I. Product Questions

1. Are the beads made from natural materials? Will they fade or crack?

All primary materials are natural — including black obsidian, solid wood, jade, and other natural stones. Minor variations in grain and texture are inherent characteristics of natural materials. Metal components are treated with an anti-oxidation finish and will not fade under normal wear. To preserve your piece, avoid wearing it in the shower or exposing it to perfumes and chemical products.

2. Can I order a custom size?

Yes, we offer custom wrist sizing. If the sizes listed on the product page don't fit you, please contact us at lte423050@gmail.com before placing your order to discuss sizing and style options.

3. How should I care for my bead bracelet?

Keep your bracelet away from prolonged exposure to sweat, cosmetics, alcohol, and perfume. When not wearing it, store it in a soft pouch and keep it away from hard objects that may scratch or chip the beads.

4. Will the actual product look different from the photos?

All product photos are unedited originals with no heavy filters. Due to the nature of natural jade and wood, slight color variations may appear under different lighting conditions or on different screens. This is a normal characteristic of natural handcrafted jewelry.

II. Ordering & Payment

1. What payment methods do you accept?

We accept PayPal, credit cards (Visa / Mastercard), and other major international payment methods. All transactions are fully encrypted to ensure the security of your payment.

2. Can I change my shipping address or item after placing an order?

Modifications can be made before the order is shipped — please contact our customer service team as soon as possible. Once the order has been packed and dispatched, the address and items cannot be changed.

3. How soon will I receive an order confirmation email?

An order confirmation email is automatically sent within 5–10 minutes of successful payment. If you don't receive it, please check your spam/junk folder or contact us to have it resent.

III. Shipping Policy

1. Order Processing Time
All orders are processed and dispatched within 1–4 business days after payment is confirmed (excluding public holidays and weekends). Custom engraved bracelets require individual production and have a lead time of 3–7 business days. Please contact us before ordering to confirm the production schedule.

2. Estimated Delivery Time
United States: 7–18 business days via standard international shipping.
European Union: 8–22 business days via standard international shipping.
Remote areas, islands, and rural regions may require an additional 3–7 days. Delays caused by customs inspection, weather conditions, or local carrier capacity are outside our control and are not eligible for compensation.

3. Shipping Fees
Free standard international shipping on orders of $99 USD or more (based on the amount actually paid). Orders below this threshold will have shipping costs calculated automatically at checkout.
Oversized or heavy items may incur additional shipping surcharges, which will be displayed in real time at checkout.

4. Customs & Import Duties
Any import duties, taxes, VAT, or customs clearance fees charged by the destination country are the sole responsibility of the buyer. We do not prepay or cover these charges. If a package is returned due to the buyer's refusal to pay customs duties, the buyer is responsible for all round-trip shipping costs and any resulting losses.

5. Lost or Damaged Packages
All shipments are fully trackable. Once your order is dispatched, the tracking number will be sent to your registered email address.
Lost in transit (before delivery): After verifying the loss with the carrier, we will offer a free replacement or a full refund — your choice.
Damaged upon delivery (packaging intact, contents damaged): Please submit photos of the outer packaging and damaged item(s) within 24 hours of signing for the package. We will review and arrange an appropriate resolution. Damage reported after 24 hours of delivery, or damage caused by mishandling, will not be eligible for a claim.

6. Address Accuracy
Please ensure your full name, complete delivery address, and contact phone number are entered correctly at checkout. If a package cannot be delivered or is returned due to an incorrect address or unreachable phone number, the buyer is responsible for all round-trip shipping costs.

IV. Returns & Refunds Policy

To initiate a return, please log in to your account and go to the Orders page.
We offer a 30-day return policy. You may request a return within 30 days of receiving your order.

To be eligible for a return, items must be in the same condition as received — unworn, unused, with original tags attached and in original packaging. Proof of purchase or a receipt is required.

To start a return, contact us at lte423050@gmail.com. If you do not fully meet the standard return conditions (e.g., item has been worn, opened, or lightly used), we offer two flexible alternatives instead of a full refund: a partial refund based on the item's condition, or a store credit voucher with no minimum spend. These options help reduce your return shipping costs.

If your return is approved, you are responsible for arranging and paying for return shipping to our designated address. We do not provide prepaid return labels or cover any shipping costs. Packages returned without prior authorization from our customer service team may be refused upon arrival.

We stand behind the quality of our products. All items undergo manual quality inspection before dispatch to screen for cracks, defects, and workmanship issues. If you receive an item with a non-human-caused defect or a manufacturing quality issue, please contact us within 48 hours of delivery with photos of the item and its outer packaging. We will review the evidence and arrange an appropriate resolution.

For any return-related questions, please contact us at lte423050@gmail.com at any time.

Damages & Issues
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately so we can assess the situation and make it right.

Exceptions / Non-Returnable Items
The following items are not eligible for return or exchange: custom engraved or personalized bracelets; clearance, promotional, or discounted items; gift cards; flammable liquids; and personal care consumables. If you are unsure whether an item qualifies, please email us before placing your order.

Exchanges
We do not support direct item exchanges via return shipment. Please contact our customer service team to discuss available options: keeping the original item at a discounted price and placing a new order, or proceeding with a standard return (buyer pays all return shipping costs; no prepaid return label provided).

EU 14-Day Cooling-Off Period
Buyers in the European Union are entitled by law to a 14-day no-questions-asked return right, starting from the date of delivery.
To qualify, items must be unworn and unused, with original packaging and tags intact, showing no signs of wear or damage. Proof of purchase is required. All return shipping costs are the buyer's responsibility; we do not provide prepaid return labels.
If the item shows signs of wear, use, damage, or packaging deterioration, the 14-day statutory right of withdrawal no longer applies. In such cases, please contact us to discuss a partial refund or store credit arrangement.
Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the refund.
If you have not received your refund within 15 business days of our approval, please contact us at lte423050@gmail.com.