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Online Help -
Payment - +
1. What methods of payment do you accept?
We currently accept PayPal, common credit and debit cards, Western Union, wire transfer and real-time bank transfer for all orders (you can check the availability listed below). We also take security very seriously indeed, so your details will be safe with us.
2. Do you have payment plans?
We don't have payment plans such as layaway for the time being.
My Orders - +
1. Why is it taking so long?
We start to prepare since the moment you placed your order to make sure the product our customer received is the best one. It usually takes 7-9 business days to finish your order (except products in stock). Your order will be sent to you in the shipping mode of your choice after it has been completed. You can find this information on the product page and checkout page.
2. How can I track my order status?
3. When will I receive my order?
*Total Delivery Time = Processing Time + Shipping Time Free shipping + Processing Time: 16-24 business days Standard Shipping + Processing Time: 11-17 business days Expedited Shipping + Processing Time: 10-12 business days All of our items are made-to-order. The estimated processing time is listed on the product page. Add the processing time to the shipping time for an estimate as to when you will receive your order.
Product - +
1. What is the best way to choose the size?
To choose the best size for you, please check the Size Guide on the product page, and refer to the measurements below each size. You can also refer to our measuring guide to see how to measure yourself.
2. Will the things I receive to be the same as those shown on your website?
Our items are taken in kind, making them as close as possible to the actual color of the item. However, camera resolution and computer monitors can mean the color may vary slightly between the photos and the actual item. Colors are subject to the actual item you get.
Do you make custom orders?
3. Yes, we do have Large selection of Engravable Jewelry which you can customize with your own message. Please contact our customer service to place orders. Please notice that: the change of the stone color and plating color is available while the material of gemstones and metal cannot be accepted.
Delivery - +
1. Where is your company located?
Our main office is in Los Angeles, California, while design and manufacturing are headquartered in Hong Kong, and our warehouses are in Malaysia, Singapore, Guangzhou etc. Which can help us deliver faster.
2. What shipping methods do you offer?
We have three shipping methods including expedited shipping, standard shipping and free shipping. Free shipping is only for items priced over $30. The courier companies we work with are DHL, FedEx, TNT, USPS, etc. We will decide which courier to use to send your parcel based on actual conditions.
3. Can I change my shipping address?
If you receive an order confirmation email and notice a mistake with the order, please Contact Us as soon as possible. If it's after business hours, leave us a clear and detailed message with your correct shipping address, phone number, and your order number (if available) via Contact Us. Please note that you can only change the shipping address while your order is still in production. Once your order has been shipped, we cannot change the shipping address nor delivery options.
4. How much does the shipping cost?
The amount of shipping depends on which country the shipping address is located in. You can find the shipping information for your country in "International Shipping" at Shipping & Delivery Policy
Returns - +
1. What is your return policy?
For all Refundable Items: We will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). Shipping fee will not be refunded if the items are made and prepared in the correct way. However, items without jewelry tag or that have been worn, damaged or altered are not refundable and will be returned to the customer at their expense. To receive a full refund, if eligible, please contact our Customer Service to initiate the return process within 7 days upon receiving your item(s). The item must be returned in its original condition. All items must be returned in a new and unworn condition, without scratches or signs of wear, and must not be resized or altered in any way.
2. What is your return/exchange process?
1). Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason
for your return. We reserve the right not to accept the returns without prior approval from our Customer Service.
2). Once our Customer Service has approved your request, we will provide you with a return address. Please send the item(s) within 3-5 business days upon receiving the return address. Please send us the express tracking number and the link of the delivery carrier you used to ship the product to us. Returns or exchanges with no tracking will not be processed.
3). All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 3-15 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. Note: All PayPal payment can only be refunded via PayPal, all Debit or Credit Card payment will only be refunded to the original debit or credit card.
My Account - +
1. How can I change my email address?
2. What should I do if I forget my password?
3. Why is there no order in my account?
If your account was created after the order was placed, then your order won't be displayed in your account. We were also unable to link the order to the account due to technical issues. So please register for an account first, then place an order.
About Us - +
1. Do you have any retail locations?
In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only have an online store. You can safely and easily place your order directly online.
2. Is this a legit company? Is this a reliable site for purchasing?
Please, rest assured that our company is both legal and formal. Our website has been verified by Norton Secured Seal and using HTTPS security protocol. You can pay via PayPal for your order and your payment will be safeguarded. Moreover, you can also look up for real-life pictures from our gallery or Facebook page. So we are legit and safe to use.
NOTE: LiveChat only accept pre-sales questions, please contact [email protected]oancee.com for after-sales.Chat Now