FAQ
It’s essentially an upgraded version of “paint by numbers.” Each set comes with a canvas covered in numbers and letters, as well as tiny gemstones that correspond to those numbers and letters. To create your own diamond painting, you simply use the included applicator tool and apply each gemstone to the canvas. In this page you’re going to find answers to customer’s FAQ to understand how we work.
How does a diamond painting work?
1 – Unpack Canvas, tools, and diamond
2 – Unroll the canvas on a flat, smooth surface
3 – poor diamond into the grooved tray.
4 – Peel back a small section of the plastic film to work on at one time
5 – Apply Wax to the diamond pen
6 – Match the diamond to the corresponding symbol on the canvas
Is my photo good enough to use?
1 – Make sure the photo is in high resolution.
2 – The background shouldn’t be too cluttered.
3 – For family pictures, we don’t recommend more than 5 people if you want to clearly see their faces.
4 – High-quality close-ups with good lighting usually give the best results.
5 – Pictures taken inside in the dark or outside against the light rarely turn out well.
We conduct a photo check for every new order we receive and will email you if we need a different one. But it’s best to take matters into your own hands and ensure you upload the best photo you have.
If we do need a new photo from you, this may lengthen your delivery time by a few days.
Please note that if you refuse to provide a replacement after we have informed you that the original photo may not result in quality canvas art. It’s your responsibility to ensure that you are happy with the photo you provide.
Note that it is the customer’s responsibility to provide a high-quality photo and although we do review orders, it is not our responsibility to chase you for a better photo. Low-quality photos will not result in a high-spec design that we show on site. All examples on our website were produced using high-quality photos.
What is in the kit?
- 1x Numbered high-quality canvas Rolled around a foam.
- A pack of diamonds
- 1x premium diamond drill pen tool
- 1x wax pad used to pick up diamonds with the diamond pen
- 1x grooved organizing tray (shake lightly to sort your diamonds)
- Instruction Paper
Shipping
What are the shipping times and prices?
US Orders: Most orders are generally produced and ready to ship within 5-10 business days. This can increase to up to 20 during busy periods and sales periods, and then the Shipping takes between 10-20 days.
International Orders: The production time remains the same, and shipping to Canada, the United Kingdom, and Australia takes 12-20 days. For Europe, transit time can be up to 20 working days.
4o Up to 25 working days transit time for the rest of the world.
Time frame = Processing time + shipping time.
Please consider in mind that the impact of COVID-19 is causing local, state, and national governments around the world to issue work and travel restrictions daily, which are impacting our ability to meet our high standards of service.
We are currently experiencing high order volume and deliveries may be delayed. We appreciate your patience and continued support of our products.
You’ll receive a shipping notification containing your tracking number once your order is ready to be shipped.
Where do you ship from?
Each diamond painting kit needs to be made on-demand as you order. We have to make it in our art production and exhibition center in China when you order a kit. Once our artists complete the painting, we ship it through reliable carriers with partnerships with major couriers worldwide. Your package may be delivered by USPS, FedEx, UPS, Canada Post, Royal Mail, Fastway, or other trusted services.
Please note that all diamond painting kits available online are exclusively produced in China and a few other countries in Asia; they are not manufactured anywhere else in the world. This is due to the high cost of the machines used to produce every picture with its components separately.
What’s the Status of My Order?
Each diamond painting kit needs to be made on-demand as you order. That’s why our artists need between 5-10 Business Days to produce your order in a very sophisticated way. Once our artists finish their job, we ship it directly with a reliable shipping company that has partnership agreements with USPS, FedEx, UPS, Royal Mail, etc.
Shipping takes 10-20 days for US orders, and 15-30 days for the rest of the world (this can be increased due to the effect of the COVID-19 pandemic)
Will I receive a tracking number?
Yes, you will get a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We’ll email you your tracking number as soon as it’s available.
If you haven’t received your tracking number after 30 days, please email us at: [email protected]
Why has my tracking number hasn’t updated in 2-10 Business Days?
Due to the ongoing Coronavirus situation, customs worldwide are holding packages for longer periods for security reasons, especially for overseas shipments. Once customs confirm that your order is safe for delivery, they will release the package, and you will begin seeing updates on your order. We appreciate your understanding, as this process is beyond our control.
I ordered multiple products in one order, will they arrive together?
Usually yes, you will receive all items in one parcel. Sometimes one piece of art is completed a day or two before the other in the order. In these cases, we ship out the completed artwork in one parcel and then send the other once it’s ready.
Payments
What payment methods do you accept?
We accept all major debit and credit cards including Visa, Mastercard, American Express, and more. We also accept PayPal payments.
Customer Support
Why is no one replying to my emails?
During busy periods such as the festive period, sales, and promotions, we receive a lot more emails than usual. As such we request that you allow 2-3 days for us to get back to your initial email inquiry.
Note that we operate on a first-in-first-out policy as well as a priority response system.
This means that you should only send 1 email inquiry. Sending a follow-up a day or so later will actually send your email to the back of the queue, which neither of us wants to happen!
Cancellation, Returns & Refunds
How do I cancel an order?
If you have just placed an order and wish to cancel it, please contact us by email at [email protected]. Our team will assist you with the cancellation process. However, please note that a $5 fee will be deducted from your refund to cover the processing cost.
Canceling an order after 24 hours will incur a 40% production and administration fee, as the painting is custom-made to order and our artists are compensated for each design.
We will do our best to assist with your cancellation, but please understand that we cannot cancel or refund products that we have already produced and shipped.
How do I change my order?
If you just made an order and would like to change it, simply contact us by email at [email protected]. We will help you process this change.
Please note that products that have already been processed cannot be modified.
The product I received is not the one I ordered?
It rarely happens, but if it does, we will help you manage it. However, If we deliver the wrong product, please contact us directly by email at [email protected] We will resend the correct item to you free of charge, and you may keep the item you received.
My product arrived damaged. What can I do?
Since multiple delivery service providers handle the parcel, the risk of damage during transit may increase. Once the product is delivered, please inspect it carefully before signing for receipt. If you notice any damage, be sure to note it on the receipt and immediately file a damage claim with the delivery service provider. Additionally, contact us by email at [email protected]. That is the only way to ensure that the delivery service provider remains responsible for the replacement.
What is your return policy?
The customer must cover all shipping costs for returning a product. If the item is lost during transit, we cannot take responsibility, and no refund will be issued.
Do you offer refunds?
As your order is 100% unique and custom-made for you, we cannot offer refunds. If you have a problem with your final product, please email us and we’ll do our best to make sure you’re happy. If you received an incorrect or damaged item, let us know and we’ll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quickly as we can.