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Frequently Asked Questions
1. Order & Payment
Q1: Is my payment secure?
Yes. All transactions are processed via secure third-party payment gateways, including PayPal and credit card payments. We do not store your full card details on our website. All payment data is encrypted and protected to ensure your transaction safety.
Q2: Can I modify or cancel my order after payment?
You may contact us to modify or cancel your order before production begins. Once handmade production or engraving has started, order cancellation or changes are not available, as customized items are non-refundable and non-resellable.
Q3: Why was my order canceled?
Orders may be canceled due to system pricing errors, out-of-stock inventory, failed payment verification, suspected fraudulent transactions, or invalid shipping addresses. We will send an email notification and issue a full refund if your order is canceled on our side.
2. Product & Customization
Q4: Are your jewelry items handmade?
Most of our jewelry and accessories are handmade. Slight differences in texture, size, and detail are normal for handcrafted products. These minor unique marks are not product defects but make each piece exclusive.
Q5: Why does the item look slightly different from the picture?
Color and brightness may vary slightly due to different screen resolutions, lighting environments, and manual production differences. All products are photographed in real kind. Minor visual differences do not affect normal wear and are not eligible for dispute or free return.
Q6: Can I customize engraving or personalize my jewelry?
Yes. We support custom engraving for selected styles. You can fill in your custom text or requirements at checkout. Custom personalized items are final sale and cannot be returned or exchanged unless there is a manufacturing defect.
Q7: Are the materials hypoallergenic?
Our mainstream jewelry is made of hypoallergenic alloy, stainless steel, or copper plating, suitable for daily wear for most people. However, we cannot guarantee 100% allergy-free for extremely sensitive skin. Please refer to the specific material description on each product page.
3. Shipping & Delivery
Q8: How long will my order take to arrive?
Standard processing time is 3–7 business days. Standard international shipping takes 10–25 business days, and express shipping takes 5–10 business days. Delivery time is an estimated period and may be delayed due to customs clearance, peak seasons, or local postal efficiency.
Q9: Do you offer free shipping?
Yes. Free shipping is available for orders that meet the minimum spending threshold displayed on our website at checkout.
Q10: Can I change my shipping address after placing an order?
Address changes are only allowed before the parcel is shipped. Once the package is dispatched, no address modification is supported. Please double-check your shipping information before completing payment.
Q11: My tracking shows delivered but I did not receive the package.
Please check with your neighbors, community mailroom, or local post office first. If still not found, contact us within 7 days after the delivered status is updated for further assistance. We are not responsible for lost packages confirmed as delivered by the carrier.
4. Customs & Taxes
Q12: Do I need to pay customs duties or taxes?
International orders may incur import duties, VAT, or local taxes according to your country’s customs policy. All customs fees and taxes are borne by the buyer. We do not cover any import-related charges.
5. Return & Refund
Q13: Can I return or exchange my jewelry?
Regular non-custom items can be returned or exchanged within the valid return period, provided the items are unused, unwashed, undamaged, and kept in original packaging. Custom engraved, personalized, and made-to-order items are not returnable unless with confirmed manufacturing defects.
Q14: Who bears the return shipping fee?
Return shipping costs are borne by the buyer for personal reasons (style mismatch, size dissatisfaction, change of mind). We bear the shipping cost only for quality problems or our production errors.
Q15: How long will I receive my refund?
After we receive and inspect your returned item, the refund will be processed within 3–7 business days. The actual arrival time depends on your payment platform and bank processing schedule.
6. Jewelry Maintenance
Q16: How to keep my jewelry from fading or tarnishing?
Please keep your jewelry away from water, sweat, perfume, cosmetics, and chemical liquids. Store it in a dry and sealed jewelry box when not wearing. Avoid long-term exposure to humid air to extend wearing life.
Q17: Why is my jewelry tarnished after wearing?
Metal oxidation is normal after long-term wear, affected by air humidity, human sweat, and daily contact. Tarnishing is a normal wearing consumption and not a quality problem.