Frequently Asked Questions
Frequently Asked Questions
Production
Q: How long does it take to do my order?
A: Our orders are all custom made. Production takes an estimated 30 days depending on order type. This covers purchasing or production of charms, making of your decoden item, drying and touching up stage.Â
Q: Can I alter my order after payment?
If you accidentally chose the wrong phone model or would like to alter or amend the style, don’t worry! You can request one free change 24 hours after receiving order confirmation email.
Shipping & Delivery
Q: How long does shipping take?
A: Shipping times vary by location - domestic orders usually arrive within 3-7 business days, while international orders may take 7-14 business days. You will receive a tracker link and ID via the same email you used to place an order.
Q: I lost my parcel or you sent me the wrong order.
If the mistake is on our end (such as sending the wrong model), or if something happens during delivery (like damage, loss, or courier issues), we’ll make things right by either remaking and resending your order free of charge, or giving you a full refund—your choice.
Q: Do you offer free shipping?
A: Yes! We offer free shipping on orders over a certain amount. Check our shipping policy for current thresholds and terms. If your minimum amount applies, the coupon code will be activated automatically, you don't need to manually type it in.
Returns & Exchanges
Q: What is your return policy?
A: We accept returns within 30 days of purchase for items in original condition. Please contact us to initiate a return.
Q: How do I exchange an item?
A: Contact our customer service team with your order number and the item you'd like to exchange. We'll guide you through the process.
Orders & Payment
Q: What payment methods do you accept?
A: We are currently only accepting PayPal and working towards implementing alternative payment method.
Product Information
Q: How do I care for my products?
A: Care instructions are included with each product. For specific questions, please refer to the product description or contact us.
Q: Are your products authentic?
A: Yes, all our products are 100% authentic and sourced directly from authorized suppliers.