Frequently asked questions (FAQ)

I have a question about:

Finance

Do you offer credit or finance?
Yes, we offer 6 month and 12 month interest free finance. Please click here for more details and to make an application.

Samara James Limited are licensed credit brokers (license number 0652958). Credit is subject to status and available to permanent UK residents only. Finance will be provided by V12 Retail Finance Limited. Registered in England and Wales no. 04585692. Registered office: V12 Retail Finance Limited, 20 Neptune Court, Vanguard Way, Cardiff, South Glamorgan, CF24 5PJ. The retailer is Samara James Limited.

Diamonds

Is it important to buy a certified diamond?
If you are buying a diamond above 0.25 carat in size, it is important to buy a certified diamond. The certificate is your guarantee that the diamond has been independently tested to ensure that it has not been artificially enhanced in any way and that it has been professionally graded to assess the carat weight, colour and clarity. However, not all diamond grading labs adhere to the same strict standards. This is why at Samara James we only buy GIA and IGI certified diamonds to ensure we offer diamonds conforming to the most rigorous standards.
Can I see the certificate before I buy?
Yes, we can send you a scanned copy of the diamond certificate by email prior to purchase. You can also arrange an appointment to visit us where we can show you the diamond at our showroom in Shepperton. We can then show you the full details of the diamond using our video microscope and our various tools to assess light performance.
Can I specify that I would like the diamond to be graded by a specific lab e.g. GIA?
Yes, please contact us prior to your purchase and we will confirm the availability of the specific diamond you are looking for.
What is a diamond certificate?
A certificate tells you the main characteristics of the diamond you are buying. All Samara James, diamonds that have an individual carat weight of 0.3 carats or above are certified to ensure consistent quality is delivered to our customers. We use GIA and IGI certified diamonds who adhere to very strict grading standards.
What level of fluorescence do your diamonds have?
Nearly all naturally occurring diamonds have some degree of fluorescence. However, at Samara James we only offer diamonds which have either 'no fluorescence' or have been graded as having 'faint' or 'slight' fluorescence. At this low level, any fluorescence does not affect the beauty of the diamond. We do not sell any diamonds with fluorescence above this level. To read more about fluorescence please click here.
Do you sell conflict diamonds?
'Conflict diamonds' is a term used to describe diamonds that originate from areas controlled by forces or factions opposed to legitimate and internationally recognised governments and are used to fund military action in oppositions to those governments, or in contravention of the decisions of the Security Council. Our policy on conflict diamonds is absolutely rigorous. We will not buy, sell or handle any diamonds of unclear provenance. We insist that all of our suppliers subscribe to The Kimberly Process Certification Scheme.
How do I know your diamonds are legitimate?
We purchase our diamonds from a small number of carefully selected diamond companies who are recognised as being amongst the world's finest diamond polishing companies. Purchasing from these companies directly rather than using a wholesaler means we know the diamond mine that the stones were sourced from and where they were polished. We can then guarantee that our diamonds are of the highest quality and that they are free of any treatments that some companies use to artificially enhance the appearance of their stones. We are also able to guarantee that we do not supply conflict diamonds. If you would like to view a specific diamond or to see our range of perfectly cut Canadian and Russian diamonds please contact us to arrange an appointment.
Where can I get more information to help me choose?
If you would like expert advice on any aspect of diamonds or diamond jewellery please call us on 01932 260 100 or email us at sales@samarajames.com. We can give you a no obligation telephone consultation or we can book you in to visit us at our showroom where our experts to talk you through all of the various options. You may also like to sign up to a complimentary buying guides where you will receive extremely useful information and advice on what to look for when choosing a diamond ring.
I want a perfect 'ideal cut' diamond. Can you offer this specification?
We specialise in perfectly cut diamonds so the answer is a definite yes. In fact, we have a range of tools including Idealscope and ASET to assess and demonstrate the light performance of our diamonds. We also use the cut grading software developed and used by AGS in their labs to assesses every aspect of light performance. We can also supply a Sarin report for any of our diamonds. Finally we have a video microscope which allows us to both video and photograph any of our diamonds at up to 300 times magnification so you can really see the details of any inclusions in the diamond before you purchase.
Do you have diamonds in between the carat weight choices on your website?
Yes, in fact we hold in stock a number of diamonds just below the main carat options as these can offer excellent value for money giving a diamond which is very close in appearance to the larger size but for significantly lower cost. If you would like us to quote for a specific size of diamond please contact us to discuss in more detail. If you do order a particular carat weight through our website we guarantee that the diamond you will receive will be at least this carat weight.
I can't see the exact carat, clarity or colour of diamond I want. Do you have more options?
Yes. Should you not see exactly what you are looking for please contact us as we are able to source loose diamonds to specific requirements at very competitive prices. Please contact us for more information and a quote.

Design / Style

Where can I get more information to help me choose?
If you would like expert advice on any aspect of our diamond ring designs please call us on 01932 260 100 or email us at sales@samarajames.com. We can discuss with you your requirements to help find the perfect design - we can even send you a free silver sample of any of the designs on our website. You may also like to come and visit us and we will be able to show you a wide range of designs at our showroom.
I have an idea for a ring, Can it be made?
At Samara James we have extensive experience designing and making a variety of beautiful and intricate jewellery designs. After discussing your requirements we can produce a selection of photo realistic images so you can see exactly how the design will appear in real life. Our design service is also free of cost - we just require an initial deposit which is fully refundable if you decide not to proceed with the design. If you would like more information or if you would like to view a video on how we make a bespoke design please click here.
I have seen a ring and it's not on your website. Can it be made?
At Samara James we have access to many hundreds of different designs frequently seen on the High Street and can usually make exactly what you would like. If we don't have the pattern then our Bespoke Design Service will be able to create the exact design that you are looking for.

Ordering

Is the name SAMARA JAMES on your video going to be inscribed inside my ring?
No. The SAMARA JAMES inscription shown in our on-line videos is to protect the copyright of our photographs and videos. Your ring will only be stamped by the Assay Office with the metal type of your ring.
How do I place an order?
After choosing an item you would like to purchase click on the "buy me" button. If for any reason you are unable to order in this way please send us an e-mail to sales@samarajames.com detailing the item or items you would like to purchase with your name and telephone number and we will contact you to arrange payment and delivery. Alternatively you can contact us by telephone on 01932 260 100.
How do I pay?
Payment is by credit or debit card via our secure server. We can also accept payments via cheque - please contact us if you would like to use an alternative form of payment.
How secure is it to send my Credit Card over the net?
We have a secure server through which we process all our payment transactions. Alternatively if you would like to pay by credit or debit card by phone please send us an e-mail to sales@samarajames.com detailing the item or items you would like to purchase with your name and telephone number and we will contact you to arrange payment and delivery. Alternatively you can contact us by telephone on 01932 260 100.
How do I know if you have received my order?
Once we receive your order we will send you a confirmation e-mail. If you do not receive this within 24 hours please send us an e-mail to sales@samarajames.com and we will check the status of the order. When the order is processed and packaged ready for dispatch we will send you a second e-mail to confirm this. To avoid our message being classified as "junk" please add the email address sales@samarajames.com to your e-mail contacts or to your e-mail safe list.
Can I pay in installments?
Yes, we offer 6 month and 12 month interest free finance on selected items of jewellery. Please call us for more details and to make an application.
Will my purchase be guaranteed?
We offer a 60 day money back guarantee on all of our standard products to allow you time to ensure you are entirely happy with your purchase. We also offer a full life time guarantee, which covers any manufacturing defects. Where work has been carried out by a 3rd Party this guarantee becomes void.

Please note that due to the exceptional skill of our setters your stones will not fall out of your jewellery, they can only be dislodged. We therefore strongly recommend that you insure your jewellery as loss of diamonds or other stones do not fall under the Samara James guarantee.

Delivery

What delivery services do you offer?
We offer free delivery on every item that we sell. Please refer to our delivery policy.
Can I send my order to an alternate address?
We are able to deliver to an alterative delivery address. To do this please make your order through our website using your card's billing address. Once you receive your order confirmation please sales@samarajames.com and we will update the delivery address for your order.
Do you deliver internationally?
Yes, we are able to deliver to wide variety of countries outside of the UK including most of Western Europe and the USA. For orders delivered outside of Europe we will not charge VAT.

Returns / Cancelling an Order

How do I cancel my order?
Please contact us. If the item has not yet been dispatched we will cancel the order at no charge. If the item has already been dispatched please see our returns policy.
How do I return an unwanted item?
To return an item please contact us to inform us the item will be returned. Provided the item is returned to us within 60 days in an unworn condition and in its original packaging we will happily process a full refund.

Items not covered by our money back guarantee are engraved items and bespoke designs not on our website that we have created to your specification. For full details see our returns policy.

The address for returns is:
Samara James
Returns Department
Shepperton Marina
Felix Lane
Shepperton
TW17 8NS

Postage and wrapping costs are not refundable.

Silver Sample Service

What is your free silver sample service?
When you are looking to choose the perfect diamond ring we know that it can be difficult to make a final choice if you can't see and touch the ring in advance of your purchase. We therefore offer a free service where on payment of a small, fully refundable, deposit, we can send you a sample of the ring design you were considering made from 925 solid silver and set with cubic zirconia. This is completely free - we pay the postage and we include a free-post return envelope to allow you to return the sample easily and without obligation.

Free Resizing Service

Can I return my ring for re-sizing?
Samara James offers a complimentary re-sizing service on our diamond engagement and dress rings. They can be re-sized once, within 1 year of purchase, free of charge. If you need a different size just pop the ring back in the post to us (We recommend using Royal Mail Special Delivery) and we will adjust it our workshop and return to you free of charge. Where possible we also re-size bespoke made rings free of charge.

For plain (not diamond set) wedding rings which are the incorrect size you simply return them to us in unworn condition within 60 days of purchase by Royal Mail Special Delivery and we will replace with a new ring in the correct size. Channel set full and 60% set 'eternity' style wedding rings are also covered under this policy, and will be replaced with a new ring in the correct size if returned in an unworn condition within 60 days.

For Wedding rings which have been worn and customised wedding rings there will be a re-sizing charge. Diamond set eternity style rings cannot be resized, but can be exchanged (as above) for a different size free of charge if in an unworn condition within 60 days of purchase.

Where it is not possible to resize in the traditional manner (for example if the band is set with diamonds all the way around the band) and where it is not possible to exchange (if the ring has been worn or is bespoke) we will advise you of the options and costs. For all of our re-sizing work we use a laser so you can be assured of a completely invisible join, with no solder added or other impurities. Just a perfectly sized ring!

If you would like to find your exact ring size from the comfort of your own home we would be very pleased to send you one of our complementary ring sizing gauge. Just click here and fill in your address details and we will then send you a free sizing gauge by First Class post.

Visiting your showroom

Do you have a showroom I can visit?
Yes you can also arrange an appointment to visit us where we can show you our diamond and ring designs at our showroom in Shepperton. We can show you the actual diamond using our video microscope and our various tools to assess light performance. Click here to arrange an appointment and to find details of how to find us.

Ring Box

Will I receive my item in a presentation box?
Yes, all jewellery made by Samara James will be presented in one of our natural wooden presentation boxes. Click here to see a video of the full presentation packaging we use.
Do you offer a gift-wrapping service?
Yes, we can arrange to gift-wrap your order. This is a complimentary service.

Engraving

Do you engrave rings?
Our investment in sophisticated computer engraving equipment together with our skilled hand engraving craftsmen gives us the ability to complete any of your engraving requirements. Click here for examples of our work and for more details on the possible options.
Can you offer a laser inscription service for your diamonds?
The diamond will normally be inscribed with the GIA certificate number on the girdle of the diamond. In addition we can arrange for a personal message to be laser inscribed on the girdle of your diamond. This will not affect the appearance or the beauty of the diamond in any way. The message will not be visible to the naked eye but it will be visible with 20 times magnification. Please contact us for more information on the possible options and prices.
Can you do complex engraving such as fingerprints, seals and coats of arms?
Yes we can. Please contact us for a detailed quote. The price will depend on the complexity of the design. We can both hand engrave and laser engrave more complex designs and images.
Do you hand engrave rings?
Yes we do, for that more personal touch one of our hand engraving experts can add your personal message. Please contact us at time of ordering and we will make the necessary arrangements.
Is the name SAMARA JAMES on your video going to be inscribed inside my ring?
No. The SAMARA JAMES inscription shown in our on-line videos is to protect the copyright of our photographs and videos. Your ring will only be stamped by the Assay Office with the metal type of your ring.

Unique Designs

I have an idea for a ring, Can it be made?
Yes! At Samara James we have extensive experience designing and making a variety of beautiful and intricate jewellery designs. After discussing your requirements we produce a selection of photo realistic images so you can see exactly how the design will appear in real life. Our design service is also free of cost - we just require an initial deposit which is fully refundable if you decide not to proceed with the design. If you would like more information or if you would like to view our video on how we make a bespoke design please click here.
I have seen a ring and it's not on your website. Can it be made?
At Samara James we have access to many hundreds of different designs frequently seen on the High Street and can usually make exactly what you would like. If we don't have the pattern then our Bespoke Design Service will be able to create the exact design that you are looking for.

Repairs and Valuations

Do you carry out jewellery repairs?
We are able to repair items of jewellery. Please contact us to discuss your requirements and we will be able to give you a quote for the repair costs.
Do you do valuations?
We are able to provide a full valuation service using the independent Assay Office valuation service called SafeGuard. Please contact us to discuss your requirements and we can send you out more details of this service and associated costs.

Ethical Sourcing Policies

Can you guarantee that you don't offer conflict diamonds?
Yes, this is very important to us. 'Conflict diamonds' is a term used to describe diamonds that originate from areas controlled by forces or factions opposed to legitimate and internationally recognised governments and are used to fund military action in oppositions to those governments, or in contravention of the decisions of the Security Council. Our policy on conflict diamonds is absolutely rigorous. We will not buy, sell or handle any diamonds of unclear provenance. We insist that all of our suppliers subscribe to The Kimberly Process Certification Scheme.
How do I know your diamonds are legitimate?
We purchase our diamonds from a small number of carefully selected diamond companies who are recognised as being amongst the world's finest diamond polishing companies. Purchasing from these companies directly rather than using a wholesaler means we know the diamond mine that the stones were sourced from and where they were polished. We can then guarantee that our diamonds are of the highest quality and that they are free of any treatments that some companies use to artificially enhance the appearance of their stones. We are also able to guarantee that we do not supply conflict diamonds. If you would like to view a specific diamond or to see our range of perfectly cut Canadian and Russian diamonds please contact us to arrange an appointment.
Is your gold and platinum ethically sourced
This is an issue that we take very seriously. We can absolutely assure our customers about the absence of any adverse environmental, social and business impacts in the extraction of precious metals that we use to make our jewellery. Please click to read our sourcing policy for precious metals or contact us to discuss this issue in more detail.