FAQ

The Belgium Diamond House is a physical store in Hong Kong – not an online store floating in the mystery of cyberspace. We employ highly trained Gemologists and Jewellery Consultants who provide a renowned level of service in the jewellery scene. If you are uncertain of our repute, simply come down to the store and allow one of our staff to walk you through just how high quality we are.

Our head office is located in Antwerp, Belgium where all our jewellery is designed. This is also where we source our diamonds, through diamond brokers who trade at the Antwerp Diamond Exchange to ensure the highest quality stones.

Our products are then made in small quantities in Hong Kong according to the designs sent from our head office. These are displayed in the retail store in Hong Kong's busiest shopping paradise, Causeway Bay. Every day our retail store sees a flood of customers from all over the world, seeking not only our exceptional jewellery designs, but also to experience our world famous jewellery service.

We pride ourselves on being a strongly retail-based jewellery company, but we also do not want to deny the rest of the world the unique kind of jewellery that we provide. Enquiries coming in from all over the world have prompted us to find ways to allow people to purchase our products without having to come in to the store. Unwilling to compromise on the quality of our service, we have been cautious in implementing ordering of our products online – we refuse to start using automated payment systems. We follow a very personalized, human process using email and messaging apps to ensure we maintain our standards even with purely digital purchases.

Our quality is not simply something we talk about – it has been recognized with numerous awards, including the Darizi award for the The Most Popular International Wedding band, as well as the Wedding Award from the Wedding Magazine.

We are a small company, and that is why you can be assured our designs are truly special and you will find no comparison anywhere else in the world. We are not a commercial jewellery provider – we are artisans who craft true masterpieces in wearable accessories.
Most of our products are made in 18K (Au 750) karat gold and set with genuine, painstakingly sourced diamonds that are graded by our company's GIA gemologists.

While we do not provide grading reports for the smaller diamonds we use, we assure you they are of G-H in colour and approximately Vs2 in clarity, with very insignificant variance in quality.

Our larger diamonds, approaching 1 carat and above per piece, all come with well-recognised GIA Diamond Grading Reports. Almost all of our 18K carat gold jewellery are white in colour, but we are able to produce yellow or rose 18K gold upon special request.
There are three ways for you to purchase.

The first is the most recommended – visiting the store. The shopping experience at the Belgium Diamond House knows no rival. Our Gemologists and Jewellery Consultants are on hand to ensure your selection of unique jewellery is entirely informed and indulgent. In store, we accept Cash, Visa, MasterCard, UnionPay and American Express.

The next option is to make an online order. We specifically do not have an automated system online, as we require our customers to discuss their designs first in order to maintain our high standards of quality and satisfaction. However, you can make enquiries about the products you like online and a Jewellery Consultant will be allocated to you to be in touch and to help you make your purchase online. Our artwork is free to deliver to over 40 destinations worldwide, and we accept payments by PayPal, Alipay and Bank Transfer.

The final option is to order online and then collect your piece at the store. This allows you to browse the items online and then come in to get the best of both worlds.
It is actually a very simple process:

1) Browse our website until you find a model you would like to buy.

2) If you are local, you can call us at 2369 1199 during business hours. Otherwise, you can contact us using the "Enquiry" box that is on every product page to send us your request and ask any questions. Our Customer Service team will help refer your message to a Jewellery Consultant who works at the retail store. This person will be your point of contact and assist with all aspects of your order.

3) Once we have confirmed all the details of your order(s), our Jewellery Consultant will email you directly an official Order Deposit Form for you to submit a minimum 50% deposit. This will confirm your order.

4) Production of your item will commence immediately on the same day as your deposit is received.

5) When your order is complete and ready to be sent to you, we will notify you by email with multiple pictures of your actual product. You can then view the product and confirm you are happy with the design.

6) After we receive your acceptance of the quality, we will send you the final invoice by email so you can settle the balance of the payment, if required.

7) Upon receipt of your final payment, we will send your order to the address you provided when ordering. Our deliveries are free to 40 destinations worldwide.
If you are paying at our Retail Store in person, you can pay by Cash, Visa, MasterCard, American Express or UnionPay.

If you cannot come to our Retail Store in person, you can pay by PayPal, AliPay or direct bank-to-bank transfer.

For PayPal, please send payments to: hk@belgiumdh.com
For AliPay, please use: cf@belgiumdh.com
For Bank Transfer (only accepted in USD or HKD), please send your payment to:
Hang Seng Bank Ltd.
Bank Address: No. 83 Des Voeux Road, Central, Hong Kong
Bank Code: 024
Swift Code: HASEHKHH
Account Number: 024-295-571855-883
Account Name: Belgium Diamond House
Absolutely yes, we offer a compelling financing option. By using VISA or MASTER card installment plans from Hang Seng Bank Hong Kong and HSBC Hong Kong, you can enjoy an interest-free monthly installments of up to 12 months with no additional cost, giving you the flexibility to pay over time. We are always more than happy to assist you and give you more details.
We cannot more highly recommend coming in to the shop and experiencing our renowned service first-hand. It is the absolute best way to ensure your product is exactly right. We are quite consciously not a virtual store in order to maintain this level of service and quality. Our physical store is in the heart of Hong Kong, with professional Jewellery Consultants meeting customers and facilitating perfectly fitting purchases every day.

However, if you really cannot make a personal visit for any reason, we do have a digital solution for helping you make your decision. We utilise new, popular mobile apps such as WeChat and Whatsapp in order to have direct, real-time conversations with you about your orders. We readily send through photos so you can view the products, and our Jewellery Consultants will even model them for you to show you what they will look like on the body.

We pride ourselves on coming up with creative ways to translate the exceptional Belgium Diamond House experience to the online world. It will never be quite as effective as a physical visit, but we are determined to never provide a watered-down, automated experience to our customers, no matter where in the world they reside.
Yes! We provide free delivery to 40 countries around the world, including most cities in China. We will still contact you and go through a process of selection before you purchase in order to ensure you are still receiving our exceptional service. Once your decision has been made, payment is made either by bank transfer to our bank account in Hong Kong or via Alipay. Please see our other FAQs above for details on the purchasing process, or contact us directly via email or Wechat.
Yes, as with the answer to our previous FAQ question, we provide free delivery to 40 countries around the world. This includes the USA, UK, most countries in Europe, Australia, New Zealand, Japan, Malaysia, Singapore and many more. If you are in doubt, please contact us and we will clarify if we can deliver to you or not.
No, we purposely do not allow any orders through an automated process. We maintain an exceptional level of quality and customer satisfaction. To achieve this, we always engage in one-to-one communication with our customers before they make any payments. We ensure they are getting the correct advice and service so that the piece they purchase is absolutely ideal for them.

Belgium Diamond House is not your average jewellery store. We are a house of artisans who craft each piece as an object of art rather than a series of commercial merchandise. This attitude is especially important when it comes to rings. Every person's finger is completely unique so the vast majority of our rings are custom-made to be the perfect size for the particular wearer.

Even though there is no automated system, you are still able to order a product online by simply getting in touch with us using any of the Enquiry boxes on the site.
Absolutely not. The Belgium Diamond House is not a commercial jewellery 'shop' which sells products as is. Each item is an art piece, custom designed for the particular wearer of the item.

The only items we keep are the samples to be displayed in our retail store in Hong Kong. These are purely for display and for customers to try on only. We do not sell these.

If you would like to purchase any of our products, please either come into the store or get in touch with us in the Enquiry section of our website, or directly at inquiry@belgiumdh.com.
The short answer is that it depends on your item. The production of each piece of jewellery from Belgium Diamond House is as specific and complex as the crafting of a violin in Cremona Italy – it takes time to create perfection, but it is worth the wait.

Currently, our customers from around the world have waited from around 1 month to 3 months for their pieces to be completed.
We normally do not provide updates during the production process, as long as all the necessary details and specifications were included in the initial order. We will only ever contact you if we need further information, otherwise the only time we will notify you is when the product has been completed.

However, you are always welcome to get in touch with us to request information about your order, which we will be happy to provide.
Beside any image on our site, you can download a free "Ring Size Guide". We have compiled this easy-to-use guide with clear instructions so that anyone can determine their own ring size.

However, if you have never bought a ring before, we highly recommend that you pay a visit to our retail store. Our Jewellery Consultants will guide you through the process and ensure that you get the exact correct ring size. Alternatively, you can visit any jewellery store near you and ask them to help you take a measurement.

As with any part of the body, your finger is subject to slight variations in size. This can occur because of body temperature, room temperature, time of day, or changes in body weight. We always recommend that you order a ring that is very slightly larger than the size you are measured. A ring larger than your finger can be easily adjusted with a small piece of tape, or can be worn on adjacent, larger fingers. If a ring is too small, however, it is far more difficult to find a way to wear it.
Product prices displayed are exclusive of all duties and taxes. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.

For further details, please contact your local customs office.
We have different policies with regards to Return and Exchange for purchases made in-store and for purchases made online.

For Purchases Made In-Store
In general, we do not accept returns or exchange if you made your purchase in-store.

All goods must be carefully inspected yourself upon collection of your order(s). Our staff are always available to assist you in using gemological instruments such as microscopes, precision electronic weight balances, and gemological grade 10x loupes in order to inspect the quality of your jewellery.

Upon acceptance of your goods, you must sign on the official invoice as evidence of your acceptance of the quality. Once this has been signed, we will not accept any returns or exchanges.

For Purchases Made through Online Ordering
For customers who live outside Hong Kong and cannot visit our Retail Store in person to inspect the final products and rely on our world-wide free delivery, we appreciate your trust. Your complete satisfaction is our priority, so if you require a return or exchange for any reason, we do offer a 7-day return or exchange policy for items in the "Original Purchase Condition"

“Original Purchase Condition” means that the merchandise is:
(1.) still in its original packaging with all the certificates, warranties, authenticity cards, and the original invoice intact;
(2.) unworn, unused, unaltered and in the condition originally sold; and
(3.) not damaged in any way.

Exclusions
Please note that some items cannot be returned due to their product nature. These “Excluded Items” include:
(1) Engraved products; and
(2) Custom-made products such as rings that are made to customer’s finger size.

Return or exchange of excluded items may be accepted in rare cases at the discretion of Belgium Diamond House. This is considered on a case-by-case basis.

Sending goods to us
For items purchased online which you believe are eligible for return based on our policy above, please first contact us at inquiry@belgiumdh.com with the details of the product and the reason for requesting a return.

Once we give you confirmation, you can send your item to our retail shop in Hong Kong in “Original Purchase Condition” within 7 days of its delivery to you at your own cost (including any shipping fees, taxes and duties). For customers in China, please do not send directly to Hong Kong. We will instead have a Collection Centre located in Shenzhen for you to send it to.

Unidentified returns of products may be returned to the sender. Please do not send back your product prior to communicating with us.

Upon receipt of the returned product, our team will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price using the original method of payment.

Receiving a Refund
Once we have accepted your returned merchandise and accepted that you are entitled to a refund, we shall refund the amount you paid.

Credit card and PayPal purchases will be refunded against the credit card or account used for the purchase within reasonable processing time.

Non-Refundable items
Please note that special handling fees and taxes or duties paid or payable by you at the time of the purchases are non-refundable. However, you may be able to claim local taxes or customs charges back directly from your local custom office.
To keep your jewellery piece as immaculate as when you first laid eyes on it, we recommend regular inspection and cleaning. These services are available at our store, regardless of where you made the purchase from. There, your item will be carefully evaluated by our in-shop gemologists before any after-sales service is carried out.

Upon presentation of the original invoice, you may enjoy:

- Complimentary jewellery inspection and cleaning
- Resizing
- Engraving
- Refinishing
- Repairing