FQAs

Welcome to our FAQ page! We hope this section answers all your questions. If you have any additional inquiries, please feel free to contact us.

Orders and Payment

Q1: Do you offer free shipping?
A1: Yes. We offer free shipping within the UK for orders over £50.

Q2: What payment methods do you accept?
A2: We accept Visa, MasterCard, Diners Club, Discover debit and credit cards, and PayPal.

Q3: Can I cancel or change my order?
A3: Yes. To cancel or change your order, please contact us at yechendi0526@gmail.com. If you request a cancellation or change before the tracking number is issued, a full refund will be provided. If the request is made after the tracking number is issued and the package has not left the courier's facility, a refund will be issued after deducting shipping costs (except for free shipping) and a £10 return fee. We do not accept cancellations or changes once the package has left the courier's facility.

Shipping and Returns

Q4: Do you offer international shipping? How long will it take to receive my package?
A4: Yes, we ship worldwide. Shipping time is 24 hours, and delivery time is 5 to 10 days depending on your country or region. For more details, please check our Shipping Policy.

Q5: Why is my package delayed?
A5: Your package may be delayed due to weather conditions, international customs inspections, holidays, or any other uncontrollable circumstances. Especially during holiday seasons, shipping may experience slight delays due to high order volumes.

Q6: How can I get a refund?
A6: We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To start a return, contact us at yechendi0526@gmail.com. If your return is accepted, please follow the instructions to send your package back. For more details, please see our Refund and Return Policy.

Q7: How do I track my order?
A7: After your order has shipped, you will receive an email with a tracking number. You can easily track your order using this number on our Track Your Order page or directly on the courier's website.

Products and Inventory

Q8: Is your jewelry waterproof? Can I wear it while showering?
A8: Yes, our jewelry is waterproof. It has been tested for water resistance before sale, so you can wear it in the gym, shower, and while swimming.

Q9: I have sensitive skin. Does your jewelry contain zinc or nickel? Will it tarnish?
A9: Our jewelry is made from high-quality materials and is free of zinc and nickel. It is hypoallergenic and will not cause green marks or allergic reactions.

Q10: What materials are your jewelry made of?
A10: Our jewelry is made of 925 sterling silver, brass plated with sterling silver, brass plated with 18K gold, pearls, and various gemstones. It is guaranteed to be free of zinc and nickel.

Q11: Are your jewelry designs exclusive/original?
A11: Yes, all our jewelry is exclusively designed and crafted by our team. We have copyright protection for all products.

Q12: Is your jewelry handmade?
A12: Yes, all our jewelry is carefully handmade.

Q13: How should I care for my jewelry?
A13: Our jewelry is designed to be waterproof, but we recommend limiting prolonged exposure to water to keep it in the best condition. When not wearing your jewelry, store it in the original jewelry pouch in a cool, dry place to maintain its shine and prolong its lifespan.

Q14: Can I input non-English information/addresses on the checkout page?
A14: Yes, if your address is in Mainland China, Hong Kong, Macau, or Taiwan, please input the information in Mandarin. For addresses in South Korea, input in Korean. For addresses in Japan, input in Japanese.

Q15: I entered the wrong address/information. How can I change it?
A15: To change your address/information, please contact us immediately at yechendi0526@gmail.com. If the request is made before the tracking number is issued, the change will be easy. If made after the tracking number is issued or if the package is returned due to incorrect information, a £10 reshipping fee will apply.

Q16: Do you accept bulk purchase orders?
A16: Yes, we do. To start a bulk purchase or for more details, please contact us at yechendi0526@gmail.com.

Customer Service and Support

Q17: Why haven’t I received your order confirmation email/reply?
A17: Please check your spam folder if you haven't received our emails. Ensure you provided the correct email address and consider time zone differences. We will reply as soon as possible. Note that yechendi0526@gmail.com is the only email address for Toohot Jewelry's returns, refunds, inquiries, and other customer services. We are not responsible for any lack of response if you contact any other email address.

Q18: How can I contact your customer service team?
A18: If you have any questions or need assistance, please contact us at:

Miscellaneous

Q19: Can I customize your jewelry?
A19: Currently, we do not accept custom orders.

Q20: Can I learn more about your packaging details?
A20: As a responsible company, we take actions to protect the environment from production to sales. All packaging materials are recyclable and reusable. For more details, please see our Sustainable Packaging page.

Q21: Can I customize the note on the thank you card?
A21: Yes, please leave your custom note in the optional remarks box on the checkout page, and we will handwrite it for you.

Q22: Why do I need to provide additional information, such as a tax code/customs code/ID number, at checkout?
A22: Additional information is required according to the import policies of the respective countries and regions. Otherwise, your package will not pass through customs. Please ensure you accurately and appropriately enter all additional information at checkout. Note that this information is only for customs use.

Q23: Why do I still need to pay taxes?
A23: During delivery, we adopt a DDP (Delivered Duty Paid) policy for most countries and regions to cover taxes. However, some areas operate under DDU (Delivered Duty Unpaid), meaning you may need to pay taxes. We cannot intervene or assume responsibility due to this special import policy. We recommend contacting your local customs office for detailed information on import and taxes.