I. Orders & Payments
Q: What payment methods do you support?
A: We currently only support PayPal, accepting payments via credit cards (Visa/Mastercard, etc.) or PayPal account balances.
Q: Are there any transaction fees?
A: PayPal may charge a small cross-border transaction fee, as displayed on their platform. Our store does not add additional fees.
Q: Can I modify or cancel my order after confirmation?
A: Contact our customer service immediately at tan5522765@gmail.com / 4016775@qq.com. Changes or cancellations are possible only if the order has not entered the preparation stage. If shipped, please refer to our return policy.
II. Shipping & Delivery
Q: Where do you ship from? How long does delivery take?
A: All products are shipped from our China warehouse via global logistics providers (e.g., DHL/UPS):
- EU Countries: Free shipping for orders over €99; orders under €99 incur an €18 shipping fee. Delivery takes 15 working days (excluding customs clearance time).
- Other Countries: Shipping costs and timelines are displayed on the checkout page or available upon request via customer service.
Q: Do prices include customs duties or import taxes?
A: Prices do not include customs duties or import taxes, which are the responsibility of the recipient. We recommend consulting your local customs office in advance.
Q: How can I track my order?
A: After your order ships, we will send a tracking number via email, which can be used to check updates on the logistics provider’s official website.
Q: Are there extra fees for remote areas?
A: Additional shipping fees may apply to some remote areas. If the system prompts you for extra charges during checkout, contact customer service to confirm.
III. Custom Orders
Q: Which products support customization? What is the customization lead time?
A: Select Tibetan cultural jewelry (e.g., totem-carved necklaces, thangkas, bracelets, etc.) supports customization. Contact customer service to discuss details. The total customization cycle is 20–30 working days (including production and shipping).
Q: Can custom orders be returned or exchanged?
A: Custom orders are non-returnable for non-quality issues due to their personalized nature. Returns are only accepted for quality defects (proof via photos/videos required).
IV. Return & Exchange Policy
Q: Do you accept returns? What is the return period?
A: We accept 14-day no-questions-asked returns (calculated from the delivery date), provided the product is unused, with tags intact, and in original packaging without affecting resale.
Q: How do I initiate a return? Who covers the shipping cost?
A:
- Email tan5522765@gmail.com / 4016775@qq.com to request a return, stating your order number and reason.
- After customer service approval, we will provide a return address and logistics guidance.
- Non-quality issues: Return shipping fees are borne by the buyer (EU return shipping reference: ~€15–20).
- Quality issues: We will cover shipping fees and offer a full refund or replacement upon verification.
Q: How long does it take to process a refund?
A: After receiving and inspecting the returned item, we will issue a refund via your original payment method within 5–7 working days, subject to PayPal’s processing times.
V. Other Inquiries
Q: Are the products handmade? Are the materials safe?
A: Yes, all Tibetan cultural jewelry is handcrafted by artisans using natural gemstones, sterling silver, brass, yak bone, crystals, and some synthetic materials. Some products include Tibetan cultural elements (e.g., dzi beads, turquoise). Materials comply with EU REACH environmental standards for safe wear.
Q: How can I contact customer service? What are the service hours?
A:
- Email: tan5522765@gmail.com / 4016775@qq.com (response within 24 hours).
- Live Chat: Click the icon at the bottom right of the website (Weekdays 9:00–18:00 UTC+8).