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FAQs

Checkout & Payments

Which payment methods do you accept?

We accept American Express, MasterCard, Visa, Visa Debit, Visa Electron and Maestro.
 Simply select 'Credit Card' during checkout. 

You may also process payment through your Pay pal account.
Preferred payment method can be selected at the payment stage of check out. 

Is my payment secured? 

Your transaction is secure, and we do not see your details.

Can I order from international locations? 

Yes, we ship worldwide and in your local currency. Global orders are handled by a third party that settles duty and taxes as part of the service.

How do I purchase an online gift card? 

Online gift cards can be loaded with a pre-determined amount. It can be found and purchased here.

How do I apply an online gift card, discount code or credit note to my basket? 

When you get to your shopping basket, you simply select “Use Discount Code” or “Gift Card”.

Can I pay over the telephone?

Unfortunately we do not take payment over the phone as it is less secure for both parties.

Can I place jewellery on hold?

When stock availability is high we may be able to put any item on hold for 24-48 hours, where stock is limited, or in the case of unique fine jewellery such as our selection of coloured gemstone rings, this may not always be the case. Please enquire with customercare@dinnyhall.co.uk to find out about a specific item.

Delivery & Returns

What are your delivery options?

Delivery Options

Do I need to be in for delivery?

All our items are sent as “signed for” so you are required to be home to receive it. If you’re not at home, a delivery card will be left for you to rearrange delivery or collect from a local sorting office.

Can I order a next day or same day delivery at the weekend?

Orders for next day delivery must be placed before Midday on Friday for a Saturday Delivery. Any order placed after this will be shipped on the following Monday. Unfortunately, we cannot offer same day deliveries on online orders over the weekend, however please call one of our stores, they may be able to courier jewellery to you if you live locally.

What is your refunds policy?

If the contents of your online order do not meet your expectations, you may return goods within 14 days of receipt for a refund or exchange. 
In order to initiate any return or exchange please email customercare@dinnyhall.co.uk

Please note all items will need to be returned in their original condition and with the tag attached. A refund is issued once we receive the unwanted item in its original packing with your details enclosed. During busy periods it can take up to 3 working days after your parcel has arrived with us to confirm a refund. It will then take a further 3-5 working days for the funds to appear in your account.

Please be aware that we have a no refund policy in store, but we can facilitate exchanges.

Can I return my online order to a Dinny Hall store? 

Yes.
Please note a refund cannot be issued until the web department are notified or your return by the relevant store. As a result, the return store cannot issue you an immediate refund on the day, but funds should be returned to your account within 14 days. It is advised that you still contact customer care to confirm that you have done this. 

Please note, our Liberty concession are unable to accept refunds or exchanges.

Jewellery Information

What precious metals do you use? 

Solid Sterling Silver 925, 22k gold vermeil*, solid 10, 14 & 18 Karat gold. Most of our jewelry is recycled.
*22 karat gold vermeil is a heavy gold plate over 925 silver/sterling silver.

What is vermeil?

Vermeil is the term we give to the process of coating solid sterling silver with 2.5 microns of high quality gold. We use 22k vermeil across our silver range for a generous yellow gold lustre.

What gemstones do you use?

We use a range of precious and semi-precious stones across our gem-set pieces. All our gemstones are responsibly sourced, and our diamonds are Kimberley process certified.

Click here for a full list of the gemstones we work with, and their significance. 

Where do your gemstones come from?

Our gemstones are sourced from the far corners of the earth, the result of great adventures in the east, from Sri Lanka, Russia and Brazil, to multiple African countries.

We provide as much information as we can by each gemstone product.

What is your sustainability policy?

We take steps to ensure we are a responsible jeweller from our head office through to our supply chain. We have worked with the same factories for over 20 years, who work with fairly mined materials & our main factory is operating at 80% carbon emission free, working to make this 100% by the end of 2021. To date most of our silver is recycled, and we have changed our packaging to incorporate recycled materials. We continually develop new strategies to improve our practice year on year. We believe that work towards sustainability is never complete and we continue to look for new ways to improve our operations.

Can I commission a piece of jewellery through your bespoke service?

You can commission fine jewellery through our bespoke service. We work with 18k yellow gold, white gold, and platinum to create bespoke fine rings. Due to the individual nature of each enquiry we address commissions on a case by case basis. Click here to find out more and enquire with our team of fine jewellery specialists.

I would like to make/order a special engagement ring, can you help? 

Yes, this is one of our favourite things to do. We have helped hundreds of couples tie the knot from engagement rings and wedding rings to eternities and anniversary presents. We have a selection of classic styles or can work on something entirely new. Click here to find out more and enquire with our team of fine jewellery specialists.

Can you help me find my ring size? 

Where possible it is always best to come into store so we can size you in person. If you are unable to visit us, please download our ring size guide which should give you a good sense of your size.

Jewellery Care

Does Dinny Hall Jewellery come with a warranty? 

Dinny Hall jewellery is under guarantee for one year from the date of purchase under normal conditions of wear and tear. If any items require a repair after this time, we can provide you a quote at the time of enquiry. Please contact customercare@dinnyhall.co.uk to enquire.

Can you help with Dinny Hall jewellery repairs?

Yes, we offer a special repairs service for those in warranty. For jewellery out of warranty we are still more than happy to repair for a standardized fee. Please contact repairs@dinnyhall.co.uk to enquire.

How should I care for my jewellery? 

We know that your jewellery means a lot to you, it’s our aim to ensure they serve you well past the point of purchase. We’ve devised a quick care guide to help you take some small steps that should go a long way. Click here to read more.

My jewellery has tarnished, why is this and what can I do?

Silver can be tarnished by natural oils in skin, everyday perfumes, creams and sulphur in knitwear, but a good clean with a silver polish cloth or silver dip will remove tarnish. Vermeil (22k gold over sterling silver) can be dusted with a soft cloth, cleaned gently with warm soapy water, or immersed in silver dip for a short time. Tarnishing is a natural occurrence in silver and even with the most careful storage and care, may still happen over time.

*If you purchased jewellery between January – July 2020, you may have received one of our new eco-friendly boxes which appear, in some cases, to cause temporary tarnishing in sterling silver or vermeil due to a tiny (and completely harmless) amount of sulphur in the coating of the silk lining. We are very sorry if you have experienced any kind of tarnishing, please let us know if you’ve been affected by this.

For help with tarnishing please get in touch with us via email; distribution@dinnyhall.co.uk to request a cleaning kit, or feel free to visit one of our stores where they can assist

A gemstone has chipped, or fallen out, what can I do?

Over time, due to general wear and tear, gemstones can get knocked – this could cause them to chip or fall out of their settings (though rare). Hopefully we can replace the stone and a fee would be dependent on your guarantee an case-by-case circumstances.

Should I insure my jewellery?

We always advise that jewellery should be added to your home contents insurance, however with intrinsically valuable jewellery this should be individually valued and then insured. We will provide you with a valuation on high value Dinny Hall goods and can help link you to a trusted insurance company.

I’ve lost an earring; can I purchase a replacement?

If you have lost one earring from a set, we are sometimes able to sell you just one to replace it – but this depends on stock availability. Please enquire with customercare@dinnyhall.co.uk
Be sure to check your butterflies are tight by carefully squeezing the scrolls together, and ensure your huggie or click mechanism closes fully, you should hear the satisfying sound of a click once it's secure. Unfortunately, Dinny hall cannot take responsibility for lost earrings.