How do I place an order?
After deciding the product(s), quantity, size(s) & shipping method, simply click the “Add to Cart” button then proceed to Check Out. If you are buying multiple products, click the Cart icon at the upper right corner of your screen to proceed to Check Out.
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process.
- Easily view your order status and order history.
- Receive updates detailing our new releases and special promotions.
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
What if I typed the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter ‘?’ to ‘c’.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order. You can track your order here.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
What size should I get?
You can read the guide here.
Where exactly are the custom canvases made?
Our custom canvases are made in China using advanced manufacturing technologies and strictly following high-demand US standards.
When you order a Custom Diamond Painting, it will go through 3 main processes including design process at our headquarter in Singapore; production & packaging process at our manufacturing facilities in China.
Can I change my order?
Yes, we accept any changes to an order. Please note that if you need to make any changes to your orders, please contact our Customer Service within 24 hours of placing the order.
Can I cancel my order?
Probably! Cancellations must be made within 24 hours of order placement. Please direct message to us within 24 hours so that we can process cancellation.
Your payment will be credited back to your account once cleared.
Paypal will take 1-2 days, for Credits cards will take around 3-5 business days.
What are your Payment Methods?
We accept credit cards (Visa, Master Card, American Express, and Discover) and PayPal.
What is the currency of the store? Can I pay in another currency?
Some prices will be shown in local currency depending on which country (GEO IP address) the customer is in for their convenience. However, when customer checks out, they will be billed in USD. Your bank or card service provider will automatically convert your subtotal depending on their current conversion rates.
Am I being charged for a transaction fee?
Since our office is based in Singapore, an international transaction fee might reflect on your bank statement. Please note that this is a valid charge that your financial institution have collected. Each bank will have its own policies. If you have questions, please contact your bank so that they can assist you further.
I ordered 2+ items, but only received one... where's my order?
We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way 🙂
Where are your items shipped from?
Our main warehouse is in China, from there our products will be worldwide shipped out. We also have a branch warehouse in US as well, which stores the seasonal and best-selling items.
How does shipping work?
We partner with global merchants and artisans in order to provide you the best prices and the most interesting products. Your order is shipped from global areas such as China via our partnership with USPS. We ship directly from our partners, your item may take 1-4 weeks to arrive, depends on your country. We update the latest shipping status here.
The tracking number for my order stopped updating, what happened?
If you’re buying from outside of the U.S. (particularly in Canada), your country’s customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada’s customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country’s customs department directly and ask that they release your items immediately.
Besides, it will be updated slowly due to transiting on the ocean (your package is on the shipping container) so it could not be showed the specific position.
Why my order has many different tracking numbers?
We ship your items separately from different warehouses, you may receive one item before the next. That’s why they update different tracking numbers for you to track easily.
Can I change my shipping address?
Once you have placed an order, the information goes straight to the shipping department which takes 4-7 working days to process. After that the shipping department will send you shipping confirmation emails with tracking codes. Hence, if you need to make any change to your shipping address, please contact our Customer Service within 24 hours of placing the order.
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.
To all UAE customers, please provide your PO Box or Zip code during checkout to avoid delays on processing and shipping of your orders.Customs, Postal Services & Us (Pretty Neat Creative) are different entities hence we are not liable for any delays caused by customs or local post services.
How long do I wait until my order is sent out?
All orders are made-to-order so it takes about 7 – 10 business days to process in our warehouse and transport to Logistic Agency then. This means that your order will carefully be produced one by one and then sent out within this period.
When will I receive my items after I place an order?
Your item may take 1-4 weeks to arrive, depends on your country. Delays may occur due to holidays and/or any unforeseen events such as flood, typhoon or pandemic. Please do note as well that custom inspections can be a factor during shipment. We update the latest shipping status here: https://www.prettyneatcreative.com/blog/shipping-status-update/
How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.
How do I track my order?
Tracking numbers (and tracking links) are included in your shipping confirmation email. Alternatively, you may use below links to track down your parcel(s):
https://www.usps.com/ (for US customers only)
If your parcel has been shipped via the Express mail, you can use these tracking links:
For further assistance, please contact our Customer Service here.
I tracked down my order and the status says Return to Sender, what should I do?
In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mail box or door step.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
RETURNS AND REFUNDS
What if I need to return something?
Please read our guide here.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 365 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 3 – 7 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.