Information for Customer

Dear Friend,

Welcome to Gretchen’s Collection.

For an optimal customer experience, we have relevant information to share with you. Please take a moment to determine your specific interests.

# Communication

Due to time zone and geographical differences, our online working hours are from 8pm to 12pm Beijing Time.

If you contact us outside of our operating hours, please leave a message and we will respond promptly upon our return.

English will serve as the official language of communication. Although translation software is available for other languages, but errors in the translation process can easily lead to misunderstandings.

# Product Pictures and Size Description

1.The high-definition pictures we provide are taken of real products, ensuring that you can see the products as they truly are. However, please note that there may be a slight color difference between the actual products and the pictures you receive due to variations in display devices. 

2.We strive to offer comprehensive information about our products, including details such as length, width, diameter, etc., for your reference. Please understand that manual measurements may result in minor errors.

# Payment

Currently, we are not only accepting transactions via PayPal due to its superior buyer protection measures. In the More Payment Options also include support for credit and debit card payments.

The prices are denominated in US dollars.

The ordered items will be dispatched upon receipt of payment. 

# Receiver’s Information

For the secure delivery of the order, please ensure that the recipient information provided is accurate and complete.

Your information will be solely utilized for the sales services provided to you. Please refer to the privacy policy below for further details.

# Package & Delivery

The products will undergo a thorough manual inspection prior to shipment, and four layers of packaging will be provided to ensure adequate protection during transit.

Upon dispatch, customers will receive a tracking number for online logistics status updates.

https://www.17track.net/zh-hk

All orders will be dispatched from Shanghai and transported via YunExpress, an international logistics service provider. Once your package has arrived and cleared customs, it will be delivered by a local logistics provider.

We will deliver the goods in accordance with the order, typically within 3 days. In case of any shortage, delivery will be made within 7 days.

The orders will include a complimentary gift or a discount card, which will be randomly chosen for you.

 # Preferential Policy

To express gratitude towards our loyal customers, we are pleased to offer a special discount of 25% after every third successful purchase.

In other words, the fourth purchase will be eligible for an exclusive discount of 25% off the original sale price.  (For example, a $100 product only pay $75)

The preferential policy is applicable to all products, with the exception of limited edition and private collection editions.

 # Goods Return

1.Returns due to quality issues - To enhance customer satisfaction, we are fully committed to facilitating returns for products with quality issues. Please make sure to contact us within 24 hours of receiving the product and provide pictures explaining the specific problems, so that we can promptly offer you a solution. We will handle any defective products at no additional cost to you. Our dedication to providing top-notch quality and service is our utmost priority, so please feel free to reach out if you need any assistance.

2.Returns unrelated to quality issues - Please kindly contact us within 24 hours of receiving the product and ensure that you include both the original packaging and purchased products in your shipment to our designated address.Item must be returned in unworn and resalable condition. Please note that any costs incurred for return shipping will be the responsibility of the customer.

3.Please remember to contact us before returning any items. We are not responsible for returns with incomplete or incorrect addresses.

4.The refund amount is determined by the price of the product you purchased.

 # Maintenance

The duration of color preservation for gold-plated products is subject to personal habits. With proper maintenance, fading can be avoided.

While the entirety of silver products will not fade, they may experience oxidation and discoloration over time - a normal occurrence. In the event that pure silver products become blackened, restore their original luster by wiping them with a silver cloth and storing them in a sealed bag when not in use.

The silver needle of earrings is very malleable. In case of deformation, it can be straightened by hand.

The pearls should be stored in a dry and cool environment, away from direct sunlight.

It is recommended to store each piece separately to prevent scratches. Be gentle and allow them to remain in your company for a slightly extended period of time.

# Customs-related Notifications

When the parcel reaches customs, it may undergo a random inspection as per standard policy in every country. Please be aware of and understand this.

# Privacy Policy

When you make a purchase or attempt to make a purchase through the site, we may have access to certain information of you, including your name, billing / shipping address, email address and phone number. We refer to this information as “Order Information”.

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

- Communicate with you.

- Screen our orders for potential risk or fraud.

- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. You are welcome to decline or reject it at the outset, and we will not disturb you again.

The strict adherence to all applicable laws and regulations is a fundamental principle that we uphold, just like any reputable company in any industry and country. 

Thanks for your attention.