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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
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
Company replied
Company details
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
See how their reviews and ratings are sourced, scored, and moderated.
I find myself forced to make another…
I find myself forced to make another negative review, because after the first responses received by email, I no longer received any response from customer service. Order IT-47588. I still don't know when it will arrive, on the site it's still waiting for confirmation, 25 days have passed since the purchase!
17 July 2026
Unprompted review
Reply from Diamonds Factory
Hello Daniel,
Thank you for taking the time to leave a further review. We are sorry to hear concerning your experience. We can confirm that you have been provided update concerning this.
As we are a made to order business, we always recommend allowing for the maximum lead time which can be up to 4 working weeks. Although orders may be produced sooner, there are outside factors that can affect the delivery time which are out of our control.
Kindest Regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Jacqueline,
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 helpful stuff and good quality…
Very helpful stuff and good quality products highly recommended
3 July 2026
Reply from Diamonds Factory
Hello Mr. Corfu,
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
Absolutely blown away by my beautiful…
Absolutely blown away by my beautiful ring.
Over the moon with the lab grown diamonds, so very sparkly and the fit, the setting, the shape is all absolutely perfect. I was apprehensive about ordering a wedding ring online but I would not hesitate to recommend Diamonds Factory in the future. The process was seamless and the result is breathtaking ❤️💍
10 July 2026
Reply from Diamonds Factory
Hello Jill,
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 Stella,
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
We went into Diamonds Factory in Hatton…
We went into Diamonds Factory in Hatton Garden without an appointment but Mahel Patel made us feel very welcome and comfortable. He was very knowledgeable and advised us what to go for. We're delighted with the diamond earrings we bought and were kept up to date by email throughout the whole process. Can highly recommend.
8 July 2026
Reply from Diamonds Factory
Hello Hazel,
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, especially Mahel!
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
Product was great / communication & deliver time was poor
Product was great, poor communication and delivery timeline.
1 July 2026
Reply from Diamonds Factory
Hello Sandra,
Thank you for taking the time to leave a review. We're pleased to hear that you're happy with your jewellery, but we're sorry that the communication and delivery times did not meet your expectations.
As we are a made to order business, our items can take up to 4 working weeks. Although orders may be produced sooner, there are outside factors that can affect the delivery time hence why we recommend allowing for the maximum lead time.
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 remain at your disposal.
Thank you again,
The Diamonds Factory Team
Recommend
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 each stage of their process. Delivery was prompt and efficient. I now own a 2 1/2 caret diamond ring which is simply beautiful with great savings by going direct.
1 July 2026
Reply from Diamonds Factory
Hello Lesley,
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 Saleema,
Thank you for taking the time to leave a review. We're sorry to hear that the ring you ordered did not meet your expectations
We appreciate your feedback and understand how disappointing this must have been. A member of our team have reached out via email - hopefully they can help with your issues?
Kindest Regards,
The Diamonds Factory Team
Brilliant customer services
Brilliant customer services , made me feel very welcoming and they was also very helpful.
Highly recommend
29 June 2026
Reply from Diamonds Factory
Hello Lewis,
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
Good website with clear pricing
Good website with clear pricing. And local in person support in convenient, central location.
Flexible arrangements to suit individual preferences
6 July 2026
Reply from Diamonds Factory
Hello Phil,
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
Ordered a diamond eternity ring online
Ordered a diamond eternity ring online. Very easy process. Made my choices of stones, colour, clarity etc. Ordering online i was a little concerned as you cant see them , however, i needn't have worried i am over the moon with the finished item i have received its perfect and beautiful. Customer service kept me up to date with the different stages by email and it even came a little earlier than estimated time initially given. I would certainly order from Diamond Factory again without hesitation. If you are looking for something in the jewellry line then give this company a try, you won't be dissapointed. I am one happy first time customer. Thank you so much.
8 July 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
Got the order to me on time even though…
Got the order to me on time even though they had to remake the ring, brilliant service thank you
26 June 2026
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
Staff very friendly and helpful.
28 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
Pretty shiny things
Whilst not the only lower-priced jewellery retailer and manufacturer, I found to be very good value for similar precious metal and genuine lab-created diamond jewellery* (as opposed to the many 'manufactured diamond-like gems' promotions online) - especially if compared to high-street jewellers.
Good communication, shipping/packaging and I was happy with the final product.
(*There is a caveat of course - I've not had the jewellery independently verified and so have to put trust in the supplier and certification provided, that the gems are indeed of the size and quality/grade described, and the ring is 100% platinum... but have no reason at present to doubt they are not)
7 May 2026
Reply from Diamonds Factory
Hello Greg,
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 I’m getting bothered by Klarna about…
I I’m getting bothered by Klarna about a bill that I am not paying because I never received my product
3 May 2026
Reply from Diamonds Factory
Hello Daniel,
Thank you for taking the time to leave your review. We are sorry to hear concerning you receiving your item. We can confirm we have responded via email concerning this to investigate further.
Kindest Regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Terry,
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
We had 2 wedding rings made to order
We had 2 wedding rings made to order , there were some slight changes from the original order but the communication was very poor throughout the whole process, on the day of picking them up we still didn’t know if we were going to get what we ordered, I would not use them again.
6 July 2026
Reply from Diamonds Factory
Hello Martin,
Thank you for taking the time to leave your review. We are sorry to hear your experience concerning communication.
Kindest Regards,
The Diamonds Factory Team
Delighted
Item arrived sooner than expected. We were emailed with up to date progress. It was beautifully presented with gift bag included. Excellent service and delighted with the item purchased.
4 July 2026
Reply from Diamonds Factory
Hello Julie,
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
Excellent product
Excellent product. Excellent communication and customer service. Prompt delivery.
19 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.