What happens if my package is lost or arrives damaged?Updated 3 months ago
What Happens If My Package Is Lost or Arrives Damaged?
Lost packages -
At The Diamond Store, we take every step to ensure your order reaches you safely and in perfect condition. If your package is lost in transit, contact our customer service team as soon as possible at [email protected]. Provide your order number, delivery address, and any other relevant details to help us trace your parcel.
DPD investigations can take up to 6 working days. Once the investigation is complete, if the parcel is located, it can either be redelivered to you or returned to sender. If the parcel is not found, we will offer a replacement item.
DHL investigations can take up to 14 working days due to international delays and time differences. Once the investigation is complete, if the parcel is located, it can either be redelivered to you or returned to sender. If the parcel is not found, we will offer a replacement item.
Damaged packaging -
If the parcel looks damaged on arrival, you should refuse acceptance and not give the DPD driver your PIN. The parcel will then be returned to us. Please reach out to us to advise that the parcel has been refused so we can investigate with the courier.
If you find that your order packaging looks damaged following receipt, contact our customer service team at [email protected] within 24 hours of delivery if contents are missing. Include your order number, detailed photos showing how the parcel arrived, including all outer and inner packaging, and describe the condition of the parcel when it was received.
A full investigation can be conducted and once the investigation is complete we will be in contact.
Missing contents -
If you find that your order has missing content following receipt, contact our customer service team at [email protected] within 24 hours of delivery to report. Include your order number, detailed photos showing how the parcel arrived, including all outer and inner packaging, and describe the condition of the parcel when it was received.
A full investigation will be conducted and once the investigation is complete we will be in contact with an outcome. This process ensures we fully understand the cause of the damage and prevent further issues.