FAQ & Contact Us
What makes a good photo?
1.Make sure your photo has good lighting – enough to see the details of your loved one’s face, but not so much that their face is too bright to see. Darker photos make it hard for our designers to capture the details!
2.A head-on shot is preferred. Make sure that you get the full face in the photo, including the ears and forehead. If we can only see half of the face or the photo is taken from the side, only half of the face will be on your product!
3.Avoid blurry photos – the higher the clarity of the photo, the better. Remember that the photo will be shrunk down, so some subtle features may not be seen as clearly in the final product.
What is your change/cancellation policy?
We will be happy to help you change your color, size, picture, or cancel/refund the order - just fill in the Contact Form below as soon as possible with your order number, email address, and your desired changes. Changes/cancellations to orders will only be accepted before an order is put into production.
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 designing and shaping has started. To cancel or change it, would mean a charge of 30% customization fee per item, because the item is made to order and can no longer be sold as new.
If you need to change your shipping address, we can help right up until the order is shipped. Please send us a message below with the current shipping address on file and the address that you would like to change it to.
Please review our Return Policy here if you have other questions regarding this subject.
What payment options are available?
We accept all major credit cards as well as PayPal. Please note that all of our prices are listed in USD and your card will be charged in your respective currency.
How long does it take to receive my product?
Typically, it takes about 3-7 business days for most of our items to be produced before they are shipped due to customized work involved. Please note that during the holidays our production time may vary. Once shipped, Standard Shipping for US orders will take about 10-12 business days.
Affected by the global COVID-19, your order delivery may be delayed. For details, please refer to the local logistics notice.
Can I change the destination country on my order?
After placing your order, you may not change your shipping from domestic to international and vice versa.
How much is shipping?
|Express Shipping (Shipping Time 3-5 Business Days)||$0.00–$198.99||$25.95|
|Express Shipping (Shipping Time 3-5 Business Days)||$199.00 and up||Free|
|Express Shipping + Insurance (Shipping Time 3-5 Business Days)||$0.00–$198.99||$27.94|
|Priority Shipping (Shipping Time 6-9 Business Days)||$0.00–$128.99||$9.99|
|Priority Shipping (Shipping Time 6-9 Business Days)||$129.00–$199.00||Free|
|Priority Shipping + Insurance (Shipping Time 6-9 Business Days)||$0.00–$128.99||$10.98|
|Priority Shipping + Insurance (Shipping Time 6-9 Business Days)||$129.00–$199.00||$2.99|
|Standard Shipping (Shipping Time 10-12 Business Days)||$0.00–$78.99||$7.99|
|Standard Shipping (Shipping Time 10-12 Business Days)||$79.00–$128.99||Free|
|Standard Shipping + Insurance (Shipping Time 10-12 Business Days)||$0.00–$78.99||$10.98|
|Standard Shipping + Insurance (Shipping Time 10-12 Business Days)||$79.00–$128.99||$2.99|
Do you ship internationally?
Shipping is currently available only to US, AU, UK, CA and other 35+ countries address as of the moment. All destination can be found upon checkout. If you are not sure whether we could ship to your country, please send inquiry to our customer service team at email@example.com
NOTE: All prices on our site are USD. Once you complete your transaction, it will charge your card in your respective currency.
- TRACK ORDER CLICK HERE
- Customer service email: firstname.lastname@example.org
- Please note:
1. Once your request is submitted successfully, you will receive an auto reply within 1-2 mins to acknowledge receipt. If you have any difficulties in receiving this auto reply, please check the email address used or your spam folder.
2. Please do not create additional inquiries regarding the same issue and give our Customer Support up to 24-48 hours to respond to your emails.
- Soufeel Jewelry Limited. Address: RM D 10/F TOWER A BILLION CTR 1 WANG KWONG RD KOWLOON BAY KL,Hong Kong,528437