Support Policy - Custom Jewelry DIY

At Custom Jewelry DIY, we are committed to providing exceptional support to our customers. Our policy is designed to ensure that you receive the best possible assistance throughout your jewelry buying experience.

1. Customer Service Availability:

   • Email Support: Available 24/7 at services@customjewelrydiy.com
   • Response Time: We aim to respond to all inquiries within 24-48 hours
   • Business Hours: Monday to Friday, 9:00 AM - 6:00 PM; Saturday, 10:00 AM - 4:00 PM (China Standard Time)

2. Product Information and Guidance:

   • We provide detailed product descriptions, sizing guides, and care instructions for all our jewelry
   • Our team is available to offer expert advice on gemstone selection, customization options, and jewelry care

3. Custom Order Support:

   • Dedicated assistance throughout the customization process
   • Regular updates on the progress of your custom jewelry order
   • Opportunity for revisions and adjustments before final production

4. Order Tracking and Updates:

   • Automatic order confirmation emails
   • Regular shipping updates
   • Tracking information provided for all shipped orders

5. Returns and Exchanges:

   • 30-day return policy for non-custom items in original condition
   • Exchanges offered for size adjustments or preference changes
   • Full support in processing returns and exchanges efficiently

6. Quality Assurance:

   • Each piece undergoes rigorous quality control before shipping
   • In the rare event of a quality issue, we offer prompt resolution including repair, replacement, or refund

7. Educational Resources:

   • Access to buying guides, gemstone information, and jewelry care tips on our website
   • Regular blog posts and newsletters with jewelry trends and care advice

8. Wholesale Support:

   • Dedicated account managers for wholesale clients
   • Assistance with bulk orders, custom designs, and pricing inquiries
   • Regular updates on new collections and limited-edition pieces

9. Feedback and Continuous Improvement:

   • We welcome customer feedback to improve our products and services
   • Regular surveys to assess customer satisfaction and gather suggestions

10. Ethical and Sustainability Inquiries:

    • Information available on our sourcing practices and sustainability efforts
    • Transparent communication about our ethical standards and certifications

11. Language Support:

    • Customer service available in English and Chinese
    • Translation services available for other languages upon request

12. Social Media Engagement:

    • Active presence on Instagram, Facebook, and Twitter for quick responses and updates

At Custom Jewelry DIY, we strive to make your jewelry buying experience as seamless and enjoyable as possible. Our support team is here to assist you every step of the way, ensuring that you receive the personalized attention and expert guidance you deserve.