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Returns Policy

Returns, Refunds, Exchanges & Cancellations

CANCELLATIONS:

If you cancel your order before it ships, a 5% restocking fee will be deducted from the total amount paid for any cancellations. This fee is to cover the credit card processing fees charged by our payment processor, which are non-refundable. Please ensure that you are ordering the correct product. If you accidentally order the wrong item and your order has not shipped, please contact us via email to make changes to your order. Do not place another order with the correct items. Once the order is shipped and in transit to your destination, we do not accept cancellations. In case of cancellation before shipping, a refund will be issued.

RETURNS:

We have a 14-day return policy, which means you have 14 days from the date of receiving your item to request a return. Please note that baroque pearls and natural pearls are unique, and each one has its own distinct appearance. Therefore, unless the product has a quality issue, we cannot accept returns based on differences in appearance.

To be eligible for a return, your item must be in the same condition as when you received it – unworn, unused, with tags, custom alphabet products and in its original packaging. You will also need to provide the receipt or proof of purchase.

Please be aware that our returns warehouse is in China and the customer is responsible for the shipping charges and customs clearance fees when making returns, and the original shipping and handling fees are non-refundable. We do not accept returns of items that have been worn, scratched, or damaged. Floysun is not responsible for return shipping and taxes, nor is it responsible for items lost during returns, and refunds will only be made after delivery of the items is confirmed.

EXCEPTIONS / NON-RETURNABLE ITEMS:

The following items are not eligible for returns:

  • Engraved products
  • Customized products
  • Sample sale products
  • Sale products
  • Earrings & Huggies (we do not accept returns on earrings)
  • Individual products in sets (the products must be returned as a set to be eligible for a refund)
  • Items that were worn or sent to you as a replacement/exchange and have already been returned once
  • Items without jewelry tags
  • Final sale items (unless required by law)
  • Baroque pearls and natural pearls that do not have quality issues

DAMAGES AND ISSUES:

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.Please note that bending of the earring posts does not constitute damage or quality issues. Due to the use of 925 sterling silver, the material has high flexibility, and exerting force or compression may result in the bending of earring posts. This can be easily corrected on your own. Thank you for your understanding.

EXCHANGES:

The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS & REPLACEMENTS (if applicable):

For earrings and natural pearls, refunds or replacements are only applicable in case of quality issues with the product. We offer a full coverage return and exchange policy for cases such as receiving the wrong item, a broken or defective item, or an incorrect engraving. In such cases, Floysun is responsible for the replacement fees.

CUSTOMER RESPONSIBILITIES:

Before placing your order, please ensure that all the details are correct. We do not offer cancellations or exchanges for incorrect orders, including incorrect product items, quantities, shipping addresses, and names, etc. If you realize that you have provided an incorrect shipping address , please contact us immediately. If the product has not been delivered, we can assist you in modifying the address. However, we cannot assume responsibility for packages that are delivered to an incorrect address or for lost packages. In such cases, the customer may contact the shipping carrier or insurance company.

The customer accepts full responsibility for filing any claim(s) with the carrier for damaged, stolen, and/or lost shipments.  We cannot be held accountable for packages where the tracking information states that the package has been delivered to your order address.  We are not responsible for packages that are stolen from your doorstep after being delivered by the carrier. Floysun cannot be held responsible or liable for lost or stolen packages that have delivery confirmation to the address that was provided

If you are concerned or have any doubts, we recommend adding shipping insurance to your order during checkout to protect against loss, damage, or delays. Buyer Protection is a package protection service from Seel that you can opt for on the cart page.

Please DO NOT refuse delivery as any undelivered packages will be returned or destroyed by the third-party logistics. If an order is rejected and the package is lost or destroyed by the third-party logistics, we will not assume any responsibility. If you need to return an order, please follow the process outlined below.

 

General Return/Exchange Process:

  1. Submit a return request:

    • Click the profile icon in the store's navigation, or go to the refund policy or returns page, and request a return.
    • Log in to your account.
    • Enter your email address in the Email field and click Continue.
    • Open the email sent from our store in your email account and copy the six-digit verification code provided.
    • Return to the online store and enter the six-digit verification code.
    • Click on the order for which you want to request a return.
    • If your order contains multiple items, select the items you want to return.
    • Choose a return reason and add a note for the store.
    • Click Request Return.
  2. If your return request is approved and requires shipping, you will receive an email with shipping instructions. Floysun does not provide pre-paid shipping labels for returns, so you may return orders using the carrier of your choice. We recommend using a trackable and insured shipping method to ensure the successful delivery of your return. Once the product is returned, you will receive a refund.

If it has been more than 15 business days since we received your return products and you still have not received your refund,  please contact us at service@floysun.com.

Refunds:

We will notify you once we have received and inspected your return. We will inform you if the refund has been approved or not. If approved, you will automatically be refunded to your original payment method within 3-5 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

Please Note:

The shipping rate before any discounts will be applied and is non-refundable. While you may have enjoyed free or discounted shipping, we incur the original cost of shipping for every order. Therefore, we do not refund the original shipping cost.

All returned orders will have a shipping fee and a 5% restocking fee deducted from the customer's refund, and customers who choose free shipping on their order will have a $10 shipping fee deducted from their refund.

Order Cancellation:

For personalized, engraved, or special order items, cancellations made after 10 hours will incur a corresponding material and processing fee. Please refer to the details below:

  • No cancellation fee if canceled less than 10 hours after placing the order.
  • $2 cancellation fee if canceled between 10 to 24 hours after placing the order.
  • $5 cancellation fee if canceled 24 hours after placing the order.

If you have any further questions or require assistance with the return/exchange process, please contact our customer service team at service@floysun.com. We are here to help and ensure your satisfaction with our products and services.

Thank you for choosing Floysun. We appreciate your understanding and cooperation regarding our return policy.