Shipping policy
SHIPPING POLICY
SHIPPING COSTS
Shipping is FREE on all products across the store. All orders are carefully prepared and dispatched in suitable protective packaging.
DELIVERY TIMES
Personalised Diamond Painting Kits
- Made to order: 3 to 5 working days
- Delivery after dispatch: 7 to 15 days
Estimated total timeframe: 10 to 20 working days
Each design is reviewed and carefully prepared before production to ensure the best possible result.
Non-personalised Kits & Accessories
- Fast dispatch: within 48 hours (working days)
- Delivery: 7 to 15 days
Estimated total timeframe: 7 to 17 working days
Delivery times may occasionally be extended due to courier delays or exceptional circumstances (strikes, public health events, high seasonal demand, etc.). Timeframes are therefore provided as an estimate.
If your order takes longer than expected, please accept our apologies for the delay. You may contact us at any time — our customer support team is responsive and here to assist you.
Depending on the products ordered, your shipment may arrive in separate parcels. In that case, multiple tracking numbers will be provided.
DELIVERY AREAS
We currently deliver to the following countries:
🇬🇧 United Kingdom
🇳🇱 Netherlands
🇩🇪 Germany
🇨🇦 Canada
As well as:
🇫🇷 France
🇧🇪 Belgium
🇱🇺 Luxembourg
🇨🇭 Switzerland
🇦🇹 Austria
🇦🇺 Australia
🇪🇸 Spain
🇺🇸 United States
🇲🇹 Malta
🇸🇮 Slovenia
Delivery times may vary slightly depending on the destination country.
For any questions regarding a specific destination, our customer support team remains available to assist you.
Order Modifications & Cancellations
Orders are processed quickly.
If you need to modify or cancel your order, please contact us within a few hours after purchase.
- Orders already shipped cannot be cancelled.
- Custom products cannot be modified or cancelled once production has started.
Delivery Issues
If your package has not arrived within 30 business days after shipment, please contact us at:
If your order is confirmed as lost during transit, we will arrange a replacement shipment at no additional cost.
We are not responsible for incorrect or incomplete delivery addresses provided at checkout.
If a package is marked as delivered by the carrier, we cannot automatically issue a refund. However, we review each case individually.
Damaged or Incorrect Items
If your order arrives damaged or incomplete, please contact us within 3 days of delivery with:
-
Your order number
-
Clear photos of the issue
We will provide a suitable solution.
Returns & Refunds
You may return eligible products within 14 days of delivery, without justification.
Conditions:
- Items must be unused
- Original packaging required
- Customer is responsible for return shipping costs
Refunds are processed within 14 days after receipt and inspection of the returned items.
Custom-made products and gift cards are non-refundable.
Customer Support
For any questions, contact us at:
We respond as quickly as possible.