FAQ

ORDERING

CAN I MAKE CHANGES TO MY ORDER?

Unfortunately, no. We start to process your order as soon as we receive it, therefore you will not be able to cancel or make changes to your order. If you change your mind after placing your order, you may return the item(s) within 7 days that comply with our return or exchange to address stated or any Diamond & Platinum boutiques.

 

WHAT HAPPENS IF AN ITEM IN MY ORDER IS NOT AVAILABLE?

If an item you have ordered becomes unavailable or out of stock, you will be notified via email from our customer service. We allow exchange the paid item value.

 

HOW DO I KNOW IF MY ORDER WAS RECEIVED?

After you place an order, you will receive an email from us with your order number and order details. This Order Confirmation email will contain the order number and order details. Once your order has been fulfilled, packed and delivered out by our warehouse, you will then receive an Order Shipped email which contains the delivery details and tracking information.

HOW LONG CAN I KEEP ITEMS IN MY CART?

Products are kept in your shopping cart for as long as the product is available. If the product becomes unavailable, you will be alerted at the cart page.

 

ARE THE SAME PRODUCTS OFFERED ONLINE AVAILABLE IN STORES?

We are unable to guarantee that the same products will be available both online and in stores. The online store will have a wider range of products and its sizes that physical stores may not carry.

 

DO YOU HAVE THE SAME PRICE ONLINE AND IN STORES?

We are unable to guarantee that the same prices will be available both online and in stores. You may find that the prices of our products may differ depending on the types of promotion running. The online price of our products is only valid for online purchase. 

 

COUPON CODES 

WHAT ARE DIAMOND & PLATINUM COUPON CODES?

DIAMOND & PLATINUM coupon codes are codes that can be applied to your order to receive an offer. These offers may exempt delivery charges or apply a discounted price for your item(s).

 

WHERE CAN I GET COUPON CODES?

DIAMOND & PLATINUM coupon codes may be found in our newsletters. By subscribing to our newsletter, we will periodically email you about exclusive offers that may include promotional discount codes. Please refer to the Terms & Conditions for our coupon codes, as they will vary. Coupon codes found on promo sites or forums are NOT endorsed by DIAMOND & PLATINUM and are outside of our control. The codes may be invalid or expired, and we are unable to authorise discounts under these circumstances.

 

HOW DO I USE THE COUPON CODES?

When you place an order, you will see a box on the checkout page where you can enter your coupon code. After you click "Apply Coupon", the coupon code will be applied and the discount will appear immediately along with your order total. The coupon code must be redeemed at the point of the ordering process; coupon codes may not be applied after the order has been placed. Only one coupon code can be used per purchase. Please note that you will not be able to use a coupon code as the only mode of payment for your order. The cost of the order must exceed the cost of the coupon code and a payment option must be provided.

 

I FORGOT TO ADD A COUPON CODE.

Unfortunately, coupon codes may not be applied after your order has been placed.

 

I ENTERED MY COUPON CODES BUT IT DID NOT WORK.

Our system will always recognise valid coupon codes. If the discount has not been reflected in your order total during the validity period, you can contact us via email (service@diamondnplatinum.com). Coupon codes can only be redeemed during the placement of orders; you will not be able to apply or amend your order once it has been placed.

 

HOW DO COUPON CODES AFFECT MY RETURN?

If you have decided to return item(s) that have a discount applied to the whole order, the amount refunded will be based on the net amount that you have paid.

 

RETURNS

WHAT IS YOUR RETURN POLICY FOR ONLINE PURCHASE?

Please read our Return Policy for further details and information.

You can, within 7 days of receiving an item ordered from the DIAMOND & PLATINUM online store (https://www.eshop.diamondnplatinum.com/), return any item(s) that you are not completely happy with.

All item(s) must be returned to us in free from scratches, blemishes, sizing or alterations, and without signs of wear or tear.

All item(s) must be returned in the original selling condition and include the original product packaging, price tags, and labels.

If the item(s) have been discounted either by promotion or coupon codes, the amount refunded will be based on the net amount that you have paid.

DIAMOND & PLATINUM reserves the right to deny a return or exchange if the item(s) does not meet the return policy requirements above.

 

CAN I EXCHANGE MY ITEM(S) PUCHASED ONLINE AT DIAMOND & PLATINUM STORES?

Yes. Please present your online cash bill to verify your purchase and submit your return form (included at the bottom of your invoice) to our DIAMOND & PLATINUM staff. For returns at physical stores, we only accept exchanges. No refund is allowed. If the price of the exchanged item is lower than the original price, the difference will not be refunded. Exchange need to be done within 7 working days upon the date of email you receive from Diamond & Platinum Customer Service.

 

WHAT ARE THE OTHER METHODS TO RETURN ITEMS PURCHASED ONLINE?

You may send the item(s) by courier service to address:

40-2, JALAN MAAROF, BANGSAR BARU, 589100 KUALA LUMPUR.

 

CAN I EXCHANGE AN ITEM VIA MAIL?

Unfortunately, no. If you have selected a return via courier service, exchanges are not available. You will be refunded via the original form of payment, and you may place a new order. 

 

WHEN DO I RECEIVE MY REFUND ONCE I HAVE RETURNED AN ITEM?

Your returns will be processed as soon as possible. It may take 14 to 20 working days from when we receive the items for your payment to be refunded. An email will be sent to you once the refund process has been completed.

 

WHAT SHOULD I DO IF I HAVE RECEIVED THE WRONG ITEM OR MY ITEM IS DAMAGED?

In the unlikely event that you have received incorrect or damaged item(s), please email to our customer service at service@diamondnplatinum.com for further assistance.

 

COURIER SERVICE DELIVERY

WHAT IS YOUR DELIVERY POLICY?

Orders opted for courier delivery will be handled by our appointed courier partner, and will require a signature upon delivery. It will take 7 -14 working days to for shipping.

 

HOW CAN I TRACK MY ORDER?

Please locate your tracking number from the delivery confirmation email or by logging in to your DIAMOND & PLATINUM account.

 

I HAVE NOT RECEIVED MY ORDER.

In the circumstance that you have not seen a status update for your delivery after 7 working days after receiving the delivery confirmation email, please email our customer service at service@diamondnplatinum.com for further assistance.

 

DO YOU OFFER INTERNATIONAL DELIVERY?

We only deliver to Malaysia and Singapore for the time being.

 

WHAT IF I ENTERED THE WRONG ADDRESS OR NAME IN MY ORDER?

If you notice your personal details are incorrect once you have placed your order, please email our customer service at service@diamondnplatinum.com for further assistance. 

 

 YOU’RE PROTECTION

HOW DO YOU KEEP MY PERSONAL INFORMATION SECURE?

We take your privacy and security very seriously. Please read our Privacy Policy for further details.

 

HOW SAFE IS SHOPPING ON DIAMOND & PLATINUM E-SHOP?

We realise the importance of securely storing any information that you provide. DIAMOND & PLATINUM maintains its position on never taking privacy and security matters lightly.

 

HOW TO...

HOW DO I SHOP ONLINE?

Simply select an item from anywhere on the site, choose your preferred then add the item to your shopping cart. When you are done shopping, go to your Shopping Bag on the top right side of the page to review your order.

All prices shown on the site are final. The total cost of the order shown at the checkout page is the price of the products ordered including GST, and delivery fees (if any).

During checkout, you can review and change your order details on the Order Summary page.

When you’re ready to complete your order, click on the “XXXX ” button and we will process your order immediately. Make sure you review this page carefully, as you won’t be able to make changes to your order once payment has been processed. You’ll also be sent a confirmation email shortly after placing your order.

 

I FORGOT MY PASSWORD - WHAT SHOULD I DO?

Go to the LOGIN page and click on the ‘Forgotten Password’ link. Enter the email address associated with your account, then click "CONTINUE". An email with a link where you can create your new password will be sent to you. Please ensure your email address is entered exactly as when you first registered it (as our system is very case sensitive). For your protection, the link expires three hours after the email is sent.

 

HOW CAN I FIGURE OUT MY SIZE?

Please refer to size guide on product details page for detail.  

 

I HAVE A QUESTION THAT IS NOT ANSWERED HERE.

This page provides the answers to our frequently asked questions. If you cannot find what you are looking for, you can get in touch with our customer care center by visiting our Contact Us page.

 

TECHNICAL ISSUES

MY ORDER WAS NOT PROCESSED.

Try to place your order again – sometimes when the site is experiencing high traffic, orders do not get placed. If it still does not work, please make a note of what happens and what messages the site gives you.

At times, it may be a credit card or compatibility issue. Please try a different browser and/or credit card to ensure it is not a compatibility problem. If you are still facing problems, try deleting the cookies / caches on your computer and then log back into your account. To do this you will need to go to the “Tools” tab in your Internet browser, select “Internet Options”, then choose “Delete Cookies” and hit "OK". 
If further problems persist please get in touch with our customer care center by visiting our Contact Us page.

 

Back to the top