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✤Fgnormal  FAQS ✤

                                                      ✤Fgnormal  FAQS

                                                                                      02.2023 |Fgnormal|

1、Where does it ship from and how long will it take me to receive the product?


We are a company from China.


1) If you use our standard shipping method, it usually takes about 10-30 days  to arrive.

2) If you choose our fast shipping, it usually takes 7 -15 days to arrive.

Note: If you choose our Fast Shipping (7-15 days) when purchasing, please be sure to indicate Fast Shipping in our remarks column. We will replace the logistics according to the logistics you specify.

In case of other force majeure factors (such as weather, customs clearance, holidays, etc.), resulting in delayed arrival of the goods, please understand.


1) If the product you purchased is new or out of stock, you need to wait a few more days, and we will rush to stock up.

2) If the product you purchased has been discontinued and cannot be produced, we will contact you for a replacement or refund for this out-of-stock product.

3) If a package has not received all products. You can check and place an order, we may take partial delivery because of inventory or logistics companies require electronic products and diamond painting products to be developed separately.

If you have other questions, please contact us and send the order number, we will confirm for you.



2、How to track the order and how to check the tracking code?


Direct Line deliveries and Express deliveries have specific tracking information that can be tracked through the "My Orders" section in your account or through the "Order Status" at the top of the website. It may take up to 5 business days after your order ships to get your tracking information online (it may take longer depending on how quickly the postal service processes your shipment).

A tracking number will also be emailed to you once your package has shipped.

Open the following URL, enter the tracking number query.


3、How can I contact you if I encounter purchase problems or after-sales problems?


We will be responsible for any customer who purchases on our website. Dear customer, if you encounter any problems during purchase or after receiving the goods, you can contact our customer service email (service@fgnormal.com). Our customer service staff will be off on weekends, please forgive us for not being able to reply you in time on weekends.

Our Customer Service Team Is Available: Mon to Fri. 9:00-18:00, GMT+ 08:00


If you have already placed an order, please send the order number so that we can understand your problem more quickly.

If there are still product quality issues involved, please attach photos of the product damage, and we will propose a solution for you.

If the package is lost, we will help to contact the logistics company to check and further confirm whether it is a refund or resend.

PS:If you have contacted us several times during our working hours and have not received a reply, please check your spam mailbox. Perhaps our reply was intercepted by your mailbox.



4、What form of payment is accepted?


We primarily use PayPal to process secure payments. Through PayPal, we accept MasterCard, VISA, American Express, Discover and bank transfer (debit card). You can link your PayPal, credit card, debit card or bank account to PayPal to purchase some of our products. After submitting your order, you will be redirected to PayPal to complete the transaction.


5、How to switch the website language? What should I do if I don't understand the language of the website?

If you can't understand the language when you enter the page, you can click the language conversion and currency conversion in the upper right corner of the store to convert to your local language and currency.


6、The price displayed on the product in the store is very expensive?

Dear customer, if you see prices showing hundreds or even thousands of prices, it should be network delay and translation problems.

You can refresh the network. Regular prices will be calculated at final checkout, so rest assured!


7、Regional shipping problem: Free shipping for the whole website over £40, but why is the shipping fee still charged for orders over £40?


For orders over £40 we will ship the product to you for free. Depending on the country and region, shipping costs will vary slightly. Just enter the necessary information and shipping will be calculated automatically at checkout. Shipping of goods is free of any taxes. If you do not see your country when filling out your address information on the checkout page, please contact us as the default shipping addresses on our website may not be comprehensive. If you'd like to make a purchase, we'll add a shipping address for you.



8、Please note that cross-stitch canvas is divided into printed and white cloth before purchasing.

The product title (Printed/Stamped) is our printed canvas, which is printed.

The product title with (Counted) is our white canvas, not printed, you will receive a white canvas canvas.



9、Before buying, please note that the diamond painting is divided into round diamonds, square diamonds, special-shaped diamonds, and luminous diamonds on the diamond shape.


Round Diamonds: There will be tiny gaps between the diamonds, usually a canvas pattern is used to fill the gaps; most customers buy, for beginners.

Square diamonds: fit closer together on the canvas, but require more precision and time to get just right;For experienced people, the effect is better.

Shaped diamonds: As the bits are irregularly cut, diamonds draw sparkle.

Luminous Diamonds: Luminous night view.


10、Will the canvas wrinkle when received?

Since our products need to be transported for a certain period of time before they can be delivered to the customer's location, it is inevitable that there will be a certain degree of wrinkles. We've tried to improve the packaging to reduce this, but some wrinkles still remain. The solution is to restore the flatness of the canvas with an iron or a heavy object after receiving the goods.


11、What is "Buy 4 Get 1 Free"?

Common promotions in our store that apply to products across the site. "Buy 4 Get 1 Free" means that you need to add at least 5 items to the shopping cart, and the item with the lowest price will be free. The order discount ratio is greater than 25%. The advantage is that you can add different types of products to enjoy the discount at the same time, not just the same product.

12、What diamond painting kits are suitable for beginners?Our advice for beginners is to start practicing with a smaller canvas (30cm/12")

13、How to use the coupon code?

The coupon code can be used on the page where you fill in your personal address information at the checkout.
Once you have personalized your order and proceed to checkout, you will reach the "Payment Information" page. 
On the right hand side you will see a "Gift card or discount code" box. 
In the space provided, enter in your gift card code or coupon code. Next, click "Apply".