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FAQ

Q: How to Keep Jewelry

A: Jewelry should be kept dry. If your jewelry is not often used, store it in the specified dustproof bag. Good storage bins are lined with waterproof fabric and have a separate space for each item. If your climate is humid, place a small packet of desiccant crystals in your storage area. Avoid storing jewelry with rubber products. Always remove jewelry when using cologne, perfume or other chemicals.

Chlorine gas, especially at high temperatures, can permanently damage or discolor your gold jewelry. Gently clean gold or vermilion jewelry with a soft polishing cloth. Never overpolish jewelry, especially vermilion jewelry, as it can ruin the finish.

Q: Whether customization is acceptable

A: Most of products support custom. If you need a special size, please contact our customer service by mail. We will get back to you as soon as possible if we can meet your needs.

Q: What types of payment do you accept?

A: We accept the following payment methods: Paypal,Credit Cards: Visa Card, MasterCard, and American Express, Western Union. We firstly recommend you use Paypal.

Q: How to place the order?

Step 1: Login or register a new account

Step 2: Search the item you like

Step 3: Put it into your shoppping cart

Step 4: View and check out your order

Step 5:Complete the payment

Step 6:Wait for our confirmation email.

Q: Why did I failed to place the order?

A: Don't worry! It happens sometimes.Firstly,please confirm your credit card number. If the payment still fails,try to exchange to another credit card or wait a minute to pay.If it still doesn’t work out.contact the bank to help you check.

Q: Whether the order information can be changed

A: Yes, if the order hasn't been shipped yet. If your order needs to be changed, please email us as soon as possible. It is not possible to change the order after it is shipped.

Q: How to Cancel an order

A: It is entirely possible to cancel your order! Please do not hesitate to contact us via email and our team will do their best to meet your needs.  

Q: Why was my order canceled

A: Orders flagged as fraudulent by our payment processor will be automatically cancelled. We would never cancel a legitimate order without first contacting them. If your order is cancelled, it is likely that we contacted you and did not hear back. The most common cancellations are duplicate orders.

If you have any further questions, please email us.

Q: How long will I need to wait after I place an order?

A: Total Delivery Time = Processing Time + Shipping Time.

Normally,it needs 1-3 weeks to be ready for shipment if the order add the Custom Service.

In addition,standard shipping needs 7-10 business days,expedited shipping needs 3-5 days.

Q: Can I use Po.box as the shipping address? Or billing address?

A:We don't accept PO.box(including FPO or APO) as the shipping address, because the Express(DHL/Fedex) can't delivery, we only accept the physical address as shipping address.However, you can use PO.box as billing address.

Q: If I make a wrong order, can I exchange it?

A:If the item has not been made,you can send us the Email to admin@silviax.com. We will modify the order for you. Once your

parcel is shipped out, we’re sorry we can’t help you exchange it.

Q: How to track my order?

A: When your item is shipped out, you will get a shipping confirmed letter and you can then take your order number to check your shipping status. You can use the tracking number on the following tracking links to find the tracking status.

Standrad Shipping: https://www.17track.net/en

DHL: http://www.dhl.com/en/express/tracking.html 

UPS: https://wwwapps.ups.com/WebTracking/track?loc=en_CN

Q: I’m in remote area,can you ship it?

A:Normally, we can ship to most of the countries and regions worldwide, but some individual places may be charged remote fees. If the zip code in the area can not be found on the express delivery system, we will not be able to ship it.

Q: How to return the parcel?

  • Email admin@silviax.com within 7 days to make an application for return. Emails received after 7 days will not be taken into consideration.

  • Please email us with photos of the product for our We will reply with return instructions after confirming it's in consistency with our policies.

  • Any packages posted without our consent will not be accepted.

Q: I want return the parcel, do I need to pay the returned shipping fee?

A:If the returning is due to our problems (Such as: Incorrect products, Quality problem of products), we will provide a full refund for you; If the returning is due to your problems (Such as: Don`t like,Don’t want, Order wrong product ), you need to bear the shipping fee.

Q: How long will I need to get a refund if I return it?

A:Once your return is received and inspected, we’ll send you an email to notify you that we’ve received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Q: Whether personal information has been leaked

A: Yes!The appearance of "HTTPS" in our store URL testifies to our quality of service. HTTPS is a variant of HTTP and uses the SSL/TLS protocol for security protection. HTTPS is used to protect financial transactions on merchant sites. As e-merchants, we realize that the use of SSL is indispensable in today's society. This is the best way to protect your data and protect you from hackers and identity theft.

An SSL certificate is visually represented by a padlock that appears in the URL bar of a Web browser. It is also denoted by "s", which stands for "security", and has been added to the "HTTP" protocol in the site's address bar.

 

Q: How to contact us for business cooperation

For cooperation and media or public relations inquiries, please email us.

 

 If FAQs are unable to answer your question, Please email us with questions and how we can help you. We will respond to requests within 24 hours of normal business hours. Please be sure to include your name, order number, and any other important information so that we can better serve your requirements.

Email Us:admin@silviax.com