Frequently Asked Questions
Who are you? Where are you based? How can I be reassured before making a purchase?
Serendipity Diamonds have been creating jewellery since 2007. Established by Mark Johnson, who continues the business to date, the company was founded in Ryde and is now established on the High Street in Ryde in a brand new showroom. We have lots of information on our 'About Us' page of the website with photographs of our friendly team.
How long will my order take to arrive?
Ready made jewellery is ready to send out same day. However, most of our designs are individually crafted to order over approximately 4 weeks. Please contact us at any time for specific guidance on our timescales.
How will my jewellery come packaged?
We send all jewellery out in a luxurious presentation box, beautifully packaged and hand delivered by secure courier. See examples on our packaging information page of the website.
Can I click and collect if we visit the Isle of Wight?
We offer click and collect if you choose to order online and wish to collect in person. Alternatively order in store and collect in person. Or place your order online or over the phone for secure courier to your door included within the price.
Can I visit to collect my ring?
Yes you can. Please call us to arrange an appointment to collect the ring in person. We are based in Ryde, a short distance from the Hovercraft terminal from Southsea, and from the Wightlink FastCat terminal from Portsmouth.
Will my jewellery come with a hallmark?
Yes, all our jewellery will have a United Kingdom hallmark showing the type of metal your jewellery is made from and that the content of the precious metal meets strict standards. Further information on this subject can be found in our Hallmarking section.
Is it important to buy a certified diamond?
It is important to purchase a Diamond with a reputable Diamond grading report (certificate). We routinely provide reputable independent Diamond grading reports for Diamonds above 0.30cts which achieve a colour and clarity above J SI2.
I’m not sure of the ring size I need, how can I make sure I get the correct size?
We are happy to provide a free ring sizer with full instructions for you to take your own measurement. Alternatively, make an appointment and we will check the finger size. If this is not possible, we can work to a mid finger size and adjust the ring at a later date. (With the exception of Diamond Eternity Rings and Diamond Wedding Rings.) We provide a free size adjustment for most items unless they are custom made with detail such as engravings. We advise on an individual basis, but free adjustments are sent at £10.00 for delivery only. We just ask that adjustments are made within 2 months of making your purchase. Read more on our dedicated resize page of the website.
How much will it cost if I need to get my ring re-sized?
We will provide a free size adjustment if needed. (Excludes Diamond Eternity Rings, Diamond Wedding Rings and patterned Wedding Rings.) You just pay for the return delivery which equates to £10.00 within the UK.
I want a specific design made up. Can you work from a sketch?
We are happy to work from a detailed sketch which we will then be able to produce an accurate design for your approval and costing. (For more information please see the Bespoke Design section.) We have many different techniques available at different costs, one of which we offer is a service that can provide fully rendered photo-realistic images for approval prior to manufacturing the design.
What if I want to return my purchase?
We offer a 60 day returns period provided the item arrives back boxfresh, unworn and as new in the original packaging. We will issue a full 100% refund. For UK and EU purchases we will also refund the cost of your return postage, by tracked mail. Outside the UK / EU, the cost of return will be the senders responsibility.
Do you offer any additional services?
Yes we do. We provide many additional jewellery services for members of the public and trade. Please speak to us about any specific requirements.
If I order one of your Engagement Rings, can I get my order any faster?
Contact us for guidance and we will check stock and availability. To make this process more efficient please quote the product code, metal type, Diamond size and finger size where relevant.
Can I pay in installments?
We provide jewellery finance subject to approval for UK clients. Items can be sent out and paid for through instalments with the finance company. For international clients we can offer a layaway plan, where payments are made over a pre-arranged period of time prior to delivery. In addition, we offer a Layaway method for anyone who decides against jewellery finance.
Can I purchase just a ring mount and ask you to set my diamond?
Yes, you can purchase a setting and have your own stone set into our designs. Read more on our dedicated page about ring settings and ring mounts without diamonds or contact us for additional help.
Do you deliver internationally?
We deliver internationally from UK overseas to USA, Canada, Europe and Australia, amongst many other countries. You can also purchase in many different currencies. Talk to us about delivery to a specific location. We use FEDEX for international deliveries and our website applies both tax and duty to ensure no further cost to you.