1. Delivery and Shipping
- Do you offer international shipping?
Certainly! We offer shipping to the majority of countries around the globe.
- What is the expected shipping time for my order?
We will process your order within 1-2 business days from the time you place it, and ship it on the following day after the processing period.
US delivery: After the order has been processed, delivery of the product to destinations within the US typically takes between 2-7 business days.
International deliveries: Delivery times for international shipments may vary depending on the country, with an estimated arrival time of 7-15 business days.
In the case of Personalized/Customized products, we initiate the order immediately and generally require 2 weeks to create your unique item. Kindly take note of the estimated delivery date indicated on the product page to facilitate your planning.
*Shipping Estimates
The estimated delivery periods are computed using average shipping durations and are expressed in business days, excluding weekends and public holidays. Should your order fail to arrive within the estimated timeframe or if you have any further inquiries about shipping, kindly contact us at customer@sweetcarina.com .
- What is the expected shipping time for my order?
Delivery of items is subject to the operating hours of the local postal system and typically takes place during business hours from Monday to Friday, between 9am and 5pm.
- How much is the shipping fee?
The standard shipping charge is $5.95 to most countries worldwide.
- Is it possible to change my shipping address?
We strive to process orders promptly, which means that it may not be possible to make changes to an order once it has been placed. If you require modifications or cancellations, please contact us at customer@sweetcarina.com within 2 hours after making your order or at the earliest opportunity or before the order is confirmed.
2. Order and Payment Information
- What happens after you order?
Upon placing your order, you will receive an email confirmation that contains a receipt number. This email will also provide a link to your Order Receipt, which displays a summary of your order and customer information. Once your order has been processed and shipped, you will receive a second email containing your order number and a tracking link.
- I have a problem with my item, what should I do?
We are sorry for any inconvenience caused and would like to request that you send us an email at customer@sweetcarina.com as soon as possible if you have received a damaged or incorrect item. Please attach a photo of the item along with your order number, and we will arrange for a replacement or reshipment. Please note that replacements should be requested within 14 days of receiving the item and are subject to approval.
- I’m having issues while placing my order, what should I do?
If you encounter difficulties when placing an order on our website, we recommend taking the following steps:
1. Clear your web browser's history, cache, and cookies before attempting to place your order again.
2. If step 1 does not resolve the issue, we recommend trying a different web browser. We suggest using Google Chrome or Mozilla Firefox for the best experience.
- What payment methods can I use?
We accept the following payment methods:
- What should I do if the payment is not accepted?
1. Check to see if your payment method is up to date.
2. Ensure that your account has sufficient funds for the transaction.
3. If you're encountering persistent problems, reach out to your bank to determine if there are any issues with your account.
4. Attempt the purchase once more using an alternative payment method.
- How do I cancel my order?
Please get in touch with us within a 2-hour period in case you want to modify or cancel your orders. Beyond this timeframe, or if the order has already been processed, we will not be able to accommodate any changes.
- Do you offer price adjustments?
This policy is only applicable to promotions that were not applied during the checkout process. To request a correction, please send an email to customer@sweetcarina.com and attach a photo of the promotion that should have been applied to your order. Please note that this policy only applies to orders that are currently being processed in real-time and not to orders that were placed before or after the promotion period. We regret to inform you that requests for promotions on already processed orders cannot be accepted.
- Can I combine my order with another promotion?
It's not possible to combine our promotions, and our Buy 2 Get 1 Free offer is limited to bracelets of identical design and cannot be mixed with other designs.
- How can I track my order?
It is the receiver's responsibility to monitor their order and fulfill any necessary customs or courier requirements. If the order is marked as "return to sender" or "unsuccessfully delivered" due to the receiver's failure to follow up or provide the necessary information to the courier, we cannot process any free refund or replacement. In such cases, the customer may need to place a new order.
Once the item has been shipped, the recipient will receive an email containing the tracking number. Please note that tracking numbers may take up to 48 hours to show movement after the shipping label has been created. While in transit, the item may take at least 24 to 48 hours to move between scans at different hubs on its route to delivery.
- What happens if I still don't receive my order after 30 days?
Please send us an email to inform us, and we will assist you in checking the status of your parcel. If necessary, we will send a replacement to you at no extra charge.
3. Exchange and Refund
If for any reason you are not satisfied, we ask that you reach out to our customer service team within 14 days after receiving the item. After 14 days of receiveing the item, unfortunately, we can’t offer you a refund or exchange.
Items bought may be exchanged and/or refunded by the buyer after the product is delivered, subjected to the discretion and approval of the management, given the following conditions:
- Exclusions apply to promotional/sale (free) items.
- Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.
- Cancellation of items/orders should be made within 2 hours after purchasing and the management reserves the right to refuse any cancellation made after items are already processed and/or after shipment of the item(s).
- The return fee for the replacement/exchange will solely be rendered by the buyer
- The management reserves the right to refuse any exchange/refunds and each case is subjected to the sole discretion of the firm
- The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.
- Any change of addresses is subject to the management's approval and orders that are shipped/completed are strictly non-editable.
- Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. The management reserves the right to refuse reshipments based on incorrect addresses and are not liable for the inaccuracy of address as provided by the buyer.
- We will replace items if they are defective or damaged. If you need to exchange a defective item for the same item, send us an email at customer@sweetcarina.com.
All refunds will be credited for the original amount paid, less shipping fees, discounts, except in the case of an incorrect shipment.
4. Product Information
- Where do your products come from?
Our main production and shipping hub is located in the lovely city of Fremont, California, while we also maintain a warehouse in Asia to facilitate fast delivery for our international clients.
- What is the processing time for my personalized jewelry?
We are creating your order with care, and personalized items may require 5-7 business days to be fully processed before shipping. Depending on your location, the entire process, including order preparation and shipping, can take up to 2-4 weeks. If you need to modify or add names to your customized item, please contact us at customer@sweetcarina.com as soon as possible.
*Please note that some carriers are currently experiencing extended service delays due to COVID-19 safety measures. This may cause delivery times to exceed the estimated shipping time and impact package tracking information.
- How do I know what size to buy?
Please refer to the product page's description and details section for information on each product's specific size before proceeding to checkout.
- Does my order come with a card?
We have chosen to include a card only for products that require additional descriptions. We made the box optional to keep the prices of our high-quality products affordable for everyone. During check out, you can choose to add the Deluxe package, which is perfect for gifting.
5. Product Care and Instructions
- Store your jewelry properly: Proper storage is essential to prevent your jewelry from getting damaged. Keep your jewelry in a dry and cool place, away from direct sunlight or any heat sources. You can also use a jewelry box or pouch to store your pieces individually, which will prevent them from scratching or getting tangled.
- Clean your jewelry regularly: Regular cleaning is crucial to maintain the luster and shine of your jewelry. You can clean most types of jewelry with a soft-bristled brush and a mild soap solution. Avoid using harsh chemicals, as they can damage or discolor your jewelry.
- Take care of the clasp and chains: Be gentle when handling your jewelry, especially the clasp and chains. Tugging or pulling on them can cause them to break or stretch, leading to damage to your piece.
- Remove your jewelry during physical activities: Activities like sports or cleaning can expose your jewelry to sweat, chemicals, or impact that can cause damage. Remove your jewelry before engaging in these activities to prevent any damage.