My Order
I haven’t received my order confirmation yet, what should I do?
A: Please contact info@3rd-diadem.com
How do I check the progress of my order?
A: We normally take a day or two to hand finish and prepare your order, to make sure our product quality is as high as possible. We will notify you when it’s dispatched with a tracking number.
I changed my mind, can I cancel my order?
A: Yes, you can cancel your order up until we dispatch the product.
Is payment and order processing on the site secure?
A: We are using Squarespace with Stripe as an embedded payment system. Millions of businesses of all sizes use Stripe’s software and APIs to accept payments, send payouts, and manage their businesses online. Fraud prevention is built into every Stripe account.
My payment isn’t going through, what can I do?
A: Please try a different card, alternatively contact us at : info@3rd-diadem.com
I’d like to use my discount code, how do I add it?
A: You can add your code on the checkout page.
Delivery & returns
What are the shipping options?
A: We are using Royal Mail Tracked services.
How do I check the progress of my delivery?
A: You can track your delivery via the Royal Mail website, or using the Royal Mail tracking app.
Do you ship worldwide and what are the costs?
A: We can ship Worldwide - please contact us for a shipping estimate. Import taxes and other duty charges may be due upon delivery, and are the responsibility of the customer.
My tracking number isn’t working.
A: Please contact us and we will check you have the right number.
Am I able to return my order?
A: Yes, you can. Return shipping is at your own cost - we suggest that you use a tracked service. We will issue a full refund (excluding original shipping costs) once we have received the returned item in a sellable condition. *Unfortunately, we cannot accept returns on personalised products.
Do you offer exchanges?
A: Yes, we do. Return shipping is at your own cost - we suggest that you use a tracked service. We will send you the replacement product once we have received the returned item in a sellable condition. *Unfortunately, we cannot issue exchanges for personalised products.
About the products
Do you have a shop ?
A: Not at this time. We do have a workshop, if you would like visit us.
How is the product made?
A: The products are machined using CAD technology, before being individually hand-crafted and hand finished with oil-wax, to add depth to the colour and add a luxurious shine.
What is recycled paper composite?
A: An FSC® certified material, made from post-consumer recycled paper. Sheets of paper are stacked up and saturated with a phenolic resin, before heat and pressure are applied. The resin then thermosets permanently, with zero off-gassing.
Where are you located?
A: East London
Working together
Do you do wholesale order?
A: Yes, we do. We are also interested to hear from you regarding collaborations, large orders, corporate gifting or special edition pieces for your brand. Please contact us at : info@3rd-diadem.com