FAQs

Frequently Asked Questions

Orders

How can I view my order status?

Sign into your account and review the complete history of all your orders. To view the status of an international order, please email jack_blackdiamond@163.com or view your international order history.

Can I change or cancel my order once it's been placed?

If you are still shopping and have not hit the "Complete order" button, you can remove items from your cart and make any changes necessary.

Once you hit the "Complete order" button, your order has gone through. Please contact us through Messenger or email us at jack_blackdiamond@163.com to make any changes. 

What happens if the item I have ordered is out of stock?

Usually, if an item is showing on our website then it is available to order. You can sign up to receive an email the moment a product is back in stock if an item is not available.  However, demand can sometimes outweigh the amount of stock we have and we may not be able to fulfill your order. If this is the case, we will let you know as soon as we can.

Shipping, Return & Exchanges

Can I return or exchange my purchase if I don't like it?

Yes, you can return & exchange within 30 days of delivery. For more information, see our Returns & Exchange policy.

Do you ship internationally?

Unfortunately we do not ship internationally at this time, but we are working on it! Meanwhile, check us out on Amazon if you are in Canada, UK, France, Germany, Spain, Italy, or Japan. 

How Much Does Shipping Cost?

Place the items you wish to order in your shopping cart and our cost calculator will display the cost for each of the shipping options. 

For detailed shipping rates, please refer to our Shipping & Delivery policy.

My Account

How do I create an Account?

You don't have to have an account to shop at diamondcandy.cn, but there are advantages to creating one:

  • Check the status of your order and track it via a link.
  • View your order history, a detailed list of each order you have placed with us
  • Print and reprint receipts from previous orders
  • If you need to make a return, initiate the process immediately from our website and track the refund
  • Shop with just a click of a mouse as your shipping, billing, and credit card information is encrypted and stored in your account (which you can amend as needed). 

To create your account, click on Register/Log in located at the top of every page. Fill out the Create New Account section. When you return to our site, log in as a Returning Customer.

You can change account information at any time by signing into your account.

How Do I View My Order Status?

You can click Order Status to see an itemized list of every order you've placed with diamondcandy.com. You'll need to be logged in before you can access your orders.

You can view each order’s:

  • Invoice number
  • Total cost
  • Payment method
  • Shipping method
  • Shipping status
  • Link to tracking info

Payment

Why was my payment declined?

Credit cards may be declined for a variety of reasons.

If your debit or credit card was declined , check to see if:

  • Your email address or phone number is entered correctly.
  • Your card is expired or out of date—if the card you have on file doesn ’t have your current billing address or is expired it will be declined. You can update your card ’ s expiration and/or your billing address quickly and easily in your diamondcandy account.
  • You need to confirm your card—your card may need to go through a confirmation process.
  • Your card company or bank has more information—if the above steps don ’t solve the issue , you can call your credit card company to identify the problem.  If you can still use your card , please try your transaction again.

    •  

    If your payment won ’t process with your bank account or you ’re still having problems with your card , try:

    Checking out with your PayPal account.

    See How You can Check out with PayPal

    1. Choose PayPal to checkout from your shopping cart   

    2. Or click express PayPal when you at the checkout page   

    3. You will be directed to PayPal log in page, choose "Pay with Debit or Credit Card" if you do not have a PayPal account   

    4. Enter your card number and billing information

     

    What Type Of Payments Do You Accept?

    diamondcandy.com accepts: Visa, Mastercard, Discover, American Express and PayPal.

    Coupons & Discounts

    How to redeem coupon codes?

    1. We offer exclusive discount codes to some of our users time to time. You will receive the code in our promotional email newsletters or while you are browsing the site, which can be redeemed by pasting the code during checkout.

    2. Some of our promotions offer discounts on certain product combinations. For example, “Buy 1 get 1 15% off on all down jackets” gives you 15% off on the second down jacket in your cart. The discount will automatically be applied to eligible items in your cart, and the discount amounts will be displayed in the page. You do not need to enter any code during checkout.