FREQUENTLY ASKED QUESTIONS (FAQ)
ORDERS AND PAYMENT
What payment methods do you accept?
We accept credit/debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay.
Is my payment secure?
Yes, all payments are processed through PCI-DSS certified gateways. We never store your complete card information.
When will my payment be charged?
Your payment is charged immediately upon order confirmation. This allows us to begin the careful preparation of your order, which requires 7-10 business days to ensure the highest quality standards.
Can I modify or cancel my order?
Contact us at support@diamante.live within 24 hours of placing your order.
Response time: 24-48 business hours
Once preparation begins (7-10 business days), modifications are no longer possible.
Do you offer gift cards?
Not at this time, but you can choose the site credit option with 10% bonus when returning products.
SHIPPING
What is DDP pricing?
DDP (Delivered Duty Paid) means the price you see includes everything: product, express international shipping, VAT, customs duties, and clearance. No additional costs at delivery.
This premium service eliminates all surprises and customs complications, providing a truly seamless international shopping experience.
How long does order preparation take?
Each order is carefully prepared by our team to ensure the highest quality standards. This artisanal process takes 7-10 business days (Monday-Friday, excluding Italian holidays). During peak seasons (Black Friday, Christmas), it may take 2-3 additional days.
How long does delivery take?
After preparation, your order is shipped worldwide via premium express courier partners with full tracking.
Total delivery time (preparation + express shipping):
· Italy: 10-17 days total (7-10 processing + 3-7 express shipping)
· Europe (EU): 10-17 days total (7-10 processing + 3-7 express shipping)
· Europe (non-EU): 10-17 days total (7-10 processing + 3-7 express shipping)
· North America: 10-17 days total (7-10 processing + 3-7 express shipping)
· Asia: 10-17 days total (7-10 processing + 3-7 express shipping)
· Oceania: 12-20 days total (7-10 processing + 5-10 express shipping)
· Latin America: 12-20 days total (7-10 processing + 5-10 express shipping)
Can I track my order?
Yes, you will receive a tracking number via email once your order ships. You can also track it anytime in your account at diamante.live
What if my package is lost or damaged?
Contact support@diamante.live immediately with photos (if damaged).
Response time: 24-48 business hours
We will open an investigation with the carrier and send a replacement or provide a full refund.
RETURNS AND REFUNDS
What is your return policy?
You have 14 days from receiving your order to return products for any reason, a period that accompanies the exclusivity of our DDP service (Duties Included) and completely Free Returns.
How do I return an item?
Email support@diamante.live with your order number and items to return.
Response time: 24-48 business hours
Within 48 hours, you will receive a prepaid return label and instructions.
When will I receive my refund?
Once we receive your return, our quality team will complete the inspection within 1-3 business days. The refund will be issued immediately after approval and will then take 3-10 business days to be credited to your account, depending on your payment method and bank.
Total timeframe: Maximum 14 days from when we receive your return (as required by EU law).
What is the site credit option?
Instead of a refund to your card, you can choose to receive site credit equal to your refund amount plus a 10% bonus. This credit is issued immediately upon approval and never expires.
Can I exchange an item?
We do not offer direct exchanges. Please return your item for a refund and place a new order for the desired product.
PRODUCTS
Are your products authentic?
Yes, all products sold on DIAMANTE are 100% authentic and carefully curated for quality.
Do product colors vary?
Colors may vary slightly due to screen settings. We strive for accurate photography.
Are handcrafted products identical?
Handcrafted products may have slight natural variations, which is part of their unique artisanal charm.
What if a product is out of stock?
If an item becomes unavailable after your order, we will contact you within 48 hours to offer an alternative product or full refund.
ACCOUNT
Do I need an account to order?
Yes, creating an account is required to place orders and track shipments.
How do I reset my password?
Click "Forgot Password" on the login page and follow the email instructions.
Can I change my account information?
Yes, log into your account and update your information in the account settings.
CONTACT
How can I contact customer service?
Email: support@diamante.live
Average response time: 24-48 business hours.
