FAQ'S

About Us

What is different about Hatton by Design?

Hatton by Design was formed in 2014, to provide a simple and uncomplicated way for people to buy diamond engagement rings and diamond jewellery, up to 70% cheaper than the High Street. Our wholesale diamond experts have operated in the heart of the UK diamond trade in Hatton Garden since 1970 and have an excellent reputation for quality and price.

Do you have a retail shop or showroom?

Hatton by Design is an online-only Diamond Jeweller, we have no expensive High Street shops or West End showrooms, which means we can pass on those savings to you.

We of course offer jewellery viewings at our Hatton Garden office where you can see diamonds and settings before you purchase. Please get in touch on 0330 0220 441 to arrange a viewing.

Do you make your own jewellery?

All of our diamond engagement rings and diamond jewellery, whether they are handcrafted or pre-made are created by our master craftsmen in Hatton Gardens. 

Do you offer a custom design service?

Our simple ring-building tool helps you find the perfect ring from our extensive diamond collection or design your own diamond ring for that special someone. Allowing you to specify everything from the carat, cut and colour of the diamond to the shape and style of your ring. If you have a bespoke design in mind, we are very happy to work with you to try and make your designs a reality. Please get in touch on 0330 0220 441.

 

Our Products

Are all your ring styles listed online?

All of our rings are listed online.  However if you have a particular style in mind that you cannot find on Hatton by Design, then please get in touch on 0330 0220 441. 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 our diamonds engagement rings featured on the website are 0.5 carat diamonds. 

The carat weight of our premade rings and diamond jewellery featured is stated in the description.

 

Our Diamonds

How do you choose your 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. 

Are your diamonds ethically sourced?

Hatton By Design only deals with Sight Holders of the Diamond Trading Company, (A subsidiary of the De Beers Group) to guarantee that all of our diamonds are conflict free.

 

Our Prices

How are you up to 70% cheaper?

We regularly conduct research into High Street jeweller’s pricing where we are typically up to 70% cheaper. In comparison to larger brand jewellery (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.

Access to world’s largest and trusted diamond trading network

Unlike other online diamond retailers, we are based in the heart of Hatton Garden. From here we have direct access the world’s largest and trusted diamond trading network. This makes it easier for us to offer the very finest jewellery at significantly lower, Hatton Garden trade prices.

And as an online diamond specialist we have no expensive high-street stores or expensive West End showrooms, which means we can pass on those savings to you.

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, luxury packaging, and gift options are all included in our price.               

  

Our Packaging

How will my jewellery be 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 of our reports are from independent laboratories that follow the worldwide grading guidelines. The certifications offered by Hatton by Design are GIA, HRD, CGL, AGS, IGI, GCAL, DCLA, GSI, PGS, VGR, NGTC and IDRC.

Items of jewellery that have been pre-made by our master craftsmen can be supplied with a laboratory certification at the customer’s request. This will be charged at a flat rate of £60 (including VAT).

At this time we are unable to provide certification for diamonds below 0.2 carats

Do all products carry a hallmark?

Yes. All of 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 jewellery come with a warranty?

Our products have a lifetime warranty that guarantees the customer against defects in crafting and manufacturing. This warranty does not cover excessive wear, abuse or physical damage inflicted by the customer. After the customer receives the product it becomes their responsibility. Hatton by Design will not be responsible for loss, theft or subsequent damages. The warranty becomes void if the product is altered, adjusted or tampered with by the consumer or another jeweller. If we deem the warranty void, the product will no longer be returnable or refundable.

                 

Sizes and Engraving 

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. 

What if I order the wrong size?

Don’t worry, we will offer the first resize free of charge within the 30 days of receiving the ring. Rings can only be resized 3 sizes either way from the original size. 

Can I return a ring after it has been resized?

Unfortunately we are not able to refund or exchange a ring once it has been resized.

Can I engrave my ring?

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. Please note however, any items that have been engraved will fall outside of our returns policy.

How do I arrange an engraving?

If you would like an engraving please call us on 0330 022 0441 or send an email to info@hattonbydesign.com. 

  

Payments

What kind of payments do you accept?

We accept all the major debit and credit cards including VISA and Master Card. For your comfort, we also accept bank transfers.

Can I pay by bank transfer?

Yes, if you would prefer to pay by bank transfer please contact Hatton by Design on 0330 0220 441 to arrange a bank transfer.

How will a bank transfer work?

We will ask you to deposit the funds within our account, assigning an identifying code to the transaction, which will be provided when you contact Hatton by Design. Once this has been made we ask you to notify us, and we will confirm your order. 

Who will pay for bank transfers and costs?

Customers paying by bank transfer assume responsibility for all charges and costs that may be incurred. The product will be delivered on full receipt of the advertised sale 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 an error has occurred and we agree that our price has changed from what is stated on the website, we can reconfirm your order at the correct price and the correct amount will be deducted from your original purchase and refunded to you.


Payment Security

Is my online payment safe?

At Hatton by Design we use WorldPay, one of the world’s leading online payment companies who process millions of transactions every day. As a provider they use a combination of techniques to ensure your transaction is secure.

 Is my data secure?

WorldPay public web servers are certified by Thawte, a public Certificate Authority. Giving you the confidence that nobody can impersonate WorldPay to obtain your confidential information.

Who handles the payment transfer?

The transfer of purchase details from the Hatton by Design to WorldPay are encapsulated using WorldPay’s encrypted and digitally-signed protocol. This ensures that any of your information 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.

 

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 guaranteed to arrive by 1pm and is 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.

Will my order have a tracking code?

Yes, 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 leaves our workshop.

Can I ship to a different address to my billing address?

Yes, 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 by our aster craftsmen. The same applies to pre-made 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?

From time to time some of our more popular designs will be out of stock. However we always promise to fulfill orders within 10-20 working days, and where this is not possible we will make absolute certain to keep you informed.

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.

 

Returns

Can I return an order?

If you are not satisfied with your jewellery for any reason, we will refund your money up to 14 days after receiving your item as long as the item is returned in the condition it was received in. (Subject to T&Cs).

How do I return an order?

If you want to return a piece of jewellery please telephone our Advisors 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. 

Who will pay for return delivery?

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. 

 

Refunds

What is your refund policy?

Refunds will be issued in full for the original merchandise price you paid. Subject to Terms and Conditions, we provide the option of a 14-day refund period after your purchase has been delivered. Subject to Terms and Conditions, Refunds will be issued in full for the original merchandise price you paid. We ask that you get in touch with us before you send a return item. You will be asked to quote a reference number that came with your order. Unfortunately we cannot reimburse you for the cost of returning and insuring your purchase. We recommend you use a reliable postal service that will insure your package to the full amount of the contents.

Can I return earrings?

Unfortunately, earrings cannot be returned for health and safety reasons.

How do I return an item?

The returned item must be returned in its original condition. This includes being returned unworn and in its original packaging undamaged. The products are delivered with a security tag attached. This must still be intact and undamaged to qualify for a full refund.

The diamond certificate must also be included, if not, a fee of £100 will be incurred for a replacement.

Once the item has been returned to Hatton by Design and the necessary quality assurances have taken place upon return, a full refund will be granted subject to the Terms and Conditions. 

How long will a refund take?

Please allow 60 days for the amount to be reimbursed into your account. 

Can I get a refund if a ring has been customised?

Products that are bespoke and include elements of customisation and personalisation (i.e. engravings and resizes) that are the work of our own craftsmen are not returnable and will be only considered for a refund on a case-by-case basis.