FAQ

Ordering

Am I able to cancel an order
Unfortunately this is not possible. Once you’ve ordered something at Bday Diamond, delivery is final. You are not able to cancel your order. Don’t worry if you are not satisfied with your order. You can return the product up to 14 days after receipt of delivery.

Do I have to register to place an order?
No, this is not required. You can make an order with or without registration.

Will my personal data be disclosed to third parties?
No, personal data is only used to carry out your order. Your information is thus not passed on to third parties. For more info, please check our Terms & Conditions.

Am I able to place an order with my smartphone or tablet?
Yes, you can view and order our products on your laptop, tablet or smartphone.

I haven’t received a confirmation e-mail?
After you have placed an order, you will be automatically notified with a confirmation e-mail. In this e-mail, you will find an overview of your purchase, delivery address, contact info, …

If you did not receive this e-mail within a few minutes, it has probably been classified in your junk mail (unwanted or spam e-mails). If you aren’t able to find the confirmation e-mail in there as well, please do not hesitate to contact us by means of the contact form or via info@bdaydiamond.be so we can look into this further.

What should I do if my order isn’t correct?
Please contact us within 24 hours via info@bdaydiamond.be of through our contact form. Let us know what you exactly received. We will do the necessary to deliver you the correct items.

What should I do if my item has been damaged?
Before we ship a package, all items are checked by Bday Diamond. In addition, sturdy packaging is provided. Check your order immediately after receipt and contact us within 24 hours if any damage still occurred during shipping.
You can report damages via info@bdaydiamond.be. Please add an image of the damaged item so we can assist you as fast as possible. The packaging must be kept until you have determined that the order is in good condition. Returns should always be in concert with Bday Diamond.
If your received products are in fact damaged or defective, the return shipping fee will be refunded.

 

Payment

Which payment methods are offered at Bday Diamond?
You can safely purchase your order by means of the following methods:

  • Bancontact/Maestro
  • Visa
  • Mastercard

We do not charge any additional fees for online payments!

You will receive a confirmation e-mail with our account number. Your order will only be shipped once your payment has been verified.

Is shopping on Bday Diamond safe?
To safely process online payments, we have partnered up with PayPal, a secure online payment system. PayPal meets the stringent requirements that credit card companies demand for online payments.

You are assured of safe processing of your payment because we rely on the secure SSL (Secure Socket Layer) protocol? This means that all of your personal data regarding payment of your order will be secured. We comply with all privacy laws and all other legal requirements. We will never disclose your personal information to third parties without your permission.

Is it possible to receive an invoice of my order?
You will automatically receive an invoice of your order.


Shipping 


How much are the shipping costs?
The shipping costs are free within Belgium. Within Europe, we charge 10 € shipping costs. Outside Europe, the shipping costs are 25 €. We ship each package via Track & Trace. You can track the location of your package online through E-tracker:
http://www.bpost.be/nl/track/

How can I receive my order if I’m not home during the day?
You can fill out a different delivery address when placing your order and enter the address of your neighbours or workplace. If you’ve still entered your own address, but will not be home for delivery, please notify your local mailman by leaving a message on your mailbox. You will then have 14 days to collect your package in the nearest post office that is specified on the note you’ll receive.
If you do not collect your package, it will be returned to Bday Diamond.

I have placed 2 or more orders. Can I ship them together?
Unfortunately this is not possible. All orders are processed and shipped separately.

When will my order be delivered?
The maximum delivery time within Western Europe is 8 working days after confirming your payment (weekends and holidays not included) Worldwide the delivery time is between 8 and 12 days, depending on the land of destination.

Am I able to track my package online?
Your package is shipped via BPost with Track & Trace. In our confirmation e-mail, you will find a Track & Trace code that you can enter at any time to track the location of your package: www.bpost.be/nl/track/.

Can I adjust the delivery method after placing my order?

Unfortunately this is not possible. Once your order has been placed, you are no longer able to change the method of delivery. 


Returns

Am I allowed to return an item?
As a customer, you are entitled to inform Bday Diamond that you waive the purchase without payment of a fine and without a statement, within 14 calendar days after receiving the goods.

The item must meet certain conditions before you are allowed to return it. These terms can be found on our Returns page.

What are the costs for a return shipment?
The fees for a return shipment are for your own account and are not refunded by Bday Diamond. However, we do recommend you to return the article(s) to us through insured mail from BPost. You will then receive proof of shipping and a Track & Trace code.

As soon as we receive your return, you will be notified by e-mail.

Return costs are only refunded if you have received a defective, damaged or incorrect item.

When do I receive my refund?
After receiving your return in good order (taking into account the terms & conditions), you will receive a refund of the initial purchase value within 14 days on your account (note: shipping costs will not be refunded). Please provide us with the correct account number via the contact form. 


General questions

What about privacy?
By placing an order on the website of Bday Diamond BVBA, the Purchaser expressly agrees to the processing and usage of his/her personal data for purposes such as the administration of the customer base, management of orders, deliveries and invoices, the monitoring of solvency, marketing and advertising.
Bday Diamond will not disclose any personal information to third parties. The Purchases has the right to request and modify all data. The Purchaser always has the right to oppose processing of his/her information for direct marketing purposes. For more information, the Purchaser is requested to attend the public registry by the Commission for the Protection of Personal Life in Brussels.

 

The gift 

How am I sure that the diamond is real?
Each diamond is accompanied by an official certificate.

Which standards should the image meet?
In order to get a good result, the image has to be at least 10 cm in size and 250 dpi. It should be forwarded digitally.

Is it possible to receive a gift for a twin?
This is possible. We will then process 2 identical diamonds in the gift. The delivery period however is slightly longer.