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FAQ

Questions about payment 

  • Is it safe to pay with my credit card?

    Your data is totally safe. Your credit card information has been sent through Buckaroo during the ordering process, and is protected against unauthorized access by third parties thanks to Secure Socket Layer (SSL) encryption.

  • My credit card isn't accepted?

    There may be several reasons why your credit card can't be accepted or validated. Please choose another payment option or use another credit card.

  • Can I also pay after receiving my order?

    AfterPay conducts the entire subsequent payment process for Diamond Point. This means that you will receive a digital invoice from AfterPay via e-mail to pay for the purchased product(s). You can pay at Diamond Point with a digital acceptgiro.


    For approval of your request to pay with acceptgiro, AfterPay conducts a data check. AfterPay employs a strict privacy policy as described in its privacy statement. If your request for payment with acceptgiro should unfortunately not be authorised, you can naturally pay the product to be bought with another payment method.

    You can always contact AfterPay in case of questions. We refer you to the consumer part of the AfterPay website. Klik hier for the payment conditions.

  • Can I pay upon delivery?

    Diamond Point can only accept orders that are paid in advance.

  • How do bank transfers work?

    You can use internet banking to transfer the amount or to contact your bank to transfer the amount to the account of our payment provider, Docdata payments. After selecting the payment method "bank transfer" on our website, you will automatically receive the bank details from our payment provider. Any fees involved in the making of a bank transfer are to be paid by the consumer.

  • My order shows as 'In process' (Not paid yet) even though I transferred the amount longer ago than the bank transfer time of your country?

    Send us an e-mail at service@diamondpoint.net and add a copy of your bank statement in the attachment with the amount credited visible on it. This way, we can link your payment to your order. The following information needs to be mentioned on your bank statement:

    Account number;
    Accountholder name;
    Accountholder place;
    Name of the bank;
    City of the bank;
    IBAN number;
    BIC code;
    Reference used to make the payment;
    Account to which the payment was sent.

  • How long will it take before my bank transfer has been received?

    Take into account that your order will not be sent until the payment is received by us. If you choose to make a bank transfer, it will take longer before we receive the payment than if you choose one of the other payment methods.

    The processing time is 3-4 days for the Netherlands.

  • Within how many days should I transfer the amount of the order?

    The payment should be transferred within 7 working days after you have placed the order.

  • How does Paypal work?

    PayPal is a payment service that enables you to pay, send money, and accept payments. Register your e-mail address and your credit card or debit card with your PayPal account. You can pay bychoosing PayPal at checkout, logging into your PayPal account, and confirming your payment.

  • How can I receive an invoice?

    Please contact Diamond Point via the contact form, by selecting the option that your question has not yet been answered below.

 

Questions about shipment 

  • Can I get an express delivery?

    It is unfortunately not possible to request an express delivery currently.

  • I would like to change the delivery address?

    Due to the speed and efficiency of our online ordering system, we process all orders instantly. For this reason, the address cannot be changed after confirmation of your order. If your order is still pending/being processed (the payment is not yet received), it is possible to change the delivery address. Please contact Diamond Point through the contact form, by selecting the option that your question has not yet been answered below.

  • When will my products be delivered?

    Your online orders are delivered in perfect condition and are sent in a luxurious package. Your invoice, which also serves as certificate, is sent to you by e-mail.

    We use the following delivery times:

    1 to 2 working days: The product is in stock and is virtually delivered immediately.
    3 to 5 working days: The product is in stock and is delivered 3 within to 5 working days.
    3 to 6 working weeks: The product is being specially tailor-made for you.

    You have delivery times per product on the product page, shopping cart page and confirmation of your order that you receive by mail.

  • What happens to my order if I am not at home at the time of delivery?

    The carrier will try to deliver the parcel twice. Then the parcel will be held for another 3 weeks at the closest service point. After three weeks, the parcel will be returned to our warehouse.

 

Questions about returning 

  • My order has a delivery time of more than 3 weeks, can I return my order?

    From the moment your order is delivered to you, you have 14 days to return the item(s).Please note that specially tailor-made jewelry can not be returned.

  • Is it possible to return my order?

    From the moment your order is delivered to you, you have 14 days to return the item(s). The costs for returning your purchase are for your own account. The item(s) need(s) to be returned undamaged and unworn, in original packaging, including certificate and return form. Please note that specially tailor-made jewelry can not be returned.

  • How much are the returning costs?

    The costs for returning your purchase are for your own account. We advice you to return your package using PostNL. This way you will receive a traceable track & trace number. Sending your package using PostNL costs €6,95. We also advice to return the package secured. Sending a secured package is possible from €8,60. Returning your item(s) in one of our shops is free.

  • Is it possible to return an online purchase instore?

    It is possible to return your online purchase in one of our shops, free of charge. From the moment your order is delivered to you, you have 14 days to return the item(s) in on of our shops. Returning needs to be done in our Diamond Point shop, not through de Bijenkorf customer service.

    The item(s) need(s) to be returned undamaged and unworn, in original packaging, including certificate and return form. Please note that specially tailor-made jewelry can not be returned.   

 

Questions about complaints

  • How can I file a complaint?

    When you have complaint about our service, a jewellery or our website, we would like to hear that from you. You can file your complaint by filling in a contact form or by sending an e-mail to sales@diamondpoint.nl. We will examine your complaint and within 14 days we will respond elaborately. .

  • I am not satisfied with how Diamond Point dealt with my complaint, what should I do know?

    Are you not satisfied with how we handled your complaint? You could propose your complaint to: 

    Geschillencommissie Thuiswinkel
    Postbus 90600
    2509 LP Den Haag

     This is the address of the Dutch Foundation for Consumer Complaints Boards. You could also visit the website www.sgc.nl. Further, you could propose your complaint to the Dutch Foundation for Consumer Complaints Boards via a European ODR Platform (http://ec.europa.eu/consumers/odr/).