FAQ

1. When Can You Cancel/Change an Order?

• Eligible for cancellation/change: Orders that show “Pending” or “Awaiting Processing” in your account (no items have been packed or shipped yet).
• Not eligible for cancellation/change: Orders marked “Processing,” “Shipped,” or “Out for Delivery” (items have been packed, dispatched to the logistics carrier, or are en route—we can no longer adjust them at this stage).

2. How to Cancel Your Order

Method 1: Cancel via Your Account (Fastest Option)

1. Log in to your account on our website and go to the “Orders” section.
2. Find the order you want to cancel and click the “Cancel Order” button (this will only appear if the order is eligible).
3. Select a reason for cancellation (e.g., “Changed my mind,” “Ordered the wrong item”) from the dropdown menu—this helps us improve our service.
4. Click “Confirm Cancellation” to submit your request. You’ll see a confirmation message on the screen, and we’ll send a cancellation email to your registered address within 1 hour.

Method 2: Cancel via Customer Support

• Email: Send a request to uxin120527@gamil.com with your order number, registered email, and cancellation reason.
• Live Chat/Phone: Reach out via the live chat (bottom-right corner of the site) or call (+86) 135 1692 7608—provide your order details, and our team will process the cancellation for you.

3. How to Change Your Order

Common Change Requests & Steps

• Update Shipping Address:
  1. Log in to your account → Go to “Orders” → Find the eligible order → Click “Edit Shipping Address.”
  2. Enter the new correct address (double-check for typos!) and click “Save Changes.”
  3. If you can’t edit it via your account, email/call support with your order number and new address—we’ll update it manually.
• Change Product Variants (e.g., size, color):
  Contact support immediately with your order number, the current product variant (e.g., “Silver Necklace - Size M”), and the desired variant (e.g., “Silver Necklace - Size L”). We’ll confirm if the new variant is in stock and process the change for you (if available).
• Add/Remove Items:
  We can’t directly add/remove items from an existing order. Instead, cancel the original order (if eligible) and place a new one with your desired items—this avoids confusion with inventory and pricing.

4. Important Notes

• Time Sensitivity: Eligible cancellation/change requests must be submitted within 24 hours of order placement (since we start processing orders quickly to ensure fast delivery).
• Custom/ Personalized Orders: These are non-cancelable and non-changeable once placed—custom items are made to your specific requirements, so we can’t adjust them after production begins.
• Cancellation for Pre-Orders: For pre-ordered items, you can cancel up to 7 days before the scheduled shipping date. After that, the order will enter processing and can’t be canceled.

1. 访客结账（无需账户）

• 步骤：结账时，请选择 “以访客身份结账” 选项（通常显示在“登录”按钮下方）。输入您的基本收货信息（姓名、地址、电话号码）和付款详情，然后直接提交订单。
• 订单确认：付款成功后，我们将向您提供的地址发送一封订单确认邮件。邮件中包含您的订单号、商品详情以及包裹发货后的追踪链接。
• 优点：节省时间（无需设置帐户），无需记住登录凭据。
• 缺点：您无法集中查看过往订单，也无法保存未来购买的配送/付款信息。之后要追踪订单，您需要使用确认邮件中的追踪链接。

2. 账户结账（建议使用，方便日后使用）

• 主要优点：
  
  • 保存信息：存储多个送货地址和付款方式（安全加密），以避免在以后的订单中重新输入详细信息。
  • 跟踪和管理订单：在一个地方（在您帐户的“订单”部分下）查看所有过去和当前的订单，而无需搜索旧的电子邮件。
  • 轻松调整订单：如果您需要取消或修改符合条件的订单，您可以直接通过您的帐户进行操作（比以访客身份联系支持人员更快）。
  • 独家更新：通过电子邮件提前了解销售、新产品发布和个性化优惠。
• 如何创建账户：点击“注册”（首页右上角），输入邮箱地址、设置密码，并填写基本信息（可选）。您也可以使用 Google/Apple 账户进行一键注册。

最后说明

1. First: Check Return Eligibility

• Eligible for return:
  • Unused, unwashed, and undamaged items (with original tags, packaging, and accessories intact).
  • Items with manufacturing defects (e.g., broken parts, wrong sizes/colors sent by us).
• Not eligible for return:
  • Customized/personalized items (made to your specific requests, e.g., engraved jewelry).
  • Perishable or disposable products (e.g., skincare samples).
  • Items damaged due to improper use, wear and tear, or customer error.

2. Step 1: Initiate a Return Request

Method 1: Request via Your Account (Recommended)

1. Log in to your account on our website and go to the “Orders” section.
2. Find the order containing the item you want to return, then click “Request Return”.
3. Fill out the return form:
   • Select the specific item(s) to return.
   • Choose a return reason (e.g., “Wrong size,” “Defective product,” “Changed my mind”).
   • Add optional details (e.g., photos of defects—helpful for verifying issues).
4. Click “Submit Request”. We’ll review your application within 1–2 business days and send a confirmation email with a Return Merchandise Authorization (RMA) number (required for processing your return) and return shipping instructions.

Method 2: Request via Customer Support (For Guest Checkout)

• Email: Send a request to [support@yourdomain.com] with:
  • Your order number and the email/phone number used for the order.
  • The name and quantity of the item(s) to return.
  • Return reason and supporting photos (if applicable).
• We’ll respond with your RMA number and return guidelines within 2 business days.

3. Step 2: Prepare the Return Package

1. Pack the item securely: Place the product (with original tags/packaging) in a shipping box. Include a note with your RMA number and order number inside the package (this helps us identify your return quickly).
2. Do not include non-return items: Only send the items approved in your return request—extra items may be lost or not processed.
3. Choose a shipping method: Use a trackable logistics service (e.g., DHL, UPS, YunExpress) to send the package back to the return address provided in our confirmation email. We recommend keeping the return tracking number for reference (to confirm delivery).

4. Step 3: We Process Your Return & Refund/Exchange

• Delivery confirmation: Once we receive your return package (usually 5–10 business days after you ship it, depending on your location), our team will inspect the item(s) to verify eligibility.
• Processing outcomes:
  1. Approved return:
     • Refund: We’ll initiate a refund to your original payment method within 2–3 business days. The refund will take 3–7 business days to reach your account (varies by bank/wallet provider).
     • Exchange: If you requested an exchange (e.g., for a different size), we’ll ship the new item once the return is approved (free of extra shipping charges, if the exchange is due to our error).
  2. Rejected return: If the item fails inspection (e.g., damaged, missing tags), we’ll email you to explain the reason and can ship the item back to you (you’ll need to cover the return shipping cost).

5. Important Return Notes

• Return shipping cost:
  • Free return shipping: If the return is due to our mistake (e.g., wrong item, defect), we’ll reimburse your shipping fee (provide the shipping receipt via email).
  • Customer-funded shipping: If the return is for personal reasons (e.g., change of mind, wrong size chosen by you), you’ll cover the return shipping cost.
• International returns: For cross-border orders, please confirm the return address and customs requirements with our support team first—unclear customs declarations may cause delays or additional fees.
• RMA number validity: Your RMA number is valid for 14 days from the date it’s issued. Please ship the return package within this period; expired RMA numbers may require a new request.