Cancellation policy

We will do our best to accommodate any order change or cancellation requests. Requests must be submitted within 24 hours. To submit a request, please review the instructions on the Customer Service page and submit the Contact Request Form. Please note that any requests received after 24 hours may incur additional charges.
Orders placed after 24 hours are still eligible for a refund, but customers will be charged for materials and labor, totaling approximately 50% of the value of the item.
Once the order is shipped, we will record the shipping information and send the product information to the customer for confirmation before shipping. If you cancel your order after it has been shipped, we will charge you 70% of the value of the merchandise. (Material restocking fees include raw material component production use, packaging, labor and shipping costs)

Damages and issues：

Please inspect your item when you receive it, and if it is defective, damaged, or if you received the wrong item, please contact us immediately so that we can evaluate and correct the problem. If it is a store shipping issue, we will take full responsibility and you will not be held liable.

 

    Condition of Merchandise:

    Items must be in unused, sealed, resalable condition in their original packaging. Used or non-original merchandise will be subject to a 70% restocking fee of the order, which will be deducted from the refund of the original payment method you used. Returned merchandise is cosmetically damaged and impacted, then the merchandise is non-returnable. (Jewelry can be affected by factors such as perspiration and heat, which can affect the appearance and effectiveness of the product).

       

      Refund or Exchange Policy: 

      Upon receipt of returned merchandise in good condition, we will refund the amount paid or store credit based on the number of items purchased. Custom orders, specials or gift cards are not returnable.
      We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
      If more than 15 business days have passed since we’ve approved your return, please contact us at gauss.convel@gmail.com.
      Customers returning merchandise must use traceable logistics information. Otherwise, the customer is responsible for the loss of the item.The customer submits the return logistics information to TinTin Customer Service.

        Warranty Information:

        1. Warranty coverage
        We offer a warranty on all customized handmade crafts, which covers
            Material defects (e.g., cracked leather, faded colors, etc., warranted for 15 days, excluding prolonged immersion in liquids, exposure to high temperatures, and other human factors)
            Workmanship problems (e.g. poor stitching, parts falling off, etc., warranted for 15 days)
            [Note: Negligence, abuse, loss, theft or normal wear and tear are not covered].
        Abnormalities in the goods after receipt: please take photos to record and contact customer service in time to deal with them

        2. Customer Responsibility
        In order to keep the product in good condition, the customer is required to follow the following precautions:
            Avoid exposing the product to extreme temperatures or humidity.
            Clean and maintain the product regularly with appropriate leather care products.
            Do not damage the product.

        3. Claims Procedure
        To make a claim, please follow the steps below:
            Contact customer service with proof of purchase and description of the problem.
            Provide photos of the product so that we can assess the problem.
            We will reply within 5 working days and inform the follow-up program.

        4. Solution
        During the warranty period, if the product problem is confirmed, we provide the following solutions:
            Free repair or replacement.
            If it can not be repaired, customers can choose a full refund.

        5. Disclaimer
        The following conditions are not covered by the warranty:
            Human damage (such as tearing, scratching, immersion in liquid, high temperature, etc.).
            Problems caused by improper use or maintenance.
            Damage caused by natural disasters.

        6. Contact Information
        For further assistance, please contact customer service via the following methods

            WhatsApp：+1（720）971-2566
            E-mail: service@tintin-jewelry.store

         

        Shipping:

        Standard production time about【Excludes express shipping time】:
        Estimated time for Bracelet 7 days
        Estimated time for Chocker 7 days
        Estimated time for Neckerchief 7 days
        Estimated time for Bag 17 days
        Estimated time for Pendant 12 days

        Express shipping time
        Ship to USA, estimated time 7-11 days
        Ship to Europe, estimated time 8-11 days
        Ship to other of the world, estimated time 7-12days

        Due to the varying complexity of the craftsmanship of handmade items, we will re-make products if they do not meet our quality standards. It is important that handmade customized items we will try to ensure that they are shipped within the time frame and never sacrifice quality for the sake of haste. Thank you very much for your understanding and patience!


        By purchasing an item from our store you are agreeing to our policies and terms.