FREQUENTLY ASKED QUESTIONS  
 

Are the products sold at Ecce Diamond genuine?

All of the products offered for sale on www.eccediamonds.com are original.

Do the prices of the products include VAT?

Sales prices of all products sold on www.eccediamonds.com include VAT.

What should I do if the product I ordered comes in the wrong size, color or model?

If the product arrives different from the size, model or color you ordered, you can make an exchange by contacting our customer service at 0 535 246 22 22.

I created a new order, can I change my order?

For orders placed on www.eccediamonds.com, if your order has not yet been delivered to the cargo, you can change it by calling 0 535 246 22 22 customer service.

Can I change the delivery address of my order?

Check whether your order has been shipped or not. If the product you ordered has not been delivered to the cargo, you can change the delivery address. For this, you can reach customer service at 0 535 246 22 22.

The product I want to buy is sold out, will it go on sale again?

Due to the continuous renewal of our stocks, the products are open for sale again as long as the season does not end.

Shipping / Transportation

When will I receive my order?

Orders reach the recipient in 1-3 business days from the date of shipment.

How can I find out if my order has been shipped?

You can track your order status on the My Order Details page on the site.

Is there anything I should pay attention to when picking up the cargo when it arrives?

Yes. During shipping by cargo, damage to the products may occur due to cargo. For this reason, when receiving the product, you should pay attention to whether there is a situation such as crushing, tearing and wetting in the package. In such a case, you should not receive the cargo and make a report to the cargo officer.

How can I access the product if the cargo arrived but did not find me at home?

If you are not present at the declared address, the product you ordered will be delivered to the nearest cargo branch to your address. It is kept in the branch within 3 days. You can pick up the product with your ID number by going to the cargo branch. Products not received within 3 days are sent back to Ecce Diamonds.

Cancellation & Refund

How long does it take to get a refund when I cancel an order?

When you cancel the order or return the product, your money will be refunded within 7-10 business days after we receive the product.

Within how many days can I return my purchase?

You can return the product within 14 days of receipt.

What should I do if the product I receive is defective?

If you send the product to us before the return period (14 days), the necessary actions will be taken and the money will be refunded. If we have the same product in stock, you will be informed so that you can create a new order.