FAQ

About Products
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Q1: What is 925 sterling silver?

      To make silver durable enough for use in jewelry, pure silver, which has a .999 (99.9%) purity, is often alloyed with small quantities of copper (7.5%). The copper is added to strengthen the silver, and the resulting product is referred to as .925 sterling silver (92.5%).

Shipping & Delivery

Q1: Do you ship worldwide?
       
Yes! If your country is not listed, please feel free to contact us. Please note that we are not responsible for any local taxes or customs fees that might be imposed by your country.

Q2: What should i do if my order tracking information is not updated?
       
This means that the tracking information hasn’t been updated in the online tracking system in time, though the actual order status may have already been updated. Please try again later to see if the information has been updated. If there is no movement within a week, please feel free to contact our customer service via live chat or by submitting a support ticket for assistance.

☛About payment

Q1: What is your refund policy?
       
Refunds are processed within 24-48 hours after you received confirmation of the cancelation. The amount of time it takes for the refund to shoe on your credit card or PayPal account depends on the policies of these institutions.

☛Failed Delivery & Order Lost Policy

Q1:What should I do if I do not receive my order?
       We encourage you to track your order online avoid issues in the delivery process. If the delivery timeframe has passed, please contact your postal carrier with the tracking number, as well as Soufeel customer service. If your order is lost and your shipping address is correct and deliverable, we will arrange for a free replacement or issue an immediate refund upon confirmation.
Please remember…
- Shipping estimates are from the day of shipping not from the order date.
- Customers are responsible for lost orders due to incorrect shipping information. So please make sure your address is correct and deliverable.
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Q2: How do I check my order information?
     
 The payment confirmation email contains the details of your order. You also can login to your Qitian Jewelry account and check the MY ORDERS tab for order information.
You can also contact Qitian Jewelry customer service with your order number and we will be happy to provide you with the details of your order.
We encourage you to keep your order number until delivery to facilitate order inquiries. Your order number is the same as your invoice ID.