Help Center

The team behind Five Little Diamonds consists of just myself and my eight year old daughter, and we work hard to provide you with an excellent level of service. One of the perks of being a small business is there is a much smaller likelihood of contamination. However, as the Coronavirus gains traction, picking and packing will be done by just myself (in the past my daughter has loved helping to wrap orders, but for the time being this will stop) and I will be sanitising my hands and work area before each shift to prevent contamination of products.

Orders can be placed and will be shipped the following working day via Royal Mail (shipped Wednesday and Friday for international orders), unless a situation of self-isolation occurs, in which case we will further notify you on when you can expect your order to be shipped. 

We use Royal Mail, direct from our local post depot (a short walk from 5LD HQ). This limits the amount of human contact we potentially have to just one person, the person we hand our parcels over too. I'd just like to personally thank the team at the Halstead Royal Mail Depot for all their amazing work and strength during this tough time, and enabling small businesses like us to carry on as best as we can.

If you are concerned about receiving parcels in the post, please don't be. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. 

Yes! We ship worldwide, via Royal Mail. However, please bear in mind that during the Covid-19 pandemic, some international postal services may be slower than usual. 

During the pandemic, unfortunately all international post will be shipped on Wednesday and Friday only. For international buyers, there is a chance postage may take longer to reach you, please bear this in mind when purchasing. This isn't a reflection on us however, but on immense pressure the post handlers are under! 

PLEASE MAKE SURE YOUR ADDRESS APPEARS IN ENGLISH CHARACTERS ON YOUR ORDER CONFIRMATION, OTHERWISE WE CANNOT OBTAIN PROOF OF POSTAGE. WE WILL NOT BE HELD RESPONSIBLE IF YOUR PARCEL IS LOST IN THE POST AND WILL NOT BE ABLE TO ISSUE A REFUND IN THIS CASE. THANK YOU FOR YOUR UNDERSTANDING.

**Please note that Five Little Diamonds isn't responsible for any additional tax, customs charges and other charges that maybe encountered through overseas shipments.**"

All UK orders will be wrapped carefully and dispatched daily (Monday-Saturday). UK items are sent by either Royal Mail 1st or 2nd Recorded (chosen by you at the checkout), except jewellery and small paper goods which are sent by standard Royal Mail second class. We will advise you of the shipping method in your shipping confirmation email. Posters are sent in a cardboard tube. International orders are shipped on Wednesday and Friday.

ALL SHIPPING FEES ALSO INCLUDE COST OF PACKING MATERIALS. 

Please be aware any items returned to us as uncollected from postal services or courier firms will be re-charged any postage costs to send out again. Any refunds due in these cases will also be minus our shipping charges incurred and if we are incurred a charge for a returned parcel by courier this amount will also be deducted from any refund due.

International items are sent with tracking, and again are based on size and weight. 

All items are very carefully packaged with tissue paper where necessary. As per our Environmental Policy, we are currently switching over to paper mailing bags or sustainably sourced sugarcane bags from the previous recycled plastic mailing bags. We want to do our part to help eliminate single use plastic, but until other businesses adopt this idea, the cost of paper packaging is actually higher than plastic. We will be switching to paper parcel tape in 2021, until then the plastic tape is easy to remove from paper bags and boxes for ease of recycling, which we strongly encourage people to do.

Another way we are trying to reduce waste is by recycling as many cardboard boxes, packing chips and bubble wrap as possible. This means your parcel may arrive in a box that has printing on it, or looks a little worn. If you need your parcel to arrive in a brand new box please let us know and we’ll be happy to oblige. 

PLEASE MAKE SURE YOUR ADDRESS APPEARS IN ENGLISH CHARACTERS ON YOUR ORDER CONFIRMATION, OTHERWISE WE CANNOT OBTAIN PROOF OF POSTAGE. WE WILL NOT BE HELD RESPONSIBLE IF YOUR PARCEL IS LOST IN THE POST AND WILL NOT BE ABLE TO ISSUE A REFUND IN THIS CASE. THANK YOU FOR YOUR UNDERSTANDING."

We are unable to accept refunds on sale items, and will instead offer an exchange with a product of the same cost, with any extra and postage to be paid by the buyer.

To qualify for a refund of goods, you must email info@fivelittlediamonds.co.uk within 7 working days of receiving your order to tell us that you will be returning an item. We will then email you a return form to fill in and enclose with your return. It is important to note that you as the customer must bear the cost of returning the goods unless faulty. 

Returns must also be received within 14 days from the date you received your order, to qualify for a refund. 

If your order is faulty we will issue a full refund including original postage fees. 

We ask that the goods are returned to us intact and in a re-saleable condition. If items returned are found damaged in any way or we are unable to resell them, then these goods will be resent to you and your request for a refund will be void. We also reserve the right to charge you any re-delivery costs.

Refunds are made in GBP. If you ordered from abroad we cannot be held responsible for any fluctuations in exchange rates and you will be refunded the original amount paid (excluding postage costs). 

If you have purchased products as part of an offer or discount, the amount refunded will be adjusted accordingly to reflect any failure to meet the original requirements for the offer or discount as a result of returning the product.

We aim to replace/refund items lost in the post, minus postage costs if the error was the fault of the customer.

To make a claim for missing parcels, please email us at info@fivelittlediamonds.co.uk. We will do our best to either replace (subject to stock levels) or refund your order. This will be initiated the day Royal Mail officially class your parcel as 'lost'. Please note- any missing parcels must be reported within 60 days of order, otherwise we cannot make the relevant claim with Royal Mail /DPD and reclaim monies for refunds.

PLEASE MAKE SURE YOUR ADDRESS APPEARS IN ENGLISH CHARACTERS ON YOUR ORDER CONFIRMATION, OTHERWISE WE CANNOT OBTAIN PROOF OF POSTAGE. WE WILL NOT BE HELD RESPONSIBLE IF YOUR PARCEL IS LOST IN THE POST AND WILL NOT BE ABLE TO ISSUE A REFUND IN THIS CASE. THANK YOU FOR YOUR UNDERSTANDING.

We accept both credit cards and Paypal at www.fivelittlediamonds.co.uk, which is safe and easy to use. You don’t have to be a member of PayPal to make a purchase.

If you purchase in our Etsy shop (link in footer menu) you can pay by Paypal and Etsy Direct Checkout. None of our new or branded items can be paid this way, only handmade and vintage.

Payments go via the secure PayPal server. All payment details you enter are kept totally safe and will not be shared with us.

At Five Little Diamonds, we think the security of payments and the confidentiality of customer information is paramount. You can pay by  either credit/debit card via Stripe or via Paypal. When you enter your card number you transmit your banking data directly to either Stripe or Paypal, who record them on their highly-protected servers. 

All personal details are processed via SSL secured https//: servers and you can see the padlock in the web address bar above.

If an item is listed as a pre-order, then it is not currently in stock but on its way to us. Upon placing the item in your basket, you will be asked to pay via either credit/debit card or PayPal as usual. Your order will be dispatched the following working day after it is received in our warehouse. Any other items purchased with this will be held until your complete order is ready to be shipped. We will keep you informed on any changes to the expected date in stock, however Five Little Diamonds cannot be held accountable if this date changes. Once your item has been shipped we will send another email with the tracking details (if applicable).

Now you can collect special money off vouchers, valid at www.fivelittlediamonds.co.uk, by signing up for an account with us! Not only does this speed up the check out process for you, you also receive 1 point per £1 spent. Once you've received 500 points a £5 off voucher is all yours. 1000 Points and a £10 voucher on its way to you! 

You can also earn points by: Following us on Instagram (+50 Points), sharing our website on Facebook (+50 points), sharing our website on Twitter (+50 points), liking our Facebook page (+20 points). Finally, on your birthday, we will send you a special £5 gift voucher to celebrate. 

To sign up, simply click on 'My Account' on the top right hand side, and click 'Create a new account'.

Please note-

* If an order is cancelled or refunded, your points will automatically be adjusted.

* You can only redeem points against a brand new order; if you have an existing order and wish to add items you can not redeem your points against the ‘added’ items.

* Five Little Diamonds can cancel, withdraw or alter the scheme, or manually adjust any individual account, at any time.

• All codes are applied to the value of your order, excluding delivery charges and are subject to our general Terms and Conditions.
• The discount code must be entered and applied on the checkout page for the discount to be deducted.
• Discounts cannot be combined and only one offer can be applied to any order. Items already reduced in price (displaying Was and Now prices) are excluded from voucher offers.
• During Black Friday/Cyber Monday weekend all discount codes will be suspended, due to the majority of our items already being significantly reduced in price. Discount codes will be reactivated for us on Cyber Monday at 8pm.
• Offers can be amended or withdrawn at any time.
• Discount codes have no monetary value, and cannot be passed on.