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Return & Refund

Return policy

We handle returns on a case-by-case basis with the ultimate objective of making our customers happy.Refunds are being issued in the following cases without a need to return the item:

  • The wrong item was received in terms of color, size, or model (evidence is needed).
  • The package has arrived in a damaged condition (evidence is needed).
  • The item arrived in extremely poor quality (evidence is needed).
  • The order went missing.
  • The estimated delivery time has expired.

And if there are cases that you need to return, please note the following points:

Time limit: You must initiate your return no later than 30 days after receiving your order. 

Return condition: All returned items must be in perfect resalable condition. If the returned item is deemed to not be in a resalable condition, we reserve the right to refuse a refund.

Special Products:

Diamond painting products are not returnable if they are under the following conditions

  • Partially completed diamond paintings
  • Fully completed diamond paintings
  • Custom kits
  • Writing on the packaging, opened diamonds bags, pasted diamonds etc

Other products which are classified as one-time-use or custom products are not returnable. 

Return Expense: You must send back the unwanted product(s) at your own expense and provide us with a tracking number of returned parcel.

How do I initiate a return?

Simply send us a quick message letting us know to expect your return and we'll take care of the rest for you. 

 

Refund Policy

We are glad to refund your order if you are not 100% satisfied with your purchase, however, in the following conditions, we are not able to provide refund:

  • Refund request should be initiated within 30 days after you receive the package. We are not able to refund if your request is beyond this time frame.
  • We can not refund an order if it's in transit status. We provide tracking numbers for most of our orders. If you have not received the item after 50 days, we consider the package as 'lost by carrier', and will refund you as soon as possible.
  • Used, unsellable, customized products can not be refunded
  • Unauthorized returns can not be refunded
  • Customer ordered wrong products, variants, or entered wrong address information.
  • If the order arrives at your country and...1.The customer refuses to accept the package; 2.No attempt is made in the country of destination to deliver the package.  Unfortunately, we are not able to refund.

Refund will be processed within 3-7 days through the original payment method when you place the order.

 For any other questions, please email us and we will reply ASAP.

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