Diamond Painting Shipping & Returns

This policy applies to completed, handcrafted diamond paintings sold by Phoenix Crafted, including unframed artwork, artwork with handcrafted wood frames and pieces eligible for a custom frame request.

About Our Diamond Paintings

Our diamond paintings are sold as completed works of art—not as kits. Each piece is carefully handcrafted and finished before it is offered for sale.

Because every painting is completed by hand, small variations in diamond placement, alignment, finish and appearance are natural and make each piece unique.

Framing Options

Depending on the listing, a diamond painting may be offered:

Unframed
With an included handcrafted wood frame
With the option to request a custom handcrafted wood frame

Available framing details are listed on the individual product page.

If a painting does not include a frame, you may request a custom handcrafted wood frame through our Custom Order page.

Custom framing is priced separately unless the product listing specifically states that a frame is included.

Custom Handcrafted Wood Frames

Custom frames are made to complement the selected artwork and may be personalized based on available options such as:

Frame dimensions
Wood type or appearance
Stain or paint color
Finish
Display orientation
Hanging or display hardware

Available materials and finishes may vary. Final details, pricing and production time will be confirmed before the custom order is accepted.

Custom frames begin production only after the design details and price have been approved.

Order Processing

Processing time depends on whether the artwork is already completed, whether a frame is included and whether custom framing is requested.

Ready-to-ship artwork generally requires less preparation time than artwork requiring a custom handcrafted frame.

You will receive an order confirmation after checkout and a separate shipping confirmation with tracking information once the piece has been packaged and transferred to the carrier.

Shipping

Available shipping methods and rates are displayed at checkout.

Delivery estimates begin after order processing is complete. Carrier delays, weather, holidays and other circumstances outside our control may affect delivery time.

Large or framed pieces may require additional preparation, protective packaging or a separate shipment.

Free Shipping

Complimentary standard U.S. shipping is available on qualifying orders of $50 or more after discounts and before taxes, unless otherwise stated on the product page.

Oversized artwork, custom framing or special handling may require an additional shipping charge. Any additional charge will be disclosed before a custom order is finalized.

Packaging

Diamond paintings are packaged carefully to protect the completed surface during transit.

Depending on the artwork and framing style, packaging may include:

Protective surface coverings
Corner protection
Rigid backing
Padding around handcrafted frames
A reinforced shipping box

Please open the package carefully and avoid using sharp tools near the artwork or frame.

Address Changes

Please review your shipping address carefully before submitting your order.

If a correction is needed, email Phoenix@Phoenix-Crafted.com as soon as possible.

We cannot guarantee that an address can be changed after the artwork has entered final preparation or shipment.

Inspecting Your Artwork

Inspect the diamond painting and any included frame as soon as the package is delivered.

Keep all packaging materials until you have confirmed that the artwork arrived safely and matches your order.

Damaged or Incorrect Orders

Please include:

Your order number
A description of the issue
Clear photographs of the entire artwork
Close-up photographs of the damaged area
Photographs of the frame, when applicable
Photographs of the shipping box and interior packaging
A photograph of the shipping label when requested

Keep the artwork, frame and all original packaging until the claim has been reviewed.

Do not attempt to repair damaged artwork or framing before contacting us, as this may affect the available resolution or carrier claim.

Loose Diamonds

An occasional loose diamond may occur during shipping and does not necessarily mean the artwork is defective.

If only a small number of diamonds have shifted, contact us for guidance before attempting a repair.

If a substantial area has been damaged or diamonds have detached extensively, submit photographs so the issue can be properly reviewed.

Returns

Because each diamond painting is a completed handcrafted work of art, return eligibility depends on the type of purchase.

Standard, noncustom artwork

A return may be considered when requested within 14 days of confirmed delivery, provided the artwork:

Has not been displayed, altered or damaged
Is returned in its original condition
Includes all original packaging and components
Includes the original frame and hardware, when applicable
Is securely packaged for return shipment

Artwork with an included standard frame

The painting and frame must be returned together. Partial returns of only the artwork or only the frame are not accepted unless specifically approved.

Custom and Final-Sale Pieces

The following items are final sale unless they arrive damaged or incorrect:

Custom diamond paintings
Personalized artwork
Custom-sized artwork
Custom handcrafted wood frames
Artwork altered at the customer’s request
Made-to-order framed artwork
Clearance or final-sale pieces

Custom work begins only after the specifications and pricing have been approved. Because these pieces are created for a specific customer, they cannot normally be returned or exchanged for a change of mind.

Return Shipping

Customers are responsible for return shipping unless the artwork arrived damaged or incorrect.

Approved returns must be shipped using a trackable and adequately insured shipping method.

The artwork must be packaged securely. Phoenix Crafted is not responsible for damage that occurs because of inadequate return packaging.

For framed, oversized or high-value artwork, additional return-shipping instructions may be provided.

Refunds

Approved refunds are issued to the original payment method after the returned artwork has been received and inspected.

A deduction may apply if an approved return arrives damaged, incomplete or in a condition different from how it was originally shipped.

Original shipping and custom-framing charges are not refundable unless the order arrived damaged, defective or incorrect.

Bank and payment-provider processing times may vary after a refund is issued.

Order Cancellations

Ready-to-ship artwork

Custom frames and made-to-order work

Custom orders may be canceled only before materials have been purchased or production has begun.

Once custom production has started, the order may be noncancelable or subject to charges for materials and work already completed.

Care After Delivery

To help preserve your finished diamond painting:

Keep it away from prolonged direct sunlight.
Avoid excessive heat, moisture and humidity.
Do not press sharp objects against the diamond surface.
Lift framed artwork by the frame rather than the decorated surface.
Use appropriate wall anchors and hardware for the artwork’s weight.
Dust gently with a soft, dry cloth or clean soft brush.
Do not apply liquid cleaners directly to the diamonds or handcrafted wood frame.

Request a Custom Frame

To request a handcrafted wood frame for an eligible diamond painting, visit our Custom Order page.

Include the artwork you are interested in, the desired frame appearance and any sizing, color or finish preferences.

Contact Us

For shipping, damage, returns or custom-framing questions, email Phoenix@Phoenix-Crafted.com.

Please include your order number and the artwork name so we can assist you promptly.

THE THIRD IS OUR GIFT · Buy any 2 eligible candles or wax melts, receive a third free | Complimentary standard U.S. shipping on qualifying merchandise totals of $50+ after discounts