Refund policy
1. Custom Handmade Item Rules
Most phone charms, beaded straps, custom printed acrylic slices and handmade accessories in our store are made-to-order personalized crafts.
Custom goods with custom bead collocations, exclusive anime patterns or personalized color matching can NOT be returned, exchanged or fully refunded once production starts.
We support full free cancellation within 24 hours after you place an order. Cancellations sent between 24–48 hours after purchase will charge a 30% material restocking fee to cover bead, acrylic and accessory loss. Orders cannot be canceled after 48 hours because we will complete material preparation and handmade assembly.
2. Return Rules for In-Stock Standard Goods
Unused blank acrylic blanks, unopened bulk beads and ready-made universal phone straps are available for return subject to the following terms:
1. You need to send a return application to our official store email within 14 calendar days after package delivery.
2. Products must stay brand new, unused, unmarked, with original packaging and all supporting accessories intact. Scratched, assembled, stained or partially used supplies are rejected for return.
3. If you apply for returns due to personal preference, you are responsible for all round-trip shipping costs. The initial delivery fee paid during checkout will not be refunded.
4. If products are defective because of our production fault, we take full responsibility for the reshipping cost of replacements.
3. Solution for Damaged & Defective Products
If your items arrive cracked, chipped, broken or missing parts (cracked acrylic slices, broken clasps, lost beads etc.):
1. You must send clear photos and videos of damaged goods and outer packaging to our store email within 48 hours after receiving the parcel for verification.
2. After confirmation, you can choose one of the two solutions below:
① Free one-time replacement of damaged items; we cover the reshipment fee. We will not arrange a second free re-delivery if the replacement gets damaged in transit again, and partial refund will be provided instead.
② Partial refund only for defective items. Full refund of the entire order will not be supported if only part of products are damaged.
3. Damage claims submitted over 48 hours after delivery will be denied.
4. Refund Processing Timeline
After we receive and inspect the returned qualified goods, refunds will be issued to your original payment account within 3–7 business days.
The actual arrival time of funds depends on the processing speed of your card issuing institution, which may take up to an extra 10 working days.
5. Non-Refundable Circumstances
1. All personalized custom handmade charms and custom color bead combinations;
2. Opened, cut, used beading supplies and disassembled phone chains;
3. Tiny handmade flaws and slight color differences: Minor blemishes on beads, slight color deviation of printed patterns caused by different display screens are unique features of handcrafts, which do not count as quality defects;
4. Clearance discounted bead bundles and goods marked "Final Sale". Final sale items cannot be returned, exchanged or partially refunded after payment. The label will be clearly displayed on product pages before purchase;
5. Parcels lost or delayed by USPS logistics. We will help track logistics information for you, but no refund will be offered due to logistics delay or loss.
6. How to Submit Service & Return Requests
Contact us via our store mailbox: qiujinming4519@gmail.com
Please attach your order number, product name and clear pictures of goods in your email for faster processing.