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Generic Diamond: Online Store Support STORE SUPPORT – Generic Diamond

Free Shipping

At Generic Diamond we aim to keep shipping as cheap and fuss-free as possible. More importantly, we understand that getting your product quickly to start your treatment is important to you, so we make every effort to process and deliver your orders as soon as we can.

We’re proud to offer free SingPost shipping within Singapore on all orders over $ 500.00 SGD.

We ship all of our international orders via FedEx International which is the safest and most secure way. All International orders are subject to $80.00 USD International Shipping Fee.

Each shipment is securely packaged and fully insured.

Shipping Policies

Your order will be shipped to you fully insured. We highly recommend all customers to inspect your package for damage or tampering before receiving or signing for receipt.

Shipping method and times

After your item has been packaged, it will be shipped and delivered via one of the following methods:

• Free SingPost shipping within Singapore on all orders over $500.00 SGD,
• FedEx International Priority for all international orders, with a fee of $80.00 USD.

Most items are typically shipped within 1-2 business days in Singapore and 2-7 business days for international orders. If you wish a faster delivery, we offer upgrade options in the checkout for a minimal fee. Please specify it in the checkout.

Order status and tracking information are available by clicking Order Status.

Signature Required

For security reason and for your protection, a signature is required for all orders, regardless of any waivers you may have with SingPost or FedEx.

Shipping to an alternative address

If you will not be home to sign for your order or want to have a gift shipped directly to the recipient, Generic Diamond can ship your order to your place of work, or another more convenient destination.

As a security precaution, when you order product priced $500.00 USD or more to be delivered to a destination other than your billing address, we will confirm that your credit card has this alternate shipping address on file. To prevent any delays, please contact your bank or credit card company before placing your order to ensure that the alternate shipping address is added to your account as an authorized destination. This security precaution protects our customers from fraudulent activity and will expedite the shipping process.

P.O. box addresses

Please note that Generic Diamond cannot ship any orders to a P.O Box.

Shipment packaging

All our diamonds are packed in a secure diamond blister presented in a carton box with leaflet and placed in a carton box protection for transportation, including the appraisal and diamond certificate (if applicable). To view a sample of our packaging, click here.

Return

If for any reason you are not completely satisfied with your purchase, we will be happy to refund or exchange your diamond within 30 days of purchase. For more detail, please read our Return Policy.

For more information about our policies, please read our Terms and Conditions Policy and do not hesitate to contact us if you have any questions.

International Shipping

Generic Diamond offers shipping to more than 40 countries:

North America:

Canada, Mexico, United States

Europe/Eastern Europe:

Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

Asia/Asia Pacific:

Australia, Hong Kong, Japan, New Zealand, Singapore, Taiwan

Middle East:

United Arab Emirates

Africa:

South Africa

If you don’t see your country listed, contact us and we will try our best to ship to you.

Shipping method and times

After your item has been packaged, it will be shipped and delivered via FedEx international shipping.

Most items are typically shipped within 2-7 business days for international orders. If you wish a faster delivery, we offer upgrade options in the checkout for a minimal fee.

Please note that International orders could potentially be delayed by customs procedures upon arrival at the destination country. Prior to delivery, the shipment may be subject to the customs fees, import duties, taxes, and other charges of the destination country. These charges are always the recipient’s responsibility.

Insurance

Generic Diamond protects all international orders from loss or thefts during transit by providing shipping insurance through our trusted couriers. Your order will be fully insured from the minute it leaves our office to the minute it arrived to you. For more information about insurance, please contact us.

Customs, Duties & Taxes

The customs office of the destination country may impose customs fees, import duties, taxes, and other charges to your international order. These additional charges required for customs clearance are the responsibility of the recipient. When your order arrives at customs, FedEx or the customs office will contact you directly to arrange for the payment of any charges that may be due.

The duty and tax calculator below shows estimated duty and tax rates. Simply select the destination country and then input the net cost and we will provide an approximate calculation of the duties and taxes you will be asked to pay.

Calculate Tax & Duty

Country
Net Value

Tax and Duty for Singapore

Type Tax Duty
Rate 7.00% 0.00%
Value (SGD) 0.00 0.00
Total tax and duty SGD 0.00

More info: Singapore custom website

Generic Diamond has no control over these charges and the actual amount charged by customs may differ from the rates above. Please ensure you have checked the duty and taxes rates with your local customs office. Generic Diamond hold no responsibility for the accuracy of the above calculations.

Limitations

Please note that products shipped internationally may not be designed in accordance with destination country standards, specifications, and labeling requirements. The customer is responsible for determining that products can be lawfully and legally imported into the destination country.

Privacy

Please note that international shipments are subject to opening and inspection by customs authorities. Furthermore, information about your order, shipment and products will be attached with your package as part of the customs clearance process.

Gift orders that are shipped to an international destination will be marked with a “Gift” label. The customs form must include the price of the items in order to establish the value of the package for clearance.

International Returns

If for any reason you are not completely satisfied with your purchase, we will be happy to refund or exchange your diamond within 30 days of purchase. For more detail, please read our return policy.

When you return items from an international order, you act as the exporter and are bound by your country’s shipping regulations. You are responsible for any shipping costs, including customs fees, taxes, postage, and duties, as well as the retrieval of customs fees and taxes collected by the carrier upon delivery of the package. Tax assessment and refund decisions are made by the local authorities and are not controlled by Generic Diamond.

For more information about our policies, please read our Terms and Conditions Policy and do not hesitate to contact us if you have any questions.

Questions?

We are always happy to answer to your questions. If you cannot find an answer to your question, please contact our support service by using this support ticket form.

Please allow us 24 to 48 hours to respond to your ticket.

 

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Frenquently Answers Questions

Look-up for your answer in our Frequently Answer Questions

Does Generic Diamond charges for shipping?

Generic Diamond is proud to offer free SingPost shipping on every order within Singapore and free FedEx international shipping on all orders over $500.

How can I track my order?

As soon as your item(s) have shipped, we’ll send you a Shipment Notification email that includes the estimated delivery date and tracking number. You can also view this information by signing in to Order Status.

What are the taxes and duties?

For Singapore orders, we currently collect GST of 7%. For all other destinations overseas, custom office will contact you directly to arrange for the payment of any charges that may be due. For more information and/or tax and duties estimation, see our duty and tax calculator.

Can I have my order delivered on Saturday?

Saturday Delivery is available for every order and is a convenient option for those who are unavailable during the week to receive their order. This option can be added at the time of checkout for a small additional charge.

Are order shipments insured?

Generic Diamond fully insures every order that is sent out of his office. In addition, every shipment is sent out ‘signature required’ for added security.

Can I ship my order to an alternative address?

Yes, you may ship an order to another address such as your work location or gift recipient. If you choice this option, simply call your credit card or bank institution before placing your order to add the alternate address.

Delivery to a PO Box is not permitted for security reasons.

Flexible Payment Options

At Generic Diamond, we offer competitive pricing and different payment options to ensure patients are able to get the treatment they need.

Our payment options include credit card, debit card or Internet transfer, and depend of your location.
All Generic Diamond prices are in US$ unless otherwise specified.

Medical Insurance benefits?

Unfortunately, we don’t accept insurance benefits yet. Insurance companies or state insurances don’t cover the cost of our treatments but you have nothing to lose by asking for help. The phone number is usually on the back of your insurance card.

Local Payment

For your convenience, Generic Diamond offers the following payment methods in Singapore:

– Credit Cards and Debit Cards
– Telegraphic transfer / Bank Transfer
– Cheque

All transactions will be charged in Singapore dollars. Please note that all transactions above SGD 10,000.00 must be made via bank wire in order to establish a secure purchase.

If you are outside of Singapore, please review our international payment methods.

Credit Cards and Debit Cards

We accept Visa and MasterCard in Singapore.

Account verification

To prevent any unnecessary delays in processing your order, please ensure that the billing address on your order and credit card account matches. If you are unsure of your billing address, please contact your credit card-issuer to confirm.

When Generic Diamond charges your account

Generic Diamond receives authorisation to charge your account prior to shipping your item(s). However, your card will only be charged after your order has shipped.

Using credit card/charge card online will speed up your order confirmation and processing. We understand that security is crucial when ordering online and would like to invite you to visit our Secure Shopping policy to review how Generic Diamond uses only industry-standard security technology to help protect its customers.

Telegraphic transfer / Bank Transfer

To pay for your purchase using a Bank Transfer, please indicate your web order number or invoice number as reference in your telegraphic transfer details and make payment in SGD in favour of Generic Diamond Pte Ltd.

Beneficiary: Generic Diamond Pte. Ltd.
Account: 048-905142-6
Bank Name: DBS Bank Ltd
Bank and Branch Code: 7171/048
Bank Address: 22 Malacca Street #01-00 RB Capital Building, Singapore 048980

Once you have paid: you must fax or email a copy of the payment advice (the part of the payment slip returned to you by the bank) along with your Internet Reference number (IRN) to:

fax : +65 6333 4636
email : payment@genericdiamond.com

Note: please allow up to one (1) business day for Generic Diamond to receive your payment and start processing your order.

Cheque

To pay for your purchase using a Cheque, please make the cheque payable to Generic Diamond Pte Ltd, and include your web order number or a copy of your order. Mail your payment to:

Generic Diamond Pte. Ltd.
Finance Department
1 Raffles Place #25-03
One Raffles Place Tower 1
Singapore 048616

Note: Generic Diamond must receive your payment within 2 calendar days after your order is placed or your order will be cancelled. Please allow four (4) business days after Generic Diamond receives your payment for your cheque to clear before we start processing your order. Cheque must be drawn on a Singapore bank and have the customer’s name imprinted located on the bottom.

For more information, please click here to read in detail our Terms and Conditions Policy or do not hesitate to contact us if you have any questions about our international returns procedure.

International Payment Method

For your convenience, Generic Diamond offers the following payment options for international orders:

• Credit Cards – Visa or MasterCard
• PayPal or Google Checkout – US Dollars only
• Bank to Bank Wire Transfers. All payments made by bank wires will receive a 1.5% discount. This discount is offered due to the elimination of clearinghouse charges imposed by credit card companies.

The total amount of your order in local currency is determined by the current exchange rate of the US dollar when your order is placed. For more information, visit International Shipping.

Credit Cards and Debit Cards

We accept Visa and MasterCard.

Account verification

To prevent any unnecessary delays in processing your order, please ensure that the billing address on your order and credit card account matches. If you are unsure of your billing address, please contact your credit card-issuer to confirm.

When Generic Diamond charges your account

Generic Diamond receives authorisation to charge your account prior to shipping your item(s). However, your card will only be charged after your order has shipped.

Using credit card/charge card online will speed up your order confirmation and processing. We understand that security is crucial when ordering online and would like to invite you to visit our Secure Shopping policy to review how Generic Diamond uses only industry-standard security technology to help protect its customers.

PayPal and Google Checkout

PayPal can be used only by international clients who are getting their orders shipped internationally, paying in US$. Simply select PayPal as your payment method at checkout. If you don’t have a PayPal account, simply select PayPal as your payment option and you will see a “Sign up for a PayPal account” link on the PayPal login page. Link your credit card to your PayPal account and you can make a purchase and check out immediately on Generic Diamond Website.

PayPal is a safe and easy way to pay online: pay with your credit card without exposing your credit card number.

Alternatively, Google Checkout can be use for international orders paying in US$.

Telegraphic transfer / Bank Transfer

To pay for your purchase using a Bank Transfer, please indicate your web order number or invoice number as reference in your telegraphic transfer details and make payment in SGD in favour of Generic Diamond Pte Ltd.

Beneficiary: Generic Diamond Pte Ltd.
Account: 048-905142-6
Bank Name: DBS Bank Ltd
Bank and Branch Code: 7171/048
Bank Address: 22 Malacca Street #01-00 RB Capital Building, Singapore 048980

Once you have paid: you must fax or email a copy of the payment advice (the part of the payment slip returned to you by the bank) along with your Internet Reference number (IRN) to:

fax : +65 6333 4636
email : payment@genericdiamond.com

Note: please allow up to one (1) business day for Generic Diamond to receive your payment and start processing your order.

For more information, please click here to read in detail our Terms and Conditions Policy or do not hesitate to contact us if you have any questions about our international returns procedure.

Questions?

We are always happy to answer to your questions. If you cannot find an answer to your question, please contact our support service by using this support ticket form.

Please allow us 24 to 48 hours to respond to your ticket.

 

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Frenquently Answers Questions

Look-up for your answer in our Frequently Answer Questions

How to find my credit card’s security code?

The Visa/MasterCard security code is located on the back of the card and is 3 digits long. The American Express Card security code is on the front of the card and is 4 digits long.

Requiring the security code is one extra step to ensure our clients are protected from fraud. The security code is unique for each card and can only be provided if the card is in hand. This assists in preventing the use of stolen credit card numbers.

Can I change my payment method?

The payment method for an order cannot be amended once the order has been submitted to Generic Diamond. To choose an alternative payment method, you will need to cancel your existing order and place a new order with your preferred payment method.

Are my credit/debit card detail secure?

When you place an order or access your personal information, Generic Diamond offers the use of a secure server. All of your personal information, including credit card number, name, and address, is transmitted via Secure Socket Layer (SSL) technology — the industry standard for secure online transactions – and then encrypted into our databases.

When will my credit card be charged?

When you place your order, Generic Diamond requests authorisation to charge the order amount from your credit card company. Once we receive approval, Generic Diamond reserves the amount on your card until the items are available to ship. Your card will be charged when your order ships.

Can I change my billing address?

Your billing address is the registered address that your credit card company holds. Please ensure that your billing address is correct at the time of placing your order. Once your order has been accepted by Generic Diamond your billing address cannot be changed as it would have already been authorised by your credit card company.

30 Days Returns

We stand behind every product we sell and we want you to experience total satisfaction with your purchase.

If for any reason you are not completely satisfied with your purchase, we will be happy to refund or exchange your item within 30 days of purchase.

Please note that SPECIAL ORDERS AND CROWDFUNDING ORDERS ON INDIEGOGO.COM ARE FINAL AND NOT ELIGIBLE FOR RETURN. 

Return Policies

To return an item to Generic Diamond, follow the easy 3 steps below:

1. Obtain a Return Code

To obtain a Return Code from Generic Diamond, please fill-up our online return form and you will be given a Return Code. You will be asked to indicate whether you would like a refund, exchange or credit for your returned item. Depending of the value of your returned item, specific recommendations and suggested methods will be proposed with your Return Code for returning your purchase.

2. Package your return

We recommend you use the original shipping box, accompanying obligatory of all original packaging, leaflet and collateral elements. Print and sign the online return form with your return code, join the original invoice and package your item into a securely sealed shipping box.

Please note that returns without a Generic Diamond return code and improperly or uninsured packages will be refused upon receipt. Returns with missing paperwork or product will not be processed.

3. Insure and ship the package

Insure and ship the item back to Generic Diamond at:

GD Singapore 
545 Orchard Road
#11-05 Far East Shopping Center
Singapore 238882

We require that you insure the item for the invoice price and request a return receipt to confirm delivery of your shipment to Generic Diamond. Generic Diamond is not responsible for the loss of or damage to shipments during the return process. For security reasons, never write “Generic Diamond or “Diamond” anywhere on the outside of the box.

Shipping Charges

Shipping charges, including special handling and any other related costs, are non-refundable. If Generic Diamond requests that you return the item to us, we may reimburse you for full or partial return shipping expenses at our discretion.

Please do not ship returns C.O.D, your return will be refused upon receipt.

After your return is received

Returned products must arrive at our office within 30 days from the time an order is placed online.

Once your return is received, you will receive an email of confirmation and your return will be inspected by our Product Quality Department within 2 to 4 business days. All returned diamonds are inspected to ensure that they are the original ones with any damages or alterations.

Once the inspection is complete and your return accepted Generic Diamond will issue a full refund, exchange, or credit within 7-15 business days.

If Generic Diamond determines that is not the original item or has been altered in any way, the item will not be accepted for return and will be shipped back to you without the insurance of a return credit. Please note that Generic Diamond is not responsible for the loss of or damage to shipments during the return process.

Credit to your account

Payment made via credit card or Bank wire will be credited back to the account used on the original purchase. Please contact the card-issuing bank or bank with questions about when the credit will be posted to your account. Allow us 1 to 2 weeks from the date that Generic Diamond has accepted your return for your account to be credited.

Restocking fee

Generic Diamond may charge a restocking fee of the purchase price paid.

This restocking fee applies only when the secure blister containing the diamond has been opened. If the secure blister has been opened or show evidence of an attempt of opened, you will be liable for $85.00 USD restocking fee to cover part of the diamond grading return control and resealed procedure. This restocking fee will be deducted from your refund.

To avoid restocking fee, please do not open the diamond blister and keep the security adhesive seal intact and unsoiled before to be sure that you want to keep the diamond.

Change or cancel order

We will attempt to accommodate order changes to the extent possible prior to shipping confirmation, but we are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped.

If your order has already shipped, please contact us to set up a merchandise return once you have received the shipment.

For more information about our policies, please read our Terms and Conditions Policy and do not hesitate to contact us if you have any questions.

International Returns

If for any reason you are not completely satisfied with your purchase, we will be happy to refund or exchange your diamond within 30 days of purchase.

To return an item from outside Singapore, follow the easy 3 steps of our return policy.

Please note that when you return items from an international order, you act as the exporter and are bound by your country’s shipping regulations. You are responsible for any shipping costs, including customs fees, taxes, postage, and duties, as well as the retrieval of customs fees and taxes collected by the carrier upon delivery of the package. Tax assessment and refund decisions are made by the local authorities and are not controlled by Generic Diamond.

For more information about our policies, please read our Terms and Conditions Policy and do not hesitate to contact us if you have any questions.

Questions?

We are always happy to answer to your questions. If you cannot find an answer to your question, please contact our support service by using this support ticket form.

Please allow us 24 to 48 hours to respond to your ticket.

 

Contact form 7 Mailchimp extension by Renzo Johnson - Web Developer - Orlando Front end Developer - Full Stack Developer - MailChimp for Wordress

Frenquently Answers Questions

Look-up for your answer in our Frequently Answer Questions

What is your return policy?

If for any reason you are not completely satisfied with your purchase, we will be happy to refund or exchange your item within 30 days of purchase.

What cannot be returned?

Special orders are final sale and are not eligible for return.

Can I process the return online?

Yes, you just have to fill-up our online return form within 30 days of purchase and follow the instructions.

Do I have to pay the return shipping costs?

Yes. If you choose to … we deduct FedEx shipping costs from your refund credit on return. For non-FedEx returns you will have to arrange your own shipping and cover any costs.

Do you charge restocking fees?

Generic Diamond may charge a restocking fee of the purchase price paid only when the secure blister containing the diamond has been opened. This restocking fee of $100 will be deducted from your refund.

Can I return an item that was given to me as a gift?

By respect for the buyer, a gift cannot be refund, but Generic Diamond is happy to exchange it for product credit within 30 days of purchase. Refund will be credited to you in the form of a Generic Diamond gift certificate and we will not alert the buyer that the gift was returned.

When should I expect to receive my return credit?

Depending of the payment method, allow us 2 to 3 weeks from the date that Generic Diamond has accepted your return for your account to be credited.

Give a treatment to someone special?

Generic Diamond is the perfect place to purchase a gift treatment for someone you care and love. To create the best-looking gift when you’re sending it or delivering it in person, we offer free gift packing options with every order.

Free Pillow-Box or Paper-Bag

Generic Diamond pillow-box or paper bag, we offer the perfect complement to any treatment and it’s free. Simply tick the selected gift packing option during the order process (subject to availability).

Gift Message Suggestions

We know that sometimes it can be difficult to come up with just the right words for your gift message. Below are some suggestions, by product, to help express those sentiments:

Love Pain Killer

“Love is our best medicine.”
“We don’t need aspirin, just the right dose of love.”

Lover Emergency

“I love playing doctor with you!”
“Love, it is to make you feel good everyday.”

Love Vitamin D

“Cute vitamin for beautiful skin!”
“A dose of Vitamin D to keep the divorce away!”

Love Detox

“Love is the answer to all our life’s problems.”
“Good medicine always cures anything!”

Special orders

If you are looking for a lab-grown or mined diamond with a very specific set of criteria, our diamond experts will work to locate the perfect diamond and create a special treatment for you.

Due to diamond blister constraint, the maximum carat size offer is 2.50 carats. Please note that special orders are final sale and are not eligible for return.

To help us to find your perfect diamond, fill in the short enquiry form and we will respond to your specific request with available options.

Diamond Interest
* is compulsory field.

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