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FAQs

About us

Richard & Ryan procure all of our diamonds ‘at source’ and cut out the middleman, to deliver you prices that are lower than on the high street. We have a team of skilled craftsmen and master jewellers who create each piece especially for you. We are renowned globally for providing customisable, affordable and high-quality diamonds and diamond jewellery


Get In Touch

If you would like to discuss any aspect of the superb value that we offer, or the quality of our diamonds please get in touch with our friendly customer care team on 01642 449922 01642 449922.

Orders

Refunds can be requested within 14 days of the date of despatch, and exchanged within 30 days from the date of despatch. If you choose to exchange your item outside of the 14-day refund policy, a refund will not be offered for the exchanged item unless the product is faulty. For further information please view our
Terms & Conditions page.


Get In Touch

If you would prefer to talk with our friendly Customer Care Team about returning an item, please get in touch on 01642 449922 01642 449922.

When building your ring you will see a selection of engraving options under ‘Add an Inscription’ including font styles and sizes

Important things to note about engraving

There are a number of very important things you should note about engraving:

  • There is a character limit on most rings
  • Engraving will add 3 to 4 days onto the delivery time of your ring
  • Engraving a ring means refunds are not possible
  • Resizing a ring is not possible after engraving

If you wish to engrave your ring we strongly advise that you take the correct measurements, using our ring size guide, and that you take your time when choosing the perfect design


Get In Touch

If you would like to discuss engraving your ring with our friendly customer care team, please get in touch on 01642 449922 01642 449922.

The easiest way to find your ring size is by following our ring size guide.


Get In Touch

If you would like further assistance determining the correct ring size for your finger, please get in touch with our friendly customer care team on 01642 449922 01642 449922

Resizing a ring is possible for most designs. However, it is not possible to resize eternity rings, rings that have been engraved, or rings that have too large a difference for resizing. If you need help finding your ring size simply follow our simple ring size guide for guidance.


Get In Touch

If you would like any further assistance with this matter, please get in touch with our friendly customer care team on 01642 449922 01642 449922

Please visit our jewellery insurance section for more information.


Get In Touch

If you would prefer to talk with our friendly customer care team please get in touch on 01642 449922 01642 449922 .

Free Valuation Report
Delivering excellent customer service is important to us, which is why we are happy to provide a free Valuation Report, for insurance purposes, with every purchase.

Your free Valuation Report will contain all of the product details and diamond specifications such as diamond clarity, diamond color and the precious metal used. This report is a useful document for proving your product’s authenticity and for the purpose of insuring your piece of jewellery.


Get In Touch

If you would like to discuss this matter further, please get in touch with our friendly Customer Care Team on 01642 449922 01642 449922

Of course! Simply contact our customer care team or submit an online form if you wish to make an appointment.


Get In Touch

Please feel free to get in touch with our friendly customer care team on 01642 449922 01642 449922.

We know that not everyone knows their ring size, which is why we have created a ring size guide that will help you determine the perfect fit.


Get In Touch

If you would like further advice on this matter, please get in touch with our friendly Customer Care Team on 01642 449922 01642 449922

For UK orders, in stock items your order will be delivered by Royal Mail using its next day, special delivery service for all order placed before 3pm. International orders will be delivered via FedEx or another International insured courier. These methods of shipment are fully insured against losses, damages and theft, right up to the point where you sign for them. For all bespoke items of jewellery our products are subject to a manufacturing time. This is normally between 2-3 working weeks, and 3-4 working weeks if your item is bespoke. We do this in order to pass on the savings directly to you by only making orders when they are required.


Get In Touch

If you would like further advice on delivery procedures, please get in touch with our friendly customer care team on get in touch with our friendly Customer Care Team on 01642 449922 01642 449922

If you are hoping for an earlier delivery time please discuss this with our customer care team.


Get In Touch

If you would like further advice on delivery options, please get in touch with our friendly customer care team on 01642 449922 01642 449922

Of course, we are always happy to arrange collections in person at one of our stores. Please be aware that for collections an appointment must be made. To book an appointment simply contact a member of our customer care team or submit an online form.

Identification
Please note that in order to collect your items, you will be required to show photographic identification, such as a driver's license or passport.


Get In Touch

If you would like further advice on collection or delivery options, please get in touch with our friendly customer care team on 01642 449922 01642 449922.

You will receive emails regarding your delivery updates. If you require further information on delivery procedures and correspondence please feel free to contact our customer care team on 01642 449922 01642 449922.

We will email you on the day your order is dispatched and provide advice regarding your expected date of delivery, the parcel delivery company being used and the track and trace details of the delivery company.


Get In Touch

If you would like further advice on delivery procedures and tracking your order, please get in touch with our friendly Customer Care Team on 01642 449922 01642 449922.

In order to process your request for delivery to an alternative address, other than your billing address, we need to follow certain security procedures. These procedures protect you and us. We therefore require certain documents from you before rerouting orders. Please get in touch with our customer care team on 01642 449922 where they will be able to provide you with assistance.

We use the leading trusted global delivery companies, so we are confident that you order will be safe. However, for further peace of mind, we insure in the event of loss, damage and/or theft during shipment.

If you are returning an item of jewellery it is your responsibility to insure the item during transit. Most delivery companies will be happy to provide a quote for next day, guaranteed delivery, and they will simply ask you how much the parcel is worth and what insurance value you require. Please note that we do not accept responsibility for losses occurred during transit for any items that are being returned to us.


Get In Touch

If you would like further advice on our insurance or delivery procedures, please get in touch with our friendly customer care team on 01642 449922 01642 449922.

Your order will be packaged in a plain and discreet manner, in accordance with our secure packaging in transit policy.

Discreet on the outside, elegant on the inside
In accordance with our secure packaging in transit policy, our external packaging makes no reference to our brand name, diamonds, gold or jewellery, to ensure that the valuable contents are not advertised. Don’t worry though, the packaging on the inside is beautifully presented so that it is ready to give to that special person.


Get In Touch

If you would like to discuss our packaging policy further, please get in touch with our friendly Customer Care Team on 01642 449922 01642 449922.

If, for any reason, you wish to cancel your order please take a moment to read our returns policy or contact a member of our customer care team on 01642 449922 01642 449922, where they will be able to assist.

We offer two simple ways to place an order and are committed to delivering first-class customer service at each stage of your order process.

  1. Online

    Placing an order online is simple. Select your preferred piece of jewellery, outline any specifications, and proceed to the checkout. If you have any questions regarding your online order you can speak to a member of our customer care team.

  2. By telephone

    Our friendly sales team are happy to take your order over the phone if this is your preferred method. They will talk you through every step of your order before taking payment and are there to help and assist you with any questions you may have.

  3. In store

    If you prefer to visit one of our stores, our diamond experts are on hand to give you all the information you require regarding buying a piece of diamond jewellery, and can show you samples if you wish.


Get In Touch

If you require any assistance whatsoever placing your order, please get in touch with our customer care team on 01642 449922 01642 449922.

Returns

Please take a moment to read our returns policy.


Get In Touch

If you would prefer to talk to a member of our customer care team about returning an order, please get in touch on 01642 449922 01642 449922.

We wish for all of our customers to be completely satisfied with their purchase, therefore we are more than happy to assist wherever possible by exchanging items. Unfortunately we cannot accept bespoke or engraved items for an exchange due to the nature of the design.


Get In Touch

If you would prefer to talk to a member of our customer care team about whether an exchange is possible, please get in touch on 01642 449922 01642 449922.

Of course! We offer a ring resizing service to all of our customers, so don't worry if your ring is too large or too small as our master jewellers are skilled at resizing rings.

Resizing Costs
Please use our ring size guide to find your exact ring size and then get in touch with our friendly customer care team on 01642 449922 01642 449922 in order to get an assessment of any charges that may apply.

If you wish to return an item, please review our returns policy, which outlines the terms and procedures for returning an item.


Get In Touch

If you would prefer to talk to a member of our Customer Care Team about returning an item, please get in touch on 01642 449922 01642 449922.

Payments

We are 100% committed to providing a safe ecommerce shopping experience.

State-of-the-art ecommerce security
Our website is protected with the latest security certificates (SSL certificates). These certificates use state-of-the-art encryption technologies so that you can have complete peace of mind when shopping online with us.

PCI Compliant
Our systems are compliant with the PCI Security Standards Council, which was founded by Visa, MasterCard, American Express and JCB International. You can find out more about the PCI Security Standards Council at www.pcisecuritystandards.org.

Verified by Visa and MasterCard
We also use Visa and MasterCard Secure Code technology for processing all orders.


Get In Touch

If you would like to talk to a member of our Customer Care Team about ordering by telephone, please get in touch on 01642 449922 01642 449922.

If your card details have been rejected there are a number of possible reasons as to why this may be. Please check the below reasons, alternatively simply get in touch with our customer care team where they will be happy to take the payment from over the phone.

Reasons for a card payment rejection
The vast majority of reasons why a card is rejected are because of the protection policies of the bank. You may have to phone your bank to tell them that you wish to purchase a high-value item.

Alternatively, you may have incorrectly input any of the below information:
  • Card Holder Name
  • Credit Card Number
  • Card security code (3-4 security code on the back of your card)
  • Postcode

Get in touch

If you would like to talk to a member of our Customer Care Team about making payment over the telephone, please get in touch on 01642 449922 01642 449922.

Depending upon the payment method used it can take between 8-10 working days for a refund to be processed. Our excellent customer service team will be happy to notify you of estimated refund times at the point when a refund is agreed.


Get in touch

If you would like to talk to a member of our Customer Care Team about our Returns Policy and the potential for receiving a refund, please get in touch on 01642 449922 01642 449922.

VAT (value added tax) is applicable for all orders placed on this website. All the products displayed online are inclusive of VAT. The VAT Retail Export Scheme allows the VAT amount to be reimbursed to customers when they purchase goods in the EU and then export them outside the EU. However, orders from Richard-Ryan.eligible for the VAT Retail Export Scheme because we are an internet-based mail-order company and therefore not eligible to participate.


Get in touch

If you would like to talk to a member of our Customer Care Team about this matter further, please get in touch on 01642 449922 01642 449922.

VAT (Value Added Tax) is collected for all the shipments within the European Union. If you are located outside of the EU territory or countries which are exempt of VAT, simply get in touch with our customer care team on 01642 449922 01642 449922 and they will help you make your purchase over the telephone.


Get in touch

If you would like to talk to a member of our Customer Care Team about this VAT matter further, please get in touch on 01642 449922 01642 449922.

Yes, we are pleased to be able to offer discount codes wherever possible and do so throughout the year.


Get in touch

If you would like to talk to a member of our Customer Care Team about discounts that might apply at the moment, please get in touch on 01642 449922 01642 449922.

If you wish to use two cards for one transaction this is definitely possible. You just need to make sure that both cards belong to the same owner and are registered at the same billing address. Simply call our customer care team so they can take your payments over the phone.


Get in touch

If you would like to talk to a member of our customer care team about making a purchase with two credit cards over the telephone, please get in touch on 01642 449922 01642 449922.

Yes, we are proud to offer a price guarantee that means we aim to match like-for-like prices. If you wish to take advantage of this service please get in touch with our customer care team and provide details of the price and product that you would like us to match.


Get in touch

If you would like to talk to a member of our customer care team about a price match please get in touch on 01642 449922 01642 449922, email [email protected].

Once you make a payment your bank will authorise the amount for the transaction that you have made. The actual settlement for the amount between your account and our account is usually completed in around 2-3 days. The payee will be itemised as Richard-Ryan.


Get in touch

If you would like to talk to a member of our Customer Care Team about taking payments from your card, or if you would like to make a payment over the telephone, get in touch on 01642 449922 01642 449922.

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