FAQ & CUSTOMER CARE
ABOUT HANDMADE BEADING TUTORIAL
We have attached an elastic thread for you. If you feel that some of your bracelet size is not suitable for you, you can use the attached elastic thread and tools we have prepared for you to bead yourself and modify it to fit your size.
For related tutorials on beading, please click >>here<<
About the free gift box:
Our store provides free gift box packaging, but it does not mean that each piece of jewelry is individually gift box packaged. When you do not select a separate gift box packaging option, our system defaults to 1-3 pieces of jewelry in one gift box.
How to choose individual gift box packaging for each piece of jewelry:
Just select the "Add additional gift box" option in your shopping cart. We will package each piece of your jewelry in an individual gift box.
ACCOUNT /STORE CREDIT / GIFT CARD HELP
1: Where is my gift card?If you previously owned a gift card in the AUS store, you will still use it in the AUS store.
ORDER ISSUES
1. I received a faulty item!
Oh no! First of all, we apologize for the unsatisfactory product you received. In order to resolve this issue for you as soon as possible, please go to our "Contact Us" section, where you can contact our customer experience team.
edit:
your name
order number
Email address used to place the order
The product name and code of the ordered product found in the order confirmation email
Fault description/photo
By email: service@deegnt.com send all the above content directly to our team!
2. I lost an item from my order!
First of all, please make sure the items are not thrown into the box or stuck in the box. Smaller items (such as accessories) are usually wrapped in bubble wrap, or other items are wrapped in clothes or shoe boxes. If you are unlucky, please don't put pressure on your baby! To contact our customer experience team via email, please make sure to provide our team with the following information:
your name
order number
Email address used to place the order
The product name and code of the product is missing
The product name and code of the product is missing
Tampering with packaging photos
By email: service@deegnt.com send all the above content directly to our team!
3. I received an incorrect product!
Sorry to hear that the product you received is incorrect! In order to resolve this issue as quickly as possible, please visit the "Contact Us" section and contact our customer experience team via email. Please make sure to provide our team with the following information:
your name
order number
Email address used to place the order
Product name and code picture of the ordered product
Receive product name and product code
Description/photo of the product you received
By email: service@deegnt.com send all the above content directly to our team!
4. I ordered the wrong size/color!
After placing the order, unfortunately, we cannot make any changes to the items in the order! After receiving the order, you are welcome to contact us.
5. Can I cancel or change my order?
After you place an order, we will start processing it-we know you need an order urgently! Unfortunately, this means that we cannot make any changes because it has already been processed in the warehouse (actually within a few seconds). Sorry baby! You need to place the order again or return any unnecessary items. Don't worry, we have a very flexible return policy! Items may be returned within 30 days after delivery in exchange for gift cards or refunds.
6. Why was my order cancelled?
If you have placed an order and received our cancellation email, we are sorry for that. This is usually the case if there is no stock available when we process your order. do not worry! Receiving our cancellation/refund notification email will confirm that we have proceeded and will return you the out-of-stock item. The refund will reappear in the account you used for the original purchase transaction within 3-5 business days, depending on the clearing time of your bank. We recommend registering for the purchase notification of this product. When the product is available again, you will receive a notification via email! Also, please check out our "New Arrivals", you may fall in loveWith other things!
SHIPPING / TRACKING ISSUES
1. When will my order be shipped?
Our goal is that if orders are placed Monday to Friday before 2:00 PM Pacific time, all US orders will be shipped on the same business day. All orders placed on weekends or public holidays will be shipped on the next business day. The average transportation time is 7-15 working days (excluding holidays).
2. Can my order be sent to PO Box or APO, FPO, DPO BOX?
For American customers who ship to APO, FPO, DPO and PO Box addresses, all orders will be shipped within 7-10 days of delivery time.
3. How to track my order?
After delivery, you will receive the tracking number of the order via email! , It may take several hours to show any type of update on the tracking link, sometimes it may take 24 hours. If there is no tracking number after 10 working days, please send an email to: service@deegnt.com.
4. How long does it take to deliver?
The average shipping time is 7-15 working days (except holidays), please check our shipping information to understand the shipping time.
How to ship to...
Please refer to our shipping information for shipping costs.
5. My package has been sent but not received!
If no one is at home at the time of delivery and the driver thinks that the area can leave your package safely, please put it in a safe place in the address. Make sure to check the front of the house, especially behind the trash can/potted plants/fence and under the doormat! We also recommend that you check with the building management and neighbors who may have taken care of them. After determining all possible delivery locations, if you still cannot find the package after 3 working days, please contact our customer experience team. Don't panic, we will make sure your candy is positioned in other ways! You can contact us through the "Contact Us" section. And include the following information in the email:
your name
order number
Email address used to place the order
The shipping address provided during checkout when placing the order
6. I cannot track my package!
Before the carrier classifies and scans the package, there will be no tracking events for you to check. The operator may display it as a "label created" status, and it may take up to 24 hours for the operator to update the tracking information online. Baby, don't worry! If you receive a shipping confirmation with a tracking number, it means that your package has been sent and is in transit! All orders placed on weekends or public holidays will be shipped on the next business day. International orders will enter customs upon leaving and entering your country/region, so make sure to give it some time in case you don’t see any movement on the package.
7. Will I be charged duties and taxes?
For all orders shipped to Canada and the UK, duties and taxes will be paid at checkout. For all other countries/regions, you may be charged duties and taxes after entering your country/region.
8. Why is my order delayed?
Please double check the shipping method you choose. The deadline for all orders is 3:00 PM Pacific time from Monday to Friday. If you receive a shipping confirmation email, it means that your order has been sent and you are contacting the shipping company. Please note that due to weather or other issues beyond our control, it may cause carrier delays.
9. I did not receive the order or shipping confirmation
Make sure that the junk mail and junk mail folders are set as valid ranges in case automatic notifications have been sent there. You can also mark us as SAFE, so you won't miss us again in the future! Still can't find luck? Don't worry, just send us an email and we will help you!
10. I entered the wrong address!
Oh! Please send us an email via service@deegnt.com as soon as possible within 24 hours after placing the order (please note that this change may slightly delay your shipping or delivery time by about 24-48 hours). Unfortunately, as our warehouse will process your order, we cannot modify the order address after 24 hours. If the wrong address is provided, we will not give a refund and the loss will be borne by the individual！
RETURNS
1. How do I return the goods?
Please drop down the menu and click "Contact Us", and contact our customer experience team via email: service@deegnt.com
2. Can I combine two orders into one return package?
Unfortunately, it is currently not possible to combine multiple orders into one package. When submitting a return in our system, a label will be created specifically for the items in the order. We do not have records of items in other orders because they will not be linked to this label. We are working hard to make this a better experience for our customers.
3. Why did I not receive the return label?
If you have not received the return label, please wait 24 hours before contacting our customer experience team.
4. Have you received my return?
We are happy to help you clarify the time of return/exchange. If you booked a return online and used our label, the return will be shipped by land-it may take up to 10-20 working days to contact our return team. For our international hot girls, please be sure to submit a return on our website and pay attention to your own tracking information and receipt, because we will not be able to track or monitor this information for you! After receipt, we aim to process your return within 6 working days.
5. Can I change the type of return I requested?
No problem at all! As long as our return team has not received and processed your return, we are happy to cancel your request and help you resubmit your preferred return type. Please note-if you want to convert your redemption or store credit to a refund, $10 will be deducted from your total refund to use our return label.
6. How long will it take to process my return?
Our goal is to process all returns within 6 working days after receiving them.
7. How long can I return the goods after receiving the order?
As long as your return is made or submitted within 7 days after receiving your item, we can accept the return for processing.
8. Can I return the goods purchased through shopping?
If you want to return an item purchased with AfterPay, you can choose to cancel the payment plan. We will process your return normally after receiving the goods. Therefore, since AfterPay is a third-party company, you are obliged to submit payment until we process the return. When we receive your return package, we can cancel the payment plan for the item returned to you (if you use the free return label, you will pay $6.99 less). From there, AfterPay will refund any money already paid for the goods on its own. Cancellation of payments applies to the final installments of the planned payment plan. After processing the return, log in to your AfterPay account to view the new payment schedule!
9. My return amount has been processed
After applying any discount code redeemed on the order, all returns will be processed to cover the total amount of the item. If your return comes with our free return label, we will also deduct $10 from the refund amount. The original shipping fee (if applicable) is not refundable.
10. Can I return the goods?
of course! For returns, there is no difference in our return policy.
11. Can I return underwear, earrings or cosmetics?
We have strict hygiene standards and these items will not be returned.
12. When can I get a refund?
Based on the clearing time of your bank, you will determine when you will see the refund return to the original payment method. This usually takes 2-10 working days.
13. Where will you return the goods?
All refunds will be returned to the original payment method used to place the order. If you use both online credit and credit card/PayPal/AfterPay, your online credit will be reissued and your payment will be refunded.
14. I used a gift card to pay and request a refund, where can the money be returned?
If you paid with a gift card and selected a refund, the amount will be refunded to the original gift card. Gift cards are not refundable.
payment method
1. What payment method do you accept?
We accept all major credit and debit cards and PayPal.
2. When will my gift certificate expire?
From the date of issue, you have three years to use your online credit line, and three full years to redeem your coupons!
3. My promotional code/gift card code does not work!
Promo codes are not applicable? Make sure it is valid for all items in your order (for example, excluding cosmetics). The coupon code needs to be entered separately. If you are having trouble applying both methods, please send a screenshot of the displayed page to our customer experience team so that we can help!
4. WHY ISN’T MY PAYMENT PROCESSING?
First, try to switch devices and/or browsers, then try to log out from Google Chrome or Safari. Our website has been optimized for your shopping experience using these browsers. If you are still out of luck, please pull down the menu and click "Contact Us", and then email a screenshot of the error message to our customer experience team: service@deegnt.com so that we can provide you with better help!
PAYMENTS
1. I have trouble on the website
As long as you check out from Google Chrome or Safari, you won’t encounter any technical errors on the site. If you still encounter problems after switching devices and using these browsers, please email us a screenshot of the displayed page so that we can provide you with further assistance!
2. I cannot log in to my princess account
If you are unable to log in to the account with the details used when creating the account, you may not be able to successfully create the account: (You can try to create an account again to register your details. Still no luck? Send us an email, So that we can help!
3. I forgot my password
By following the "Reset My Password" link, you can reset your password directly and safely. Just make sure to check the automatic notifications in your spam/spam folder.
PRODUCT STOCK & SIZING
1.CAN YOU TELL ME WHEN SOMETHING IS BEING RESTOCKED?
We continue to add the most popular products, adding new products almost every day! Although we cannot provide an estimate of when to stock, we recommend that you register for stock notification so that we know that you like this style and will get more soon!
2. HOW DO I KNOW WHAT SIZE TO CHOOSE?
We use sizing tools to provide confident recommendations based on items purchased and reserved by similar shoppers. The size adjustment tool can be used on all tops, bottoms and dress collections (excluding bodysuits, swimsuits and accessories).
We also provide a standard size chart as a measurement guide and provide international size conversions for our girls to see which size is best for you. Each product also includes detailed instructions about the clothing and fit/style recommendations.
MOBILE APP
1. WHY AREN’T THE ITEMS I ADDED TO MY CART ON THE WEBSITE DISPLAYING IN THE APP?
Currently, the shopping cart has not been shared between the website and the application, but will be shared in the next few months. Baby, please rest assured, we are always working hard to improve your experience, so stay tuned!
2. WHY AREN'T THE ITEMS I ADDED TO MY WISHLIST ON THE WEBSITE DISPLAYING IN THE APP?
The wish list is not currently shared between the website and the app, but will be shared in the coming months. Baby, please rest assured, we are always working hard to improve your experience, so stay tuned!
3. IN WHICH COUNTRIES IS THE APP AVAILABLE?
US apps are available in the following app stores: US, Canada, UK, Norway, Switzerland and the entire European Union (Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy , Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden)
The AU application is available in the following application stores: Australia, China, Hong Kong, Japan, New Zealand, Singapore and South Korea
4. HOW DO I CHANGE THE CURRENCY?
Currently, US apps are only available in $USD, while Australian apps are only available in $AUD. However, multiple currencies will be supported this year!
We hope that the solutions to these problems will be helpful to our customers. If you have any questions about our jewelry, please contact service@deegnt.com
