Totwoo Support

After Sales Services

CUSTOMER SERVICE

All Totwoo jewelry have been tested strictly to meet international standards and certifications. All Totwoo jewelry are covered by warranties provided by the law in the selling area. Totwoo will repair manufacturing/technical faults free of charge up to One year, and appearance faults free of charge up to three months from the original date of purchase. Please retain your receipt for any warranty services. After warranty period, we provide paid repair services. Please note that accidental damage such as scratches, dents and broken ones are not covered by warranty; silver oxidation, which is normally seen in silver products, will not be covered either.

SHIPPING TERMS

Your order will be shipped out within 3 business days. We are responsible for making sure the product gets to you safely and that it is securely packaged. We ship all parcels with DHL to your shipping address. All shipments are trackable.

Estimated Delivery Time and Tracking
Generally, it takes around 7 to 9 days to each your location(except holidays). You will receive 2 confirmation emails after placing your order: 1) order confirmation email will be sent immediately upon placing your order and 2) shipping notice email will be sent when DHL tracking number is available. If you haven’t received order confirmation email or shipping notice, please contact us at support@totwoo.com.

Important

*For some regions, additional charges (tax fee or clearance fee) may apply,Totwoo only provides free shipping, not inclusive of this charge.
*Shipping to remote locations may take up longer days.

RETURNS

In absence of technical defects and quality problems of the product, our return policy lasts 7 days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.

Items not eligible for return:
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 7 days after delivery.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at support@totwoo.com

Any item that is more than 30 days after delivery, will not be eligible for exchange.

CONTACT US

For more information and supports, please contact your local authorized deal or contact our customer service representative at support@totwoo.com.