Customer Service

 

Shipments will be made within 48 hours of payment, Monday through Thursday. We do not ship on Fridays, weekends or holidays. Items ordered over the weekend will be shipped out on Mondays ( unless it’s a holiday ). Due to our travels to Red Hat Conventions, sometimes this rule has to be broken. If you are in need of something stock, right away, call us to make sure we will be able to get it out within that 48 hour time frame.

 

OUT OF STOCK: Occasionally an item may be out of stock. If that is the case, we wil ship stock items ordered and include a not telling you of the out of stock item. You will be issued a refund via credit card or paypal for the item we are out of stock on. We do not do Back Orders. Occasionally we will substitute an items that is equal to or greater in value, and if its similar in looks.

 

DISCONTINUED ITEMS: Occasionally an item may be discontinued and not available. We try hard to keep out website updated to reflect these changes, but sometimes it is out of our control. If an item is no longer available, we will issue a refund for that item.

 

SHIPPING AND HANDLING:  We offer shipping with USPS ( Postal—$5.95 Postage and Handling) and UPS. You can choose either method. The differences are with USPS, if there is damage or a claim needs to be filed, the customer ( YOU ) have to deal with the Post Office. They will not deal with the sender of the package. From our experience they also will not admit they have lost a package and will not file a claim. They have told us, "Oh Well", when we have lost several shipments sent to us.  With UPS, if there is loss or damage, we take care of any claim and paperwork. For orders of $60 or more, we offer Free Shipping. Delivery time is 2—5 business days to you location. We do not provide tracking numbers, however, we do have them on file, within 24 hours of shipment and can email them upon request if necessary. All shipments to PO boxes must be sent through the Post Office. Shipments to Hawaii and Alaska also are shipped Postal. WE SEND AN EMAIL LETTING YOU KNOW THE PACKAGE IS ON THE WAY, SO BE SURE TO KEEP AN EYE OUT FOR IT. 

 

OVERSEAS AND CANADA SHIPMENTS: Canada: We only ship UPS to Canada, due to the Post Office not insuring packages out side of the U.S.—For Canada packages, you may be responsible for Duty and Taxes at Customs. If a package does not get processed and paid in Canada Customs, and is returned to Diamond Diva Designs, you will be liable for the return shipping and any and all duty, taxes and fees that are charged to us through Canadian Customs. Overseas: We do not offer shipping overseas, unless it is to an APO or military address. If you have a US address in which an item can be shipped, we will be happy to send packages to that address. Paypal payments may not allow shipping to addresses other than those in your account. These are Paypal Policies.

 

RUSH:  As per our policy on stock orders above and shipping time frames, if you need a stock item  soon, realize we are in Georgia, so shipping is usually 2—5 business days depending on your location. We offer faster UPS methods of shipping, however, if you are in a zone that is normally 2 day ship from GA, do not spend the money on 2 day shipping. It will cost you twice as much and  get there in the same amount of time. If you are in CA or west coast, then it would benefit you to spend the extra, since that would normally be 5 business days, and if you need it faster than that, 2 day is the best choice.

WE DO NOT OFFER RUSH ORDERS ON CUSTOM PINS— Production time is estimated at 6—7 weeks for custom items, and since we always have several weeks worth of orders in process already, we feel it is not fair to customers who placed orders ahead of a new order, to be put aside for someone else’ order that might be needed faster. Please see all information in the Custom Pin area for details.

 

RETURNS: Returns are accepted within 7 days of being received by you. Customer must send an Email about the return of the item(s) within 1 day of receiving the item. Items must be in the original condition, not worn or altered. We will issue a refund with the same method as payment was received. Returns DO NOT apply to Custom Pin Orders unless there is an error that is Diamond Diva Designs fault.

REFUNDS: For payments made via credit card, the full amount of refund will be processed on the card provided for payment. Usually it take a few days for the credit card company to post your refund. PAYPAL refunds will be made for the amount to be refunded MINUS the Paypal processing FEE we are charged for the transaction. Paypal has recently changed their policy, and we are not refunded this service charge when refunding to a customer, therefore, we can not refund that percentage of the payment. 


REFUNDS OF SHIPPING AND INSURANCE COSTS:  If the item you are returning, is for exchange due to OUR error we will pay shipping costs. For other returns,  shipping is not refunded or return postage not paid. Your refund will be made when your returned items are received.

 

WARRANTY:  We give a 30 Day Guarantee. We examine all the merchandise for quality, and we do a visual on the Custom Word Pins, but due to packaging do not check the clasp. We try our best to provide quality products to our customers. All our merchandise is guaranteed for 30 days from the time you receive the items. We are not responsible for damage that may happen after that time. This is custom jewelry, therefore, can be damaged by miss use or handling by the customer. Since we design our pieces and know how they are made, know if something is defective or has been damaged by mishandling. Notify us Immediately of damage, missing or incorrect merchandise as soon as you receive it. Diamond Diva Designs will ship Missing or Incorrect items to you immediately. If the item is damaged within the first 30 days, and does not appear to be due to shipping, you may carefully repackage the damaged item, and send it back to us. ( see address below )We can not replace the item until we receive the damaged item back. If you would like to know more about how to care for and handle your pieces and what can lead to breakage and damage, we do offer a Divas Handbook on Rhinestone Jewelry for sale.

Items Damaged Due to Shipping: DAMAGED ITEMS: If you suspect that an item is damaged in shipment, DO NOT DISCARD shipping materials and all packaging. Contact us immediately at 706-346-1688 or email us at info@diamonddivadesign.com and we will file a claim for any UPS shipments. UPS may need to contact you to examine the item and the packaging material. As soon as they approve the claim, usually within a week, we will ship a replacement to you. CUSTOM PINS ARE NOT INCLUDED IN THIS TIME FRAME—If a replacement can not be shipped due to being discontinued, we will let you know when you email us about the damage and if sent back to us, may be able to be repaired. If not you will be refunded the full amount including your shipping charges or you may select another item(s). If there is a difference in value you will either be credited or charged depending on the case.(US Postal damage is the responsibility of the customer to file claims.)

 

GENERAL POLICY—CUSTOM PINS: We guarantee our custom pins for 30 days from the date of shipping. If there is a defect in a custom pin it will show up immediately. We will replace any items that is incorrect due to our error until it is correct. Errors in spelling are the responsibility of the customer. Make sure when you enter the wording in the provided space, that the spelling is correct. If it is not, it is your responsibility to contact us immediately to make the correction. We do not guarantee after 30 Days due to user wear and treatment of the item. We suggest you read the Care info page and be aware the custom pins are made well, however, they are not made of solid gold or silver, and there fore are more fragile than “real” jewelry. Be careful in handling the pins and not squeezing letters to hard, or getting them snagged on clothing.  You may want to order the Divas Handbook on Rhinestone Jewelry to understand how rhinestone jewelry is made, how to care for it and repair it.  

CANCELLATION OF CUSTOM PIN ORDER: If for some reason you wish to cancel a custom pin, you may do so. If the order has not been submitted to the factory ( which happens each Thursday ) you can get 100% refund. IF the order has been submitted to the factory for production, a refund of 50% of the purchase price will be refunded. If nothing is to be shipped to you, then you will also be refunded the shipping charges you were charged. 

CLASP INFORMATION:  IF THE CLASP IS LOOSE AND DOES NOT STAY CLOSED, SQUEEZE THE SIDES OF THE ROTATING PORTION TOGETHER TO PUT MORE PRESSURE ON THE INTERIOR ROTATING PIECE. THIS WILL MAKE THE PIECE HAVE LESS MOVEMENT AND WILL STAY CLOSED BETTER USE TWEEZERS OR NEEDLE NOSE PLIERS.  ALSO AVOID HANGING YOUR PURSE OVER THE SHOULDER YOU WEAR YOUR PIN—THIS IS MOST COMMON CAUSE OF DAMAGE TO A PIN.

 

LOSS OF A PIN: A SAFETY GROMMET IS INCLUDED WITH ALL PINS. THIS SMALL RUBBER PIECE IS TO BE REMOVED FROM THE PIN BEFORE SLIDING THE PIN THROUGH THE FABRIC. AFTER THE PIN IS INSERTED IN FABRIC, SLIDE THE RUBBER SAFETY BACK ON THE PIN AND SLIDE IT UP TO THE FABRIC. YOU CAN NOW CLOSE THE CLASP. IF THE CLASP WERE TO COME OPEN, THE SAFETY WILL STOP THE PIN FROM FALLING OFF YOUR CLOTHING. IT WILL HANG  THERE, WAITING TO BE RE-CLASPED.

 

DIAMOND DIVA DESIGNS

3 CENTRAL PLAZA #167

ROME, GA 30161