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FAQs

YOUR ACCOUNT

PRIVACY YOUR ACCOUNT HOW DO I CREATE AN ACCOUNT?

Click here to create your account.

I FORGOT MY PASSWORD!

Click here to reset your password.

HOW DOES THE REWARD PROGRAM WORK?

Click here to find out more about our rewards program.

HOW DO I SIGN UP FOR YOUR NEWSLETTER?

Click here to sign up for our Newsletter.

PENDING ORDER

PENDING ORDER WHAT IS MY ORDER NUMBER?

After placing an order on our website, you will reach the Thank You page with your order number. Shortly thereafter, you will receive an order confirmation email, which also includes your order number.

To locate the order number for a pending order on our website: 

- Log in.

- Go to "My Account" page.

- Scroll down to "Pending Orders".

CAN I ADD SOMETHING OR CHANGE MY ORDER AFTER PLACING IT?

If you order hasn't been picked packed yet, we'll be able to accommodate and make the desired changes.

MY ORDER IS LATE!

We are so sorry that your order did not arrive to you by the "approximate ship date" associated with your order. The "approximate ship date" is our best estimate as to when your package will arrive.

We suggest contacting the postal carrier responsible for delivering your package.

DREAMER DESIGNS Q&A

WHAT IS DIAMOND PAINTING?

Diamond painting is a relatively new and immensely fun craft that requires you to take tiny square or round shaped, flat backed rhinestones and place them onto a sticky template to create a stunning, ultra sparkly 5D image. Diamond painting therefore does not have anything to do with actual painting; it is thought to be more of a modern combination of cross stitch, paint by numbers and mosaics.

HOW BIG ARE THE CANVASES AND HOW LONG DO THEY TAKE TO COMPLETE?

Depending on the size of the canvas and your experience level, as well as how many people are working on a painting, kits can take50+hours to complete. Our smaller kits (30x30cm | 12x12in) and can take about 15or more hours to complete. Our larger kits (90x60cm | 35x24in) and can take 50or more hours to complete.The more time you spend diamond painting, the more skilled you become, and the faster you get! 

WHERE CAN I FIND DIAMOND PAINTING INSTRUCTIONS?

Instructions are included in every Dreamer Designs - Diamond Canvas Kit. To find instructions in other languages, click HERE.

For more in depth tutorials, you can visit our DreamerTV YouTube Channel. You will find dozens of videos to take you from beginner to expert level in no time!

ROUND OR SQUARE DIAMONDS?

All of our Diamond Canvas Kits come with ultra shiny 2.5x2.5mm square drill diamonds that have 9 or 13 different reflective surfaces. We think they look best and have a nicer aesthetic than round drills, which leave corners empty. Square drills 'click' into place and are preferred by most Diamond Paint enthusiasts. We may introduce round drills in the future but for now, we're all square! 

WHAT ARE THE AURORA BOREALIS (AB) DIAMONDS?

The Aurora Borealis (AB) rhinestones are our premium diamonds. We use them as accents to create a glowy effect across your finished canvas. These iridescent square diamonds have a special coating that simulates the colours of the Northern Lights. They’re shimmering, ethereal and completely beautiful!

WHY IS MY PAINTING PIXELATED?

Sometimes bigger is better...when it comes to canvas size! Diamond painting is pixel art and turning a design or painting into a diamond canvas template involves breaking the image down into individual pixels. Each pixel is a space for a diamond drill and that means if you shrink the design to a smaller canvas, a single diamond will cover more area on the design.

On a large canvas, an image of a bird may be several pixels. When you paint it with diamonds, you could have different colors in the bird, which means it would look more realistic.

If you were to shrink that same picture to a small canvas, the bird could be reduced to just a few pixels and just one color - definitely not as realistic!The small canvas would look more “pixelated”, which means the individual dots (or diamonds in this case) would be noticeable.

With Dreamer Designs - Diamond Canvas Kits, we try and avoid as much pixelation as possible. With some of our landscape designs, pixelation is inevitable but this is why we recommend to try and choose a bigger canvas size when opting for a design with lots of detail. We have many smaller kits with more of a basic design to avoid pixelation and this is perfect for beginner diamond painters.

WHY PURCHASE LEGALLY LICENSED DESIGNS?

Every single image that you see on our Dreamer Designs website is legally licensed from the original artist. One of the main driving factors for starting Dreamer Designs is based from the fact that most of our competitors are resellers from websites like Aliexpress and Amazon. Do you notice the same designs being sold across all of these websites? That's because they don't hold any licenses for these designs and often enough, the designs are stolen without artist consent. It's our mission to be the bridge between the artists paintings and the Diamond Painting Community by producing premium Diamond Canvas Kits, while giving full credit to the artists themselves.

HOW DO I GET FEATURED BY DREAMER DESIGNS?

By posting your WIP (work in progress) or finished Diamond Painting on Facebook, Instagram or within the Dreamer Designs Community Facebook Group, you have the chance to get featured on our page!

HOW DO I CLAIM MY FREE DREAMER DESIGNS EBOOK?

You can claim our eBook, "The Diamond Paint Effect" for free HERE

HOW CAN I BECOME A DREAMER AMBASSADOR?

To learn more and apply for our Dream Team ambassador program, click HERE

HOW DO I JOIN THE DREAMER DESIGNS FACEBOOK GROUP?

To become a member of our Exclusive Dreamer Designs Community Facebook Group you must be a customer or brand ambassador. This is because we give special benefits to our top supporters. If you are a customer and would like to gain access to a tight knit, supportive community of like-minded diamond painters, JOIN HERE

HOW CAN I SUBSCRIBE TO DREAMERTV?

Subscribe to our DreamerTV Channel HERE art and gain access to hundreds of Diamond Painting tips and tricks, DIY tutorials and other fun, relaxing video series.

HOW CAN I BECOME A PARTNERED DREAMER ARTIST?

We partner with artists around the world to act as the bridge between their amazing artwork and the Diamond Painting community. If you're an artist and would like to have your artwork translated into our Diamond Canvas Kits, please contact us HERE

SHIPPING

CAN I PICK UP MY ORDER?

Sorry, we don't offer in-person pick-ups. All orders are processed and shipped from our Los Angeles facility.

CAN I CHANGE MY DELIVERY ADDRESS?

If you just placed your order, please e-mail us at support@dreamerdesigns.com as soon as you can with your order number and request the shipping address update. Once your order status has been processed, we have a small window in which we can make the change. Please keep in mind that once an order has been placed and is in process, we may not be able to update the delivery address.

HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?

Unless otherwise instructed in your confirmation email, all orders are processed and shipped within 24 hours (excluding weekends and holidays.)

DO I NEED TO PAY CUSTOM/DUTY FEES?

Any duties or taxes for international orders are the buyer’s responsibility. For legal reasons, we do not manipulate the purchase price of our products so please be aware that custom/duty fees can happen when you are purchasing from any country outside of the USA.

DO YOU SHIP TO P.O. BOXES?

Yes, we ship to P.O. boxes.

HOW DO I TRACK MY PACKAGE?

To track your package, you can log in to your account to view your order history. Once your package has shipped, a tracking number will also be provided to you through email.

HOW DOES FREE SHIPPING WORK?

All orders above $75+ (In the USA) are eligible for FREE standard shipping. It will be automatically selected at checkout.

DO YOU SHIP WORLDWIDE?

YES, we do! Prices for shipping will display on the checkout page.

MY PACKAGE HAS BEEN MARKED AS DELIVERED BUT I HAVEN'T RECEIVED IT?

Unfortunately, that is not something we can assist with. If a package has been marked as delivered by the postal carrier, we are not able to issue a replacement unless the shipment is being returned to us. We suggest getting in touch with the postal service directly.

MY PACKAGE WAS SHIPPED BUT THERE IS NO TRACKING UPDATES!

There are instances where we ship the package but the postal courier has not updated the tracking information. This could simply be a delay from the courier or else the package may have been lost during transportation. If this is the case, we can file a dispute with the courier and resend the package for you.

MY PACKAGE WAS SHIPPED BUT THERE IS NO TRACKING UPDATES!

There are instances where we ship the package but the postal courier has not updated the tracking information. This could simply be a delay from the courier or else the package may have been lost during transportation. If this is the case, we can file a dispute with the courier and resend the package for you.

PROMOTIONS AND COUPONS

DO YOU HAVE ANY PROMOTIONS GOING ON?

To stay up to date with the latest promotions, sign up for our Newsletter HERE. We usually email our latest promotions/coupon code to our newsletter subscribers so make sure to sign up!

CAN I STACK MY REWARDS POINTS WITH OTHER PROMOTION CODES?

You can use your Diamond$ rewards at any time, however, they cannot be combined with other promotional coupons that are being offered.

HOW DO I REDEEM A COUPON CODE?

Once you have personalized your order and proceed to checkout, you will reach the "Payment Information" page. On the right hand side you will see a "Gift card or discount code" box. In the space provided, enter in your coupon code. Next, click "Apply". For any remaining balance, your credit card will NOT be charged until you “Confirm Order” on the next screen.

HOW DO I REDEEM MY DIAMOND$ POINTS?

To redeem your Diamond$ points, you will need to login to your Dreamer Designs account here. You then click on the pink Rewards icon on the bottom of the screen to see your balance. To redeem your points, you can click on Spend Points.

MY COUPON CODE DOESN'T WORK!

Some coupon codes have limitations. Certain codes work only for specific products and some have a one-time only use. Please note that all promos exclude shipping, taxes & customs fees.

PAYMENT

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We currently accept Visa, MasterCard, American Express, Discover, PayPal, Google Pay and Amazon Pay.

DO YOU TAKE PAYPAL?

Yes, we do!

DO YOU ACCEPT COD (CASH ON DELIVERY)?

Sorry, we do not.

IS MY CREDIT CARD INFORMATION SECURE ON YOUR WEBSITE?

All payments on our website are processed through a secure server. Your personal and payment details are kept 100% safe.

RETURNS

WHAT IS YOUR RETURN POLICY?

You can read about our return policy here.

WHAT IS YOUR CANCELLATION POLICY?

Orders can be canceled as long as they haven't been picked & packed or shipped. If your order has already been processed, we will not be able to cancel it for you. You will need to return it for a refund.

WHO PAYS THE SHIPPING RETURN FEES?

You must send back the unwanted product(s) at your own expense. We highly recommend shipping your piece(s) back via the same courier that it came from.

WHEN WILL I RECEIVE MY REFUND?

Your refund will be issued back to your card the day we receive your return.

WHAT IF I OPENED THE BOX ALREADY, CAN I STILL RETURN IT?

Once the plastic seal on the box has been opened, that marks the item as used. At that point, we unfortunately cannot accept it as a return.

HOW MANY DAYS DO I HAVE TO RETURN MY ORDER?

Yes, you must initiate your return no later than 30 days after receiving your order.

ARE THERE RESTOCKING FEES?

No, there aren't.

ORDER PROBLEMS

HELP! MY KIT IS DAMAGED!

If any part of your Diamond Canvas Kit is damaged, don't worry because it comes with a Lifetime Warranty from Dreamer Designs! Read more about our Lifetime Warranty HERE.

HELP! I SPILLED ALL OF MY DIAMONDS!

In case of any accidents or mishaps, we offer free Uh-Oh Insurance for all of our Diamond Canvas Kits. Read more about Uh-Oh Insurance here.

HELP! MY CANVAS IS FRAYING!

Our Dreamer Cloud canvases are made from 100% fabric. We do not use a paper or plastic blend like many of our competitors. This means that the canvas itself is made up of hundreds of threads intertwined together to form a solid surface. Therefore, fraying to the edges is to be expected. We have sewn a ribbon (aka the tiny border of dots around the edges) to prevent the fray from surpassing too far into the canvas or painting field.


If fraying occurs, you can simply snip off any extending threads with a pair of sharp scissors or take a 1:1 glue water ratio mixture and use a paintbrush along the edges. To learn more click HERE.

WHAT HAPPENS WHEN I REPORT AN ISSUE?

When you e-mail us, the information is submitted to our customer service department. Cases are addressed by our customer service agents individually and on a case by case basis and you are guaranteed to receive a response within 24 hours.


Please refrain from sending multiple emails regarding the same issue as this duplication will cause us to create multiple cases for the same issue.

HELP! I AM MISSING DIAMONDS!

We are very sorry to hear this, but are here to help! All Diamond Canvas Kits (including clearance items) come with lifetime missing diamond protection. Please reach out to our live chat or email us at support@dreamerdesigns.com with your order confirmation number and missing DMC code(s). One of our customer service representatives will be able to help assist.

HELP! I GOT AN ERROR AND CAN'T PLACE MY ORDER!

We are very sorry to hear this and are here to help!

1. Please try using a different browser, (try using Google Chrome!)

2. Try using a different device or computer.

3. Your credit card may be flagged by your bank (call your credit company and make sure you're able to use this card on our website)

If you are still unable to place an order, please send us a screen shot of the error so that our support team can determine the cause of your issue. You can initiate a live chat or email our support team directly at support@dreamerdesigns.com.

SECURITY & PRIVACY

WHAT ARE YOUR TERMS & CONDITIONS?

Click here to view our Terms & Conditions.

WHAT IS YOUR PRIVACY POLICY?

Click here to view our Privacy Policy.