FREQUENTLY ASKED QUESTIONS

FAQs

we’re here to help

YOUR ACCOUNT
HOW DO I CREATE AN ACCOUNT?
HELP! I FORGOT MY PASSWORD!
HOW DO I SIGN UP FOR YOUR NEWSLETTER?
HOW DOES THE REWARD PROGRAM WORK?
PENDING ORDER
WHAT IS MY ORDER NUMBER?

After placing an order on our website, you will reach the Thank You page with your order number. Shortly thereafter, you will receive an order confirmation email, which also includes your order number.

To locate the order number for a pending on our website:

  • Log in.
  • Go to the "My Account" page.
  • Scroll down to "Pending Orders".

CAN I ADD SOMETHING OR CHANGE MY ORDER AFTER PLACING IT?

If you order hasn't been picked & packed yet, we'll be able to accommodate and make the desired changes.

MY ORDER IS LATE!

We are so sorry that your order did not arrive to you by the "approximate ship date" associated with your order. The "approximate ship date" is our best estimate as to when your package will arrive.

We suggest contacting the postal carrier responsible for delivering your package.

DIAMOND ART Q&A
WHERE CAN I FIND DIAMOND PAINTING INSTRUCTIONS?
WHAT ARE THE AURORA BOREALIS (AB) DIAMONDS?

The Aurora Borealis (AB) rhinestones are our premium option. We use them as accents to create a glowy effect across your finished painting. These iridescent round diamonds have a special coating that simulates the colors of the Northern Lights. They’re shimmering, ethereal and completely beautiful.

WHY IS MY PAINTING PIXELATED?

Smaller paintings cannot be as detailed due to the nature of this type of art. Read more here.

SHIPPING
CAN I PICK UP MY ORDER?

Sorry, we don't offer in-person pick-ups. All orders are processed and shipped from our Las Vegas facility.

CAN I CHANGE MY DELIVERY ADDRESS?

If you just placed your order, please e-mail us at support@diamondartclub.com as soon as you can with your order number and request the shipping address update. Once your order status has been processed, we have a tiny window in which we can make the change. Please keep in mind that once an order has been placed and is in process, we may not be able to update the delivery address.

HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?

Unless otherwise instructed in your confirmation email, all orders are processed and shipped within 24 hours (excluding weekends and holidays.)

DO YOU SHIP TO P.O. BOXES?

Yes, we ship to P.O. boxes.

HOW DO I TRACK MY PACKAGE?

To track your package, you can log in to your account to view your order history. Once your package has shipped, a tracking number will also be provided to you through email.

HOW DOES FREE SHIPPING WORK?

All orders above $75+ are eligible for free Priority Mail shipping. It will be automatically selected at checkout.

WHAT‘S THE RATE FOR SHIPPING OVERSEAS?

Rates for shipping overseas do vary. Simply enter the necessary information and the shipping cost is automatically calculated during checkout.

WHY IS SHIPPING MORE EXPENSIVE FOR SOME ITEMS?

Some factors that can impact the cost of shipping is the location of delivery, weight of your package, and delivery time.

My package has been marked as delivered but I haven't received. Can you please reship?

Unfortunately, that is not something we can assist with. If a package has been marked as delivered by the postal carrier, we are not able to issue a replacement unless the shipment is being returned to us. We suggest getting in touch with the postal service directly.

PROMOS AND COUPONS
DO YOU HAVE ANY DISCOUNTS FOR FIRST-TIME CUSTOMERS?

We LOVE to set our customers up with discounts and promotions that are exclusive to members of our website! We encourage all new customers to sign up for DAC Insider, our first-ever rewards program before they do anything else. (Find details here)

After you set up your account and make your first purchase, you will receive your order with some extra surprises! We love giving our customers extra DAC goodies and rewards-- and we continue to give as you place more orders!

DO YOU HAVE ANY PROMOS/DEALS GOING ON?

To stay up to date with the latest deal, sign up for our Newsletter. We usually email our latest deal/coupon code to our newsletter subscribers so make sure to sign up!

HOW DOES DAC INSIDER WORK?

Click here for detailed information on our rewards program!

CAN I STACK MY DAC INSIDER REWARDS WITH OTHER PROMOTION CODES?

You can use your insider rewards at any time, however, they cannot be combined with other promotional coupons that are being offered.

HOW DO I REDEEM A CODE?

Once you have personalized your order and proceed to checkout, you will reach the "Payment Information" page. On the right hand side you will see a "Gift card or discount code" box. In the space provided, enter in your gift card code or coupon code. Next, click "Apply". For any remaining balance, your credit card will NOT be charged until you “Confirm Order” on the next screen.

HOW DO I REDEEM MY REWARDS POINTS?

To redeem your rewards points, you will need to login to your Diamond Art Club account here. You then click on the pink DAC insider on the bottom left corner of the screen to see your balance. To redeem your points, you can click on Spend Points.

MY CODE DOESN'T WORK!

Some codes have limitations. Certain codes work only for specific products and some have a one-time only use. Please note that all promos exclude Gift Cards, shipping, taxes & customs fees.

CAN I COMBINE CODES?

You can only redeem up to one code per order. Codes cannot be combined.

PAYMENT
WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We currently accept Visa, MasterCard, American Express, Discover, PayPal, Google Pay and Amazon Pay.

DO YOU TAKE PAYPAL?

Yes, we do!

IS MY CREDIT CARD INFORMATION SECURE ON YOUR WEBSITE?

All payments on our website are processed through a secure server. Your personal and payment details are kept safe.

RETURNS
WHAT IS YOUR RETURN POLICY?

You can read about our return policy here .

WHAT IS YOUR CANCELLATION POLICY?

Orders can be canceled as long as they haven't been picked & packed or shipped. If your order has already been processed, we will not be able to cancel it for you. You will need to return it for a refund.

WHO PAYS THE SHIPPING RETURN FEES?

You must send back the unwanted product(s) at your own expense. We highly recommend shipping your piece(s) back via Fedex/UPS not USPS.

HOW DO I INITIATE A RETURN?

Simply send us a quick message letting us know to expect your return and we'll take care of the rest for you.

WHEN WILL I RECEIVE MY REFUND?

Your refund will be issued back to your card the day we receive your return.

WHAT IF AN ITEM HAS BEEN USED?

Unfortunately, we don't accept returns for used items.

IS THERE A TIME LIMIT?

Yes, you must initiate your return no later than 30 days after receiving your order.

ARE THERE RESTOCKING FEES?

No, there aren't.

ORDER ISSUE
HELP! MY ITEM IS DAMAGED!

If your artwork is damaged, it comes with a lifetime warranty from Diamond Art Club! Read more about damage insurance here .

WHAT HAPPENS WHEN I REPORT AN ERROR OR E-MAIL YOU?

When you e-mail us, the information is submitted to our customer service department.

Cases are addressed by our Customer Service agents individually- case by case and you are guaranteed to receive a response within 24 hours.

Please refrain from sending multiple emails regarding the same issue as this duplication will cause us to create multiple cases for the same issue.

HELP! I AM MISSING DIAMONDS!

We are very sorry to hear this, but are here to help! All Diamond Art Club kits (excluding clearance items) come with lifetime missing diamond protection. Please reach out to support@diamondartclub.com with your order confirmation number and missing DMC code. One of our Customer Service representatives will be able to help assist.

TECHNICAL ISSUES
HELP! I GOT AN ERROR AND CAN'T PLACE MY ORDER!

We are very sorry to hear this and are here to help!

1. Please try using a different browser, (try using Google Chrome!)

2. Try using a different device or computer.

If you are still unable to place an order, please send us a screen shot of the error so that our support team can determine the cause of your issue. You can email our support team directly at support@diamondartclub.com.

SOCIAL & PUBLIC RELATIONS
I HAVE A PR OR BLOGGING REQUEST!

If you are a blogger or have a press inquiry, please email (pr@diamondartclub.com) Please provide us with your social channels and any other information that might give us a better understanding of your community. We look forward to working with you!

ARE YOU PLANNING A SPECIAL EVENT OR MEET-UP?

Please email your request to (events@diamondartclub.com). Be sure to include your website/ social channels, type of event you're planning and other details. We look forward to hearing from you!

HOW DO I FOLLOW YOU ON YOUR SOCIAL PLATFORMS?

We would love to connect with you! Just add us on our social media below!

SECURITY & PRIVACY
WHAT ARE YOUR TERMS & CONDITIONS?
WHAT IS YOUR PRIVACY POLICY?
CONTACT INFORMATION
WHAT IS YOUR CONTACT INFORMATION AND BUSINESS HOURS?

Our mailing address is:

750 N San Vicente Blvd, 8th Floor

West Hollywood, CA 90069

USA

Our business hours are M - F, 9am - 6pm PST.

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