Orders & Processing
Shipping & Delivery
Product & Kit Questions
Returns, Refunds & Replacements
Support & Contact
Most orders are prepared within 5 to 10 business days.
Because our kits are made to order, they are not packed and shipped the same day like ready-stock items. During busy periods, sales, or holidays, preparation can take longer and may go up to 20 business days.
Yes, we ship to many countries worldwide.
Shipping times can vary depending on the destination, local delivery services, customs, and seasonal demand.
Our kits are made after the order is placed, not pulled from a shelf.
That takes more time, but it also allows each order to be prepared specifically for the customer. Many people do not expect that at first, especially if they are used to faster local shipping.
Yes, this can be normal.
Tracking updates sometimes pause during international transit, especially when parcels are moving between countries or waiting to be scanned by the next carrier. Many people notice this and assume the parcel is stuck, but in many cases it is still moving.
It usually helps to allow a few extra days for the next update to appear.
If you need to cancel or change your order, it is best to contact us as soon as possible.
Orders canceled shortly after purchase may be subject to a small service fee. After 24 hours, a larger cancellation fee may apply because production work may already have started. Once an order has shipped, it can no longer be canceled.
Yes, we do.
You can upload your own image and turn it into a custom diamond painting kit. What usually helps most is choosing a clear photo with a visible subject and simple background.
Not exactly.
A custom kit is based on your photo, but it still needs to be converted into a design that works as a diamond painting. That means some details may be simplified so the final image stays clear and workable.
In most cases, the better the original photo, the better the result.
Shipping times depend on the destination.
Typical delivery times after processing are:
- United States: 10 to 20 days
- United Kingdom: 7 to 14 days
- Canada and Australia: up to business days
- Europe and rest of world: up to 25 business days
Total delivery time = processing time + shipping time
Delays can happen for a few reasons.
Sometimes it is due to high order volume, customs clearance, long-distance international shipping, or local courier delays. Tracking can also take a few days to update once a parcel is in transit.
In reality, international orders do not always move in a smooth, predictable way from day one.
Yes.
Once your order has shipped, you will receive tracking information so you can follow the parcel as it moves through transit.
If a parcel is returned, we will usually contact you once we notice it.
In many cases, the next step is to confirm the delivery address and check whether redelivery is still possible. Sometimes the local courier can help more quickly if contacted directly.
Start by checking with people in your household, neighbors, or your local courier.
Sometimes parcels are marked as delivered slightly early, left in a safe place, or handed to someone nearby. If you still cannot locate it, contact us and we will look into it with you.
Most kits include:
- a printed adhesive canvas
- labeled resin diamonds
- a diamond applicator pen
- wax pad
- tray
- instructions
The exact contents can vary slightly depending on the product, but the essentials are included so you can get started.
Yes.
Many people try diamond painting for the first time through a kit like this. The process is guided and does not require previous experience. What usually matters most is having a clear design and enough patience to work through it section by section.
In most cases, no.
Your kit should come with the basic tools needed to begin. Some customers later choose extra accessories for comfort or storage, but they are not required to start.
Please contact us and send clear photos showing the issue.
That helps us understand what happened and move toward the right solution more quickly.
If something is missing, contact us and include a photo if possible.
We will check the issue and help arrange a replacement when needed.
We accept returns on eligible non-custom items within 30 days of delivery.
Items need to be unused and in their original condition and packaging. Custom orders are different because they are made specifically for the customer.
If the wrong item was sent, contact us with clear photos and your order details.
We will review the issue and work on the best way to correct it.
We generally do not offer exchanges.
If there is a confirmed issue with the order, the solution is usually a replacement rather than an exchange.
Custom orders are generally non-returnable.
Since they are made from you own selected image and prepared specifically for you, they cannot be restocked or resold.
If there is an issue with your order, please contact us and include photos.
We do not usually refund faulty items, but we do work to replace them as quickly as we can once the issue is confirmed.
Shipping delays do not automatically qualify for a refund.
Because international shipping can be affected by customs, courier delays, and other transit issues, delivery dates cannot be guaranteed exactly.
You can reach us through our Contact US page or by email.
If you are getting in touch about an order, it helps to include your order number and a short explanation of the issue.
We usually reply within 24 to 48 hours, Monday to Friday.
During busy periods, it can take a little longer, but we do our best to respond as soon as possible.
It helps to include:
- Your order number
- The email used for the order
- A short explanation of the issue
- Photos, if something arrived damaged or incorrect
That usually makes the process much easier from the start.
That is completely fine.
Some questions depend on the order, the product, or the shipping situation. If you are not sure about something, just contact us and we will do our best to help.
