewellery
Yes. We use natural or laboratory-grown diamonds (always clearly labelled) and solid, hallmarked precious metals only: 9ct, 14ct or 18ct gold and 950 platinum. Nothing is plated or filled.
Every piece is designed in London and finished by hand by experienced setters and polishers, so each claw and edge is checked individually.
Centre diamonds of 0.30ct and above are supplied with an independent laboratory report describing cut, colour, clarity and carat weight. Smaller accent stones are graded by our in-house gemmologists.
We start with the stone, not a catalogue. You see your actual diamond or gemstone before it is set, approve a 3D preview of the design and receive a piece that exists nowhere else.
Of course. Book a private appointment in London or a live video consultation, and we will show you stones under magnification and in natural light.
Absolutely. We can reset inherited diamonds, remodel settings or refine sentimental gold into a brand-new design. Bring your pieces and we will talk you through every option.
Delivery
Every UK order travels free by fully insured, signed-for delivery. Bespoke pieces are dispatched as soon as they pass our final quality check.
Yes, we ship insured to most countries in Europe, North America and the Middle East. Import duties and local taxes may apply and are payable on arrival.
Ready-to-wear pieces are dispatched within 2 working days. Bespoke commissions typically take 4–6 weeks from design approval.
Free insured, signed-for delivery within the UK and a tracked, insured courier service for international orders.
In-stock jewellery leaves us within 2 working days, and you will receive an email with your tracking number the moment it does.
Tracking can take up to 24 hours to update. If you still see no movement, send us your order number and we will chase it straight away.
Email us as soon as possible. If your parcel has not left us yet, we will update the address free of charge.
Jewellery Care
Store each piece separately in its pouch, remove it before exercise, swimming or cleaning, and visit us once a year for a complimentary clean and claw check.
Our gold alloys and platinum are nickel-free, which makes them suitable for most sensitive skin. If in doubt, ask us about 950 platinum.
Returns & Exchanges
Unworn, ready-to-wear pieces can be returned within 30 days in their original packaging for a full refund or exchange. Engraved and bespoke pieces are made to order and cannot be returned unless faulty.
Refunds are issued to your original payment method within 5 working days of your return passing inspection.
We are so sorry! Let us know within 48 hours and we will arrange a free collection and send the correct piece by insured delivery.
Ask our team for a prepaid, insured returns label. Please never post fine jewellery by standard mail.
Payment
Visa, Mastercard, American Express, Apple Pay, Google Pay and bank transfer for larger commissions.
Ready-to-wear orders are charged at checkout. Bespoke commissions require a 50% deposit on design approval, with the balance due before dispatch.
Check that the billing address matches your card and try again. Banks sometimes hold high-value purchases for security, so a quick call to your bank usually solves it — or pay by bank transfer instead.
Your Order
Contact us within 24 hours of ordering. Changes to size, metal or engraving are usually possible until production begins.
Your tracking link is emailed at dispatch and is always available in My Account.
Only one promotional code can be applied per order.
