Typically, you will be able to track your order 3 business days from the time of purchase. However, if you purchased a Personalized Photo Charm, it can take 5-7 business days tracking information to become available.
Due to the large number of emails we have received, it may take up to 24 - 48 hours for us to get back to you. We appreciate your patience & understanding.
The following reasons are covered by our 90 day FULL COVERAGE Return/Exchange Policy. (We will be responsible for the return postage fees and replacement fees).
The product customization information does not match or an error in customization.
broken●stained ●unclear pictures rendering or lettering
Wrong or mismatched size.
Wrong or lost shipment.
The following reasons are covered by our 90 day LIMITED COVERAGE Return/Exchange Policy. The customer is responsible for the return postage fees and replacement postage fees. Shipping fees are non refundable. A 30% customization fee based on the unit price of each of the returned product shall be deducted when processing the refund.
Chose the wrong size for the product.
Product has been damaged by contamination due to misuse, mishandling or personal reasons of the customer.
Not the product itself, but only the other items or gifts included with the order.
Products that exceed the return processing time limit (90 days after the order is signed).
Coupon code or gift card.
The product model or serial number recorded in the shopping order applied for return or exchange does not match the product sent back.
Partial returns or exchange of products from a set item is not acceptable.
Personal Reasons due to personal taste, changed mind etc..
The pictures and information are for reference only. Due to the shooting light and the color difference of different monitors, there may be a certain color difference between the product picture and the real object. All the real objects shall prevail. These are not quality issues
Contact Customer Service
Submit a support ticket with a clear photo of the logistics cover and the element that represents the quality issue.
Request Return Detail
Please contact our customer service team for details such as return authorization and return instructions.
To ensure that your return is successful, you must inform customer service of your return needs prior to return. If you do not notify customer service of your return request in advance, there is a risk that packages may be lost and your return request will not be accepted (our mailroom will not accept unannounced packages and they will be returned by the courier or post office to origin). Also, please note that the "Ship From" address is different from our Returns Acceptance Center address and you cannot return items by sending them to the shipping address on the package.
Get Refund or Replacement
If you sent your return to the wrong address and did not follow the return instructions/return methods provided via email, etc., the additional charges (including customs declaration fees such as duties) will be deducted from your refund.
1. Items that are being returned should be new and unworn. They should be kept in its original condition in which you received them in.
2. The points given for this purchase will be automatically deducted from the corresponding points value after a successful return (only for sites that offer rewards points)
3. Coupon codes expires after use and cannot be restored after return.
1. After receiving your returned item, we usually process your return within 1-3 business days. You will receive an email notification and you are required to reply to the email as soon as possible after receiving the notification.
2. We usually begin processing refunds within 1-2 business days of receiving a return, order cancellation or any other reason for a refund. Refunds will be processed using the same payment method as when you purchased the product, unless we have expressly agreed, in our sole discretion, to use a different payment method. Notwithstanding the above, regardless of payment method, all refunds must be deposited into an account in the name of the original payment method account holder.
3.Explanation of refund time: Please note that it may take additional time (approximately 10 business days) for the refund to be reflected in your account. The timing of the refund will depend on the billing cycle of the payment gateway (e.g. your credit card billing processing cycle) or your financial institution. If we have made a refund in our system, but the refund has not reached your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.
1. Non-customized products can be canceled or replaced when they are not shipped, without any charge.
2. For personalized products, if you need to cancel or replace the product or replace the personalized content, you will have to pay 30% of the product price as the customization fee.
3. Special note: Even if you contact us immediately after placing the order to cancel/modify the order, we will charge the corresponding production fee because the customized product will be produced immediately once the order is placed in order to ensure a timely production and delivery. Thanks for you understanding.
4. We reserve the right to make any changes to this policy at any time. Notification of any changes will be posted on this page. If you have any questions about cancellations or any of our other policies, please contact our customer service.