Frequently asked questions

Our Diamonds and Jewellery

What does The Diamond Bay specialise in?

The Diamond Bay specialises in fine jewellery crafted with carefully selected lab-grown diamonds and solid precious metals. Our collections combine timeless design, exceptional brilliance and modern craftsmanship to create jewellery for life’s most meaningful moments.

Are lab-grown diamonds real diamonds?

Yes. Lab-grown diamonds are real diamonds. They have the same chemical composition, physical properties and optical characteristics as mined diamonds. The primary difference is their origin: lab-grown diamonds are created in a controlled environment rather than extracted from the earth.

Are lab-grown diamonds the same as cubic zirconia or moissanite?

No. Cubic zirconia and moissanite are diamond alternatives made from different materials. Lab-grown diamonds are genuine diamonds and possess the same essential characteristics as mined diamonds.

Can you tell the difference between a lab-grown diamond and a mined diamond?

Lab-grown and mined diamonds are visually and structurally extremely similar. Specialised gemological equipment is generally required to identify their origin.

Do your diamonds come with a grading certificate?

Selected diamonds are accompanied by an independent grading report, commonly from the International Gemological Institute—IGI. Certificate availability will be stated on the individual product page.

For confirmation regarding a specific piece, please contact us at contact@thediamondbay.com before placing your order.

What do diamond colour and clarity grades mean?

Diamond colour grades describe how colourless a diamond appears, while clarity grades assess the presence of internal or external characteristics. Cut quality, proportions and craftsmanship also contribute significantly to a diamond’s overall brilliance.

Each product page provides the relevant diamond specifications for that particular design.

Are your diamonds ethically created?

Our lab-grown diamonds are created in controlled environments without traditional diamond mining. This offers clients a modern alternative when selecting fine diamond jewellery.

What precious metals do you offer?

Depending on the design, our jewellery may be available in:

• 9K solid gold
• 18K solid gold
• Solid platinum

Available metal options, approximate metal weights and finishes are listed on each product page.

Is your jewellery made from solid precious metal?

Yes. Unless expressly stated otherwise on the product page, our jewellery is crafted from the solid precious metal selected at the time of purchase rather than a base metal with a temporary surface coating.

Why may the metal weight vary slightly?

The metal weights shown on our website are approximate. Minor variations may occur due to ring size, manufacturing tolerances, stone setting and the hand-finishing process.

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Product Information and Sizing

Are your product photographs shown at actual size?

Product photographs may be enlarged to display fine details, diamond settings and craftsmanship. The jewellery may therefore appear larger on screen than it does in person.

Please refer to the dimensions, carat weights and measurements provided on the product page when assessing the size of a piece.

Will my jewellery look exactly like the product photograph?

We make every effort to represent our jewellery accurately. However, minor differences may occur due to lighting, screen settings, photography, hand-finishing and natural variations between individual diamonds.

These subtle differences are part of the unique character of fine jewellery.

How do I choose the correct ring size?

We recommend having your finger professionally measured by a jeweller before ordering. Ring size can be affected by temperature, finger shape, band width and the time of day.

For assistance with sizing, contact contact@thediamondbay.com before placing your order.

Can a ring be resized?

Selected ring designs may be resized, while certain settings or highly detailed bands may have resizing limitations. Please contact us with the product name, current size and required size so that our team can assess the piece.

Additional charges may apply depending on the design and the amount of resizing required.

Can I customise the metal, diamond size or design?

Customisation may be available for selected pieces. Depending on the design, we may be able to assist with changes to:

• Precious metal type
• Gold colour
• Diamond size or carat weight
• Ring size
• Chain length
• Setting details
• Engraving

Please email contact@thediamondbay.com with the product name and your requested specifications. Customisation is subject to design feasibility and additional costs.

Do you offer bespoke jewellery?

Bespoke enquiries are welcomed. Please provide your preferred design, metal, diamond specifications, approximate budget and required completion date when contacting us.

Our team will review your request and advise whether the design can be produced.

Is engraving available?

Engraving may be available for selected designs. Availability, character limits, font options and pricing will depend on the piece.

Please contact us before ordering if you would like to add engraving.

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Orders and Production

Is your jewellery ready to ship or made to order?

Availability varies by product. Some pieces may be available for dispatch, while others are individually made or prepared after an order is placed.

The applicable production or processing estimate will be displayed on the product page or confirmed in your order communication.

How long does a made-to-order piece take?

Production time depends on the design, precious metal, diamond specifications and level of customisation. An estimated timeframe will be provided before or after your order is confirmed.

Production estimates do not include delivery time.

Can I change my order after placing it?

Please contact contact@thediamondbay.com as soon as possible with your order number and requested change.

We will make reasonable efforts to assist, but changes cannot be guaranteed once sourcing, production, engraving, resizing or preparation has begun.

Can I cancel my order?

Cancellation eligibility depends on the order status and whether the item is ready-to-ship, made-to-order, customised, engraved or resized.

Please contact us immediately after placing your order. Once production or customisation has commenced, cancellation may no longer be possible.

How can I check the status of my order?

Order updates will be sent to the email address provided at checkout. You may also contact contact@thediamondbay.com with your full name and order number.

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Shipping and Delivery

Where does The Diamond Bay deliver?

Available delivery destinations will be displayed during checkout. For a destination that is not listed, please contact us before placing your order.

How long will delivery take?

Delivery time depends on the destination, selected shipping service and whether the jewellery is ready to ship or made to order.

Any production period is separate from the carrier’s delivery timeframe. Delivery estimates are not guaranteed and may be affected by carrier delays, customs processing or circumstances outside our control.

Will I receive tracking information?

Where tracking is available, dispatch confirmation and tracking details will be sent to the email address used to place the order.

Please allow time for the carrier’s tracking system to update after dispatch.

Will my order require a signature?

Due to the value of our jewellery, selected deliveries may require a signature or another form of delivery confirmation. Please ensure that the delivery address is accurate and that someone is available to receive the parcel where required.

Can I use a PO Box or parcel collection address?

Acceptance of PO Boxes and parcel collection services depends on the shipping carrier, destination and value of the order. A secure residential or business address may be required for certain purchases.

Please contact us before ordering if you are unsure whether your preferred address can be accepted.

Do international orders include customs duties and taxes?

International orders may be subject to import duties, taxes, customs charges or administrative fees imposed by the destination country. Unless otherwise stated at checkout, these charges are generally the responsibility of the recipient.

The Diamond Bay does not control customs assessments or processing times.

What should I do if my parcel is delayed?

First, review the tracking information provided by the carrier. If there has been no meaningful tracking update or you believe the parcel may be delayed, contact contact@thediamondbay.com with your order number.

We will review the available shipping information and assist with the appropriate next steps.

What should I do if my parcel arrives damaged?

Do not discard the parcel, jewellery packaging or shipping materials. Photograph the exterior packaging, interior packaging, shipping label and jewellery, then contact us promptly at contact@thediamondbay.com.

Please include your order number and clear photographs so that we can assess the matter.

How is my jewellery packaged?

Each order is carefully prepared to protect the jewellery during transit and provide an elegant presentation. Packaging may vary depending on the type, size and number of pieces purchased.

For special gifting requests, please contact us before placing your order.

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Returns and Exchanges

Can I return my jewellery?

Return eligibility depends on the item, its condition and the circumstances of the purchase. Please review The Diamond Bay’s current Returns and Refunds Policy before placing your order.

Before sending any jewellery back, contact contact@thediamondbay.com to request return instructions. Unauthorised returns may not be accepted.

What condition must returned jewellery be in?

Unless the item is being returned due to an accepted fault, eligible jewellery must generally be unworn, undamaged and unaltered, with its original packaging, accessories and documentation.

Items showing signs of wear, damage, modification or improper handling may not qualify for return.

Can customised or engraved jewellery be returned?

Made-to-order, bespoke, engraved, resized, altered or otherwise personalised jewellery may not be eligible for change-of-mind returns.

This does not limit any rights that cannot be excluded under applicable consumer law.

Can earrings be returned?

Return eligibility for earrings may be restricted for hygiene reasons, particularly where the item has been tried on or removed from protective packaging.

Please review the applicable Returns and Refunds Policy or contact us before ordering.

Can I exchange an item?

Exchange availability depends on the product, stock availability and whether the item satisfies the applicable return conditions.

Contact contact@thediamondbay.com with your order number and requested exchange. Any price difference, delivery cost or alteration charge may need to be paid before the replacement is dispatched.

When will I receive my refund?

Approved refunds are issued to the original payment method. The time required for the funds to appear will depend on the payment provider and financial institution.

Original delivery charges, return shipping costs, customisation fees and other non-refundable charges may be excluded where permitted and as stated in the applicable policy.

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Jewellery Care and Aftercare

How should I care for my diamond jewellery?

Store each piece separately in a clean, dry jewellery box or soft pouch. Avoid allowing diamond jewellery to rub against other pieces, as diamonds can scratch metals and other gemstones.

We recommend removing your jewellery before sleeping, exercising, cleaning or performing activities that may place pressure on the setting.

Can I wear my jewellery in the shower?

We recommend removing fine jewellery before showering. Soap, shampoo, conditioner and personal-care products can leave residue on diamonds and metal, reducing their visible brilliance over time.

Can I wear my jewellery while swimming?

No. Jewellery should be removed before entering swimming pools, spas, hot springs or the ocean. Chlorine, salt water and other chemicals may affect precious metals, finishes and jewellery settings. Cold water may also cause fingers to contract, increasing the risk of losing a ring.

Should I apply perfume or skincare before wearing my jewellery?

Yes. Apply perfume, moisturiser, sunscreen, hairspray and cosmetics before putting on your jewellery. Allow these products to dry first to reduce residue buildup.

A useful routine is to make jewellery the final item you put on and the first item you remove.

How should I clean my jewellery at home?

For routine cleaning, use lukewarm water, a small amount of mild soap and a very soft brush. Gently clean the jewellery, rinse it thoroughly and dry it with a soft, lint-free cloth.

Avoid abrasive cleaners, toothpaste, bleach and harsh chemicals. Ultrasonic or steam cleaners may not be suitable for every design, particularly delicate settings, so professional advice should be obtained before using them.

How often should my jewellery be professionally inspected?

Frequently worn jewellery should be inspected periodically by a qualified jeweller. Professional inspection can help identify loose stones, worn claws, damaged links or weakened settings before more significant damage occurs.

Inspection is particularly important for engagement rings, tennis bracelets and other diamond-intensive pieces worn regularly.

What should I do if a diamond feels loose?

Stop wearing the jewellery immediately and place it in a secure container. Continuing to wear a piece with a loose setting may result in the stone being lost.

Contact contact@thediamondbay.com with clear photographs and a description of the issue so that we can advise on assessment or repair options.

Do you offer repairs or aftercare services?

Repair and aftercare assistance may be available depending on the product, its condition and the nature of the work required.

Please email us with:

• Your full name
• Order number
• Product name
• A description of the issue
• Clear photographs or video

We will review the information and advise on the available service options and any applicable charges.

Does The Diamond Bay provide a warranty?

Applicable warranty or aftercare terms may vary by product and purchase. Manufacturing concerns will be assessed based on the condition of the jewellery, the nature of the issue and the available purchase information.

Normal wear, accidental damage, improper use, loss, unauthorised repairs and failure to follow care instructions may not be considered manufacturing defects. Please refer to the current Warranty or Aftercare Policy for complete terms.

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Payment and Privacy

What currency are your prices displayed in?

Unless otherwise stated, prices on The Diamond Bay website are displayed in Australian dollars—AUD.

What payment methods do you accept?

Available payment methods are displayed at checkout and may vary according to the customer’s location, order value and payment provider.

Is my payment information secure?

Payments are processed through the secure payment options presented at checkout. Clients should never send complete credit-card information by email or through social media messages.

Can I purchase a piece as a gift?

Yes. Our jewellery is suitable for engagements, anniversaries, birthdays, weddings, milestones and other meaningful occasions.

Please ensure that the recipient’s ring size, preferred metal and delivery address are correct before placing the order. For special requests, contact us in advance.

How can I contact The Diamond Bay?

For product guidance, sizing assistance, customisation enquiries, order updates or aftercare support, contact our Client Care team:

Email: contact@thediamondbay.com

Please include your order number where applicable. For product enquiries, including the product name or a link to the item will help our team assist you more efficiently.