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.

Order Cancellation

You can cancel your order before your order is shipped. If your order has left our warehouse, we can not cancel the order for you.

SHIPPING TERMS

Your order will be prepared 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 (If DHL does not reach your place, we may use other services, but it may take longer to reach.).

Estimated Delivery Time and Tracking
Generally, it takes around 7 to 14 working 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 notification 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.

*We will try our best to meet your needs, if you have special requirements on the delivery date, please feel free to contact us.

RETURNS

In the absence of technical defects and quality problems of the product, our return policy lasts 14 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 14 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.

Note:

If you are returning your purchase, you may be eligible for a refund of all or a portion of the duties and taxes. Contact your local customs office for information. Shipping charges, as well as duties and taxes, are nonrefundable for undeliverable or refused shipments. Upon receipt of the refused delivery, a refund will be issued for the item(s) only.

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 7 days after delivery, will not be eligible for exchange. To be eligible for exchange, your item must be in the original packaging. And you will be responsible for the shipping and taxes for the exchanging. We will send out new items upon the receiving of exchanging items.

Please make sure you have selected the correct size, exchanging items due to size problem is not available due to the expensive delivery and tax cost. We suggest you buy a new one instead and send the other one to your friend as a gift.

CONTACT US

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