Help Center
https://help.auscreative.com.au/hc/en-au
Address
Moorabbin 3189 Vic
Australia
Business Hours
Customer Service - 9am - 4pm (Monday to Friday)
Closed - Saturday & Sunday
FAQs
How can I contact customer service?
We're online and here to help. For the quickest response, drop us an email via the Contact Us page: and we will get back to you as soon as we are able.
Our operating times are Monday – Friday 9am-4pm AEST.
For any questions regarding your order please email sales@diamondpaintingkits.com.au and be sure to include your order number so that we are able to assist you as efficiently as possible.*Please note that we are unable to search via an email address or PayPal transaction ID.
Can I change or cancel my order once it has been placed?
Once you've completed your order, it will already be progressing to the next stage, so if you email us with an alteration request, we will try our best to assist you if we are able, however sometimes it may be too late to make any changes, so we kindly ask you to double check your order before confirming payment.
I have not received my order.
Please refer to our guide on delivery times of products below:
After the order has been placed, it takes 5-7 business days to dispatch the products. Once dispatched you should receive your order within approximately 14-21 days.
We use an express shipping service to send your parcels from our overseas supplier.
How do I track my order?
You will be able to track your order as soon as it leaves our fulfilment centre OR our partner provider and is on its way to you - we will send you the tracking details in an email. Please note that this email can occasionally go into the junk folder of your emails so please be sure to check there too!
If you have just received the email with your tracking details, please allow up to 72 hours before you see updates as your parcel endeavours to move through the postal stream.
I think my order has been lost, help!
In this instance, the first port of call is to check which postal company has your parcel. Although we would love to be able to let you know the exact location of your parcel, unfortunately only the postal company has this ability.
If you find that there have been no physical scans on your parcel for
more than 7 business days, please email us at
sales@diamondpaintingkits.com.au so that we do our best to assist you by lodging an investigation for you to ascertain the whereabouts of your parcel.
Please note: During peak times of traffic (e.g. Boxing Day or Black Friday sales) or service disruption (e.g. strikes or natural disasters) scanning and updates may be reduced.
I have only received some items from my order, where are the remaining contents?
If some of your order has not arrived, it is most likely that your order has been split into multiple shipments or some items may be on back-order.
Orders containing multiple items may be split automatically by our system depending on stock levels at the time your order was placed. This is so that we can get your order to its destination as quickly as possible.
Where a split shipment has been made, you will receive different tracking email notifications.
For further information, you can log in to your account to see updates on any current and completed orders.
If you think that items are missing from your order, please contact us.
Do you accept Creative Kids Vouchers or NDIS funding?
We are not set up to operate with these services.
Email
support@auscreative.com.au
