We are dedicated to providing you with reliable, efficient, and friendly customer service throughout your entire shopping journey. This Customer Service Policy outlines the scope, contact methods, and service standards of our support to ensure your needs are addressed promptly and effectively.
1. Service Scope
Our customer service team is here to assist you with the following matters:
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Order-related inquiries: Order status tracking, processing progress (1-3 days for shipping preparation), delivery updates (estimated 6-12 days delivery), and order modification/cancellation requests (if applicable before shipment);
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Shipping-related issues: Delayed deliveries, missing packages, shipping address corrections, and free shipping policy clarification;
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Return and refund assistance: Guidance on the 60-day return process, return eligibility confirmation, and refund status inquiries (refunds processed within 5-10 days after return inspection);
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Product information: Details about jewelry materials, sizes, care instructions, and layering styling suggestions;
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Payment-related questions: Transaction confirmation, USD currency settlement explanation, and payment failure troubleshooting;
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Other website usage or service-related concerns.
2. Official Contact Method
The only official way to contact our customer service team is through the form on the Contact Us page. When submitting your inquiry, please provide your valid contact information, order number (if applicable), and a detailed description of your issue. This ensures we can accurately locate your information and respond to your needs efficiently.
3. Response Time
We strive to review and respond to all inquiries in a timely manner. Generally, you will receive a response from our customer service team within 24-48 hours after submitting the form. During peak shopping periods, the response time may be slightly extended, but we will prioritize handling your request and keep you updated.
4. Order & Shipping Support
After placing an order, you will receive an order confirmation email containing basic order details. Once your order is shipped, a shipping confirmation email with tracking information will be sent to your registered email address. If you do not receive these emails or have questions about order processing or delivery, please contact us via the Contact Us form.
For deliveries that exceed the estimated 6-12 day window, our team will assist you in investigating the issue with the logistics partner and provide a solution (such as reshipment or refund) based on the investigation results.
5. Return & Refund Support
If you wish to initiate a return, please contact us through the Contact Us form first to confirm return eligibility. Our team will provide you with a detailed return guide, including the return shipping address and required documentation.
Once we receive and inspect your returned item to confirm it meets the return criteria (unused, in original condition with intact packaging and tags), we will process the refund within 5-10 days. You will be notified via email once the refund is issued. Please note that return shipping costs are borne by the customer unless the return is due to a product defect or an error on our part (e.g., wrong item shipped).
6. Service Commitments
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We treat all customer inquiries with professionalism and respect, ensuring fair and consistent handling of each request;
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We strictly protect your personal information shared during the service process in accordance with our Privacy Policy;
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We continuously optimize our customer service based on your feedback to enhance your overall shopping experience.
7. Feedback & Suggestions
Your feedback is invaluable to us. If you have any suggestions for improving our products, services, or website experience, please submit them through the Contact Us form. We will carefully review each suggestion and take appropriate measures to optimize our services.
