FAQ's

How long does it take to make your Jewellery?

On average anywhere between 4 - 6 weeks depending how complicated the item is. For all our custom designed Jewellery we ensure the design is right and approved by you before going ahead with production.

* Please note completion time may be longer due to public holidays. 

After we receive your order...

Week 1 - Confirm and finalise Designs 

Week 2 - Continue production on Ring or Jewellery and organise center Diamond.

Week 3 - Diamond is ready to view and we send a video for you via email.

Week 4 - Final setting & polishing through to completion

Week 5 / 6 - For more detailed designs that require more setting and finishing.

Solitaire designs can usually be completed within the 4 weeks comfortably, however for Jewellery that has complicated designs or a fair amount of setting please allow 5 - 6 weeks.

Please note during December, January & February please expect an extra week for items to be completed due to the amount of orders we receive. We recommend ordering ahead with plenty of time to avoid disappointment.

* We will do our best to send regular updates so please wait for our emails.

How does your custom design process work?

We first gather as much information as we can including any pictures you might have and provide you with a quote. If you are happy with your quote and go ahead with your order, we then get to work on designs and in some cases live renders. 

Once you have approved your design we start production. We send regular updates on the progress and once complete we organise delivery with you.

*We try to send regular up dates to advise of progress so please wait for our emails. We can only send images and videos when the ring is complete.

For More information visit our custom design page here.

https://iheartdiamonds.com.au/pages/custom-designed-rings

Do you charge extra for custom design items?

Not at all. We can tweak any design you see on our site free of charge, provided it is a minor change.

Minor Changes include...

- Different center stone shape or size change.

- Different side or crown Diamond size change.

Is there a limit to the amount of times we can change our design? 

We would rather get it right and ensure you are 100% happy with your custom design. This means we can provide live renders in the gold colour of your choice and in some instances video render so you can see every detail. 

Where do your Diamonds come from?

We work with some of the best Diamonds manufacturers in the world. All Diamonds over 0.30ct where possible are GIA certified. We follow and promote clean and ethical mining and sourcing of all our Diamonds. 

What do I get with my order?

All our Jewellery comes with a Diamond Certificate, Valuation Certificate and various other documents including a "How to care for your Jewellery" All our Jewellery is appropriately packed and comes in a high quality wooden box. 

How do you ship your items?

For some of our items we use Platinum Express Next Day Guaranteed Delivery with Australia Post. For other items we use our preferred and secured couriers. We include a tracking number via email when we ship our items and work with you to deliver your item on a day when you are available to sign for it. For items over $50,000 we ensure the item is personally and hand delivered by either our in house team or an insured courier. 

Do you have any guarantees?

Absolutely! We have a 14 day money back guarantee and we can even work with you to tweak designs or upgrade the stone at a later date if you decide to make some changes. *Please contact us regarding our returns and refund policy. 

*Due to the nature of custom makes we cannot extend this policy to cover an item specifically made and approved according to your specifications. 


* A custom design is an item that we have not listed on our website. Any size or shape Diamond that is specifically cut to your specifications and any item made outside of 9K, 18K or Platinum in a design that is not our own, available via our website or a design we have altered to your specifications.

Unfortunately due to ongoing developments regarding COVID19 we can no longer offer refunds for change of mind purchases. At this time and until these issues stabilize we are more than happy to issue a credit for an alternative design or remake. We apologize for the inconvenience and thank you for your understanding. 

We are also proud to offer a 7 year manufactures warranty on all our Jewellery. 

What happens after I place my order?

Once you have placed your order, you will receive an email confirmation and we will get to work on your item. You will receive regular updates on the progress and upon completion we will wait for you to advise on the best day to have your item sent.

What payments do you accept?

We accept all regular payments via our website including Paypal, Credit Card and Layby. If you prefer to pay via Direct Deposit we can of course provide those details for your convenience. We are currently working on adding a finance option as well as an alternative payment method. 

Do you have a place I can see your Jewellery?

We are thrilled to now be able to see our clients face to face in our new Sydney showroom. Check our contact us page for details. We do also post plenty of pictures and videos of our latest work and upcoming designs on Facebook and Instagram so please follow us for all the latest news and images of our Jewellery.

We are also thrilled to be attending several wedding expos across Sydney. You can see all details including venues and dates via the link below or on our contact us page.

https://iheartdiamonds.com.au/pages/contact-us