Frequently Asked Questions
Before sending an email to our department make sure you check all the questions below. These are our frequently asked questions and you may find an answer or a solution here faster.
If none of the answers below don’t help you simply use our Contact Form at the bottom of this page, or send a direct email at [email protected] including your Full Name, Order Number (if any), and your question/s or information about your case.
We deliver only to the USA, Canada and Australia.
(SOON in UK, France, Germany and more)
Our warehouse is based in CHINA
Our current handling time is 4-6 working days, depending on the period.
The average arrival time is 11-21 working days. Be aware that any order can, however, take up to 30 working days or more (extremely rare cases), but is mainly depending on your location, the product, and the period of the year.
$6.90 for one product + $5 for every extra product
Our express shipping method is free for all order over $74.90
We start working on your order as soon as we get it, so we don’t guarantee that we can make any changes or modifications to an order after it has been placed and confirmed, and we reserve the right to decline any order cancellation for ANY reason but this factor depends mainly on your response time.
We usually accept order cancellations only within 24 hours since the payment has been made, excluding high-demand products.
We cannot proceed with cancellation if your order contains high-demand products that are getting a lot of traffic, purchases, and volume because our team starts working on every order immediately, so we can keep up with the volume and ship the packages as fast as possible.
If your order seems to be taking longer than anticipated, as well as for any questions about shipping or tracking, please contact our support at [email protected] or use the Contact Form below, including your Full Name and Order Number.
Please consider that it’s just a usual process. The reason behind is because we ship all of our items in different packages for safety and security reason, as well as to avoid customs taxes for our customers located in some countries.
We also have multiple warehouses located in different parts of the world and we are working with private suppliers to offer you the best quality and prices than other competitors, so it’s a normal process to receive the packages separately and maybe a few days apart if you ordered two or more different items.
If you have received only one item from your order but purchased two or more, please be patient, the other/s are on the way and expected to arrive soon. For any questions, please don’t hesitate to contact our support team at [email protected].
Absolutely. If you have already placed an order you should be expecting our Shipping Confirmation email which is sent within 4-6 days and which also contains your tracking link and number.
If you can’t access your email or for some reason, you gave us a wrong email, please contact us at [email protected] including your Full Name and Order Number.
Once you have your tracking number/s you can track your order/s on our Track my Order page.
For manufacturing defects, or if the product isn’t as described, the respective item/s can be refunded within 30 days since the delivery of your package. If 30 days have gone since your product/s arrived at the destination address, unfortunately, we can’t offer you a refund or an exchange.
To be eligible for a refund, your item must be unused and in the same condition as you received it. For your return inquiry to be accepted, we require proof of shipping which contains information about the returned package and also a Tracking Number of the parcel.
Firstly, please send us an email directly to [email protected] including your Full Name and Order Number to notify us that you’d like a refund or an exchange, or simply use our Contact Form at the bottom of this page.
If you have received a refund, your payment should now appear in your PayPal account. If you paid with a Credit Card, your bank will process the refund and should appear in your account within 7-14 days.
For more information about refunds/returns/exchanges, please view our Refund Policy.
Absolutely! All of your payment information is kept safe and secure. Our customers can pay their order either with a Credit Card or a PayPal Account.
We process all the payments through two well-known third-party payment systems called PayPal. Keep in mind that we don’t even see, have access or hold any of your payment information.
Our website is designed for fast and secure ordering. Each customer benefits from our Buyer Protection and each order comes with its Tracking Number.
Our checkout it’s using secure socket layer technology (SSL Enabled) and it’s trusted by all major web browsers. When checking out, all of your payment information is kept safe and secure.
The only information we receive is your name, delivery address, and email
Check to see if you’ve properly filled out all details including your Full Name, Email, Full Shipping Address, Phone Number, and also your Payment Details.
If you have issues with your Credit Card we recommend you double-checking the details and trying again or to call your bank as your Credit Card might have a spending limit. The best and fastest method is to simply use another Credit Card for your order.
If you are still having issues, please contact us immediately at [email protected].
As soon as your order is placed, you should receive our Order Confirmation email within 1–5 minutes.
If you paid with PayPal, please make sure to also check the email address associated with your PayPal account. You should also be checking your Spam and/or Promotions Folder from your email.
If you have still not received any email/s from us please send an email at [email protected] including your Full Name and Order Number, or simply use the Contact Form at the bottom of this page.
Currently, we accept Visa, Mastercard, American Express, and PayPal.
Not at this time, but we are looking to make our grand opening with a physical store at the mid of 2022, in the US
This doesn’t usually happen but please contact our support immediately at [email protected] including your Full Name and Order Number, or simply use the Contact Form at the bottom of this page.
Absolutely. We are 100% transparent and space-free with our customers.
Please be aware that any order can, however, take longer to arrive depending on your location.
NOTE: The process can take a little longer for high-demand products, and also during the busy Christmas period.
DO I HAVE TO PAY CUSTOMS & TAXES ON MY PACKAGE?
Please be aware that any shipment may be subject to import duties and/or taxes applicable to your country or to the country you’re shipping to. You will be responsible for these additional charges that incur customs clearance when your package reaches your country.
Unfortunately, Mary’s Diamonds has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customs office for further information
- Each of our kits comes with the following:
- Well build, soft but long-lasting poured glue canvas with a design chart and protective cover
- Sparkly perfect cut 26 facet diamond drills
- Diamond applicator tool and golden tweezer
- Tray with wax
*Please note that kits come without a frame.
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