In all cases we will work with you to make things right.
We want your diamond painting experience to be amazing. Best course of action is to contact us via email at [email protected] and let us know what the issue is so we can help.
To be eligible for returns, all returned products must be unused, in the same condition and original packaging that you received it.
All returns must be made within 14 days after product delivery date.
Before you make the returns, please contact our customer service to acquire a return code and then make the returns in accordance with the instructions received from contacting customer service.
All products not returned in accordance with the return procedures shall be sent back to you, and no credit or refund will be issued.
We only accept products returns that are identified as eligible for return or are received damaged.Once we receive the returns and confirm that your product is returned in accordance within our return policy, your credit card or PayPal account will be refunded.Our customer service representatives through our email at [email protected] will provide the return address.
Once we receive and inspect your returns, we will email you to notify you that the returns have been received by us.The approval or rejection of your refund will be also notified in the email.
You are eligible for full refund only if you receive defective or damaged products.Once the refund is approved, a credit will automatically be applied to your credit card or original method of payment through Shopify.
Damaged or incorrect ordersIf the products you receive are damaged or defective during transit, are missing, or incorrect products in the package, please notify us within 7 days.
Please email [email protected] with your order number and a detailed description of the problem.It will be very helpful to include a photograph to assist us in processing the claim.
The sooner you notify us the better.
Our window for filing insurance claims is limited to 10 days, which means we are unable to refund or replace damaged or missing goods if notified after 7 days.
Only defective or damaged products are eligible for exchange service.Although our suppliers check and pack the products carefully before delivery, it is difficult to guarantee that there will be no accidental damage in transit.
If unfortunately you receive a defective or damaged package, you can choose to return it for a full refund. The second solution for this case is to exchange it for the same item, send us an email [email protected] so we can help.
For any returns for exchanges, customers will be responsible for shipping cost back to diamondxpres.
Please email us a copy of the shipping receipt, we will reimburse you the shipping cost. We will not deduct any original shipping charges out of your refund.
Only regularly priced products are eligible for refunds, unfortunately off-price products cannot be refunded.
Please note that this policy is eligible for any products purchased with a discount or sale code.
Custom products are not eligible for any returns, exchanges or refund.
Late or missing refunds
If you haven’t received a refund, please get in touch with your bank or credit card company. It may take several business days for processing time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
FinallyIn all cases let’s work together to solve the issue. We can’t help unless we know about the problem.
You can always contact us here [email protected] 24/7.
Paul at Diamondxpres
To return your product, you should mail your product to: 1670 Makaloa St 204-103, Honolulu, HI, 96706, United States. Returns are authorized only after consultation with Diamondxpres.