Frequently Asked Questions
Here are some of the questions we hear most often.
We're here to help:
m-starviolet@hotmail.com
SHIPPING & DELIVERY
How much does shipping cost?
You can enjoy free shipping on orders over US$69.99. Otherwise,Premium Shipping costs US$6. If you choose Express Shipping, it starts at $29.99 USD.
Can I make changes to my order after placing it?
Usually, we can modify the order information for you before delivery, such as zip code, address, product replacement, etc. But please contact us as soon as possible.
please contact us in following ways:
E-mail: m-starviolet@hotmail.com
How long will it take for my order to arrive?
Total delivery time = processing time + shipping time
(not including customs delays, weekends, holidays, and any unforeseen circumstances)
Delivery Time
Order Processing: 2-5 Workdays.
Express Shipping Time: 6-8 Workdays
Standard Shipping Time: 7-20 Workdays.
Will I receive a confirmation email when I place the order?
Yes. You will receive a confirmation email shortly after placing your order.
Once your order has been shipped, we'll e-mail you a shipping confirmation with a tracking number that you can use to track your order.
There can be occasional customs or courier delays which may affect your delivery timeframe, which unfortunately is beyond our control. Please ensure your delivery address and phone number are correctly entered, and that your delivery address is attended during business hours to ensure you are able to accept delivery of your package.
If your package never showed up, please contact the delivery company used to resolve this issue.
If they claim the package was delivered and are unable to help you, please get in contact with our customer service by emailing m-starviolet@hotmail.com and we'll be happy to help you resolve this.
Delivery Issues and Missing Tracking Number
LOST PACKAGES
There can be occasional customs or courier delays which may affect your delivery timeframe, which unfortunately are beyond our control. Please ensure your delivery address and phone number are correctly entered, and that your delivery address is attended during business hours to ensure you are able to accept delivery of your package.
If your package never showed up, please contact the delivery company used to resolve this issue.
If they claim the package was delivered and are unable to help you, please get in contact with our customer service by emailing m-starviolet@hotmail.com and we'll be happy to help you resolve this.
Please note, we are not responsible for lost packages, and we cannot issue a refund if your package is lost or damaged. Please insure the package for the full amount of the merchandise you are sending back to us. We are not responsible for missing packages.
RETURNS & EXCHANGES
How do I return or exchange my order?
We understand how difficult it can be to choose personal items online. Don't worry! Our policy lasts 30 days. All orders can be returned/exchanged for a full refund within 30 days, with proof of purchase. Refunds do not include shipping cost.
Please send the following to m-starviolet@hotmail.com, so that we can help you as quick as possible:
- Order number
- A photo image of the product
- Name of product
Please note that all SALE items and custom jewelry are FINAL SALE and cannot be returned or exchanged.
How much is the return fee?
We strive to make your returns and exchanges as seamless as possible. Please note that international customers are responsible for return shipping to our Chinese office. Additionally, a $9.99 processing and handling fee applies to all international returns and exchanges.
Duties and taxes are not included in the total at checkout. They are determined by the customs agency within the destination country. Assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. Please note that we do not cover any customs fees. Unfortunately, if the customer refuses to pay the customs fee at the time of the package arrival and chooses to return the order back to M-starViolet, please be aware that this fee will be deducted from your return and it is still the responsibility of the customer.
When will I receive my refund?
Please allow up to 7 business days for us to process your return or exchange once it arrives at our offices. Once we verify that the merchandise is in good condition, we will send you a refund confirmation via email.
We are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged. Please insure the package for the full amount of the merchandise you are sending back to us. We are not responsible for customs or duties.
PRODUCTS & CARE INSTRUCTIONS
How can I find my suitable size?
If you’re unsure of your wrist or ring size, you can see our size guides here.
If you can't fit our sizes, we may be able to custom make our bracelets to fit you. Please get in contact with us by emailing m-starviolet@hotmail.com about any inquiry of custom sizes.
We’re unfortunately not able to customize ring sizes.
If my bracelet broke, can I restring it?
You can restring the broken bracelet with the following step:
- 1. The first step is finding the right elastic cord for your bracelet. You need some of stretchy elastic cord. It is recommended that the color of the elastic cord be similar to the color of the beads.
- 2. Cut a piece of cord the size of your bracelet, plus leave yourself at least three inches of elastic on each side to tie your knots and you can use the wire clippers are not the sharpest for this but they work or you can use scissors.
- 3. String your beads on the elastic while it is on the spool, and use a bead stopper to avoid having the beads slip off the cord. Pre-stretch your cord by pulling on each end before stringing. This is a really important step.
- 4. One key to successful results is to use a surgeon's knot to tie the elastic. The surgeon's knot is the most reliable knot for elastic bracelets. A surgeon's knot is a square knot (also known as a reef knot) with an extra loop through. The extra loop helps keep the knot from slipping. You can add an extra half knot on top of the surgeon's knot just in case.
- 5. After cutting the elastic cord, add a dab of glue to the knot. If possible, cover your knot. This makes your elastic bracelet look nicer, but also protects the knot from wear caused by rubbing between two beads.
If you have any questions during the process, please feel free contact us: m-starviolet@hotmail.com
How do I take care of my jewelry?
Because of the delicate nature of jewelry, any damage caused by wear and tear will not be replaced. Please follow the guidelines listed below to ensure proper care of your jewelry.
- 1. Keep it dry: Getting jewelry wet is always bad. It can lead to cracks, a lack of shine, and water stains. Therefore, always remove your jewelry before swimming, showering bathing, or cleaning with household chemicals.
- 2. Keep it away from chemicals: This might seem obvious, but you can find harmful chemicals in lotions, perfumes, and hairspray. Keep your jewelry away from these products.
- 3. Put it on last: To avoid chemicals, put your jewelry on last and take it off first.
- 4. Do not expose leather jewelry to water or any form of moisture, and always make sure your plated jewelry is dry prior to storing—moisture leads to natural tarnish.
- 5. Know when to take it off: Most people know to take their jewelry off before they go to bed, but forget to remove it when swimming, gardening, cleaning, and playing sports.
How can I clean the bracelet or something?
The cleaning steps:
- 1. Gently wipe the beads with a clean damp tissue or a slightly damp soft cloth.
- 2. Do not use any detergent.
- 3. Gently dry them with a dry cloth.
- 4. Polish the metal coated beads with a clean and soft cloth.
OTHER
Taxes/Duties
We try our best to make sure you don't have to pay additional import or customs taxes/duties but sometimes it is out of our control.
If you are charged additional taxes/duties, you are responsible for payment. Unfortunately, M-starViolet is unable to advise what taxes/duties charges may be applied to international shipments. We are not responsible for any taxes/duties applied to your package.
For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected charges at your end.
Product Guarantee
As M-star Violet, we offer ONE YEAR warranty on ALL ITEMS except for the FINAL SALE ITEMS purchased on our online store.Receipt must be presented to use the lifetime guarantee.
Jewelry is warranted to the original consumer/purchaser against breakage or malfunction under normal use due to defects in material or workmanship. The warranty becomes void if the product has been subjected to damage by recipient or has been altered in anyway.We will repair, or at our option, replace any defective M-star Violet Jewelry with the same or a comparable model ONE TIME ONLY.