Frequently Asked Questions
General Information
Yes - all our shipments are fully insured and trackable until they reach your doorstep.
Yes – customers receive a 1.5% discount on bank transfers from the website prices. To avail this discount, please get in touch with us on WhatsApp, and we will manually process your discount.
- Whatsapp - +971 52 360 6874
- Email – info@fergusjames.com
- Instagram – @fergusjamesdiamonds
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Location –
Fergus James
Office 3107, Floor 31
Mazaya Business Avenue - Tower AA1
Jumeirah Lakes Towers
Dubai, UAE
Typically between 7–14 days or up to 21 days during peak times. Rings can be fast-tracked if the order is urgent. If you wish to fast-track your order, please WhatsApp +971 52 360 6874 and we'd be happy to help!
- Diamond quality & certification guarantee
- Premium ring quality guarantee
- 100% honest and transparent advice
- Lifetime warranty of manufacturing defects
- Complimentary ring sizing
- Worldwide aftercare services in Dubai (UAE), London (UK), Dublin (Ireland), Brisbane (Australia) and New York (USA)
With his father a geologist, from a very young age, Fergus gained a deep appreciation of the natural processes that combine to create beautiful diamonds and rare gemstones. With a vision to bring high-quality, ethical diamonds, with stunning bespoke jewellery, to customers across the world, Fergus established Fergus James.
Ordering Process
- Reach out to us via WhatsApp (recommended)
- Your diamond curator will help guide you to the best value diamond for your budget - we require a 20% deposit to confirm the order
- Once your deposit is paid, your diamond curator will finalise the ring design by sending CAD drawings - you can change this as many times as you like until you are 100% happy with the ring design
- Once the diamond and ring design are confirmed, we will go ahead and make the ring
- You will receive a video of the ring via WhatsApp
- You collect in store or we ship via DHL Express - the remaining 80% payment must be made at collection or prior to shipping.
- Once your ring has been completed, it must be collected or fully paid for within 4 months of the order confirmation date, unless an alternative arrangement has been agreed with your diamond specialist.
- Yes – please contact us on WhatsApp +971 52 360 6874 to book an appointment.
- Yes - orders can be fast-tracked if urgent. Please let our team know as soon as possible that you have an urgent deadline, and we will do our best to deliver on time.
No – we'll do everything we can to get your order to you as fast as we can.
- Updates will be available on your profile once you've placed the order, or you can contact your sales consultant for updates
- The moment your order is finished, we'll send you a video via WhatsApp prior to collection/shipping.
Payment Information, Duties and Taxes
- Visa, Mastercard, Amex (In-store & payment links)
- Bank Transfer
- Paypal
- Tabby (up to 6000 AED)
- Crypto Payments via Triple A
Sales taxes and duties are added at the checkout – the taxes and duties vary depending on your shipping destination – if the sales tax is not added at checkout, then you'll need to pay DHL prior to them delivering the goods.
No – we only require a 20% deposit for you to secure the order – we trust that you're serious about your selection! Full payment is required within 3 months of order confirmation unless agreed otherwise - if full payment is not paid within 3 months, Fergus James reserves the right to cancel the order & hold the deposit.
Collection & Shipping Information
- UAE - next day delivery
- GCC - 2-3 days delivery
- Europe - 2-5 days
- US/Australia - 5-10 days
There are rarely any delays at customs, which Fergus James has no control over. We always try our best to get shipments delivered ASAP.
No - the price you receive from your sales consultant is the final price, you will not have to pay anything extra on delivery.
Yes - all shipments are tracked with DHL Express.
For all orders over $1,500, shipping is included.
Orders can be collected from our design studio: Fergus James
Office 3107, Floor 31
Mazaya Business Avenue - Tower AA1
Jumeirah Lakes Towers
Dubai
Office 3107, Floor 31
Mazaya Business Avenue - Tower AA1
Jumeirah Lakes Towers
Dubai
Fergus James ships internationally using DHL Express (Fully Tracked and Insured). There are a few exceptions to this due to DHL not shipping for security reasons.
Returns, Refunds, Cancellations and Warranties
Yes - if you wish to cancel your order, please contact your sales consultant directly, email us at
info@fergusjames.com, or submit a request through our
Returns & Cancellations page.
Simply provide your order number, email address, phone number, and a short message so our team can assist you promptly.
Once your cancellation is confirmed, your refund will be processed within 5–10 working days.
- At Fergus James, we are confident in our products and warrant that all items will be free from manufacturing defects for the life of the products. If you believe your item has a manufacturing defect, you may return it to us for inspection. If we determine your product is damaged due to a manufacturing defect, we will repair the product or, if we deem appropriate, replace the product.
- Please note that slight irregularities and variations in craftsmanship, natural characteristics or internal inclusions, visible or otherwise, in coloured gemstones are unique and individual to each item. These characteristics are considered as part of the character of the item and should not be considered a defect.
- Fine jewellery is not impervious to normal wear, activities or trauma. This is particularly true for rings since hands are regularly subjected to considerable abuse. We do not provide warranties for damage due to normal wear, product loss, loss of stones or theft.
Yes, we offer complimentary aftercare services in our main design studio in Dubai (UAE). We recommend having your diamond ring cleaned and inspected once per year or in the event of trauma.
Some examples of Fergus James' Complimentary Services would include:
- Resizing
- Prong Tightening
- Polish & Cleaning
- General Ring Inspection
- Rhodium Coating
For peace of mind, we also have aftercare workshops in London (UK), Dublin (Ireland), Brisbane (Australia) and New York (USA), which will offer one free resize within 3 months of delivery.
To arrange a return, please contact your sales consultant directly, email us at
info@fergusjames.com, or visit our
Returns & Cancellations page and complete the returns form.
Kindly include:
- Your order number
- Email address
- Phone number
- Reason for return
Once submitted, our team will carefully review your request and contact you with the next steps to ensure a smooth and seamless process.
- We offer customers piece of mind by allowing them to return their product within 30 days of their order being delivered.
- To qualify for returns, Fergus James must receive the returned item no later than 30 days after the collection/shipping date. The item must be unworn and in its perfect original condition without any damage.
- Fergus James offers all clients free shipping with orders, we require our customers to cover the cost of the shipping when returning an item to us.
The refund will take between 5 – 10 working days.
- The item must be unworn and undamaged.
- The item must be a natural white diamond (No refunds on lab-grown diamonds, coloured diamonds or gemstone jewellery unless agreed prior)
- The item must have all accompanying documentation (GIA certificate etc.)
- The item must be received within 30 days of the collection/shipping date.
- Item must be below $10,000.
- Item must be a design from our website and not a custom design signed off by the customer
Diamond Information & Ethics
To ensure zero risk for all our customers, every single diamond that we select, or that you order, goes through a thorough inspection process before we confirm the diamond. If it doesn't match our sparkle and clarity requirements, which ensure the diamond looks amazing, we reject the diamond and offer a 100% refund or find you something else that is either equal to or better than the initial option.
- Lifetime warranty of manufacturing defects
- Diamond quality & certification guarantee
- Premium ring quality guarantee
- 100% honest and transparent advice
- Complimentary ring sizing
Fergus James diamonds are 100% conflict free and in compliance with the United Nations Kimberley Process. Our diamonds are purchased through De Beers and Al Rosa sightholders, so they come from the following countries: South Africa, Botswana and Angola. De Beers and Alrosa supply many established brands such as Cartier and Harry Winston.
- Natural diamonds - typically GIA
- Lab-Grown Diamonds - typically IGI
Certification only comes with diamonds 0.3ct or above - certification is relatively expensive, so it does not come with diamonds smaller than 0.3ct. Should you wish for this to be done, you can do so independently or at an extra cost.
Personalisation, Maintenance and Resizing
Yes – we offer complimentary engravings of all languages, numbers and symbols.
Yes! – anything that is used regularly is subject to natural wear and tear, so needs to be looked after properly. For the warranty to apply, you need to maintain your jewellery once a year professionally. White gold jewellery needs to be recoated with rhodium once every 12-36 months, depending upon wear and tear.
Cleaning your jewellery at home is really easy and should be done once a week to keep your diamond sparkling! It can be done in 7 simple steps:
- Place your jewellery in a small bowl
- Add liquid soft hand soap directly to the piece – DO NOT use bleaches, clothes/dishwasher detergents
- Add hot water (hot to the touch but not boiling) to the bowl
- Leave to soak for 5 minutes
- Gently brush with an old toothbrush
- Rinse in warm water
- Dry with a microfiber cloth
If your ring is scratched (metal scratches easily, so this will happen), only a professional polish will remove the scratches, so bring it into our design studio and we’ll get this polished out for you.
We can typically resize within 2-3 EU sizes, depending on the ring style; outside of this, a remake is required. Full eternities cannot be resized and will need to be remade at the cost of the customer.
Fergus James offers one complimentary resizing in the following locations:
- Head Office – Dubai, UAE
- Aftercare workshop – London, UK
- Aftercare workshop – New York, USA
- Aftercare workshop – Dublin, Ireland
- Aftercare workshop – Brisbane, Australia