FAQ

Where are you located?

Our main offices are located in China but our team is originally from Indonesia. Our friendly and hard-working support team is from Indonesia and they are ready to answer any of your questions :)

Do you have free shipping?

YES! As we’ve said, we have some promos and discounts with our products. At special times, we will offer free shipping for our products. Also, we will have items for FREE and all you need to pay is the shipping. Check out our announcement on our homepage or on our social media outlets.

Where do you ship?

Currently, we are shipping orders in 28 different countries all around the world. We will keep you posted on all the new countries that we will be shipping to. Please check if your country is available for shipping in the checkout page when buying any of our products.

When will my order arrive?

Country

Delivery Time

 

Days

14-21

21-28

28-36

>37

USA

Rate (Items Arrived)

44.50%

40.20%

15.3%

If you still not receive the items, we will help to check. If  confirmed lost, we will send a replacement

CANADA

Rate (Items Arrived)

37.00%

50.00%

13.00%

AUSTRALIA

Rate (Items Arrived)

45.50%

44.00%

5.00%

 

OTHERS

Rate (Items Arrived)

30.00%

55.00%

15.00%

 

 

 

 

 

 

 

All orders include tracking numbers so you can track your order and keep you updated of the status. If you have any questions regarding your order, feel free to email us at info@personalized-jewellery.com and we'll take care of your request.

Tracking Number Not Update!

It usually takes 5-10 days for the tracking information to update itself. Please check again within the 5 next days.

Rest assured that you will receive your order very soon.

Let us know if you have any questions.

Estimated Production Time?

It usually takes 7-14 days for the production of your product. Remember the item is made by order so it take more time  

Can I cancel my order once it is placed?

As soon as you place your order, we immediately process it in our inventory so unfortunately, you cannot cancel placed orders after 24 hours of placing the order. Be sure that you are 110% sure about purchasing the product before proceeding to checkout. But, if your case is a special one, please send us an e-mail and we will be sure to see what we can do.

Do you accept returns?

Email us at info@personalized-jewellery.com with any issues within the first 60 days and provide us with pictures if there is something wrong with your product.

If you do not email us prior to returning or shipping the item(s) to our warehouse, we will refuse the return package and have it shipped back to the customer at their expense.

We ONLY accept returns, we do NOT process exchanges.

What happens if my package is lost?

While we are not responsible for any lost packages, we want to ensure you do receive the products you ordered. If you believe your package has been lost, please contact us at info@personalized-jewellery.com. From there we will work with the shipping carrier to determine whether the package is lost in transit or still en route.

Shipping carriers typically request up to 21 days to find lost packages after the last update on the tracking was made. We ask our customers to wait 10 days after filing a claim to see if the package can be found by the shipper before we issue a code for reorder. We will also require a signed statement that you, the customer, did not receive the package.

Where can I contact you in case of concerns with the products?

You can reach us by sending us an e-mail at info@personalized-jewellery.com or by going to the "contact us" page in our website.

If you have more questions that are not in this FAQ, feel free to send us an e-mail to info@personalized-jewellery.com