• Direct to diamantaires

  • Amazing value

  • 100% Ethically sourced

  • Diamond expert guidance

How can we help you

Search our knowledge base for answers to common questions.

Frequently Asked Questions

About us

What is Woodeex's main mission?

Woodeex is on a mission to make diamonds accessible and affordable to everyone by creating a more transparent, educational and direct market.

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Are you from the diamond industry?

Woodeex's founder is himself a diamond dealer, and a member of the two main diamond exchanges.

The Woodeex marketplace is trusted by the professional diamond trade and the world diamond organizations.

Woodeex is the online diamond expert, and not an online jeweller. We are the first online diamond exchange to bring together diamond dealers from the world's four leading diamond exchanges, who make their stocks available to you.

Our concept is to simplify the purchase of a diamond through our various services (the leading diamond dealers, the best market prices, diamond expert customer service, online guides and advices, and smart tools).

Why are your prices so attractive?

No middleman, no mark-ups. Woodeex enables consumers to buy their diamonds directly from the source.
Our disruptive business model allows buying at the most upstream of the value chain of the global diamond industry.

The absence of intermediaries constitutes the guaranties to benefit from the lowest prices in the market.

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Do you have also retail stores?

We mostly operate online, which allows us to cut overhead costs and focus exclusively on quality and service. This all means that you receive a high quality product at a much better price than you would at your local jewelry store.

How do you practice sustainability as a marketplace?

We created Woodeex to bring in a new way of purchasing diamonds, while addressing the challenges of transparency and traceability.

We have focused all of our efforts on being consistent with our values and your expectations. From the beginning, we have, at the heart of our concerns, placed the importance of making this market more transparent to the consumer, both in terms of information and provenance, as well as with the quality and price.

When buying a diamond from Woodeex, our customer knows that it has been obtained in compliance with the strictest standards, in terms of quality, but also transparency, traceability and ethics.

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Why your proposal is so disruptive?

More than selling diamonds, Woodeex opens the door to a secret world usually closed to non-professionals, by giving you access to its exclusive network of professional diamond dealers from the world’s largest diamond exchanges located in Antwerp, Mumbai, Ramat Gan, and New York.

Our disruptive business model allows buying at the most upstream of the value chain of the global diamond industry.

Learn more

Diamonds and Sellers

Where do Woodeex diamonds come from?

The diamonds are supplied directly from the source, i.e. the diamond dealers located at the world's diamond exchanges.

In the past, rough diamonds were negotiated and purchased from mining groups, then transported and polished before being delivered directly to our customers.

Learn more

Can I buy a setting or a diamond separately?

Yes, you can buy the diamond and the setting separately. You can also buy just the diamond without the setting, but not to buy just the setting. We do not sell or create settings unless the customer is also purchasing a center stone from Woodeex.

We are first and foremost a diamond marketplace, and diamonds are our core business. However, the setting remains an option.

How can I make sure the diamonds I receive are the diamonds I ordered?

Each loose diamond we ship comes with an independent lab report from GIA, HRD, or IGI. This report is available for inspection by a certified gemologist and can be used to compare it to the distinctive features of your specific diamond.

Moreover, each diamond is unique and has a number which is mentioned on its certificate. In most cases, this number is inscribed on the diamond’s girdle (the outline), which attests to the good correspondence between the stone and the certificate and gives you a double guarantee of conformity.

What kind of jewelry can i create with your smaller diamonds?

Woodeex offers you a unique purchase service of smaller diamonds that will allow you to create many models of jewels yourself; Wedding bands, Tennis bracelets, earrings, pendants, and many other models.

They are available in 6 different shapes, Round, Princess, Pear, Emerald, Oval and Marquise.

See our small melee diamonds

How often do you add diamonds to your inventory?

We add new diamonds to our inventory on a daily basis.

How do I know how my diamond will look?

The vast majority of our diamonds have videos and photos on Woodeex.

I can’t find what I like online - can you find me something else?

Yes, just tell us what you're looking for and our team of diamantaires will find you the diamond of your dreams.

We frequently refresh our inventory, and there's a chance that we have extra options that haven't been listed on our website. Please get in touch with us, and we'll assist you in discovering the ideal diamond for your needs.

Contact us

What if I want a center stone shape that is not offered for that setting?"

Many of our settings can be easily modified to accommodate a different center stone shape than what is offered online. Please contact our customer service to discuss all of your modification options.

Does my diamond come with a certificate?

Yes, every diamond comes with a complimentary certificate by one of the most respected and recognized labs grade diamond in the diamond industry such as GIA, IGI and HRD.

Who are the diamond dealers/sellers on Woodeex and how are they selected?

All our diamond dealers/sellers presents on Woodeex are members and come directly from the world's leading diamond exchanges.

Woodeex secures its customers by selecting diamond manufacturers and wholesalers operating exclusively in the diamond exchanges. A strict and rigorous control are carried out for each new request.

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Does Woodeex offer Lab Grown Diamonds?

No. We do not sell for the moment Lab Grown Diamonds.

Is My Diamond Laser Inscribed?

Diamonds presently certified by GIA, AGS, HRD, and IGI feature a laser inscription on the girdle, showcasing an identification number and/or a distinctive symbol. These laser inscriptions offer assurance when selecting a diamond, as they serve as a convenient means to verify a diamond's identity.

Are the diamonds on Woodeex ethical and conflict free?

Every diamond dealers/sellers on Woodeex adhere to the “System of Warranties” and the Kimberley Process and ensure that their supplies are coming in from legitimate sources. As a result, every diamond we sell is certified conflict free.

Our company’s guidelines go far beyond the Kimberley Process. By providing direct access to our suppliers/diamond dealers, we provide visibility and transparency into the origin of diamonds and the supply chain.

Conflict-free, cruelty-free and ethical diamonds are terms often used interchangeably but are not entirely the same.

Conflict-free refers to diamonds which haven’t financed civil wars. Ethical diamonds take it a step further, ensuring equitable pay, safe working conditions, environmentally sound practices, and zero human rights abuses. This essentially means that a diamond has been mined and shipped without any connection to rebel or terror groups.

At Woodeex, we're convinced that the diamond industry should prioritize addressing all these issues.

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What causes variations in the price of almost identical diamonds?

We continuously seek out diamonds to provide you with the best possible value. In our field, prices are determined by the purchasing capabilities of our suppliers and the prevailing market conditions during the acquisition process.

Rest assured, no matter how competitively we price a diamond at Woodeex, we are committed to sharing the cost savings with you.

Shipping

What countries do you ship to?

We ship diamonds to Europe, USA, UK, Canada, Australia, Asia and many other countries.

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What is the cost of shipping?

Regardless of your order's total, Woodeex offers swift and complimentary shipping to all delivery destinations

Do I pay tax and customs fees to Woodeex or to the carrier?

The prices displayed on Woodeex are VAT excluded.

For orders being shipped to Israel, VAT will be added at the checkout.

For orders from France, prices exclude VAT, including after the order has been placed. However, you can pay VAT and customs duties directly on Woodeex by contacting us by email or WhatsApp.

For US orders, there are no VAT, tax or custom fees. The prices displayed on Woodeex are the net prices you will pay. So you won’t have to pay for anything additional upon arrival.

When you order for delivery to other countries or regions, the payment of taxes and duties, if applicable, will be collected prior to delivery by FedEx, DHL or the custom offices that will contact you once your package arrives in country.

How do you deliver?

FedEx or DHL - the package needs to be signed for.

Can you ship to an address that is different from my billing address?

Yes.

What's the shipping time for my item after I've placed my order?

Following payment, loose diamonds undergo a thorough inspection by our gemologists, which typically takes 1-4 days before shipment. For all other jewelry, the shipping timeframe ranges from one to three weeks, depending on the production schedule for the specific item.

Is it possible to ship my order for an earlier delivery than the date given?

We may be able to ship faster for some orders depending of the item.

Are your shipments secure?

Certainly. Our products are completely insured while in transit, and a signature upon delivery is mandatory for all purchases

Does my order require a signature upon delivery?

Indeed, a signature is required to ensure secure delivery of your jewel.

Do you deliver to PO Box addresses?

Unfortunatly, that's not possible, as we require a delivery signature for all orders.

Is it possible to track my package?

After your jewelry has been packed and is ready for shipment, you will receive an email containing your tracking number from us. If the tracking status indicates that your order has been delivered but you haven't received it, please reach out to us at service@woodeex.com with your order number, and we will promptly address the situation.

Orders

Can i place an order via your website?

Yes. Our secure checkout process allows you to buy everything, from loose diamonds, gift cards to fine jewelry.

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What if I need help placing an order?

You can contact us by email, WhatsApp or by phone with any questions, concerns, or feedback.

Can i change or cancel an order?

For questions about your order, please contact us by email, WhatsApp or by phone and we will answer quickly.

Do I pay tax and customs fees to Woodeex or to the carrier?

The prices displayed on Woodeex are VAT excluded.

For orders being shipped to Israel, VAT will be added at the checkout.

For orders from France, prices exclude VAT, including after the order has been placed. However, you can pay VAT and customs duties directly on Woodeex by contacting us by email or WhatsApp.

For US orders, there are no VAT, tax or custom fees. The prices displayed on Woodeex are the net prices you will pay. So you won’t have to pay for anything additional upon arrival.

When you order for delivery to other countries or regions, the payment of taxes and duties, if applicable, will be collected prior to delivery by FedEx, DHL or the custom offices that will contact you once your package arrives in country.

Can I custom design a jewel?

Indeed, custom designing a jewel offers a wonderful opportunity to craft a ring that reflects your distinctive personality and expresses your love beautifully. Discover further details on crafting your personalized jewel or initiate the process by completing this form. Alternatively, feel free to reach out to our customer service for any questions or inquiries.

Can I pay by bank transfer?

Yes, of course. Many customers who purchase items valued over $1,000 choose to pay via wire transfer, which comes with a 2% discount off our listed price.

Once you've completed the checkout process, we'll provide you with wiring instructions. Please note that we must receive confirmation from our bank regarding the completion of the wire transfer before we can ship your items.

Can i cancel a custom made jewelry?

If you want to cancel a custom made order, you must contact us within 24 hours of order placement. Because, once production begins the order cannot be canceled or returned.

What's the process for checking the status of my order?

Contact us with the order number you received with your confirmation email and we will get back to you as soon as possible with an update.

I saw a diamond on your site, and it looks perfect! Is it possible to see it?

Absolutely. We understand the importance of a personal experience with a diamond, especially one as intimate as an engagement ring. If, for any reason, you are not entirely satisfied with your purchase, you have a 14-day window to return your item and receive a full refund.

What currency are Woodeex prices in?

You have a choice of currency. Our prices are in US dollars, euros, british pounds and shekels.

Can i get a discount on the displayed prices?

We offer excellent value for money by offering our responsibly sourced diamonds at the lowest possible price, generally lower than that offered by many traditional jewelry retailers. Therefore, unless you have a promo code, we cannot offer additional discounts or negotiated prices.

What Payment Methods Does Woodeex Accept?

Woodeex accepts all major credit cards, bank wire payment, Bit and PayPal.

Can I buy Woodeex products if I live outside the USA or Europe?

We ship diamonds to Europe, USA, UK, Canada, Australia, Asia and many other countries.

Can Woodeex Help me Keep the order a Surprise?

We understand that diamond is frequently chosen for surprise occasions, such as engagements. Our packaging is designed to be discreet, devoid of any Woodeex branding. Please inform us of any special requirements to preserve your surprise, and you can reach out to us for making special arrangements.

Does Woodeex include an insurance appraisal with the purchase?

We include a complimentary insurance appraisal with loose diamonds and tailor made jewels over $1000, USD.

I have a promo code

Take advantage of your promotional code by entering it in the box reserved for this purpose in your basket before checking out. The discount will be applied automatically.
Please refer to these conditions before using your promotional code.

I still haven't received my order. Where is my parcel?

Once your order has been dispatched, you will receive an email with the tracking number and a link to the carrier's website to follow the progress of your delivery. You'll have access to the tracking number a few hours after shipment.

What if my traking link doesn't work?

Please contact the customer service. They will take care of everything.

Tailor Made jewels

Can I buy a setting or a diamond separately?

Yes, you can buy the diamond and the setting separately. You can also buy just the diamond without the setting, but not to buy just the setting. We do not sell or create settings unless the customer is also purchasing a center stone from Woodeex.

We are first and foremost a diamond marketplace, and diamonds are our core business. However, the setting remains an option.

Learn more

What kind of jewelry can i create with your smaller diamonds?

Woodeex offers you a unique purchase service of smaller diamonds that will allow you to create many models of jewels yourself; Wedding bands, Tennis bracelets, earrings, pendants, and many other models.

They are available in 6 different shapes, Round, Princess, Pear, Emerald, Oval and Marquise.

How long does it take on average to make a custom ring?

Up to two working weeks

Can I have something rushed?

Yes, we will always do our best to get your order to you as soon as possible. You can email us at service@woodeex.com if you have a special date you need your items for.

How much do custom engagement rings cost?

It is a common misconception among most people that choosing to design a custom engagement ring automatically means it will be more expensive. There is no extra charge for us, for a custom-made ring. But the cost of custom engagement rings depends on your choice of the diamond quality, the ring style, the center stone weight, the number of diamonds in the setting. If you're on a tight budget, it is advisable to consult with a diamond and jewelry expert who can help you achieve the custom ring design you want without breaking the bank.

What is the best diamond shape for a custom engagement ring?

The shape of your center stone is a matter of your style and preference above all else. The beauty of customizing your ring lies in the flexibility it offers. With our extensive collection of loose diamonds in every shape and size, you can create a custom ring that perfectly represents your beautiful and unique love story. However, our most popular shapes, apart from the round shape, are the cushion, the princess, the pear and the emerald cut.

How can I order a custom-made engagement ring?

Drop us a message by filling out this form whenever you're ready to start your custom engagement ring journey at Woodeex. You can contact us also by email or by WhatsApp

Can I return a custom-made jewel?

Unfortunetly, engraved, customized or personalized items cannot be returned to Woodeex

Payments

What types of payment do you accept?

We offer payment options to suit your preferences. We accept major credit cards, including Visa, MasterCard, American Express, Dinners, as well as PayPal and Bit.

Many customers who purchase items valued over $1,000 choose to pay via wire transfer, which comes with a 2% discount off our listed price.

Once you've completed the checkout process, we'll provide you with wiring instructions. Please note that we must receive confirmation from our bank regarding the completion of the wire transfer before we can ship your items.

In certain cases, such as international orders or those exceeding $5,000, we may require payment by bank wire at our discretion.

You can place credit card orders securely through our online server or by calling our customer service department. For added security, there may be instances where Woodeex requests additional documentation, such as a driver's license or a photocopy of your credit card, for certain transactions. If you have any further inquiries, please reach out to our customer service department.

Will I receive a discount if I pay by wire transfer?

Yes. Customers who pay by wire transfer receive a 2% discount off their entire order.

Is sales tax applicable to my payment?

Woodeex collects sales tax on orders that are shipped to the following countries: France and Israel. For US Orders, there are no VAT, tax or custom fees. The prices displayed on Woodeex are the net prices you will pay. So you won’t have to pay for anything additional upon arrival.

For the rest of the world, payment of taxes and duties, if applicable, will be collected prior to delivery by FedEx, DHL or the custom offices that will contact you once your package arrives in country.

Can I pay with two different credit cards?

Certainly. To use two different credit cards for payment, we kindly ask you to make your order via phone with our customer service team.

Is it safe to order on Woodeex?

Yes, it is safe to order on Woodeex. We use industry-standard encryption technologies when transferring and receiving customer data.

Are prices on Woodeex.com subject to change?

Prices on woodeex.com are subject to change without notice. Please expect to be charged the price for the Woodeex product you buy as it is listed on the day of purchase.

Returns and Refunds

What is your return policy? 

Our dedication to your satisfaction extends beyond the delivery. You have a 14-day window from the shipment date to return or exchange Loose diamonds. To qualify for a return, items must be in their original purchased state and must include all product documentation such as the original laboratory grading report or a $150 charge will be assessed to replace the certificate.

Learn more

What cannot be returned within 14 days? 

We can’t accept returns on personalized pieces - i.e all orders of the Bespoke service. Because all products are made to order and therefore can not be returned.

Are returns free?

No, returns aren't free. You will receive a refund for the full amount minus the cost of shipping back.

How can i process the return?

Please contact our customer service including your order number and the reason for your return. We will promptly provide you with a return label with the procedure to follow.

When will I receive my refund?

After we've received and processed your return, we'll reach out to inform you that your refund is being initiated. Please allow up to 5-10 business days for us to complete the return process.

Can I track the status of my return order? 

Yes. Please contact the customer service to check the status of your delivery. 

May I return an engraved item?

Unfortunately, engraved items cannot be returned to Woodeex

Gift card

What is a Woodeex gift card?

The Woodeex Gift Card is redeemable for Woodeex merchandise up to the prepaid value of the card, and is available in denominations from $100 to $2,000.

The Woodeex gift card allows the purchaser to share with their gift recipient the experience of shopping at Woodeex. The Woodeex Gift Card can be used exclusively on our woodeex.com website. It may not be redeemed for cash. To purchase a woodeex gift card click here.

How do I purchase a Woodeex gift card?

To purchase a Woodeex gift card click here.

You may also order over the phone, by calling + 972 58 457 9725

How do I use my Woodeex gift card to make a purchase online?

Woodeex gift cards are 100% digital.

The Woodeex E-gift card can be used at any time, in full or in part, exclusively online on the Woodeex website.

This card will expire 12 months after the date of purchase. This gift card can be used to make multiple purchases, in whole or in part, alone or with other payment methods, as long as it is credited.

The value of the gift card is expressed in the currency of the country in which it was purchased.

An e-mail is instantly sent, after payment validation, and you can print out the digital gift card or forward the e-mail to the person of your choice.

Gift cards work like discount codes. To use your card, you need to enter the card code in the "Gift card or discount code" field at the time of payment.

If the balance on the card exceeds the value of the basket, then the amount will be deducted from the card, and the code can be reused on a future purchase. Conversely, if the card balance is less than the basket value, then you will need to enter a payment method to pay the additional amount.

How can I check the remaining balance on my Woodeex gift card?

Please contact our customer service by email, WhatsApp, by phone or through our contact form.

May I replace a lost or stolen Woodeex gift card?

Lost or stolen Woodeex gift card can be replaced to the purchaser, with proof of purchase. The replacement card will be the value of the card at the time reported lost.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.