Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Packing and shipping wrong item/size/address (differ from the shipping address provided before)/an obvious defective item caused by manufacture.
- In case the design and mockup the client provided were qualified, the printing quality however is bad, misplaced, distorted or faded, and unclear patterns, etc.
- The size (dimension) received is totally different from the size chart published on our website.
- Absolutely different colors ( buyer orders blue, receives the red one), etc.
- The packet was lost during the shipment
- Tracking has no more new updates within 20 days
- The delivery time exceeds 25 business days for standard shipping and 15 business days for express shipping.
In general, we will take all the cases under consideration to offer the best solution.
Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may be slightly different from actual items in terms of color due to the lighting during photo shooting or the monitor’s display. Hence, please allow the difference between the advertised images and the actual item you received.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at the customer’s disposal.
PROOF REQUIREMENT TO RESOLVE CASES
Please contact our Customer Support Dept to start the complaint process. Please include the following information:
- The label on the packet to verify if the packet was sent by the manufacturer.
- A picture was taken in natural light or an obvious video.
- A picture taken focuses on the error under natural light
- A screenshot of the buyer’s complaint or case.
- Wrong size: please let the buyer measure by the ruler ( measure the shoe insole for shoes).
- All complaints need to send to us within 15 business days from the day buyer received the packet (tracking showed delivered status)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
- We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- You will be responsible for paying for your own shipping costs for returning your item(s).
In the next 24 hours (from the time of receiving the email/SMS requesting to Cancel the customer’s order), our Customer Care Department will confirm the details with the order on the Store FavoJewelry system and we will issue a full refund for this order within 48 hours after that, and follow the return policy of the payment gateways that the FavoJewelry store is integrating such as Paypal, Stripe. Please remember it can take some time for your bank or credit card company to process and post the refund.
REPLACE AND REFUND ARE NOT ALLOWED
- Customers provided the wrong shipping address /Size or Color/ Wrong personalized information (for Products Personalized) on order.
- Complaints after 15 business days.
- Insignificant difference between the real item and mockup, design in the same light condition and device (strong blue and light blue)
- Defective item caused by the buyer.
- Customers provided wrong or missing shipping address information.
- In normal shipment conditions, buyers refuse the packet for individual reasons.
- Shipment is suspended due to political movements/natural disasters/military issues/customs problems/irresistible factors.
- All packets have the status “delivered”. In case the buyer complains that they did not receive the packet even though tracking shows “delivered”, we can offer some ways to check with the carrier…
All of our artworks, made and supervised by a professional design team, are tailored to the tastes of our customers
We allow personalization to your needs and preview the design of your choice before proceeding with the order, these are personalized products printed according to your requirements, so we do not offer returns or reprints for orders marked as delivered, even changing your mind due to personal taste.
Customers can contact their carrier (i.e., USPS/ UPS, DHL, etc.) for exact details on the delivery, including GPS location.
We want you to be 100% satisfied with the services provided by us. If your product is defective or not described, don’t worry. Just send us an email at [email protected] and we will make it right by offering you a replacement or refund.
Any unsuccessful deliveries due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.
Any dissatisfactions related to apparel sizing and/or colors will not be eligible for refund or replacement. Please make sure to have a look at our sizing charts on product pages or your order confirmation email within the first 12 hours after completing your purchase.
Our return policy lasts 30 days from your delivery date. If the 30-day period has gone, we can’t offer you a refund or exchange.