FAQS

I. Pre-orders

1. Are your pieces suitable as gifts?
Yes. Each piece is designed to cherish memories and express love. We offer beautiful gift wrapping and can ship directly to the recipient for a perfect surprise.

2. What materials do you use?
Our jewelry is made from 316L stainless steel, with 18K gold and 18K rose gold plating options. Proper care and normal use will maintain its original finish.

3. Can I request special customizations?
Yes. For requests beyond our collection, contact us. We will assess feasibility and guide you accordingly.

4. How do I choose the necklace length?
Use a thin cord to simulate your preferred length and measure it. Standard chain: 45 cm (18 in) + 5 cm (2 in) extender for adjustment.

5. What if I enter incorrect customization information?
Contact us immediately. Modifications are usually free within 24 hours. After 24 hours, once production starts, free changes may not be possible.

II. Shipping & Delivery

6. When will my order ship?
Custom items typically require 1–3 business days for production. Times may vary by product, order details, or holidays.

7. Where do you ship from?
Orders are shipped from the most suitable logistics center based on your address.

8. What shipping methods do you offer?
Standard and expedited shipping (availability varies by area).

9. Can I upgrade my shipping?
Yes. After reviewing your order and production status, expedited or express options may be arranged.

10. Are shipping times in calendar or business days?
All shipping times are in business days, excluding weekends and public holidays.

11. Who pays customs duties?
Some international orders may incur customs duties, taxes, or clearance fees, typically borne by the recipient depending on local policies.

III. After-Sales Service

12. What if I receive a defective item?
Contact us immediately for damaged, incorrect, incomplete, or defective items. We will provide a solution promptly.

13. How to apply for jewelry after-sales service?
Report obvious defects within 7 days with photos. We prioritize free replacement, remake, or another solution.

14. Do you accept returns/exchanges for wooden products?
Wood products are custom-made and generally not returnable, except for shipping damage or obvious manufacturing errors. We will remake or replace free of charge.

15. What if goods arrive damaged?
Provide order number, item photo, packaging photo, and a brief description. Once approved, we arrange a replacement, remake, or other solution.

16. What if the item is wrong or missing parts?
Contact us. We will resend the correct item or missing parts free of charge.

17. Can I cancel or modify my order?

  • Within 24 hours: Usually free.
  • After 24 hours: 30% fee may apply if production has started.
  • After payment and production: Cancellation/modification not possible.

18. How long does a refund take?
Refunds return to the original payment method, usually within 7 business days, depending on your bank or payment service.

IV. Wood Products Disclaimer

19. Why do wood products look different?
Each piece is made from natural wood. Variations in grain, knots, color, and details are normal and make each item unique.

20. Is a slight wood odor normal?
Yes. Laser engraving may leave a faint scent, which dissipates naturally within a few days.

21. What is NOT considered a quality issue?

  • Natural wood grain or color variations
  • Faint wood scent from laser engraving
  • Spelling errors made by customers
  • Personal preferences in font, proportion, or wood grain

V. Contact Us

22. How to contact customer service?
Email: support@charmifine.com
Response Time: 24–48 hours