Cancellation Rules for Custom Products
All our jewelry pieces are 100% custom-made and cannot be restocked or resold to other customers.
Once you approve the final design proposal and the mold production process begins (including confirmed design drafts, 3D renderings, mold samples, production videos and final product footage), full refunds, returns or order cancellations will no longer be available.
Once the design process is initiated, designer labor costs have already been incurred. Therefore, full refunds are not applicable. A partial refund of 30%–40% may be offered depending on specific circumstances.
No order cancellation or design fee refund requests will be accepted for orders older than one year.
If you are unsatisfied with your finished custom piece, you may exchange it for other styles, with a partial deduction of the design fee applied.
If you wish to pause production temporarily, you may keep your design on file and contact us anytime to resume customization.
Lost Package Policy
We do not offer refunds or order termination for lost shipments. All design and production procedures are confirmed by you in advance. Your custom jewelry is fully completed and shipped to the accurate delivery address you provided.
We will determine the cause of the lost package based on the logistics company’s official investigation results, then formulate a compensation plan and clarify the liability allocation between both parties.
2-Year Warranty Policy
All products (excluding complimentary gifts) are covered by a 2-year limited warranty, which only applies to major manufacturing defects in materials and craftsmanship. Normal wear and tear, accidental damage and damages caused by customer negligence are not covered under warranty.
Warranty repairs only fix the specific confirmed issues and do not include re-plating services. Re-plating is available at an extra cost (free re-plating service within one year of purchase).
If any quality issue occurs during normal use within 2 years after delivery, you may send the item back for repair. Please contact our customer service via email: A18933985182@outlook.com / 2317324739@qq.com to obtain the return address and shipping instructions.
All shipping and reshipping fees for warranty repairs are borne by the customer.
Complimentary gifts do not qualify for free after-sales service. Any maintenance or repair services for gifts will be charged at standard rates.
For issues including fading, clasp damage and stone loss, only one free repair is covered within the warranty period. Multiple repairs will be charged according to the craftsmanship complexity of the custom product. Please consult customer service for exact fees.
Refund Methods
We will provide a refund screenshot as proof after submitting your refund application.
PayPal Payments
- PayPal balance payment: Funds will be refunded directly to your PayPal account.
- Card payment via PayPal: Funds will be refunded to your original payment card.
- For more details, please refer to PayPal’s official refund help center.
Credit/Debit Card Payments on Official Website
After refund submission, funds will be returned to your bank account within 3–10 business days, subject to your bank’s processing schedule.
Special Return & Exchange Provisions
Customers may apply for returns or exchanges for standard products within 3 days after receiving the package.
- Customer-initiated returns/exchanges: All shipping fees shall be borne by the customer, based on the official quotation of the selected courier company.
- Merchant-initiated returns/exchanges (damaged goods, wrong items): Customers are exempt from all return shipping fees.
Return & Exchange Requirements
- Unauthorized returns without customer service confirmation will be rejected.
- All return or exchange requests must be submitted within 3 days of package receipt.
- Returned items must be kept in original, undamaged condition with intact tags and valid purchase proof.
- All returns and exchanges must be shipped via trackable courier services.
Non-Refundable Items
- All custom-made products are excluded from general return and refund policies.
- Discounted items and gift cards are non-refundable.
- Manually damaged or lost items caused by customers are not eligible for refunds.
Standard Return & Exchange Process
- Submit Request: Send an email to A18933985182@outlook.com / 2317324739@qq.com with your order number, product photos and videos. Our customer service team will review your request within 3 working days.
- Return Shipment: Once your request is approved, we will provide the return address and shipping guidelines. We recommend using trackable shipping. We are not responsible for lost returned packages.
- Refund/Exchange Processing: After receiving and inspecting your returned items within 3–5 business days, we will proceed with exchange or refund arrangements.
Shipping Fee Rules
- Merchant liability (wrong items, quality defects): Full refund provided, all shipping fees covered by us.
- Buyer liability (personal dislike, wrong style/size ordered): All shipping fees are borne by the buyer.
Refund Arrival Instructions
We will notify you of the refund approval result after inspecting your returned items. Approved refunds will be processed via the original payment method within 2–3 business days.
If you do not receive the refund within 2–3 business days, please check your bank statement first and consult your bank for updates due to possible bank processing delays. If the issue persists, contact us via email: A18933985182@outlook.com / 2317324739@qq.com.
Note: Original shipping fees are non-refundable.
Order Cancellation Rules
Orders can be canceled by contacting customer service within 24 hours of purchase (Email: A18933985182@outlook.com / 2317324739@qq.com).
Fully refundable cancellation is available for paid but unshipped orders.
Orders canceled due to product quality issues require no customer shipping fees. For voluntary customer cancellations, the buyer shall bear all shipping fees and product restocking costs.
All custom-made products are non-returnable and non-exchangeable.