FAQ
Q: When will my order be shipped?
A: All our products are handmade with care. All orders will be shipped within 1-3 business days after payment confirmation. We will send you a tracking number once your package is dispatched.
Q: How long is the delivery time?
A: International shipping usually takes 7-15 business days, depending on your country and local logistics.
Q: Do you offer free shipping?
A: Yes. We offer free shipping on all orders over $69.99. Orders under $69.99 will be charged a flat international shipping fee of $9.99 at checkout.
Q: Will I be charged any extra tax or fee on delivery?
A: We cover all customs duties and import taxes. Local GST/VAT sales tax charged by your country’s government is the buyer’s responsibility.
Q: What if the package is detained or lost by customs?
A: We take full responsibility for shipping and customs clearance. If the package is detained or lost in customs, we will actively communicate with the logistics company to solve it. We guarantee to resend the goods or issue a full refund to you according to the actual situation.
Q: What if I refuse the package or the delivery fails?
A: If the package is returned due to buyer's refusal, wrong address or undeliverable reasons caused by the buyer, the buyer is responsible for both original shipping fee and return shipping fee. We will deduct the shipping cost from the refund.
Q: Can I return or exchange my order?
A: We accept returns and exchanges within 7 days of delivery for any reason. Items must be unused, in original condition and packaging. Please contact us first before returning.
Q: What if my item is damaged or defective?
A: If you receive a damaged or defective item, please contact us with clear photos within 48 hours of delivery. We will offer free replacement or refund based on the actual situation.
Q: Who pays for the return shipping cost?
A:- For 7-day no reason return: The buyer is responsible for all return shipping fees.
- For damaged/defective item return: We cover the return shipping cost.
Q: How to pack the item for return?
A: Please use the original package with proper protection. If the item is damaged during return shipping due to improper packaging, we cannot accept the return.
Q: What situations are not eligible for return or exchange?
A: We cannot accept returns or exchanges for the following situations:
1. Damages caused by improper use, collision, fall, water soaking or self-modification.
2. Signs of wear, oxidation or damage caused by long-term use.
3. Return beyond the 7-day period.
Q: What if I lose the gift box or free gifts when returning?
A: All original accessories, gift boxes and free gifts must be returned together. If any are missing, we will deduct the corresponding cost from the refund.
Q: How to maintain brass and crystal products?
A: - Brass part: Keep dry, avoid water & moisture. Wipe gently with a soft dry cloth to prevent oxidation.
- Crystal part: Avoid harsh chemicals, wipe with a soft damp cloth then dry immediately.
- General: Do not soak in water for a long time.
Q: Is brass oxidation normal?
A: Yes, oxidation is completely normal for brass. Brass will naturally develop a unique patina (warm golden, antique or darker tone) over time due to air and touch. This is not a defect — it’s a natural, beautiful feature that makes each piece unique and full of character. If you prefer a shiny finish, simply polish gently with a soft dry cloth.
Q: Are minor marks or variations normal for brass & crystal products?
A: Yes. As handmade artworks, slight variations, tiny marks or subtle differences in color & texture are normal. This is not a defect, it proves the uniqueness of each handmade piece.
Q: Will my item look exactly like the photos?
A: All crystal pieces are natural and unique, so slight differences in color, texture and inclusion are normal. Your item will follow the same overall style and design as shown in the photos, and no two products are identical.