Mahel in Hatton Garden was so helpful. He really went above and beyond for us, even sourced an IGI certificate for us and helped to arrange delivery to the Dublin store as we were leaving London. He w... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I made a mistake with my order, which was quickly rectified by a helpful gentleman over the phone. I need not have worried about spending a large amount of money with this company. I was notified at... See more
Company replied
Plenty of choice and easy to use website. Fair prices. Images of products realistic. Easy to place order. Description of products very useful. Updated with delivery good. The ring we purchased was... See more
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Great customer service. Kept me updated with frequent emails as production of the ring reached different stages. Arrived within the time frame they gave me. Very glad I came here for an engagement rin... See more
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Company details
- #247 of 291 best companies in Jewellery shop
- #78 of 90 best companies in Jewellery Designer
- #39 of 47 best companies in Jewellery manufacturer
About Diamonds Factory
Written by the company
Here at Diamonds Factory, our core goal and mission is all about making those all important milestones matter with luxury, affordable jewellery pieces. With over 15 years experience in the industry, Diamonds Factory was created from the simple idea that luxury products shouldn’t cost the earth - and that mission still stands firm now.
From the highest quality diamonds to unique gemstones and beyond, we offer an extensive range of incredible luxury jewellery pieces, specialising in engagement rings that make that ‘I Do’ moment one they’ll never forget.
Happy customers are at the heart of everything we do, which is why we offer around the clock real-human customer care. We’re always on hand to answer any queries or questions to make sure our customer satisfaction stays at an exceptional level, which can be seen clearly in our high calibre of outstanding reviews.
Our Promise
Written by the company
- Superb Value & Quality
- Superb value matched with exceptional quality is what sets us apart from high street jewellers. Every design is handcrafted by our expert craftsmen using high-quality, ethically sourced materials. As each design is sent direct from the makers, cutting out the middleman, you pay up to 78% less than you would on the high street.
- Visit Us
- You can visit us in the world-famous Hatton Garden in London, Birmingham, Liverpool, Leeds, Manchester, Sheffield, Nottingham, Glasgow, Edinburgh, Newcastle & Belfast. Our team members are always happy to help and are on hand to give their expert advice on buying diamonds. If internet shopping is more your style, you can also visit us online.
- Custom Jewellery & Bespoke Service
- All of our jewellery designs can be beautifully customised, by selecting your metal type and diamond specifications, to create the piece you envisaged. If you prefer a completely unique design, you can also take advantage of our bespoke service.
- Our Heritage
- With four generations of expertise guiding us, a team of expert craftsmen and knowledgeable diamond experts, we've grown into one of the most trusted jewellers in the world.
Contact info
7 Hatton Garden, EC1N 8AD, London, United Kingdom
- 0207 138 3672
- service@diamondsfactory.co.uk
- www.diamondsfactory.co.uk
4.3
Excellent
7k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 88% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Great products, realistic pricing, happy customers
Easy to navigate site, lots of choice for stones/setting/styles/metal.
Easy payment options/communication every step of the way/swift actioning from ordering to delivery.
Delivery well organised and secure with delivery code sent to give to the driver.
Really happy with product and service.
3/4th item I’ve purchased and all are still in great condition and daily wearing.
Customer service lines really helpful if you have any issues.
17 June 2026
Reply from Diamonds Factory
Hello Sam,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Sally,
Thank you for taking the time to leave your review. We're sorry to hear that the delivery time did not meet your expectations . We appreciate your feedback and understand how important timely delivery is when purchasing jewellery.
Kindest Regards,
The Diamonds Factory team
Just a wonderful experience
Just a wonderful experience
Everyone here is so friendly- so,so helpful and nothing is too much trouble.
It doesn’t matter if you’re looking for a small diamond item or a large one you’re treated just the same.
Well done Diamond Factory for getting the best people.
xx
17 June 2026
Reply from Diamonds Factory
Hello Sandra,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our Manchester team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Bad experience
Ordered a pair of earrings from their “last chance” section.
According to their store policy, it would take approximately 3-4 businesses days for them to arrive, but 14 days has past and no shipment has been started yet.
I needed them for a graduation gift, but came to see, that it was not possible due to their slow response time.
Customer service is not optimal for a high-end jewellery shop.
Can’t contact them by their phone-number listet.
Their livechat is not running.
Got in contact with a guy named Jake, seemed like a nice dude, but even tho explaining the issue, nothing happened what so ever.
Please be alert with this company, seems like their customer service does not match the quality of the jewellery.
24 June 2026
Unprompted review
Reply from Diamonds Factory
Hello Anton,
Thank you for taking the time to leave your review. We're sorry to hear that your order has not arrived within the expected timeframe especially as this was meant to be given as a graduation gift.
We appreciate your feedback concerning the quality of communication you have experienced. We understand how disappointing this must have been. We have sent you a request for some further details, please could you respond to that as a member our team looks into this t hopefully resolve this?
Kindest Regards,
The Diamonds Factory Team
The ring was absolutley stunning
The ring was absolutley stunning , the sales guy that walked me through everything at the store in the jewellery quarter Birmingham was fantastic and helped me through making a big decision
22 June 2025
Reply from Diamonds Factory
Hello Richard,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our Birmingham team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
I placed an order and was kept updated…
I placed an order and was kept updated on the process and delivery was excellent.
7 June 2026
Reply from Diamonds Factory
Hello Jean,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our London team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Was able to pick exactly what I wanted…
Was able to pick exactly what I wanted online and the delivered product was exactly as requested. Very impressed
14 June 2026
Reply from Diamonds Factory
Hello David,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Ruth,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Great customer service ensuring my…
Great customer service ensuring my diamond ring was just perfect.
13 June 2026
Reply from Diamonds Factory
Hello Amanda,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Very happy and excellent value for…
Very happy and excellent value for money. I will use again.
13 June 2026
Reply from Diamonds Factory
Hello,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Craig,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
I have an urgent order for an…
I have an urgent order for an engagement ring and your customer service is not replying to my emails or calls. Can someone please check my order status?
29 May 2026
Unprompted review
Reply from Diamonds Factory
Hello Henrique,
Thank you for leaving your review with us. We're sorry to hear you are having trouble receiving update on your engagement ring order.
We have sent you a request for some further details. Could you respond so that we can resolve this for you as quickly as possible?
Kindest Regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Chris,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Emailed a few times regarding an order
Emailed a few times regarding an order, and no
Reply
3 June 2026
Reply from Diamonds Factory
Hello Layla,
Thank you for taking the time to leave your review. We're sorry to hear that you did not receive a response after contacting concerning your order.
We appreciate your feedback and understand your frustration. We can confirm we have now responded to you enquiry via email.
Kindest Regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Anniversary present 🎁
Choosing the diamond and the setting was easy. Paying was easy. I was kept up to date by email and the diamond arrived when said. I liked that I had to give a code to the delivery driver before receiving them. Not had that before.
10 June 2026
Wedding ring
Ordered my wedding ring online, got plenty of emails to keep me informed as to what stage my order was at, was delivered a lot quicker than I expected and was packaged really lovely. Very happy with the service they provided!
16 June 2026
Unprompted review
Reply from Diamonds Factory
Hello Mia,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Stefan,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Team is very knowledgeable and they…
Team is very knowledgeable and they help you create your dream piece hassle free, thank you for creating such a special ring, my fiancée loves it
8 June 2026
Reply from Diamonds Factory
Hello Brock,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
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