Customer Service

Delivery Information +

  • All orders placed on this website will be subject to acceptance in accordance with these terms and conditions.

  • All confirmation of orders will be sent via e-mail, and will not be accessible on this website. You are advised to print out the confirmation e-mail as reference.

  • We currently provide delivery within the EU only. Delivery outside the EU can be arranged, but delivery time shall change and the transaction shall be subject to additional taxes, shipping, and insurance. Contact Us or Speak to an Expert for precise pricing, information and lead-time.

  • All delivery times are estimates only. Five Carbon Ltd. will make all efforts to deliver by the estimated time, but under no circumstance shall be liable for any delay or failure to deliver products within such time.

  • Any risk for loss or damage of products shall pass to you on the date of delivery.

  • Five Carbon Ltd. will ship to the address provided when the order is placed. Products are deemed delivered when we receive confirmation from our courier of delivery. You are encouraged to provide an address where third parties do not have access; products will be deemed delivered to the provided address irrespective of whether they are delivered to you personally.


Privacy Policy+

  1. Confidentiality


    We will respect the confidentiality of information acquired under these Terms. However, we may also from time to time give information concerning you and any service provide under these Terms to our Associates and/or any other agent in the following circumstances: a) with your consent; b) if required by law or pursuant to an enforceable court order against us; c) If we or any of our Associates are required or consider it reasonable or it is in our interests to make information available by law or regulations (for example, to comply with anti-money laundering legislation); d) if there is a duty to the public to disclose; or e) if there is a contractual obligation to give information to a correspondent, then pursuant to such contractual obligation. Five Carbon Ltd is the sole owner of the information collected on this site. Our credit card processors Barclaycard Merchant Services will process your data only so far as is necessary to fulfil your order. This statement sets out how we use the information we collect from you via the website - your use of the website signifies your acceptance of these terms.


  2. Customer Contact


    In the event we have difficulties placing an order we will use your contact and/or credit card information to contact you. We reserve the right to send out service related messages where appropriate. e.g. if our service is temporarily suspended for maintenance we may issue a notice through email.


  3. Usage Tracking


    In order to monitor security, which products and services are popular within the site Five Carbon Ltd tracks the traffic throughout this website. Typical data tracked are the most popular products searched for and features used. We also monitor the categories clicked into and produce statistics that include, among others, browser types used, IP (internet protocol) addresses and platform type. All this data is used only to enhance our products, prices and features as well as assist us in our marketing plans. Our Payment card processing provider is Barclaycard, which do not retain, share, store or use personally identifiable information for any secondary purposes other than order fulfilment and fraud checks.


  4. Third-Party Links


    This website may from time to time contain links to other sites operated by third parties. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every website that collects personally identifiable information. This privacy policy applies solely to information collected and processed by Five Carbon Ltd.


  5. Cookies


    Cookies are small pieces of information that are stored by your browser on your computer hard drive for our record-keeping purposes and help keep an accurate record of items purchased. To provide site usage information, which together with purchase information, will further help us improve and develop the products and services we offer. Cookies are deposited so that we can collect information such as browser type, country, Internet Protocol (IP) address, referring/exit pages, operating system and date/time of your visit. Most web sites capture this data in order to assess usability of the website to better future services offered. We never capture Personally Identifiable Information, unless expressly provided by the user (such as via an enquiry form). Google Analytics may be used for the following purposes: Remarketing (showing advertisements on third party websites). Five Carbon Ltd and third-party vendors, including Google, use cookies to inform, optimise and serve ads based on someone's past visits to our website. Google Display Network Impression Reporting. Five Carbon Ltd use cookies to report our advertisements’ impressions and how interactions with these impressions and ad services refer to visits made to our website. Google Analytics Demographics and Interest Reporting. Five Carbon Ltd uses data from Google's Interest-based advertising or 3rd-party audience data (such as age, gender and interests) with Google Analytics to aid and assist any marketing activity. Google Measurement Protocol and User ID. Five Carbon Ltd are able to track behaviour from traffic on our website that is transferred through our marketing channels, but Google and other third parties are unable to affiliate this personal data. Visitors can opt out of Google Analytics for Display Advertising and customise Google Display Network ads using Google's Ad Settings page. For further information on cookies in general, including how to decline and remove cookies from your browser visit www.aboutcookies.org


  6. Fraud Prevention


    We reserve the right to pass on any information you provide to us to aid parties involved in fraud prevention and detection. We reserve the right to change, remove or add items to our privacy policy. If you have any comments or queries in connection with our privacy policy please e-mail support@fivecarbon.com or write to Customer Support at : Five Carbon Ltd., 20-22 Wenlock Road, London, N1 7GU, United Kingdom

Terms & Conditions +

As a user of this website and the affiliated links that are owned by Five Carbon Ltd., you understand that any use of this website and such affiliated links which are owned by Five Carbon Limited by you including any transactions you make, is subject to the terms and conditions listed herein and includes all pertinent sections including but not limited to the Returns & Privacy policy. Please read through these terms and conditions before using this website and its affiliated links as your use of this website and such links will signify your agreement to be bound by them. Please also read our Privacy Statement pertaining to your personal information.


Five Carbon Limited reserves the right to change these terms and conditions at any time and without notice. Any changes will be binding for any usage of the website and its affiliated links from the time of change and your continued usage of such website and links shall signify your acceptance to be bound by the latest terms and conditions.


The Lowest Price Guarantee applies to all premium items. By guide, this will apply to diamonds with a purchase price above £2,000, but Five Carbon Limited at its’ sole discretion, may apply the guarantee on any item with a lower value or nullify its application to any item with a higher purchase price. To be eligible for the discount, the consumer must demonstrate that a viable, legitimate competitor has advertised the exact same item at a lower price. The FiveCarbon team will then seek to confirm the price discrepancy. The user and or consumer acknowledges and accepts that Five Carbon Limited will at its sole discretion determine whether the conditions for the Lowest Price Guarantee are applicable in each individual instance and that Five Carbon Limited, may at its sole discretion, decline its applicability for any reason whatsoever, including but not limited to, the lack of a legitimate alternative price or competitor, price manipulation, exclusive pricing agreements between particular retailers and suppliers, exchange rate fluctuations, insufficient information, etc.  If Five Carbon Limited ascertains the Lowest Price Guarantee is applicable, it will process the new price within 48 hours of any affirmative confirmation, and may at its sole discretion offer even a greater price discount. However, should Five Carbon Limited determine the Lowest Price Guarantee is not applicable, there will be no obligation to discount the purchase price, and the original purchase price on www.fivecarbon.com will prevail. Five Carbon Limited will then notify the consumer the reason for the lack of the applicability of the Lowest Price Guarantee, and may at its discretion, choose to either offer the same item at a concessionary price, or offer a similar item at a price lower than advertised on www.fivecarbon.com. Under no circumstance shall the Lowest Price Guarantee be applicable to any item once it has been purchased. The terms & conditions pertaining to the Lowest Price Guarantee are subject to change at any time, and without notice, at the sole discretion of Five Carbon Limited.  Contact Us to report any potential purchase that may be eligible for the Lowest Price Guarantee.  


Taxes & Duties +

  • VAT will be payable on all purchases within the EU, and will be tabulated based on the destination country of the shipment. This amended VAT rate will be displayed at check-out.

  • VAT may be payable for any shipments outside the EU, but as Five Carbon Ltd. does not normally ship outside the EU, please Speak to an Expert for detailed charges & guidance.

  • As Five Carbon Ltd. is an internet-based mail order company, it is ineligible to participate in the UK VAT Retail Export Scheme, and thus any purchases from within the EU to be exported out of the EU, will not be eligible for a reimbursement of VAT. Speak to an Expert to find out precise information and how we may be able to help.

  • If you have requested a special shipment outside the EU, the customs office of the destination country may require the payment of import duties, taxes, customs fees, or other charges to your order. These fees are your (recipient’s) responsibility. Once we receive notice that your order has arrived at the customs office, either the courier company or ourselves will contact you to arrange for any charges that may be due.

Payment & Returns +

  • Payment will be taken by either credit or debit card via Barclaycard merchant services. Once we receive your order, and the payment is processed, stock availability is re-checked. On rare occasion, it may be that the selected product(s) are no longer available. If this were to happen we would apprise you as soon as possible and process a refund for the entire amount.

  • At times, due to high transaction volumes, there could be an error in price display, whereby the website incorrectly posts a price. Though such instances are rare, in the event you receive a confirmation of order at an incorrect price, we will contact you immediately. You will then have the option of purchasing the product(s) at the correct price or cancelling your order. If we are unable to reach you, we will treat the order as cancelled, and any funds, if already paid, will be refunded.

  • All prices include VAT unless explicitly stated. The VAT charged depends on the destination within the EU to which the product(s) will be shipped. As VAT rates differ among EU nations, the final cost will not be tabulated until the check-out page where VAT will be updated for the delivery address. Please reference the Taxes & Duties section for further information.

  • You agree that Five Carbon Ltd. shall have no liability to you for any loss, damage, costs, expenses, or other claims that you may incur.

  • You agree to indemnify Five Carbon Ltd. against all costs and expenses incurred by us in obtaining payments from you in the event that a failed payment occurs.

  • Five Carbon Limited provides a 28-day return policy on all items under the purchase price of £25,000 from the day you receive your item(s) (this is limited to 7 day return for any item[s] with a purchase price greater than £25,000).  If you are not satisfied with your purchase, and the packaging, contents, and all accompanying material are unused, you will have 14 days from the receipt of shipment (as confirmed by your tracking order), or 7 days if the purchase price is over £25,000, to notify us of your decision to return the items. You will then have a further 14 days to return the item. To qualify for a refund, the product(s) must be unused, sent back in the original packaging and with any original certificate(s). If the original certificate(s) is(are) not sent back, or is(are) damaged, a cost of up to £350 per a replacement certificate will be deducted. A further fee may also be assessed if the original packaging and collateral material is not reusable; this will be at the discretion of Five Carbon Limited.  This amount will be deducted from the refund that is issued. Please note that all shipping and insurance costs for returns will be your responsibility and at your discretion. We assume no liability for any issues with return-shipping, including delay, cancellation, or loss or damage to any item, and cannot process a refund until we have received the item(s). In order to request a refund, please Contact Us for specific instructions. Please do not attempt to return any item without receiving qualified details of what to include with your shipment and where to send the product. We assume no responsibility for any returns that we do not receive.