WHAT IS MY ORDER NUMBER?
After submitting an order on our website, you will go through to the thanks-page which will display your order number. Shortly after, you will receive an email with your order confirmation, which also includes your order number.
WHAT IS THE DELIVERY TIME?
Typical shipping timeframes are as follows:
USA: Between 7 - 30 days average
Canada: Between 10 - 30 days average
Europe: Between 7 - 30 days average
Australia: Between 7 - 30 days average
All Others: Between 15 - 30 days average
CAN I ADD OR CHANGE SOMETHING AFTER I HAVE PLACED AN ORDER?
If your order has not been sent yet, it is possible for us to adjust it.
MY ORDER IS RUNNING LATE!
We apologize that your order has not arrived with you within the timeframe we set in our expected delivery time. The expected delivery time is our best possible estimation for when your parcel will arrive.
HOW MUCH ARE THE SHIPPING COSTS?
All orders are sent by us for FREE!
WHICH COUNTRIES DO YOU SHIP TO?
At My Painting World, we provide worldwide shipping!
We offer standard shipping to the United Kingdom, Ireland, the United States, Canada, Australia, New-Zealand, India, Iceland, Norway, Sweden, Denmark and Finland.
Is your country of residence not in this list? If you send us an email, we will add your country to the checkout options so you can easily order in our store! No worries, we will not charge any shipping costs.
CAN I CHANGE MY ADDRESS?
If you have just placed an order, please send us an email to info@yourpaintingworld.com Make sure to include your order number and ask us to change the delivery address.
Take into account that it is most likely not possible for us to adjust your address if your parcel has already been sent.
HOW LONG DOES IT TAKE BEFORE MY ORDER WILL BE ON ITS WAY?
Unless indicated otherwise in the confirmation email, all orders will be processed and sent within 72 hours. (This doesn’t include weekends and holidays.)
HOW CAN I KEEP TRACK OF MY PARCEL?
To follow your parcel, you can login to your account and view your order history.
As soon as your parcel has been sent, you will receive an email with the track and trace information. Have you not received this? Please contact us.
MY TRACK AND TRACE IS NOT DISPLAYING ANY INFORMATION?
This can happen. This is often because the delivery service has not processed your parcel yet. Check again in a couple of days!
THE TRACK AND TRACE INFORMATION STATES THAT MY PARCEL HAS BEEN DELIVERED, BUT I HAVE NOT RECEIVED ANYTHING. WHAT DO I DO?
Unfortunately, we can’t help you with this. If a parcel has been marked as delivered by the courier, we are not able to send a replacement unless the order is returned to us. We would advise you to get in touch with the courier straight away.
HOW DO I PAY?
With money or coupons. No matter which method of payment you choose, your transaction is always secure.
Credit card: the total amount will be reserved and charged as soon as your parcel has been delivered.
PayPal: an easy and fast way to pay, you won’t need to submit any contact details as they are already known by PayPal.
Coupon: add your discount code or coupon code on the ‘contact details’ page. The page will show you how much is left to pay after the code has been processed.
ARE MY PAYMENT DETAILS SAFE ON YOUR WEBSITE?
All payments on our website are processed through a safe and secure server. Both your personal and payment details are safely stored.
HOW DO I RETURN MY ORDER?
You can read more about our return policy here (link).
CAN I CANCEL AN ORDER?
Yes. As long as your parcel has not been sent yet, you can cancel it. You can send us a message to let us know.
We do work as fast as we can. Therefore, your cancellation request might reach us after your order has been sent. You can still return it after you have received it.
DO I HAVE TO PAY TO RETURN AN ORDER?
You will have to send the unwanted product(s) back to us on your own cost.
HOW FAST WILL I BE REIMBURSED AFTER RETURNING MY ORDER?
Your payment will be refunded on the day we receive your return.
WHAT IF THE PRODUCT HAS BEEN USED?
Unfortunately, we can’t accept any returns of used products.
IS THERE A TIME LIMIT?
No, just send whenever you want. The package cannot be opened.
HELP! MY PAINTING HAS BEEN DAMAGED
If your diamond painting has been damaged, it will be replaced with the livelong warranty of My Painting World.
Send us a message with the following information:
Name:
Order number:
Description of the problem: (add a photo)
How can we help?: (let us know what we can do to brighten up your day.)
HELP! I’M MISSING STONES!
We’re very sorry to hear this, but we’re here to help you! All diamond paintings from My Painting Painting are delivered with a lifelong missing stones protection.
Send us a message with your order number, the missing colour code(s) and how many bags you will need.
HELP! I’M GETTING AN ERROR CODE AND AM UNABLE TO PLACE AN ORDER!
We’re very sorry to hear this and we’re here to help.
Firstly, try to use a different browser. (Try Google Chrome!)
If this doesn’t improve anything, try a different device or computer. Check if you have selected the correct payment method and the correct bank.
If you still can’t place an order, send us a screenshot of the error, so our support team can find out what causes this problem.
Send us a message with the screenshot.
I HAVE A PR OR BLOGGING REQUEST!
If you are a blogger or if you have a press inquiry, send an email to info@yourpaintingworld.com. Provide us with your social media channels and other relevant information to give us a better understanding of your community. We are looking forward to working with you!
I WOULD LIKE TO ORGANISE A SPECIAL EVENT!
Email your request to info@yourpaintingworld.com. Make sure to state your website, social media channels, the type of event you are planning to organise and any other details. We’re looking forward to hearing from you!
WHAT ARE YOUR CONTACT DETAILS AND OPENING TIMES?
You can reach us via email on info@yourpaintingworld.com
We are always available and usually reply within a few minutes, during weekends as well!