Returns & refunds
We want you to love your diamond art. If something isn’t right, we’ll make it right — quickly, and without a fight. Here’s the whole policy in plain English.
Our promises at a glance
- 30-day satisfaction guarantee on standard kits.
- Lifetime replacement drills — run out or lose some, we resend free, forever.
- Damaged or lost in transit? Fully replaced.
- Free proof + revisions on custom pieces, so you approve before we make it.
30-day satisfaction guarantee
If you’re not happy with a standard kit, contact us within 30 days of delivery. If the kit is unopened and unused, you can return it for a refund of the item price. If there’s a fault or a problem with your order, we’ll sort a replacement or refund — see below.
Missing, short or faulty drills
Kits include a little extra of each colour, but if you’re ever short or a bag is missing, you don’t need to return anything. Email a photo of the chart/colour code to [email protected] and we’ll send replacement drills free — for the life of your kit.
Damaged or lost in transit
If your parcel arrives damaged, send us a photo within 7 days of delivery and we’ll replace the affected kit free. If tracking shows your parcel is genuinely lost (stalled well beyond the delivery window), contact us and we’ll replace it or refund you.
Custom-from-photo pieces
Because custom pieces are made to order from your photo, they can’t be resold and so aren’t eligible for a change-of-mind return. That’s exactly why we send a free digital proof and offer free revisions first — nothing is crafted until you approve it. If a custom kit arrives faulty or damaged, we’ll remake or replace it. See the custom studio for how proofing works.
How to start a return or claim
- Email [email protected] with your order number and what’s wrong (photos help for damage or drill issues).
- We’ll reply with the fix — replacement, refund, or return instructions — usually within 1 business day.
- Approved refunds are issued to your original payment method. Banks typically take a few business days to show it.
A few fair exclusions
We can’t refund change-of-mind on opened/used kits, custom pieces you’ve approved and we’ve made, or the original shipping cost on a change-of-mind return. Everything else, we’ll work with you on. Prefer to talk it through? Reach us via the contact page.