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FAQ

Want to speak to someone? Our Customer Service Centre are here to help you.

Operating Hours:

Monday-Friday: 9:00-17:30

Saturday: 9:00 - 13:00

Telephone: 0333 043 5000

Email: service@trudiamonds.co.uk
 

What are Tru-Diamonds™?

Tru-Diamonds™ are the world’s best simulated diamonds

What are simulated diamonds?

Simulated diamonds are manufactured by a process that heats rare minerals to a temperature of over 5,000 degrees Fahrenheit, Tru-Diamonds™ are cut from the cubic crystalline form of zirconium dioxide (ZrO2) (CZ) which, when synthesized, is very hard and optically flawless. It should not be confused with zirconium silicate (ZrSiO4), sometimes erroneously called "cubic zirconium".

Each gem is cut, polished and crafted under the most stringent criteria of colour, quality, size and shape resulting in gems with the brilliance, fire and lustre usually only seen in rare, top-grade diamonds.

What is the difference between Tru-Diamonds™ and Mined Diamonds?

Kind to the Environment

Tru-Diamonds™ gems are produced in state-of-the-art facilities so you know they are conflict free. And they’re kinder to the environment, unlike mined diamonds, which require many tons of earth to be excavated to find just one carat of gem quality diamond.
 

Property Tru-Diamonds Mined Diamonds
One Carat Size One Carat One Carat
Colour Perfect Ice White Usually Off-White
Clarity Grade Always Flawless Usually Flawless
Cut Always Perfect Perfect to Poor
Hardness Cuts Glass (8.5) Cuts Glass (10)
Brilliance Superlative (2.2) Superlative (2.4)
Toughness Excellent VG to Excellent
Solitaire Ring (1ct)
18ct. Gold Clad
£119 £8500 or More

What is Gold or Platinum clad?

“Clad” means a covering of 4 microns of 18ct. gold or. 950 platinum that has been fused over a solid core of sterling silver.  This results in a far more luxurious product than vermeil plated which only requires a 2.5 micron covering of 10ct. gold.

What is the difference between plated and clad jewellery?

Cladding is thicker than industry average plated jewellery which is between 2/2.5 microns.

What is T.W.?

When a jewellery item has more than one stone in the piece we include the total weight of all stones combined.  T.W stands for “total weight”.

How do I care for my products?

Tips for caring for your Tru-Diamonds Jewellery:

  • Avoid wearing jewellery whilst doing housework, yard work and any other kind of rough work.
  • Don’t let your jewellery come in contact with chlorine or bleach.
  • Store your jewellery in a fabric lined case/box to prevent scratching.

How do I clean my products?

Tips for cleaning your Tru-Diamonds™ Jewellery:

  • Jewellery cleaner: Use Tru-Sparkle (available from us) or another brand name liquid jewellery cleaner for diamonds. Read the label clearly and follow instructions.
  • Detergent bath: Prepare a small bowl of warm water and a mild household liquid detergent that doesn’t contain bleach. Brush the jewellery with a soft brush until you have created a lather around it. Rinse jewellery with warm water and pat dry with a lint-free cloth.
  • Ultrasonic cleaning machine: There are many types of these small machines available. They will clean any piece of jewellery that can be soaked in a liquid within a matter of minutes. When the machine is turned on, a high-frequency turbulence is created.

 

Delivery

Delivery period

Although we attempt to provide the fastest possible service and have your beautiful jewellery delivered within 5 days, all Tru-Diamonds™ jewellery pieces are handmade, so if the item you have ordered is not in stock please allow up to 21 days for delivery.

Late delivery

If for any reason delivery will exceed 28 days we will write to you to advise accordingly.

Stock shortages

From time to time we may have stock shortages.  We will advise on stock availability and keep you updated on expected delivery date.

Track your order

If you registered on our website and have ordered online. You can login and track the status of your order in your My Account section.

Alternatively calling our customer service center on 0333 043 5000.

Can I ship my order to a location outside the UK?

Yes

When will my order be dispatched?

Your order will be shipped as soon as it arrives in our warehouse and has passed quality checks.

What is your guarantee?

Tru-Diamonds™ Exclusive Triple Guarantee

  1. 90-Day Money Back Trial:
    Enjoy your Tru-Diamonds™ jewellery for 90 days. Show it off and if you are not delighted, we’ll refund your full purchase price. No questions. No delays.
  2. Lifetime Quality Guarantee:
    All Tru-Diamonds™ last a lifetime. We’ll replace your stone without question, in the event of damage or discolouration, for so long as you live.
  3. Full Replacement Warranty:
    If your gemstone should come loose from its mounting and is lost, we'll give you a replacement stone. No need for expensive insurance.
    No other company we know of has the confidence to give this comprehensive guarantee!                                                                                                                                                                                                            
    T's & C's Apply.

How do I use a coupon/promotion code?

Enter the coupon or promotion code in the promotional code block when you checkout. Sometimes there may be a code automatically added. If it’s the incorrect code you can update it.

Does Tru-Diamonds™ have a ring sizer?

Yes, we have a digital ring sizer available on the home page of this website, or you can request one in our catalogue or through our call centre 0333 043 5000 or email service@tru-diamonds.co.uk

How can I get a Tru-Diamonds catalogue?

You can request a catalogue online by visiting our website www.trudiamonds.co.uk. Alternatively we can post one to you. Please contact our customer service team on 0333 043 5000 or email service@trudiamonds.co.uk.

Returns & Exchanges

What do I do if an item doesn't fit, I don't like the colour or is otherwise not acceptable?

Return it to us at Tru-Processing Centre, PO Box 90, Porth, Wales, CF40 9BL, United Kingdom with a covering explanatory letter. We will then arrange to either credit you or replace the goods, whichever you prefer.

Pierced Earrings Return Policy

For reasons of hygiene, pierced earrings cannot be returned for refund or exchange unless defective in manufacture.

What do I do if an item is faulty when it's delivered?

Return it to us at Tru-Processing Centre, PO Box 90, Porth, Wales, CF40 9BL, United Kingdom with a covering explanatory letter. We will then arrange to either credit you or replace the goods, whichever you prefer.

Who pays the postage on returned items?

If you're returning something because it doesn't fit or it's not suitable, you'll need to pay the postage costs to return it to us. If you'd like us to replace the goods with another size, colour or item, we won't charge you for carriage on the replacement. However, we will refund your postage in full on faulty goods returned.

What do I do if there's any other problem with my order?

If you have any problems with an order, let us know and we will advise you exactly what steps we're going to take to rectify the problem. Write to us at Tru-Processing Centre, PO Box 90, Porth, Wales, CF40 9BL, United Kingdom. Alternatively, you may contact us by telephone on 0333 043 5000.

What do I do if I am unhappy with what I have ordered?

Please see our Unique Triple Guarantee. All goods supplied by Tru-Diamonds™ are from official sources and are covered by the normal manufacturers warranty. If you are not entirely happy with your purchase please advise us. Write to us at Tru-Processing Centre, PO Box 90, Porth, Wales, CF40 9BL, United Kingdom . Alternatively, you may contact us by telephone on 0333 043 5000.

  1. 90-Day Money Back Trial:
    Enjoy your Tru-Diamonds™ jewellery for 90 days. Show it off and if you are not delighted, we’ll refund your full purchase price. No questions. No delays.
  2. Lifetime Quality Guarantee:
    All Tru-Diamonds™ last a lifetime. We’ll replace your stone without question, in the event of damage or discolouration, for so long as you live.
  3. Full Replacement Warranty:
    If your gemstone should come loose from its mounting and is lost, we'll give you a replacement stone. No need for expensive insurance.
    No other company we know of has the confidence to give this comprehensive guarantee!

 

Payment

Payment methods

Card Types

You can pay by Visa or MasterCard credit or debit card.

Easy Pay

Spread your payments over 3 months with Easy-Pay. Simply choose the Easy-Pay option at checkout.  When you jewellery is despatched, your card will be charged with the first installment, packing and postage.  And a further two instalments at monthly intervals.  Interest free Easy-Pay is available exclusively from Tru-Diamonds™.

Payment security

Recommendation - Always close down your Internet browser when you have finished shopping especially if you use a shared PC. This will delete temporary Internet cookies from any sites that you may have visited and ensure other users do not see your personal details.

Verified by Visa and MasterCard SecureCode


What is it?

Trudiamonds.co.uk participates in Verified by Visa and MasterCard SecureCode for added online payment security. These services are offered by Visa and MasterCard, in association with the bank that has issued your credit / debit card. It is aimed at protecting your details when shopping online by ensuring your card is not being used by someone else and is becoming a standard across all shopping websites.

What will I see?

If your card qualifies and you haven’t yet registered, simply follow the on-screen instructions. This process will create an online code (different to your card PIN – an online PIN equivalent) for use on Trudiamonds.co.uk and other participating websites.

This is a completely secure process. The information you provide is completely private, will only be visible to you and your card issuer, and would never be shared with other parties.

If you're unsure about this new service, you may be able to complete your order without registering but your card issuer will eventually require you to register to continue shopping online.

Having Difficulty?

If you would like to learn more about these services or have any difficulty with the process, please contact your card issuer who should be able to assist you. Alternatively, you can always place your order or call our customer service team on 0333 043 5000.