I didn't receive an order confirmation email, did my order go through?
When we have high traffic releases order confirmations can be delayed. As long as you received an order number as part of your checkout then your order has gone through. We recommend that you save your order number for your records.
I'm seeing a double charge on my bank/credit card statement, did I get charged twice?
This is a temporary hold on your credit card placed by your bank/credit card company and it will be automatically removed within 3-5 business days.
I just placed an order, can I cancel it?
Unfortunately, we are unable to cancel orders once your order has been submitted. Please use the Returns tab at the bottom of our home page to initiate a return shipment.
I ordered from your online shop and need an exchange?
Please follow the instructions on our Returns page for instructions on how to initiate a Return Shipment
I placed an order online can I come and pick it up at the store?
Unfortunately, we do not allow customers to pick up their web orders from our stores.
I emailed customer service, how long will it take them to respond?
Due to high volumes of enquiries, it can take our customer service representatives up to 24 hours to respond. Sending multiple emails only delays yours and other peoples enquiries, please only email once.
I purchased a Gift Card online can I use it at one of the Diamond Flagship stores?
No, Electronic Gift Cards can only be used through our web store.
These questions didn't help. Who should I contact?
Please email firstname.lastname@example.org for WEB STORE PURCHASES ONLY.
Any other brand enquiries can be directed to email@example.com