FREQUENTLY ASKED QUESTIONS

General

Where is your company located?

Our main office is in Hong Kong.

Do you have any retail locations?

In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only have an online store.

Orders & Payment

How do I make changes after my order has been placed?

If you notice a mistake with your order after receiving an order confirmation email, please contact us via Live Chat. If it’s after business hours, leave us a clear and detailed message with your name, phone number, and order number if available.

How to know if my order has completed?

You will receive a confirmed letter including your order information by system automatically once you pay for your order completely.

Why don’t I receive the confirmed email after placing an order successfully?

In normal conditions, your email address maybe wrong or blocked by spam filters. You’d better check your junk mailbox or change your spam filters. Another way is leaving your usual mail address in order that you can receive all of our emails.

Will I have to pay customs duties, taxes or other fees?

You will not be charged any consumption tax by 925 Charm. However, you may need to pay the customs duties by yourself if there is any.

Which payment methods do you accept?

We accept PayPal Express, PayPal Credit, and all major Credit/Debit cards.

How do you secure my payment information?

We take security very seriously and do not process any of your payment information ourselves. All payment methods we offers are widely used around the world. They are all used by so many people, then they are safe and secure without doubt. Once you enter your personal and credit card information, your online purchase will be processed through a secure computer server. The personal information you enter is encrypted to keep it protected while in transit.

Is my personal information kept private?

We are totally committed to protecting your privacy. We will not disclose information about our customers or visitors to third parties except where it is part of providing a service to you, e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research and profiling or where we have your express permission to do so. For more information, please read our privacy policy in full.

Jewelry

What is the material of your charms and bracelets?

Most of the charms and bracelets are made of 925 sterling silver. Some of the charms are made of murano glass or crystal.

Do your charms all fit Pandora & European style charm bracelets?

Yes, our charms fit for Pandora and European style charm bracelets, such as Biagi, Troll, Chamilia, and etc.

How to make personalized photo charm on 925 CHARM?

1. Turn to 925charm.com and choose Charm category, then open the page personalized photo charm according to the theme.
2. Choose your preferred charm.
3. Upload your desired photo.
4. Add the item to your shopping cart.

Why cannot I upload the picture when I want to make custom photo charm?

If this situation happens, it may caused by the slow speed of your using browser. You can change other browser to try again. Or you can also place your order first and send your picture and your order number to us: info@925charm.com. Then we will deal with your personalized photo charm.

Shipping, Delivery & Returns

Do you ship worldwide?

For your convenience, we are very happy to ship our products to every place in the world. We are glad to offer Free Standard Shipping to Worldwide. For more information, please check Shipping & Delivery.

How long until I receive my jewelry?

All 925 CHARM items are made-to-order. Processing time differs from product to product. Generally we will ship within 1 – 3 days , while engraved or personalized orders may take 2 – 5 working days. Shipping time depends on the shipping method you selected. For more information, please check Shipping & Delivery.

What should I do if I can’t receive my parcel?

You can email our customer service directly and show your tracking number, and then we will check it for you. Supposing that we are sure the parcel was lost indeed, we will arrange a new delivery or refund. However, if the items were lost because you offered us incorrect address information, you should be responsible for the loss.

What if I don't like my jewelry after receive it?

Don’t worry about it. We promise an easy 30-day return policy. If you don’t like the jewelry after you receive the package, just return it unused and in its original packaging. Upon acceptance of your return, the refund will be issued to your original account. Any promotional gifts must also be returned with your returned item.

What is your return policy?

We offer an easy, hassle-free 30-day return policy. If you are not completely satisfied with your purchase, you may return it for a refund within 30 days of the delivery date. If you would like to know more, please view our 30-day return policy.

What if I have a question that hasn’t been answered above?

We are always happy to help you with any queries you may have. Please just contact us.