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CUSTOMER SERVICE

Package

All products purchased in carmenchanjewelry.com will be packed with exquisite jewel box with pink ribbon. You may also add a note per order and tell us the message to be included when making the order online. In order to ensure secure delivery, further package with bubble wrap will be added.

Payment Methods

We accept online credit card payment by Visa, Mastercard, and American Express. If you are a Paypal user, you can login with your Paypal account for online payment as well. The online transaction is hosted by Paypal, ensuring your personal information secured and confidential. The price seen on carmenchanjewelry.com is the final price you paid without additional transaction cost or shipment cost.

Free International Delivery 

Upon any purchase in carmenchanjewelry.com, we provide free international delivery service by independent transporters, depending on the nature of the ordered product, within the covered delivery countries (click here for the covered free delivery countries) without additional shipment cost. To ensure the package is delivered safely, all order requires a signature upon receipt. We do not deliver to PO Boxes. Please note that since all jewelry purchased in carmenchanjewelry.com is made by order, it will take one week (for custom couture jewel and statement necklaces, it will take two weeks) for the package to be ready for delivery.

Please note that products shipped internationally may induce customs duties and taxes upon received. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Due to the fact that we cannot estimate and advise the amount, please check with your local customs authority prior to placing an order.

Order Status Tracking

Once the package is proceeded to delivery, an email with tracking code and link will be sent to you for online order tracking. 

Return & Refund Policy

If you should return or refund a faulty or damaged item, please kindly do the followings: 

  • You must notify us by email return@carmenchanjewelry.com within 7 days of accepting delivery of the item. We will then advise you on how to proceed with return via email and you must follow and instruction to arrange return of the item within 7 days after the email notification. 
  • We will NOT process claims for goods received as faulty or damaged items after this period of time or without following the return instruction indicated in the reply email after your email notification.
  • You must quote your name, email, order number, product name, quantity, reasons for return, and your decision on either replacement of same item or have a full refund in the notification email to return@carmenchanjewelry.com.
  • All products to be returned must be carefully repackaged in their original packing and be in an unworn condition. We WILL NOT replace or refund products that have been worn, do not have their original packaging or show obvious signs of abuse. The tag MUST NOT be detached from the product if return is needed. The product with the tag separated or without original packing WILL NOT be replaced or refunded.   
  • The item is your responsibility until it reaches us. We cannot be held responsible for returns that are lost in transit.
  • You may choose to either have the replacement of same product or refund the pay price in full.
  • If you should have the replacement of the same product, only the same item in same style can be replaced and exchanged. The product will be delivered to the same address within two to three weeks after receiving the returned product.
  • If you should have the full pay price refund, refunds can only be credited back to the credit card that was used to make the original purchase. The refund will be processed as soon as the items have been received, within 7 working days upon the product returned is received.
  • We do not provide return and refund service except for faulty and damaged items. In the event of any failure to return any goods to us, we shall have the right to charge any costs of recovery of the goods.

Cancellation Policy

Once an order is submitted we are unable to change or cancel the order. Please ensure you input correct information for purchasing item, quantity, engraving and custom design characters when confirming online purchase. 

Customer Service

If you have further questions or face any difficulties, you can contact info@carmenchanjewelry.com. We will get in touch with you within 24 hours.

Gold Replating Service

We also offer special service for gold plated jewelry purchased in carmenchanjewelry.com. Upon any purchased of gold plated jewelry of Messenger Collection in Carmen Chan Jewelry, you can top up the gold replating service. See details here

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