FAQS

CRAFTDIY · CUSTOMER CARE

What does CRAFTDIY offer?

We offer made-to-order gemstone jewelry and personalized jewelry. Gemstone items follow the listed design; personalized items use your photos, text or other submitted details.

How long does production and shipping take?

Production takes up to five business days after payment and receipt of complete, usable order details. Completed items are dispatched that day. Estimated U.S. transit is 10–13 calendar days after dispatch. Eligible U.S. retail orders ship free. See our Shipping Policy.

Will I receive an emailed design proof?

No. We make your personalized piece using the materials, text and on-page preview submitted with the order. If necessary information is missing or unusable, we contact you and pause production until it is completed.

Can I cancel or edit my order?

Request a free cancellation or personalization change within two hours after successful payment. If production has started after that window and cancellation is accepted, the fee is 10% of the cancelled merchandise amount actually paid, capped at USD 15 per order. The production-stage fee does not apply before production starts. A separate cancellation caused by missing required personalization materials carries a 3% processing fee on the cancelled merchandise amount actually paid after discounts, excluding tax and shipping. This does not reduce the two-hour free-cancellation window, and both cancellation fees are not charged together. Personalization changes are unavailable once production starts. Mandatory full-refund rights are not reduced.

Can I return a gemstone item because I changed my mind?

Request approval within three calendar days after delivery and dispatch an approved return within three calendar days. Eligible items must be unworn, undamaged and unaltered with the applicable original packaging, accessories and gifts. You pay return freight. The fixed return material fee is 50% of the returned merchandise amount actually paid after discounts; no additional outbound shipping deduction is made. This is a fixed-percentage policy charge, not an itemized assessment of actual material loss. These conditions do not replace remedies for defects or seller errors. Read our Refund Policy before purchase.

Can I return a personalized item?

Not for a voluntary change of mind. Verified quality problems, seller errors and mandatory legal rights are handled separately under our Refund Policy.

What if my item has a quality problem?

Email your order number and available supporting details to support@mineralora.com. A verified quality problem or seller engraving error on a non-gemstone item qualifies for a full refund of the affected item's paid amount without a return. Gemstone quality returns are handled at our return-shipping expense, with no voluntary return fee.

Can I exchange a gemstone item or return part of a set?

Contact us to arrange an eligible gemstone style exchange; you pay exchange shipping, and any agreed price difference is refunded or paid. Eligible gemstone pieces in sets can be returned separately. Set refunds use the returned piece's proportional share of the amount actually paid, not its standalone full price.

When will my refund arrive?

Within three business days after receiving the return, we complete inspection and initiate an eligible refund. Approved refunds without a physical return are initiated within three business days after the claim is verified. Refunds use the original payment method. Your bank or payment provider determines the additional posting time.

Do I need to create a store account?

No separate store-account sign-in is required under our current settings. Optional customer accounts and Shop Pay follow Shopify's account and checkout instructions.

Can I combine a discount code with a set price?

Eligible offers may combine when their conditions and checkout settings permit. Check the final order summary before paying.

Which payment options can I use?

Follow the available options at checkout. For payment difficulties, email support@mineralora.com.

How do I enquire about wholesale or samples?

Contact us through our existing social-media channels. We confirm the quotation and order-specific arrangements before payment. Wholesale and sample freight is paid by the customer.

How can I contact you?

Email support@mineralora.com. Our reply time is two business days, Monday through Friday excluding Hong Kong public holidays, using Hong Kong time.