Help / FAQ’s

How do I find the products I am looking for?
There are a number of ways to find the product you are looking for. You can use the Search box in the top right hand corner of the page, or select a product category from the Jewellery title on the top navigation bar.

What size ring do I need?
Some of the rings are adjustable rings and this will be stated on the website. The other rings are in general small, medium and large sizes, which will also be stated on the website with the applicable rings.

How do I know when my order has been received?
An email will automatically be sent to you as the order is processed.

Which methods of payment do you accept online?
We accept Paypal for payments made online.

How and when will my purchases be delivered?
All orders are shipped within 48 hours, once payment has been cleared, by ‘signed for’ courier service. The couriers operate a Monday to Friday service between 9am – 5pm and a specific time slot cannot be specified, although generally should be received by 4 working days (UK).

Will I have to sign for my delivery?
Yes, all our delivery options must be signed for.

What if I’m not in when you deliver?
If you are not there to receive and sign for your delivery, then our delivery company will leave a card, normally saying the package can be picked up at the nearest Post Office.

Do you deliver to post office boxes addresses?
Unfortunately we do not deliver to PO box numbers, BFPO addresses, mail forwarding addresses and temporary residence addresses

Do you deliver other countries besides the UK?
Yes, we deliver globally. See delivery page for shipping costs and delivery time.

Can I add a message?
Yes, you can add a gift message with your parcel during the checkout. The gift message you enter will be hand written on an Ottoman Hands card.

How will my order be packaged?
All jewellery will be beautifully wrapped in our branded packaging. There is no extra charge for this

Can I change or cancel my order after it’s been placed?
We generally process and prepare your order for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. In this instance, you would have to return your order once you’ve received it, in accordance with our Returns Policy.

What is your Returns Policy?
Goods purchased from this site may be returned within 28 days of purchase if you are not completely happy with the product. This does not affect your statutory rights.

How long might a refund take?
As soon as we have received the returned products, and it is in its original condition, refund will be made.

How do I return my order?
Please send returns or exchanges by ‘signed for’ registered mail to:

Dione London, 205 Westbourne Studios
242 Acklam Road
London
W10 5JJ

How do I look after my jewellery?
Wipe your precious stone jewellery with a clean, soft damp cloth after  wearing.

Do not expose your jewellery to water or damp conditions.

Avoid exposing your jewellery to chemicals such as perfume, household chemicals and hairspray as this could cause discoloration.

Ideally, store your jewellery in a soft lined box or pouch and try to keep pieces apart, so that they do not rub together or tangle up.

How do you use the personal information that I supply?
We will treat all your personal information as confidential (although we reserve the right to disclose it in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation in place. We confirm that any personal information which you provide to us (or which is available on public registers) and any user information from which we can identify you, is held in accordance to UK Data protections Law. We use your information only for the following purposes:
• Processing your orders, including despatch, payment and returns;
• To prevent or detect fraud or abuse of our website;
• To enable third parties to carry out technical, logistical or other functions on our behalf;
• For statistical or survey purposes to personalise and improve this website and its services to you;
• To administer this website;
• If you consent, to notify you of products or special offers that may be of interest to you.
You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or user Information, we are entitled to do so.

How do I unsubscribe myself from receiving the newsletter?
There is an unsubscribe button at the bottom of every newsletter we send you. You are welcome to subscribe to the newsletter again at any time.

What are cookies and how are they used on this site?
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
They contain no recognisable Personal Information. We use them to identify you as you travel around our site and to provide site usage information, which will further help us improve and develop the site and services we offer. You can accept all cookies, reject all cookies, or modify your browser to alert you of any new cookies. Cookies also protect the integrity of registered passwords and limit access to ‘paid for’ services.