FAQs

Q: Where is KLOISONNE based and where do you ship to?

A: KLOISONNE is based in Shanghai, China, and we ship our creations worldwide.

Q: What forms of payment do you accept?

A: We accept a variety of payment methods, including major credit cards such as Visa, Mastercard, and PayPal.

Q: How long will it take to receive my order?

A: Once your order has been processed, it typically takes between 5-10 business days for your order to arrive（Except Special Customization）, depending on your location.

Q: What is your return policy?

A: If you are not completely satisfied with your purchase, you can return it within 14 days of receiving your order for a refund or exchange（Except Special Customization）. Please contact us at [email protected] to initiate the return process.

Q: Do you offer free shipping?

A: We offer free shipping on orders over a certain amount, which varies depending on your location. Please visit our website for more information.

Q: How can I contact KLOISONNE customer service?

A: You can contact KLOISONNE customer service by emailing us at [email protected] or by filling out the contact form on our website. We strive to respond to all inquiries within 24 hours.

Q: Can I cancel or modify my order after it has been placed?

A: If you need to cancel or modify your order after it has been placed, please contact us as soon as possible at [email protected]. We will do our best to accommodate your request, but please note that once an order has been shipped, we cannot make any changes or cancellations.

Q: How do I know if my order has been shipped?

A: Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this tracking number to monitor the delivery status of your order.

Q: What should I do if my order arrives damaged or defective?

A: If your order arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage or defect. We will work with you to resolve the issue as quickly as possible.

Q: Do I need to pay duties and taxes?

A: Duties and taxes vary by country and are the responsibility of the recipient. Please check with your local customs office for more information.

Q: What if a product is unavailable?

A: If a product is unavailable, you can sign up for notifications on our website to be alerted when it is back in stock. Alternatively, you may contact customer service for further assistance.

Q: When will my credit card be charged?

A: Your credit card will be charged at the time of purchase. If there are any issues with your payment, we will contact you via email.

Q: What packaging will my order come in?

A: All creations purchased online are artfully hand-wrapped and delivered in an elegant signature box to ensure it arrives in perfect condition.

Q: Can I include a personalized gift message with my order?

A: Yes, you can include a personalized gift message with your order. Please add your message in the designated field during checkout or email order number with message to [email protected] we'll take care of it.

Q: What if I have additional questions not covered in this FAQ?

A: If you have any further questions, please do not hesitate to contact us at [email protected]. We are here to help!