FAQ
Customer Care
Contact Us
FAQs
- General Information
- Ordering Process
- Payment Information, Duties and Taxes
- Collection & Shipping Information
- Returns, Refunds, Cancellations and Warranties
- Diamond Information & Ethics
- Personalisation, Maintenance & Resizing
FAQs
General Information
Yes all our shipments are fully insured and tracked.
Yes – customers get a 1.5% discount for bank transfers off the website prices – the discount will be applied on the final part of the payment – not the deposit, so pay the deposit using your card and click the bank transfer option for final payment at checkout.
Whatsapp - +971 52 360 6874
Email – info@fergusjames.com
Instagram – Fergus James Diamonds
Location – Fergus James Dubai HQ
Typically between 4-14 days depending upon the design.
Rings can be fast tracked if the order is urgent. If you wish to fast track your order please contact the sales team on either through WhatsApp +971 52 360 6874 or email us at info@fergusjames.com and we'd be happy to help!
30 day returns
Diamond quality guarantee
Lifetime warranty
Aftercare services in Dubai (UAE), London (UK), Dublin (Ireland), Brisbane (Australia) and New York (USA)
Price match guarantee – if you find the same diamond for less we’ll beat the price by 1%
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
Yes – please contact us on
Yes – please contact the team to book and appointment.
Whatsapp : +971 52 360 6874
Email:
Come in and see us!
Rings can be fast tracked if the order is urgent.
For fast tracking please contact the sales team via WhatsApp +971 52 360 6874 or drop us an email on
No – we’ll do everything we can to get the ring to you as fast as we can.
Typically between 4-14 days depending upon the design.
Rings can be fast tracked if the order is urgent. If you wish to fast track your order please contact the sales team on either through WhatsApp +971 52 360 6874 or email us at
No – we have a huge amount of experience in accurately predicting ring sizes just from a picture of your partners hand – if you need support please contact us on +971 52 360 6874 or send us an email at info@fergusjames.com
Updates will be available on your profile once you’ve placed the order – you can also contact your sales consultant for updates, or send us an email
The moment the ring is finished we’ll send you images and videos prior to collection/shipping.
Step 1 – Select your ring style
Step 2 – Select your diamond
Step 3 – Customize you order (if required)
Step 4 – Pay 25% deposit to secure the order
Step 5 – Wait a few days whilst Fergus James works his magic
Step 6 – Collect from our head office or have the ring delivered to your doorstep
Step 7 – Ask her to marry you
Step 8 – She says YES!
Payment Information, Duties and Taxes
We accept Visa, Mastercard, Amex and Paypal – a small premium is charged for Amex and Paypal payments as their transaction rates are really high.
Payments must be made in AED to our bank account:
Company name: Diamond Rocks Trading DMCC
Bank: Dubai Islamic Bank
IBAN: AE020240089520211436801
Account number: 089520211436801
Swift Code: DUIBAEAD
Please message us is you have any further questions regarding payment.
Sales taxes and duties are added at the checkout stage – the taxes and duties vary depending on your shipping destination or shipping point – 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 25% 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
All of our shipping parcels are unbranded from the outside). When we ship a product, the parcel will always be covered by a DHL bag so no-one will ever be able to guess what is inside.
Yes, all shipments are tracked with our shipping partner DHL.
For all orders over $1,500, international shipping is included.
Rings can be collected from our Dubai HQ office located at office 11F, floor 11, Almas Tower, Jumeirah Lakes Towers!
If we are shipping the ring we deliver door to door, fully insured.
Get in touch to book your appointment!
Fergus James ship internationally using DHL Express (Fully Tracked and Insured)
There are few execptions to this due to DHL not shipping for security reasons.
Please message us is you have any further questions regarding shipping.
Returns, Refunds, Cancellations and Warranties
Yes you can – once you are sure you want to cancel the order we would ask you to contact your sales consultant or email us at
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. If the product is no longer available, Fergus James may replace it with like-for-like or give a refund equal to the selling price of the original item or component.
If we determine that the damage is not caused by a manufacturing defect, then we will notify you of repair services available.
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. Damage or loss that results from failure to obtain repairs necessary to maintain the integrity of the product are also not covered. The current Manufacturer Warranty is available only to the person who purchased the covered product from Fergus James.
Maintenance, repair, sizing or other service performed by someone other than Fergus James will void your Manufacturer Warranty.
Some examples of common jewellery issues that would not be considered manufacturing defects include:
1. Discoloration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.
2. Prongs and precious metals, in general, wear over time and may require “building up” or restoration work as normal wear.
3. Bent, caught or worn-out prongs(s) allowing a stone to fall out or be lost due to normal wear or other damage.
4. Lost stone or a stone has fallen out due to chipping or breaking caused by normal wear or other damage.
5. Dents, knicks and scratches are inevitable and are not considered a defect
6. Rings that have been damaged or misshapen as a result of “hands-on” activities, such as weightlifting, rock climbing, gardening, DIY etc. This includes cases where damage results in loss of stones.
Yes, we offer complimentary aftercare services in our main office in Dubai (UAE). We recommend having your diamond ring cleaned and inspected twice a year or in the event of trauma. Inspections may help prevent the loss of a stone and extend the life of your jewellery. This cleaning and inspection service is free of charge to Fergus James customers for their Fergus James crafted rings. The customer only pays for shipping, and Fergus James pays for return shipping. If required. repairs to your ring mounting can also be done at this time, at cost.
Some examples of Fergus James’ Complimentary Services would include:
· Prong Tightening
· Polish & Cleaning
· General Ring Inspection
· Rhodium Coating
We also have aftercare centers in London (UK), Dublin (Ireland), Brisbane (Australia) and New York (USA).
Please message us is you have any further questions regarding aftercare service.
Please contact your sales consultant directly or email us at
We offer customers piece of mind by allowing them to return their product within 30 days of their order being delivered.
If a customer wants to return an item, Fergus James will issue you with a refund, unless you have been notified otherwise by your consultant prior to your purchase.
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. The item must also have all accompanying documents (GIA certificate). Unfortunately any items that do not have any of the above will not be accepted as a return.
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. We are not liable for duties and taxes from outside countries.
See our full Returns Policy for all terms and conditions of purchase.
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 customerUnfortunately any items that do not have any of the above will not be accepted as a return.
If the product is above $10,000, you must get written permission from Fergus James for the 30 day refund to be applicable.
Fergus James offers all clients free shipping with orders, but we require our customers to cover the cost of the shipping when returning an item to us.
See our full Returns Policy for all terms and conditions of purchase.
Diamond Information & Ethics
To ensure zero risk for all our customers every single diamond that we select, or you order, goes through a thorough inspection process before we confirm the diamond. If it doesn’t match our sparkle and clarity requirements, that ensure the diamond looks amazing, we reject the diamond and offer a 100% refund or find you something else that is either equal or better than the initial option.
Please visit our Education section , Youtube channel or contact us for a personal consultation on +971 52 360 6874 or send us an email at
30 day returns
Diamond quality guarantee
Lifetime warranty
Aftercare services in Dubai (UAE), London (UK), Dublin (Ireland), Brisbane (Australia) and New York (USA)
Price match guarantee – if you find the same diamond on our website for less we’ll beat the price by 1%
Fergus James diamonds are 100% conflict free and in compliance with the United Nations Kimberly process – Our diamonds are purchased through De Beers and Al Rosa sightholders so come from the following Countries – South Africa, Botswana and Angola. De Beers and Alrosa supply many established brands such as Cartier and Harry Winston.
GIA are the world's leading diamond grading laboratory and have the strictest and most consistent diamond grading standards – other laboratories over grade diamonds so the certificates do not necessarily accurately represent the true properties of the diamond. For this reason Fergus James only sells natural GIA certified diamonds.
Jewellery Information - Maintenance - Resizing
Yes, no problem at all – please discuss with your sales consultant or email us on
Yes! – Anything that is used on a regular basis 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 rings and 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 (ideally plastic)
Add liquid soft hand soap directly to the piece – do NOT use bleaches, vinegar, clothes/dishwasher detergents
Add hot water (hot to 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 hair dryer
When your ring is scratched (metal scratches easily so this will happen) only a professional polish will remove the scratches.
Fergus James offers one complimentary resizing in the following countries:
Head Office – Dubai - UAE
Aftercare workshop – London - UK
Aftercare workshop – New York - USA
Aftercare workshop – Dublin - Ireland
Aftercare workshop – Brisbane - Australia
Complimentary resizing only valid for 6 months after purchase. After 6 months, the customer is required to cover any costs.
We recommend using our trusted Fergus James aftercare workshops.
We offer 18k White, Yellow & Rose Gold as well as Platinum for all our jewellery.
For advice on which metal we recommend, contact the Fergus James team.
