FREQUENTLY ASKED QUESTIONS
 

- BUYING A SKYDIAMOND -

Can I buy the diamond or piece of Skydiamond jewellery first before booking the Skydiamond Celebration package? 
Yes, you can, however we would recommend booking the package first to check availability for your preferred dates and to be able to receive the code that enables  your exclusive 20% discount on Skydiamond’s website.

Do I receive a 20% discount off the price of every piece of jewellery and diamond on the Skydiamond website, as well as off the cost of a tailor made diamond ring?
Yes, this is an exclusive discount for ‘Shangri-La Celebration package’ guests only. Please share with us the code provided at the time of purchase to avail this discount. 

How long will it take for my Skydiamond purchase to be delivered?
For a ready made piece of jewellery or loose diamond available on skydiamond.com, delivery within the UK is a minimum of one week. For a tailor made diamond ring, the delivery window is up to 6 weeks for a ring made to order with a loose Skydiamond stone in stock, or up to 6 months, should you require a stone not yet on Skydiamond.com .

How will my Skydiamond purchase be delivered?
Your purchase will be delivered by secure, recorded delivery with Royal Mail within the UK and DPD for all international deliveries.

Can I have my Skydiamond purchase delivered to Shangri-La The Shard, London?
You may, however we would recommend having it delivered to your home address. The package is non-descript, so it is not obvious there is a piece of  jewellery inside the Royal Mail packaging. 

Is the jewellery or diamond I buy refundable?
Unless you have ordered a personalised, custom-made or custom-sized jewellery item, or have tried on a pair of earrings, you have 30 days from the day your order is processed to cancel or return your order, including whether you have changed your mind about the product. This does not affect your statutory rights to receive a refund for any reason up to 14 days after the order is delivered. Personalised or custom products cannot be returned unless they are faulty.  Full details can be found at https://skydiamond.com/terms-conditions

I have more questions about Skydiamond, who can I contact?
Please contact the Skydiamond concierge team on hello@skydiamond.com

- THE SKYDIAMOND CELEBRATION AT SHANGRI-LA THE SHARD, LONDON -

Is the diamond included in the cost of the package?
No, all Skydiamond diamonds and jewellery are priced and sold separately to the hotel package.

Can we stay more than one night on this package?
Yes, we would be delighted to host you for more than one night, subject to availability. Please note additional room nights will come at an additional cost. 

Can I organise for non-sustainable balloons and flowers to be set up in the room?
Yes, however we would encourage the use of sustainable products.

Can I request a different menu if the one presented to me does not appeal?
Yes, please contact your Celebrations Butler with your request at least 5 working days before your booking.

What is the cancellation policy for the package?
You can cancel the package at no charge up to 72 hours before the stay dates, or fees will apply. Please note the purchase of a piece of Skydiamond jewellery or diamond has a separate return policy and is not connected to this package. See here for the full terms and conditions of all Skydiamond purchases: https://skydiamond.com/terms-conditions

When is the package available until? 
It is available to be booked for stays until March 31, 2024.

What happens if the ‘tailor made’ diamond ring I want has a very long lead time?  
Skydiamond’s Concierge team will advise you when the diamond will be delivered, so that your reservation with us can be made accordingly.

What happens if the diamond is not ready for delivery in time for our stay?  
On the rare occasion this occurs, the date of your reservation can be moved to an alternative date (subject to availability) or the reservation can be kept at the hotel, and the diamond delivered to you on an alternative date. If your celebration is an engagement proposal, Skydiamond can offer a temporary, holding place engagement ring for this rare occasion.

Who are the Proposers?
The Proposers plan personalised marriage proposals and romantic events. Check out their website here. 

I have more questions about the Skydiamond Celebration package, who can I contact?
Please contact your Celebrations Butler at Shangri-La The Shard, London on reservations.london@shangri-la.com