Below are detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you and if the item(s) are covered by our 30 Return Policy.
Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours. Please note that on all canceled or changed orders(after 24 hours) of personalized items there is a 30% restocking fee.
Please note that you couldn’t cancel or change your purchase once we ship out your order.
The following reasons are covered by our 30 Days FULL COVERAGE Return/Exchange Policy.(Custom4U is responsible for return postage fees, and replacement fees)
You received the wrong order or product(s)
You received any broken items, or the quality of the products you received is poor/defective. Paint is chipping, Crystals fall off, etc. (We will only exchange the item(s) for the same product, or for the item(s) of equal or lesser value.)
The following situations are covered by the 30 Days LIMITED COVERAGE Return/Exchange Policy. (Customers is responsible for return shipping and replacement cost)
You selected the wrong product(s) or size.
Personal reasons such as change of mind, change of personal taste, or you do not see the detailed description, etc.
The following situations are not covered by 30 Days Return/Exchange Policy
The product is damaged by long-term exposure to corrosive liquids or chemicals, such as bathing, swimming, seawater, hot springs, etc.
The product is damaged due to incorrect use or incorrect maintenance.
Silver pieces are given detail by oxidation, overtime, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
Any orders received after 30 days from the delivered date.
Return & Exchange Service Procedure
To request a return, please contact our customer service. One of our representatives will contact you via email and provide instructions within three working days. If it is a quality problem, please provide order # and attach a clear photo of the item representing the problem.
After the customer receives the response to the processing result, the return time is within 15 days from the date of delivery. Returned items should be kept in their original condition when received. (Including promotional gifts)
Please make sure you provide us with the tracking# and receipt after you return.
In exchange, after we receive the returned goods, if the confirmation is correct, we will re-deliver the goods and update the tracking number within three working days.
After-sales contact information
Tel: +86 19925658585
Please contact our customer service team for the return address.
Note: Please contact the merchant first for any return application. Any return or exchange without prior application will not be accepted.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt within 2 working days. 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 the expected 7 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us.
If you require any assistance, please email us at firstname.lastname@example.org