Support
Need help with an order, sizing or a bespoke design? Find our support team’s contact details and shipping information below.
Customer Support
Our support team is happy to help with orders, sizing, bespoke designs and after-sales care.Please read this policy carefully before placing your order.
1. Custom Items
Custom products cannot be refunded or returned without reason. We only handle cases where items arrive damaged or we ship the wrong product. Custom jewelry is covered by a lifetime warranty. Customers only pay for round-trip shipping fees for repairs. If pearls, gemstones or diamonds fall off and get lost, material replacement fees will apply. Please contact customer support for details.
2.Free Maintenance
Jewelry purchased from official Yanyi Jewelry channels includes one year of complimentary cleaning, polishing and maintenance service. You only need to cover shipping fees.
3.Damaged / Incorrect Items
If your item arrives damaged, defective or mismatched to your order, please contact us within 7 calendar days upon receipt. Clear photos or videos of the package and product condition are required. We will arrange a replacement or refund once verified.
4.Return Conditions (For non-custom ready stock items only)
Returned goods must be unworn, kept in original condition with full original packaging intact. The buyer is responsible for return shipping costs. The original shipping charge is non-refundable.
5.Non-Returnable Scenarios
·Personal reasons: change of mind, poor fit, dislike of the style
·Natural gemstone characteristics: natural inclusions, slight color variations
·Damage resulting from improper wear, knocks or chemical exposure after delivery
6.Refund Processing
After we receive and inspect the returned items, refunds will be issued within 5–10 business days. Funds will be credited back to your original payment method. Delays may occur due to bank processing.
7.After-sales Service
Feel free to reach out to customer support for maintenance, resizing, repair or other service enquiries.
Email: [support@your-domain.com]
Phone / WhatsApp: [+00 000 0000 0000]
WeChat: [your-wechat-id]
Instagram: [@your-handle]
Hours: [Monday – Friday, 9:00 – 18:00 (UTC+8)]
We reply to every message within [1–2] business days.
Shipping Information
Processing time: Ready-made pieces ship within [3–5] business days. Bespoke and customised pieces are made to order and ship within [3–4] weeks.
Carriers: [DHL / FedEx / SF Express], fully insured with tracking. A tracking number is emailed as soon as your order ships.
Delivery time: [5–10] business days after dispatch, depending on destination.
Shipping cost: Calculated at checkout. [Free shipping on orders over $000.]
Duties & taxes: [International orders may be subject to import duties and taxes, paid by the recipient.]