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How can I change or cancel an order?

Most of our products can be cancelled up until they are shipped for a refund. If your order status is Pending, you can easily cancel or change your order by yourself. If your order status is “Processing”, please contact us, with your order number and recipient’s name stated for ease of access, so that we can cancel or change your order as soon as you change your mind. Unfortunately, once an order has been shipped, it can no longer be cancelled or changed. Please refer to the chart below as a reference to our cancellation policy: 

To cancel or change your Pending order.

1. Sign into “My Account” and click on “Pending Payment”.

2. Click "Cancel" and confirm that you want to proceed with cancellation of the order, or click "Pay Now" to edit your shopping cart and change the items.

To cancel or change your PROCESSING order (the payment has gone through)

Please click on modify/cancel here to submit a modification request, through this, you will be directed to fill in your order No. and email address to verify the order information first, and then to confirm the modification, and to fill in your requirement details about your  item(s) to be changed, full address, photos with size stated, to cancel or modify your order. 

Standard Finished Products
(e.g. Murano Beads, Bracelet Charms, Classic bracelets, )
Full Refund
Made-to-Order Personalized Products
(e.g. Photo Watches, Name Necklaces, Photo Charms, Engraved Bangles, etc.)
70% refund of the product price, full refund of the shipping price

For Standard Finished Products, we will try our best to stop the order from going through, but please note that our order-fulfillment system is designed to get orders processed and shipped as fast and as efficiently as possible. That means that even if you contact our Customer Care immediately after you change your mind about your order, it might already be in the or shipping process. In this is the case, we can't change or cancel an order once it has been sent out. 

For Made-to-Order Personalized Products, we may not be able to cancel or change your order once your items have been put into production.  This would mean that the  molding and shaping has started. To cancel or change it, would mean a charge of 30% restocking fee based on the item’s price, because the item is made to order and can no longer be sold as new. Restocking fee often includes raw material used, human cost, and the handling fee. For more information, please refer to our 90-Day Return Policy

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  1. Agata - Support

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