Delivery arrangements are confirmed in the quotation or order confirmation. Valuable jewellery may require identity checks, a signature, an agreed delivery window, secure collection or an insured specialist carrier.
Delivery estimate
The quoted lead time normally begins after cleared payment, final specification approval and receipt of required customer information. A dispatch estimate is not the same as a guaranteed arrival date unless expressly agreed in writing.
Address and identity checks
The customer must provide a complete, accurate and secure delivery address. High-value orders may be restricted to a verified address or secure collection point. The carrier may request identification or signature.
Insurance and risk
The written order confirmation identifies the delivery method and when risk passes. Do not authorise a carrier to leave valuable jewellery unattended unless the consequences have been clearly accepted.
International duties and taxes
Import duty, local tax, brokerage, customs documents and restrictions vary by destination. The quotation states whether charges are included or payable by the recipient. Customs delay is outside the normal workshop lead time.
Missed, refused or failed delivery
Additional storage, return or redelivery costs may apply when a package cannot be delivered because of an incorrect address, unavailable recipient, refusal, unpaid import charge or failure to complete a required check.
Inspecting the package
Check the package for tampering or damage before accepting where practical. Photograph any concern and contact Diamond Kingdom promptly. Preserve all packaging until the matter is resolved.
Collection
Collection may require an appointment, cleared funds, order reference and photo identification. A representative collecting for the customer may need prior written authority.
Scope, written confirmations and priority
This policy explains secure dispatch, delivery, customs and collection arrangements 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 address verification, carrier handover, import clearance, collection or package inspection. 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 delivery question 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.