Frequently Asked Questions

Help me! I forgot my password. What should i do?

Click on the Login Link and click the "Forgot Password". You will receive email instructions on how to set a new password. Please ensure your email address is the same as the one you registered on our website. For your protection, the link expires 2 days after the email was sent.

Why is my painting pixelated?

Just like TV resolutions, it requires more pixels to send you that realistic picture or video. The same goes for diamond paintings, the smaller canvas means fewer pixels can fit in, thus giving more spaces in between that makes it look like it is pixelated.

When will my item get here? How long should i wait?

The estimated delivery date can be found on the checkout summary page or on the “order summary” email we sent you.

The delivery days will still depend on the courier and other factors. 

Below shows the average estimated delivery days:

USA and Canada: Between 10-20 days on average

Europe: Between 14- 28 days on average

Australia:Between 10-20 days on average

All Other Countries: Between 14-28 days on average

Important reminder:

  • Some deliveries may take longer due to weather conditions, possible official restrictions due to the pandemic and customs clearance process.
  • You might still experience unusual delays in the delivery due to the volume we are managing because of the previous situation of our country, and possible official restrictions still in place in certain areas worldwide.
Do you sell kids products?

Yes we do. In fact, we are very proud with the products we have to offer for kids, both boys and girls, and for the whole family.

What's incide each of your kits?

Each of our kits comes with the following:
Canvas for print and preferred size chart;
Labeled diamonds in colors;
2 Drill pens or tweezers;
Tray with wax.

What is your refund policy?

If you wish to know more about our refund policy, kindly click the link here. Do take note that we don’t offer refunds on orders that is still in transit, partially or completed diamond paintings and custom kits.

What's the Difference between Round Drill and Square Drill?

“Drill” in Diamond Painting is also a term used to call the diamond beads. There are 2 known shapes of diamond that are usually available with the kit, namely Square or Round drill.

Round diamonds appear to be more sparkling on larger paintings and very easy to work with highly recommended for beginners. Since round diamonds can be easily picked up and placed on the canvas, making it a top-favorite for new learners.

Square diamonds perfectly fit any design you would like to choose even on a larger canvas. Which is why advanced crafters find more satisfaction with using Square drills. It needs a steady hand to precisely place it on the canvas since square diamonds are angular. 

Whichever you choose, the option is entirely up to you. Your satisfaction and pleasure with your diamond painting is our top priority.

How long does it take to complete my painting on the canvas?

The completion time will depend on the time you set aside to finish it. Other factors are the size/design of the canvas and the speed you put in to complete the painting. On average, small paintings can be completed between 8-10 hours and bigger ones usually takes 40 hours up.

Do you offer discounts?

You may check our product section from time to time as we update it with different discounts and promotions. You can also subscribe for a d discount coupon for your first purchase.

Can I use PayPal to pay for my order?

Yes, we do. The payment information is included in the transaction process once you place your order.

Does your kit come with a frame?

Frames are not included as we solely sell the kits as of the moment. We do another option which is Stretchers bars which is an add-on on top of the price of the kit.

What are your diamond beads made off?

We are proud to say that our diamonds are made of high-grade epoxy resin and are 2.8 mm in size.

How do I contact your support team?

You can contact us by submitting a form in our "Contact" page, or just drop us an email at team@diamondpaintinghouse.com. We will be happy to assist with any questions or issue that you might have.

How do i know what size to order?

Diamond painting kits come in so many different canvas sizes. Some paintings can be as small as 20x20cm to larger ones that can be as wide as 90 cm. The best way to do is to check the dimension of the particular painting that you want before purchasing it.

Why should I sign for your newsletter?

Our newsletter is a great way to keep you up to date with the latest arrivals, exclusive promotions, and limited offers.

How do I know which type of image to upload?

We highly suggest using large and high-resolution images with no smaller than 1 Mb. This will ensure a high-quality picture to show the details properly.

If you need assistance in deciding which image to upload, you may contact our support team at team@diamondpaintinghouse.com

How to upload the image I want?

To send us the image, simply click the “Upload” button on the "Customize Yours" page and select the photo from your device.

Can I edit my chosen image before uploading it?

Our team will be happy to provide you a complimentary photo editing service with every custom order. If you want to avail of this service, please contact us at team@diamondpaintinghouse.com before placing an order. We will send you the recommended size and edited image for your customized diamond painting kit.

When will my order arrive?

Once the order has been dispatched for shipping, delivery time is currently estimated within 14 working days for standard local shipping and 7 working days for express shipping. For international orders, the shipping may take between 10 to 24 days on average. 

The estimated delivery date can be found on the checkout summary page.

Important reminder:

  • Some deliveries may take longer due to weather conditions, possible official restrictions due to the pandemic and customs clearance process.
  • You might still experience unusual delays in the delivery due to the volume we are managing because of the previous situation of our country, and possible official restrictions still in place in certain areas worldwide.
Do you offer free shipping?

Sure! We are happy to offer FREE worldwide shipping, on all products! We also offer Express 2-4 days shipping options, for additional costs (and from time to time we even offer free express shipping, for purchases of $75 up.

Can i track my order? How?

We created an easy way to track your order(s) directly from your profile, simply click the track order tab at the upper-right hand of the page then enter the Tracking ID found from the Shipping Confirmation email we sent you.

Please note: It may take up to 3 working days for your tracking number to be activated, For more information please read the "Shipping Confirmation" email for further instructions.

Under what circumstances you offer returns and refunds?

The item must be unused. You must have the receipt. After you make a purchase from us the receipt is mail to you.

Time-frame in which you accept returns?

We accept all returns within 30 Days

When can i expect a refund?

Ones the refund has has been processed it can take up to 3 to 5 days for the credit to show up.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Where can I find my order number?

Your order number can be found on your profile by clicking the tracking button. We also send an order summary that includes the order number.

Will I be able to update or change my order?

Once an order is confirmed, the system will automatically send it to our team to prepare the package for shipment. Thus no modification can be done as the transaction was deemed final after you submitted it. You may, however, order that on your next transaction.

I want to cancel my order. Can I?

In Transit status on the order can’t be canceled as they are already with the courier. Orders may only be canceled if they are not yet fulfilled and don’t have the tracking number.

I need help! What can I do if I am missing some parts?

We will be happy to assist you with the missing parts. Kindly coordinate it with us at team@diamondpaintinghouse.com or click this link to contact support.

Why can’t I checkout / complete my order?

We will be happy to assist you with your order issue. Kindly coordinate it with us at team@diamondpaintinghouse.com or click this link to contact support.

I received a damaged item. Now what?

If your package or items arrived damaged, please contact our support at team@diamondpaintinghouse.com  and we will handle this issue accordingly.

What forms of payments do you accept?

We ensure security on our payment portal. Any form of online payment like PayPal, credit card or debit card is accepted.

I am willing to add my credit card credentials but how would I know if your website is secured?

We put much effort in securing our payment portal as we know how delicate credit card credentials are. A reminder will be flashed on your screen to let you know that the page is secured.

How to track my order?

To find your recent order, you may log in on your account and click on Track my Order. We also send an order summary to your email for your reference.

Can I return a product?

Our return policy lasts 30 days from the date of purchase. If 30 days have passed by since your purchase, unfortunately, we can’t provide you with a refund or exchange.

To know more about our return policy, click this link. Do take note that we don’t accept return on orders that are partially or completed diamond paintings and custom kits. 

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