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Support review Refund Policy
Damaged / wrong item
Before production
Change of mind
Order number + clear photos help support review faster.

Custom order refund rules

Refund Policy

This page explains when a custom pendant order can be refunded, replaced, changed, cancelled, or reviewed by support.

Start a Support Request Track Order

Quick Summary

Know the likely path before contacting us

The shortest path is: check the rule, gather order details, then contact support before sending anything back.

Damaged or wrong item Support can review orders with photos, order number, and issue details.
Custom products Personalized items have stricter return rules once production begins.
Order changes Changes may be possible before production starts, but not guaranteed after that.
Contact required Contact support before sending anything back or placing a replacement order.

Refund Rules

Check the rule before sending anything back

Custom products need clear rules because each piece is made for one customer. Support can still review real damage, wrong items, missing parts, and production mistakes.

Contact support first

Do not return an item before support confirms the next step. Unauthorized returns may be delayed or rejected.

Usually reviewable

Eligible for refund or replacement review

These cases should route users to support with evidence.

  • Item arrived damaged.
  • Wrong product, color, size, chain, or upgrade was sent.
  • Custom detail does not match the confirmed order summary.
  • Package issue requires carrier or fulfillment review.
Usually not eligible

Not eligible for refund

Custom products need clear limitations because they are made for one customer.

  • Change of mind after production has started.
  • Customer entered the wrong name, spelling, photo, size, color, or address.
  • Personalized item was produced correctly based on confirmed details.
  • Normal wear, misuse, or damage after delivery.
Time-sensitive

Custom order changes and cancellations

Users need to understand the difference between before-production and after-production requests.

  • Before production: support may try to update or cancel the order.
  • After production starts: changes or cancellations may no longer be possible.
  • Rush orders may have a shorter change window.
  • Contact support as soon as you notice a mistake.
Evidence required

Damaged, defective, or wrong item process

Make the support process clear so users know what to prepare.

  • Order number.
  • Clear photos or video of the product and packaging.
  • Description of the issue.
  • Preferred resolution: replacement, repair review, refund review, or support advice.
Do not return first

Return shipping

Users should contact support before sending items back.

  • Support should confirm whether a return is required.
  • Unauthorized returns may not be accepted.
  • Return shipping responsibility depends on the case type.
  • Tracking may be required for approved returns.
Support review

Review timeline

The page should set expectations without overpromising.

  • Support reviews the order details and submitted evidence.
  • Custom-order cases may require production team review.
  • Approved refunds may take additional processing time through the payment provider.
  • Keep all packaging until the case is resolved.

Support Process

How to request help

A short three-step process reduces back-and-forth for mobile shoppers coming from TikTok or Instagram.

1

Find your order number

Use the order confirmation email or Track Order page.

2

Take clear photos

Show the full item, close-up issue, packaging, and shipping label if needed.

3

Contact support

Submit the issue before returning the item or placing a replacement order.

Helpful Links

Use these paths before opening a case

Clear support links keep the customer path short and reduce checkout friction.

Track Order
Order status

Track your order

Check production, shipping, and delivery status before opening a case.

Track order
Contact Support
Case review

Open support request

Send order number, issue type, photos, and preferred resolution.

Contact support
Terms of Service
Order terms

Read order terms

Understand custom order responsibilities and site terms.

Read terms

Contact Support

Prepare these details before contacting us

Support can review your case faster when the order and product evidence are clear.

  • Order number
  • Email or phone used for the order
  • Clear photos of the product and package
  • Short description of the issue
Contact Support Track Order First

Decision Points

What to check before and after production

These reminders reduce avoidable refund requests and help customers act quickly when something is wrong.

Before checkout

Review custom details

Cart should show custom details, upgrades, and final price clearly before purchase.

Before production

Ask for changes fast

Contact support immediately for spelling, photo, size, color, or address mistakes.

After delivery

Document the issue

Damaged or wrong items should be reviewed with photos and order number.

Refund Trust Points

Clear rules, human review, and no blind returns

These trust blocks make the policy easier to understand inside TikTok and Instagram in-app browsers.

Clear custom limits Personalized products need stricter rules after production begins.
Damage review path Wrong or damaged items have a visible support route.
Order details matter Review spelling, photo, size, color, and upgrades before checkout.
No blind returns Customers should contact support before sending any item back.

FAQ

Refund questions

Common answers for custom-order cancellations, wrong uploads, damaged delivery, and returns.

Can I cancel a custom pendant order?
Cancellation may be possible before production starts. After production begins, cancellation may be limited because the item is personalized.
What if I entered the wrong name or uploaded the wrong photo?
Contact support immediately. If production has not started, support may try to update the order. If production has started, changes may not be possible.
What if my item arrives damaged?
Contact support with your order number, photos of the item, photos of the packaging, and a short description of the issue.
Should I send the item back first?
No. Contact support first. Support should confirm whether a return is required and provide the correct next step.
Need refund help? Contact support
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