About Zermatt
I have never made an online purchase before, how can I be sure Zermatt is reputable?
Zermatt is a company owned by Luxurytime South Africa (www.luxurytime.co.za) Luxurytime is one of the most respected names in the online industry selling high end watches and diamonds since 2002 our goal was - and is - to introduce a new and innovative ways for customers to purchase high quality jewelry in the privacy of their own home or office, and at their own pace. Research our history about us, you will find that by offering high quality jewelry, education, world class customer service, and compelling prices.
Why should I choose Zermatt over a local jeweler?
Quality: Our product assortment, aggressive pricing, credible reputation, and dedication to customer service are unparalleled. On top of that we offer an impressive 2000 loose and independently certified diamonds.
Is there a Zermatt store location I may visit?
Yes! While Zermatt primarily sells diamonds and fine jewelry online, we have a by appointment only office in Menlyn Corporate Park in Pretoria East, please come for a visit! Stop in or schedule a one-on-one appointment by emailing info@zermatt.co.za or calling 0129401057
Merchandise Returns
What is your return policy?
Your complete satisfaction with our product is guaranteed or items may be returned or exchanged within thirty days of receipt with a Return Merchandise Authorization. The customer only pays return shipping fees. Please note that to be eligible for return, items must be in their original purchase condition, include all product documentation, and shipped within 7 days.
What cannot be returned within 7 days?
Engraved jewelry items, other than rings, may not be returned. Diamonds purchased as part of our Zermatt Diamond Upgrade Program may not be returned for credit. All Zermatt engraved rings may be returned for credit, but the engraving fee will not be refunded. The removal of Zermatt engraving from any exchanged or resized ring is free with no additional engraving fee. Special orders are final sale and are not eligible for return.
Can I process the return online?
No , please call or email for assistance.
Can I return an item that was given to me as a gift?
Yes, Zermatt is happy to exchange it for merchandise credit within 7 days of purchase. Place the gift in its original packaging with the receipt (if available) and ship it either via FedEx (preferred) with our provided shipping label, or a carrier of your choosing. Your refund will be credited to you in the form of a Zermatt gift certificate.
Am I required to use Zermatt's return shipping method?
No. You may choose any carrier you prefer, but we highly recommend that you insure the shipment.
Do I pay the return shipping costs?
Yes. We deduct FedEx shipping costs from your refund credit on return.
How should I package my return for shipping?
Set up the Return Merchandise Authorization online (or by calling Zermatt), and we'll send you an e-mail that walks you through correct packaging procedures.
How long will it take Zermatt to process my merchandise return?
On the average, about 4-5 business days from the time we received your item, enter it into our system, and pass it along to our Quality Assurance department (roughly 24 hours, Monday-Friday). For returned items, please allow an additional 2-3 days before the outbound package is shipped.
Will Zermatt update me during the return process?
Yes. You'll receive an e-mail from us alerting you that your return has been received, then another one alerting you it's been passed along to our Quality Assurance department. For returned items, we'll send you an e-mail with a shipping confirmation no later than 9 P.M. (EST) on the day it ships.
Can I track the status of my return order?
Yes please call or email us.
Discounts
Why don't I see discounts on your loose diamonds?
We at Zermatt are committed to offering high-quality loose diamonds at the lowest prices available.
Shipping
How is my order packaged?
We ship using secure, non-descript packaging material. Inside, you'll see Zermatt's elegantly branded gift packaging - ideal for gifting or personal storage. See additional shipping options here
I'm giving this as a gift. What are my options as I place my order?
For that extra personal touch, we recommend personalized engraving. It's available on most of our rings and all engraving-friendly items. We also offer polishing cloths, our own professional jewelry cleaner, and complimentary gift cards (plain or customized). You may also request a gift receipt.
Can I track my order?
Yes. On the day of shipment we'll email you shipping confirmation that includes order-tracking information. You'll be kept informed of the transportation process at every step. You may also access shipping information by using the "Order Status" link, or here
Financing
Do you offer financing?
No.
Warranty
Do you offer a warranty on the jewelry I purchase from Zermatt?
Yes. In staying true to our high standards of customer satisfaction, we offer a Lifetime Warranty to protect against manufacturer defects in craftsmanship. The warranty does not include normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft.
How do I best care and maintain my new jewelry purchase?
We offer complimentary cleaning and product check-up (recommended every six months) as a well-advised preemptive measure against the possibility of stone loss or damage that occurs when prongs are bent, pulled, caught, or broken during normal wear. We only ask that you cover the shipping and insurance to safely transport the ring to our facility. And as a gesture of gratitude for choosing Zermatt, we'll cover the shipping back to you.
How can I safeguard my purchase against damage, theft, or a loss?
We recommend that you contact an independent insurer
Diamonds and Diamond Jewelry
My ring is defined as a "special order." Why am I asked to call Customer Service to complete the sale?
The ring you have chosen requires a longer lead time (4-6 weeks) and must be ordered specifically for you. These are often final sale items and prices can fluctuate depending on specific criteria required in order to customize the ring. Speak with a Zermatt Diamond or Jewelry consultant to get a quote within 2-5 business days (depending on the complexity of the order).
When is the best time to buy a diamond?
Diamond prices are determined by unpredictable fluctuations in the market which can happen at any time without warning. So, fiscally speaking, it's anyone's guess. But if you‘re currently in the market for a diamond, and you've chosen one but are reluctant to finalize the purchase, contact us within 72 hours and we'll lock in the price for you. However, in all fairness, we reserve the right to correct pricing errors if - and when - they occur.
Helpful hint: If you happen to find a diamond that is very similar to another (but priced lower) - and you wish to prevent a savvy visitor to our site who will identify it and purchase it quickly - we recommend that you ask us to place it on a 48-hour reserve.
Why do nearly identical diamonds differ in price?
We're constantly sourcing diamonds to offer the finest quality at the most competitive prices. In the industry, prices are based on suppliers' buying power and market conditions at the time of sourcing. We price our diamonds based on our cost, not the current market or solely by its quality and size. And regardless of how competitively a diamond is priced at Zermatt, we always pass the savings onto you.
Helpful hint: Select customers tend to quickly identify the best values of a seemingly identical diamond. So if you are interested in a diamond that appears to be of a higher value, call one of our diamond experts to review its characteristics. If the diamonds are virtually the same - yet one's value stands out from the other - they tend to sell fast. If you request additional time to decide, our diamond experts will grant you a (no-obligation) 24 or 48-hour hold on the diamond in question.
Are your ring settings available without a center stone?
Yes. Many of our ring settings are available for purchase, except those with integrated heads that secure the diamond such as Halo settings, bezel rings, three-stone rings and Monique Lhuillier. Please note: We do not size blank settings, and they can only be accepted for return within 30 days (in unaltered and in original condition). For additional information on which settings are available, contact a Zermatt representative.
What is your ring resize policy?
Free ring sizing available on all purchases.
Do you have a diamond price guarantee policy?
Yes. We have a buy back gaurantee when you upgrade the stone.