FAQ
Quick answers about ordering, shipping, taxes, custom orders and returns. If your question isn’t here, just contact us — we’re happy to help.
Orders & Payment
What payment methods do you accept?
PayPal, credit and debit cards (Visa, Mastercard, American Express, Discover), Apple Pay and Google Pay. Customers in some European countries can also pay with local methods such as iDeal (Netherlands), Bancontact (Belgium), EPS (Austria), Blik (Poland) and Multibanco (Portugal).
Which currency are prices in?
All prices are in US dollars (USD).
Do I need an account to order?
No — you can check out as a guest. If you’d like to track orders and save your details, you can create an account at checkout.
Will I receive an order confirmation?
Yes. You’ll get a confirmation email as soon as your order is placed, and a dispatch email with your tracking number once it ships.
Shipping & Delivery
Where do you ship?
We ship worldwide.
How much does shipping cost?
Shipping is calculated automatically at checkout, based on your delivery country and the total weight of your order. Where available you’ll be offered two services:
- Standard delivery — our most economical service
- Express delivery — faster transit for a higher cost
You choose at checkout, so the exact price is always shown before you pay.
How long will my order take?
Orders are usually processed and dispatched within 1–3 business days. Typical transit times after dispatch:
- United States — 6–12 business days (standard) / 5–8 business days (express)
- United Kingdom — 6–10 business days (standard) / 3–5 business days (express)
- Europe — 6–10 business days
- Australia & New Zealand — 7–12 business days
- Japan, Korea & Asia — 4–7 business days
These are estimates and can occasionally be affected by customs processing or local delays.
Will I have to pay customs duty or import tax?
No. We ship with a delivered-duty-paid (DDP) service — often described as “double clearance, taxes included” (双清包税). The shipping fee you pay at checkout already covers customs clearance, import duties and import taxes. You will not receive a separate bill from the courier when your parcel arrives.
Can I track my parcel?
Yes. Once your order is dispatched we email you a tracking number so you can follow it all the way to your door.
Taxes
Do you charge sales tax?
We do not currently add sales tax to orders. If sales tax becomes applicable to your location, it will be calculated and shown at checkout before you pay.
Are there any other charges?
No hidden charges. The total shown at checkout — product price plus shipping — is the final amount you pay. Import duties and taxes are already included in the shipping service.
Custom & Wholesale Orders
Can I order a custom or personalised design?
Yes — custom is what we do. As a rhinestone manufacturer we offer full OEM / ODM: rhinestone application, logo printing, labels, packaging and bulk production. See our Custom / OEM page for details.
What do you need from me to quote a custom order?
Send us your product, reference image or a physical sample, together with the quantity, your preferred rhinestone size and colour, and a target price if you have one. We’ll come back with material options, artwork, MOQ and lead time before any production starts.
Is there a minimum order quantity?
MOQ depends on the product and how much customisation is involved. Tell us what you have in mind and we’ll confirm the exact MOQ for your project.
Do you offer wholesale pricing?
Yes. Contact us with the products and quantities you’re interested in and we’ll send wholesale pricing.
Returns & Refunds
What is your return policy?
You can request a return within 30 days of delivery, as long as the item is unused, in its original packaging and complete. Customised, personalised or made-to-order items cannot be returned unless they are faulty. Full details are on our Shipping & Returns page.
How do I start a return?
Email us at lujuanhanna@gmail.com with your order number and the reason for the return. We’ll reply with the return address and step-by-step instructions.
Who pays for return shipping?
The customer pays return shipping, unless the item arrived damaged or we sent the wrong item — in that case we cover the cost.
My item arrived damaged, or it’s the wrong item. What should I do?
Please contact us within 48 hours of delivery with your order number and photos of the item and packaging. We’ll arrange a replacement or a refund right away.
How long does a refund take?
Once your return arrives and has been inspected, we issue the refund to your original payment method. Please allow up to 5 business days for it to appear.
Products
Will the colours look exactly like the photos?
We photograph every product as accurately as we can, but screens display colour differently and rhinestones are highly reflective. Small variations in shade or sparkle are normal.
Are the measurements exact?
Measurements are listed in centimetres. As some items are finished or assembled by hand, please allow for small tolerances.
Do DIY kits include the tools I need?
DIY material kits include the tools and materials listed on the individual product page, so you can see exactly what’s in the box before ordering.
Still have a question?
Email lujuanhanna@gmail.com or message us on WhatsApp at +86 186 2079 1985. We normally reply within one business day.