Contact Us

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123 Street Avenue, City Town, 99999

(123) 555-6789

email@address.com

 

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FAQs

ORDERING

+ How do I place an order?

Simply add the item you wish to purchase and add it to your shopping cart. Proceed to the checkout page, fill in your personal information, and enter your payment details.

+ How do I enter a discount code?

Look for the discount code space in the end of the checkout. The discount will immediately be reflected in your payment total. Please note that we accept only one discount per order.

+ How do I know if my order went through successfully?

Once our warehouse processes your payment, we will send an order confirmation to the email address you provided when placing your order.

+ Is it possible to change or cancel my order?

Please contact our Customer Service as soon as possible. If your order hasn’t reached the fulfilment stage, it’s possible we may still be able to change or cancel it. However, often times we are unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.

+ When will my order ship?

After your payment is verified, it takes up to 48 hours to process and ship your order. This does not include weekends or holidays.

+ Will I have to pay international taxes and duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Customers that will place an order with an European Union delivery address, will not be subject to import duties as we will ship the products from our warehouse in Europe.

The general amount for the duties and taxes fee is about 20% of the amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

We cannot control and are not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

+ What payment methods can I use?

Credit cards (Visa, Mastercard and American Express), which is processed via Stripe Inc., PayPal or Apple Pay are accepted.

Why didn’t my payment go through? Check to see if your billing address is different from your order’s shipping address. Stripe, our payment system, automatically blocks these transactions for your protection. In that case, we recommend you use another payment method.


 SHIPPING & DELIVERY

+ How much does shipping cost?

Standard shipping is always free!

+ When will my order arrive?

The product is usually delivered within 3 to 10 working days. However, shipping may take longer than 10 days depending on national customs regulations. We are not responsible for any delays because of these procedures.

+ Will I be able to track my order?

Yes! You will receive a tracking number once your order has been dispatched from our warehouse.


RETURNS & EXCHANGES

+ Do you accept returns?

As an important part of our value chain, we offer a 14-day return policy. You will receive a refund once the product has arrived back at our warehouse and we have assessed its condition (in original packaging with all components and accessories included). For return instructions, please contact our Customer Service at customerservice@diamstars.com

+ What is your refund policy?

We will refund merchandise within 7 days of receipt, provided that the product is still in its original packaging and there are no signs of use or misuse. Eligible returns must be sent via registered mail. After all the requirements are met, we will refund you the amount you paid for the order, minus shipping and packaging.

+ How long does it take to process my return?

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 7 working days to process depending on your bank or payment provider. After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account.

+ I received the wrong product. What do I do?

We ask all customers to check your original orders and compare your product against the website when you receive it. If you believe you received the wrong item, or your order is damaged, please contact us within 7 days so we can work with you to correct the issue.

+ Do you offer exchanges?

Yes, within 14 days of receiving your order. As with returns, the item you wish to exchange must be in mint condition with all original packaging and components. You may exchange it for a product of equal or lesser value; we will refund you the difference for lower-priced items and bill you for the difference for a higher-priced product. Please note shipping fees will be applied to the exchange.