Frequently asked questions

Check the size system and options shown on the selected product page. Compare the listed measurement with your required fit. If the listing is unclear, contact us with the product link before ordering.

Check whether the listing is for a single piece, a pair or a set. Photographs can show multiple finishes or styling combinations. Use the selected option and product description to confirm what is included.

Some listings, including Frankie Heart Necklace, Mila Bracelet and Floral Frame Necklace, offer personal details. Review the available options and character instructions on the individual product page.

Read the material and finish details for the exact item. If information is missing or unclear, contact [email protected] before ordering. We do not make a store-wide promise that every item is free of a particular allergen.

The Shipping Policy separates preparation time from transit time and describes delivery methods, destinations and costs. Review the full policy for your destination and item; contact us if the information does not resolve your question.

Our Shipping Policy states that a tracking number and tracking website are emailed after shipment. Check that shipping email, or contact support with your order number for a logistics question.

The Refund & Return Policy describes a 24-hour period for order changes and free cancellation, with restrictions after shipment. Contact support with the order number and request, and read the full policy for conditions and charges.

Read the Refund & Return Policy for the request window, item condition, exclusions, shipping costs and possible fees. Email support with the item and reason, then wait for approval and return instructions before sending anything back.

Email [email protected] or use the contact form. Published support hours are Monday to Friday, 9am–6pm (GMT+8). Include a product link for an item question or your order number for an existing order.