A concern is handled most effectively when the approved specification, communication history and current condition of the item can be reviewed together. Raising a complaint does not affect mandatory consumer rights.
How to contact us
Send the order or enquiry reference, a concise description, relevant dates and photographs to concierge@diamondkingdom.co.uk or the agreed WhatsApp contact. Avoid sending valuable items until return instructions are provided.
Acknowledgement and assessment
Customer care should acknowledge the complaint within a reasonable period and identify any information needed. Complex stone, manufacturing or transit concerns may require physical inspection or an independent report.
Proposed resolution
Depending on the finding and applicable rights, a resolution may include explanation, correction of records, repair, replacement, revised service, price adjustment, refund or another proportionate remedy.
Escalation
If the first response does not resolve the issue, ask for an internal review and provide the reason. The final written response should identify the evidence considered and any external dispute route that applies to the contracting entity and customer location.
Preserving evidence
Do not alter or repair the item before the assessment unless necessary to prevent further damage. Preserve packaging, certificates, quotations, approval messages, delivery records and photographs.
Scope, written confirmations and priority
This policy explains the fair review and resolution of a customer concern at website level. It does not replace an individual quotation, order confirmation, laboratory report, return authorisation, warranty document or written exception agreed for a particular customer. When information differs, mandatory law comes first, followed by the accepted written contract and the document created for the specific transaction. General website copy is then used as supporting context. Customers should keep the latest version of every approval and ask for clarification before relying on a verbal summary. Diamond Kingdom should identify which details are confirmed, which are estimates and which depend on inspection or third-party evidence. Examples include a product, service, quotation, delivery, repair, communication or website issue. A transparent process records the decision at the point it is made rather than trying to reconstruct it after production, delivery or a dispute.
Practical customer checklist
Before taking action under this policy, record the page or order reference, the date, the customer name used for the enquiry and the outcome you are requesting. Preserve relevant messages, quotations, invoices, photographs, certificates, packaging and delivery evidence. Read the complete written specification rather than relying on a product title or social-media image. Where a deadline matters, state the exact date and explain why it is important. Where an image is supplied, confirm that you are entitled to share it and identify whether it is a visual reference or the exact item concerned. Do not send a valuable jewel, loose stone or original document until a secure route has been agreed. These steps are not intended to create an obstacle; they allow customer care to identify the correct record, assess the issue proportionately and avoid asking the customer to repeat the same history to several people.
Communication, records and reasonable response
A complaint should be acknowledged within a reasonable period and handled through a channel that preserves the important details. The first response may ask for missing information, explain the expected assessment route or provide an interim safety instruction. A complex matter can require a workshop inspection, carrier investigation, laboratory clarification, supplier evidence or professional advice. Diamond Kingdom should keep a concise record of the material facts, decisions and customer approvals while limiting access to people who need the information. Customers should receive an understandable explanation of the next step and any cost, timescale or limitation that can be confirmed. Automated messages and website tools support the process but do not replace a human review where the decision affects money, personal data, product identity, safety, legal rights or an approved jewellery specification.
Jurisdiction, mandatory rights and policy updates
Diamond Kingdom serves customers who may be located in different countries. Consumer, privacy, electronic-communications, customs and dispute rules can therefore depend on the contracting entity, customer status, delivery destination and way the agreement was formed. Nothing in this policy is intended to remove a right or remedy that cannot lawfully be excluded. If a local rule gives the customer greater protection, the mandatory rule applies. The website version may be updated when the service, technology, supplier process or legal framework changes. A material change does not retrospectively rewrite an accepted order unless the parties agree or the law requires it. For an active transaction, use the version and written terms supplied with that transaction and contact customer care if the website summary appears inconsistent.