FAQs
FAQs
Ordering and Payment
How do I place an order?
To place an order, begin by exploring the epsilon. You can sign up or can proceed as a guest to discover your desired products. Once you’ve made your selections, add them to your cart. Feel free to review and make the necessary changes to your cart. When you’re ready to finalize your purchase, proceed to checkout. You may be prompted to log in or create an account if you haven’t yet. Next, provide your shipping information, choose your preferred shipping method, and enter your payment details. Take a moment to review the order summary for accuracy. To complete your purchase, click ‘Place Order.’ After that, you’ll receive an order confirmation email to track your order status as it makes its way to you for delivery.
What payment methods do you accept?
We currently accept the following payment methods:
Credit Card: Visa, MasterCard, JCB, AMEX, HSBC
Debit Cards: Bancnet ATM Cards
Over the Counter Bank Deposit: Banks and non-banks (7-Eleven, BDO,
Unionbank, PNB, ECPay, MLhuillier, Cebuana, CLIQQ, Pay&Go, etc)
Mobile Wallet: Gcash, Paymaya, Coins, Grabpay, Wechat, Alipay
Cash on delivery
Is my payment information secure?
We are dedicated to protecting your privacy and guaranteeing your security. Shop with confidence and peace of mind assured that your transactions are secure. Your trust and satisfaction remain our top priority.
Can I cancel or modify an order after it's been placed?
If you need to adjust a confirmed order or request a cancellation, please contact us via email. Kindly note that once your order is in transit, we won’t be able to make any further changes or cancellations. We appreciate your understanding and are here to assist with any other inquiries you may have.
Is there a minimum purchase requirement for orders?
There’s no purchase minimum required. Feel free to purchase individual items or multiple products according to your preferences. We’re here to assist you in any way possible to meet your needs.
How can I pre-order an item?
Upon setting a specific date for the pre-order phase and the product’s availability, we request 50% payment for the item when you place your order on the designated date. To complete your order, settle the remaining balance once the item is available. Please be aware that you have a 48-hour window to finalize your payment. Failure to do so will result in the cancellation of your order, with the 50% payment refunded to you. Your understanding is highly appreciated, and we’re here to assist you throughout the process.
Shipping and Delivery
How long will it take to receive my order?
If you’re in NCR, please anticipate a processing and delivery window of 3 business days. For our valued customers in Luzon, Visayas, and Mindanao, please allow us 7 to 15 business days to process and deliver your orders.
What are the shipping fees?
Shipping fees can vary based on the weight of the package and the delivery location.
Do you offer international shipping?
At present, our shipping services are limited to the Philippines. However, we’re dedicated to exploring potential alternatives to accommodate your requirements. Please get in touch by email, and we’ll strive to assist you or recommend suitable solutions.
How much does shipping cost?
Our shipping fees are determined by your location and the size/weight of your order. To calculate the shipping cost accurately, kindly proceed with the checkout and enter your shipping address. This will provide you with the precise shipping fees tailored to your order.
What is your courier? How do you ship items?
We use LBC as our courier for shipping items. They facilitate our shipping process and ensure reliable delivery. Should you have any specific queries regarding shipping methods or require further assistance, do not hesitate to reach out.
How long will it take to receive my pre-order items?
The shipping duration of a pre-ordered item relies on the product’s availability. Once available, we aim to dispatch your order promptly. Your patience is valued, and we’re committed to ensuring your product reaches you without delay.
What happens if the release date is delayed?
In the event of any unforeseen delays in the release date, we will promptly inform you. You can then choose to wait for the updated release date or cancel your order based on your preference. Your satisfaction is our priority, and we are committed to keeping you informed every step of the way. If you have any questions, feel free to reach out.
How can I track my order?
To track your order, visit https://www.lbcexpress.com/ and enter your tracking number. Click on ‘Trace’ to get real-time updates on your package’s whereabouts. If you encounter any issues or need further assistance with tracking, feel free to reach out at love@northdiamondepsilon.com.ph
What happens if my order is lost or delayed during shipping?
If your order is lost or faces substantial delays in shipping, please contact our customer support team or send us an email. Be assured that we will make every effort to resolve the issue efficiently. Your satisfaction is our main concern, and we are here to support you throughout the entire process.
Returns and Refunds
What is your return and exchange policy?
Items should be returned unused, in good condition, and delivered with all designer garment tags still attached, and any designer packaging. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.
Unidentified returns will be returned to the sender.
The following conditions are not entitled to a return or exchange as stated in the Consumer Act of the Philippines (R.A. 7394)
- If the product purchased has no imperfection or defect, or if not expired or fake, the store may opt not to replace or refund.
- When the defects of the goods are due to the mishandling of the buyer
- In cases of “as-is-where-is” transactions
- If the consumer had a change of mind
How do I initiate a return or exchange?
To initiate a return or exchange, please send us an email detailing the reason for the return, along with the receipt and a video of the package being opened, within 7 days of receiving the item/s. Please await confirmation and instructions from our customer service team before returning the item/s. Your prompt communication helps us ensure a smooth return process tailored to your needs.
When will I receive my refund?
Refunds are processed within 30 working days after verification of cash payments and credit card transactions. Please note that the exact timeframe may depend on the processing timeline of your bank.
Can I cancel a pre-ordered item?
You can cancel a pre-ordered item, provided it’s within 48 hours of placing the order. For assistance with the cancellation process, kindly send us a message to love@northdiamondepsilon.com.ph.
What if I was not able to pay the remaining balance on my pre-ordered item?
If the remaining balance for a pre-ordered item is not paid, the order will be canceled, and a 50% refund of the payment will be processed. Should you have any further questions or need assistance, kindly reach out by sending a message to our customer service team. We’re here to support you throughout the process.
Can I return or exchange a product if it's been used, damaged, or ruined?
We only accept returns and exchanges of items in their original, unused condition with all packaging intact. Items that have been used, damaged, or ruined may not be eligible for a return or exchange.
Who covers the return shipping cost?
Return shipping costs are usually covered by the customer, except in cases where the return is due to our error or a defective product.
What if the item shipped is defective or different from what I ordered?
If you receive a defective or incorrect item, please contact us within 7 days of receiving it. We prioritize your satisfaction and timely communication enables us to promptly investigate and initiate the return process as needed. Your feedback is valuable, and we appreciate your cooperation in resolving any concerns.
Account and Privacy
How do I create an account?
To create an account, visit ‘My Account,’ click on ‘Register,’ and enter your email address and password. Then, click ‘Register’ to complete the process. If you face any difficulties or need further assistance, please contact our customer support team. We’re here to ensure a smooth and convenient experience for you!
How do you protect my personal information?
To ensure the safety of your personal information, we prioritize its protection. For detailed insights into how we safeguard your data, please take a moment to review our privacy policy at www.north-diamond.com/privacy. Your trust and privacy are of utmost importance.
How can I update my account information, such as my email or shipping address?
If you wish to update your account information, such as your email or shipping address, log into your account and navigate to the Addresses and Account Details section. From there, you can easily make the necessary changes and save your updates hassle-free.
Can I change my password if I forget it?
If you happen to forget your password, click on the ‘Lost your password’ option on the login page. Enter your username or email address, and you’ll receive a link via email to create a new password.
Contact and Support
How can I contact your customer support?
If you need to reach our customer support team, message us at love@northdiamondepsilon.com.ph or use the contact form on our ‘Contact Us‘ page. We’re here and prepared to assist you to the best of our ability.
What hours are your customer support available?
Our customer support team is available to assist you during our regular business hours, from Monday to Friday, from 9:00am to 5:00pm.
Discounts and Promotions
Are there any loyalty or rewards programs available?
We’re pleased to offer a loyalty program with three tiers: Silver, Gold, and Platinum that unlock exclusive perks associated with each level. We appreciate your loyalty and look forward to enhancing your experience with our rewards program.
Technical Concerns
I'm encountering some technical issues while browsing your website. Could you please advise me on the best steps to take?
If you encounter technical challenges while using our website, these initial steps might be helpful: clearing your browser cache, refreshing the page, or trying a different web browser. If the issue persists, contact your internet provider for further assistance.
Are there any browser or device requirements for using your website?
To ensure an optimal experience, we aim to be compatible with modern web browsers and devices. For the best results, we recommend using the latest versions of popular browsers such as Chrome, Firefox, Safari, and Edge. Your browsing experience is important to us, and we’re here to assist in a seamless interaction.
