ORDER & PAYMENT
Q: What payment methods do you accept?
A: We accept PayPal, all major credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and Shop Pay. All transactions are secured with SSL encryption.
Q: Will I be charged customs or import taxes?
A: Customs policies vary by country. In most cases, orders under your country's de minimis threshold will not incur duties. If charges do apply, they are the responsibility of the customer. We recommend checking your local customs regulations for more information.
Q: Can I cancel or change my order?
A: If you need to cancel or modify your order, please contact us within 24 hours of placing it. Once your order enters processing, we cannot guarantee changes can be made.
SHIPPING & DELIVERY
Q: Do you ship worldwide?
A: Yes! We ship to most countries worldwide. If your country is not available at checkout, please contact us and we'll do our best to help.
Q: How much does shipping cost?
A:
• Standard Shipping: $5.99 (FREE on orders over $35)
• Express Shipping: $19.99 (3-7 business days)
Q: How long will my order take to arrive?
A: Total delivery time = processing time + shipping time:
• Processing: 2-5 business days
• Standard Shipping: 10-20 business days
• Express Shipping: 3-7 business days
Please note: delivery times do not include customs delays, weekends, or holidays.
Q: How do I track my order?
A: Once your order ships, you'll receive an email with a tracking number. Please allow 1-2 business days for tracking information to update.
Q: What if my package doesn't arrive?
A: If you haven't received your package within 60 days of shipping, please contact us at hwywz@caohua.com. We'll either resend your order or issue a full refund — your satisfaction is our priority.
RETURNS & EXCHANGES
Q: What is your return policy?
A: We offer a 30-day return policy. If you're not completely satisfied with your purchase, you may return unworn items in their original packaging within 30 days of delivery for a full refund.
Q: How do I initiate a return?
A: Simply email us at hwywz@caohua.com with your order number and reason for return. We'll guide you through the return process within 24 hours.
Q: Who pays for return shipping?
A: If the return is due to a defective item or an error on our part, we cover return shipping. For other returns, the customer is responsible for return shipping costs.
Q: Can I exchange an item?
A: Yes! If you'd like to exchange for a different size, style, or color, contact us within 30 days of delivery and we'll arrange the exchange.
PRODUCT CARE
Q: How do I care for my obsidian jewelry?
A: Obsidian is a natural volcanic glass. To keep it looking its best:
• Clean with a soft, dry cloth
• Avoid exposure to harsh chemicals, perfumes, and water
• Store in a soft pouch or jewelry box to prevent scratches
• Many believe obsidian should be cleansed periodically — you can do this by placing it under running water, in sunlight, or with sage smoke.
Q: Are your stones natural?
A: Yes! All our gemstones (obsidian, agate, etc.) are natural stones. Because they are natural, each piece may have slight variations in color and pattern — this is what makes your jewelry unique.
Q: Do your products contain nickel?
A: Our metal components are primarily brass, copper, and zinc alloy. If you have metal sensitivities, please check the product description for specific material information before purchasing.
STILL HAVE QUESTIONS?
We're here to help! Email us at hwywz@caohua.com and we'll respond within 24 hours.