Returns & Exchanges

FANQISILVER Jewelry stands behind every item we sell and wants to provide our customers with the best shopping experience. That's why we provide a 30-day return & exchange policy. If the purchase didn't meet your expectations, you may return it in its original, unworn condition as long as you contact us within 30 days from the date the item was delivered.

Return&exchange conditions:
1. The return and exchange can be processed within 30 days from the day the order was delivered.
2. Returns for store credit can be processed online correctly. For an original refund, please get authorization from customer service. 
3. All rings must be returned in unused condition, with the original tags still attached and not tampered with. Otherwise, an exchange can only be made.
4. Items must be returned in their original packaging and with the free gift, if any. Otherwise, the retail price of the promotional gifts and packaging will be deducted from the refund.
5. The customer must use a trackable shipping method to ship the items back. 

Special orders:
1. Any 'customized items', in which customers select the plating color, stone color, engravings, chain length, photos, split purchasing, solder, etc., chosen based on your personal preference are nonrefundable. FANQISILVER can help resend a new item directly with a 50% restocking fee. 
2. For Karat gold and moissanite stone items, FANQISILVER can help with a return or exchange(the moissanite certificate must be returned) with a 35% restocking fee. 
3. Returning multiple items (≥ 3 pieces) from the same order, you will be charged a 35% restocking fee for each item returned.
4. Final sale items are not eligible for return, exchange, or resize.
5. Please note that a claim must be filed within 7 days of receiving your order if it is wrong, defective, damaged, or incomplete upon arrival. Please send detailed photos of the package, then submit a ticket with pictures. Once FANQISILVER confirms the issue, will help you return, resend, or exchange the item.
6. Any lost or not received packages shipped within the U.S. must be reported within 30 days of the date the order was shipped. Delivery-related issues for International shipments must be reported within 60 days of the date the order was shipped. Please contact FANQISILVER and get an unreceived letter from the local carrier at the same time.

Refunds:
1. For return orders that previously enjoyed free shipping, FANQISILVER will deduct the shipping fee from the refund accordingly. 
2. The remoteness fee and tariffs(if any) are paid to your local carrier, which are nonrefundable.
3. Prime fees and gift cards are nonrefundable.
4. When you partially return an order that had a discount promotion with a minimum order value requirement, the discount on the order will be adjusted according to the total value of the remaining item(s). Your refund amount will reflect the adjusted discount.
5. Promotion gifts and packaging will be deducted from the refund if they are not sent back.
6. If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

Cancellation policy:
Customers can ask for a cancellation before the order is shipped out. Generally, all items will be sent into production 120 minutes after we receive the payment. Therefore, any cancellations after that time will incur a 30% material and processing fee. However, if you must cancel your order, you can do so within one week. Our processing time may take 2-6 working days to be finished after the customer places an order.
Please carefully review your engraving/size/personalization order information before placing your order. Also check the order confirmation email after make a payment. Thanks!

Return process:
Note: Customers need to get a return authorization from customer service, any return without records is non-acceptable.

Step 1: Initiate your return/exchange
Contact customer service(fanqisilver@gmail.com) to get the return authorization. 
Step 2: Receive the return instruction
After customer service checks the item status, you will get the return instructions soon.
Step 3: Pack&ship the item(s)
Please enclose a copy with the order number, full name, and email address. The package should be shipped pre-paid through a traceable method.
Step 4: Provide the tracking number
Provide the tracking number to customer service, then confirm all the refunds/exchange information. 
Step 5: Get the refunds/exchange

Step 5: Get the refunds/exchange
You will receive the refunds/exchange once we get the return package. Wait 2-5 days to check with customer service.