Refund policy

We want every kit to feel like a quiet pleasure, from the moment it arrives to the last diamond you place. If something is not right, we will put it right.

Before you order

The easiest return is the one you never need. If you are unsure which kit is right for you, our Size Guide helps you choose the right canvas, our format guide explains rolled, stretched, framed and board kits, and How Diamond Painting Works shows what the craft involves. New to diamond painting? Start with our Beginner Kits.

Changing your mind

Unopened standard kits can be returned within 14 days of delivery. Kits must be unused, sealed and in their original packaging. Once we receive your return, we refund the price of the kit and any standard delivery you paid. This does not affect your statutory rights, as set out in our Terms of Service.

Contact us before you send anything

Please do not post a return without speaking to us first. Our kits are sent from our factory in mainland Europe, as explained on our Shipping and Delivery page, so the right return address depends on where you are. Write to us through our contact page with your order number, and we will reply with the best address for you to use. Parcels sent without contacting us may be delayed or lost.

Return postage

The cost of sending a change of mind return back to us is paid by you. We recommend a tracked service, as we cannot refund a return that does not reach us.

Custom paintings

Custom paintings from our Custom Atelier are made individually from your own photograph, so they cannot be returned, exchanged or refunded. If your custom kit arrives damaged or faulty, contact us within 14 days of delivery and we will replace it. You can read more about how we create them on our Custom Atelier page.

Damaged, faulty or incorrect items

If anything arrives damaged, faulty or not as ordered, contact us within 14 days of delivery with your order number and a photograph. We will replace the item or refund you, and you will not pay anything to send it back.

Every kit includes a small surplus of each diamond colour. If you do run short while working, let us know and we will send what you need. Spare tools, trays and finishing pieces are also available in Studio and Framing.

How to start a return

1. Write to us through our contact page with your order number and the item you would like to return.
2. We reply with the best return address for you.
3. Send the kit back, ideally with tracking.
4. Once your parcel reaches us and has been checked, we confirm your refund by email.

Refunds

Refunds are made to your original payment method within 14 days of us receiving your return. Your bank may take a few further days to show the amount.

Still have a question? Our Frequently Asked Questions may already have the answer.