FAQ's

ABOUT US

What is different about Hatton by Design?

Hatton by Design was set up to provide a simple and uncomplicated way for individuals to make their diamond purchases at substantially lower prices than they would pay in retail stores. Our diamond experts have operated in the heart of the UK diamond trade in Hatton Garden since 1970 and have established an excellent reputation in the trade for excellence in both service and price. With the great protection offered by modern online purchasing, and with the reassurance of a free 14 day money back guarantee, HBD offers the individual the ability to buy that special purchase at prices up to 70% lower than on the High Street. 

Do you have a retail outlet?

Hatton by Design is an online-only provider. Not having a High Street presence, and the large overheads that go with it, means we can offer lower priced diamonds than our High Street competitors. Operating as an online-only provider means that our customers will only ever pay for the product and associated labour. This means our customers can enjoy savings of up to 70% cheaper than the High Street. 

Do you make your own jewellery? 

Every item we offer for purchase, be it bespoke or pre-made, has been designed by our master craftsmen in Hatton Garden. 

Do you offer a custom design service?

The main focus of our business is to offer a service through which you can design your own engagement ring (and wedding ring for that matter). From the carat, cut and colour of the diamond, to the shape and style of the ring and mount, our “design your own engagement ring” tool allows you to create a totally bespoke ring. The ring will then be created, in-line with your selections, by our master craftsmen in Hatton Garden.

 

CUSTOMER SERVICE

How long does it take for someone to get back to me when I submit a request?

Our phone lines will be open from 8am to 11pm, Monday to Sunday, 364 days of the year. Call us on 0330 022 0441 or email info@hattonbydesign.com

We aim to respond to you within 24 hours.

 

ORDERING

When will I receive my order? 

Standard delivery will normally be within 10-15 working days. Should an item take longer than this period, or should we be experiencing an exceptionally busy period, we will notify you immediately. 

Can I buy diamonds on their own?

As well as providing bespoke diamond rings and diamond jewellery, we hold many beautiful, loose diamonds in stock. Some people choose to buy these as a gift, but many also see diamonds as an investment. Thanks to being located in Hatton Garden, we are directly connected to the diamond trade in London. If we do not have the precise diamond you desire in stock, we can provide you with a competitively priced diamond to your exact specification and budget directly from the London diamond trade. If you specify that your loose diamond purchase is to create diamond earrings, we will give you the very best matching pair of stones.

How do I work out what size ring to buy?

We don't all know our partner’s ring size and finding out discretely can sometimes be a challenge. You could simply take the internal diameter of one of your partner’s existing rings and consult a jeweller for confirmation of size. Alternatively, you can download our free ring-size PDF and establish a size from here. 

Resizing exclusions: 

  • Rings can only be resized within the existing available size range. For example, a ring with sizes available of M-P can only be resized within that range.
  • Rings can only be sized 3 sizes either way from the original size. Any resizes will incur a £45 fee (inclusive of VAT).
  • Certain rings, depending on their design, can be resized only 2-3 times in the ring’s lifetime.

Rings are non-returnable for refund or exchange once they have been resized.

I would like to engrave a message on the ring. Can I do this?

We can engrave up to 10 characters on the ring, at a cost of £60 (inclusive of VAT). We can engrave any part of the ring you wish, although traditionally it is the inside of the ring that is engraved. Popular ideas for engraving include each other’s initials, or a date of special importance. If you would like an engraving, please contact us directly when you make your order. Please note however, any items that have been engraved will fall outside of our returns policy. If you would like an engraving please call us on 0330 022 0441 or send an email to info@hattonbydesign.com

Do all products carry a hallmark?

Yes. All our products come with British hallmarks, stamped at the London Assay Office. Certain items less than 1.5 grams in weight, e.g. earring mounts – may not be large enough to enable a full hallmark but will include a stamp to indicate the type and weight of gold.

Does my piece of jewellery come with a valuation and certificate?

We will supply a Hatton by Design invoice for insurance purposes. All bespoke diamond rings and loose diamonds are supplied with a laboratory certification so you can be absolutely certain about the authenticity and quality of your diamond.

Other items of jewellery can also be supplied with a laboratory certification but will be charged at a flat rate of £60 (including VAT). If you require a certificate for your item of jewellery please contact us at info@hattonbydesign.com.

 

ETHICAL DIAMONDS

How do I know if your diamonds are conflict-free?

Hatton By Design only deal with Sightholders of the Diamond Trading Company (DTC – a subsidiary of the De Beers group) to ensure all of our diamonds are conflict free. Any diamond we sell has been purchased from legitimate sources not involved in funding conflict and in compliance with U.N resolutions. We, the seller, guarantee that they are conflict free.

Where do your diamonds come from?

We deal directly with diamond manufacturers who are Sightholders of the DTC, the world's largest diamond miner.

 

OUR PRODUCTS

Are all your ring styles listed online?

We try to have as wide a selection as possible; however, we only have finite space in our workshop. If you have a particular style in mind that you cannot find on this site, then please get in touch. We aim to beat any quote you have been given by a reputable jeweller or online store.

What carat are the diamonds in the product photography on the website?

All of our diamond engagement ring photography features a 0.5 carat diamond. Where the carat is stated in the description of premade rings, this is the carat of the diamond(s) in the image.

For diamond jewellery the carat of the diamond in the product image is as displayed in the description.

Do you have the same style rings in different sizes?

We stock most of our rings in a variety of sizes – and most rings can be resized within three sizes. If for any reason your ring is not available in the size you need then we will resize it for you for a flat fee of £45 (inclusive of VAT).

How do we choose our diamonds?

Every diamond sold by Hatton by Design is hand selected. This is so we can be certain that the distinct character and beauty of each one shines through. How an individual diamond looks, sparkles and reacts to light is carefully considered as part of its overall quality. By doing this we can guarantee that when selecting diamonds for a ring or other jewellery, you will get the most attractive and best value stone for your money. 

 

PACKAGING

How is my jewellery packaged?

At Hatton by Design, we dedicate the same amount of craftsmanship and expertise from the moment we receive an order right up to the point we send it to you. All rings and jewellery we sell come in a luxury box that we have hand selected to be as refined and beautiful as the jewellery within it.

Does my diamond come with a certificate?

All bespoke diamond rings and loose diamonds are supplied with a laboratory certification so you can be absolutely certain about the authenticity and quality of your diamond. For your peace of mind, all our reports are from independent laboratories that follow the worldwide grading guidelines. At Hatton by Design we highly recommend buying only certificated diamonds.

Items of jewellery that are already crafted can be supplied with a laboratory certification at the customer’s request. This will be charged at a flat rate of £60 (including VAT).

Buyers must be aware of diamonds that are not supplied or are not offered diamond certification with their jewellery. Only if your diamond comes with a certificate or you are offered one with your diamond can you guarantee its authenticity on purchase.

Some sellers are known to offer diamonds without certificates, at prices considerably lower than the industry standard. In this circumstance we advise you to proceed with caution or not at all.

 

PAYMENTS

What kind of payments do you accept?

We accept all the major debit and credit cards including VISA, Master Card, Switch, Electron, Maestro and Delta. For your comfort, we also accept the following payment methods: PayPal and bank transfers.

Customers wishing to pay by bank transfer should:

  • Contact Hatton by Design to confirm payment and delivery details.
  • Deposit the funds within our account, assigning an identifying code to the transaction, which will be provided when you contact Hatton by Design.
  • Notify us once the deposit has been made and we will confirm your order on receipt of funds.

Customers paying by bank transfer assume responsibility for all charges and costs that may be incurred. The product will be released only on full receipt of advertised sale price.

 

PRICING

* We regularly conduct research into High Street jeweller’s pricing where we are typically up to 70% cheaper. In comparison to main brand jewellery retailers (e.g. Boodles, Tiffany & Co., or Mappin and Webb) we will be significantly more than 70% cheaper. All information and prices correct at 14th January 2016.

How can you offer such prices?

At Hatton by Design, our diamond experts have over 40 years of trading experience in the heart of Hatton Garden, the centre of London’s diamond trade. We therefore know that we can offer an unrivalled service in terms of quality, competitive pricing and craftsmanship.

Having traded in Hatton Garden for this length of time, we have built up an extensive network of specialist craftsmen and workshops. They provide work of the highest quality but due to the volume of work we place with them, we get their best attention and pricing.

We do not have any retail outlets and sell our jewellery directly to our customers. In this way we can offer spectacular savings against the High Street since we do not have to pay their high rates, rents and staffing whilst being able to offer a far wider range of products. 

Do your prices include VAT?

Yes. All the prices on the website are including VAT at 20%. Our website only displays prices including VAT due to the fact that we only ship and deliver within the UK.

Are there any hidden charges?

All the prices you see are final. Shipping, insurance, packaging, and gift options are all included in the price.

What happens if Hatton by Design charges me incorrectly?

The price displayed on the website is the price you will pay and the amount that will be deducted from your bank account. While we do everything to make sure that we do charge correctly sometimes an error can occur. If this happens Hatton by Design cannot be held liable for overcharging. Once we have confirmed the error and you have the proof that we have overcharged for a product we can reconfirm your order at the correct price and the correct amount will be deducted from your original purchase and refunded to you.

Can Hatton by Design cancel my order?

As the seller we reserve the right to cancel an order whilst being processed if any errors have occurred during the payment transaction. This could arise from a problem with your bank account or with the price of the product displayed on the website. Rest assured your account will be refunded as soon as possible. Please note that goods remain the property of Hatton by Design until we have confirmed your order and it is ready to be despatched or crafted.

Can I trust the online payment system?

Security is probably one of the most significant concerns for both the shopper and the retailer during an online transaction. In reality an online transaction is more secure than a card transaction in a shop or conducted over the telephone or by fax, as the information transmitted online is highly encrypted using complicated logarithm combinations.

Hatton by Design delivers a secure shopping experience and we will never pass, transfer nor sell any of your information to any third party companies or keep any record of your credit card details and security information. Our provider, WorldPay, uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data. Furthermore, WorldPay’s public web servers are certified by Thawte, a public Certificate Authority. Ensuring that both the shopper and retailer can have confidence that nobody can impersonate WorldPay to obtain confidential information.

Who handles the payment transfer?

The transfer of the purchase details from the Hatton by Design site to WorldPay are encapsulated using WorldPay’s encrypted and digitally-signed protocol. This uses a combination of standard methods such as PGP, RSA and MD5 to ensure that the information passed is secure and tamper-proof. 

Who regulates online transactions?

Data storage on WorldPay systems, and the communication between WorldPay and the worldwide banking networks, is regularly audited by the banking authorities to ensure a secure transaction environment. WorldPay ensure that they stay up-to-date with the latest versions of any third-party code they use, and continually review their own proprietary code.

 

RETURNS AND REFUNDS 

How do I return an order?

You have 14 days from date of despatch to return an order.

If you want to return a piece of jewellery please telephone our Customer Services on 0330 022 0441. You will be asked to quote the reference number that came with your order, and let us know why you wish to return the item. We will send you a return form and mailing label. Please include the return form that will be part of the package you receive. This will help us identify your purchase so that we can make sure you are refunded correctly.

Please note, that all returns are the responsibility of the customer, including the cost of the return. Hatton by Design cannot accept responsibility for loss or damage to the item during the return process. We strongly recommend that you use a reputable delivery service and insure the item appropriately. 

If I’m not happy with the way my jewellery is mounted, can I change it?

If you are not completely satisfied with your piece of jewellery we would be more than happy to remount the stones for you free of charge. We can do this in a design of your choice. There will be a nominal £50 administration and processing charge. If your request requires additional metal, diamonds or labour a cost could be incurred. Please contact us to discuss your requirements. 

What is your refund policy?

Please see our RETURNS and DELIVERY section.

 

DELIVERY

How do you deliver your orders? 

All orders are shipped to you free of charge, via the Royal Mail’s Special Next Day Delivery Service and fully insured to give you peace of mind. Due to the shipment method, you will need to ensure that someone is available to sign for the package at the delivery address provided. We will also provide you with a tracking code so you can check on the progress of your package, as well as sending you an email confirmation when the package is dispatched.

Can you ship to an address other than my billing address?

We understand that you may want to be discrete, so we can deliver your purchase to a separate delivery address. If you want to do this please ensure that your alternative delivery address has been registered with your card provider in order to prevent fraud. Please note, all of our packages must be signed for on delivery.

Do you ship internationally?

At this time Hatton by Design does not ship internationally, we only provide our products and services to customers within the UK.

 

CANCELLATIONS

Can I cancel my order before you ship it?

We do not process bespoke items for 24 hours after they have been ordered, so if you cancel within 24 hours you will be refunded in full. After this time Hatton by Design reserves the right to cover any costs that may occur in the crafting process. The same applies to readymade products, but we will not charge you for any costs.

 

OUT OF STOCK 

How long will it take to deliver an item that is out of stock?

All of our orders will be fulfilled within 10-20 working days, and where this is not possible we will make absolute certain to keep you informed. We cannot run out of stock of bespoke items as these are crafted. But if we are out of stock of a readymade product and you do not wish to wait for new availability we will offer you a full refund.