Of Sheen | Frequently Asked Questions (FAQs)
Below you’ll find answers to our most frequently asked questions about orders, shipping, returns, product care, and more. If you have any additional questions not covered here, please reach out to our dedicated customer care team at {support@ofsheen.com}.
Orders & Global Shipping
- Can I cancel or modify my order / shipping address?
You can cancel or modify your order (including shipping address changes) only before the order is dispatched. Please contact our customer service team immediately for requests. We reserve the right to cancel orders due to invalid payment/promotion use, system errors, or inventory shortages. - What are your shipping rules, delivery timelines, and free shipping policy?
| Destination Region | Estimated Delivery Timeline (after dispatch) | Free Shipping Eligibility |
|---|---|---|
| United States & Canada | 7-12 business days | Free for all orders over $150 USD |
| United Kingdom & EU | 10-15 business days | Free for all orders over $150 USD |
| Australia & New Zealand | 10-18 business days | Free for all orders over $150 USD |
| Rest of the World | 15-25 business days | Free for all orders over $150 USD |
- Who is responsible for import duties, taxes and customs fees?
All import duties, VAT, customs clearance fees, and local administrative charges for international orders are the sole responsibility of the recipient. These fees are NOT included in the product price or shipping cost, and the exact amount is determined by the customs policies of the destination country.
If a package is returned, seized, or destroyed due to the recipient’s refusal to pay relevant fees, all resulting losses and shipping costs will be borne by the customer, and we reserve the right to deduct all incurred costs from any eligible refund. - How do I track my order?
You will receive a shipping confirmation email with a unique tracking number once your order is dispatched. For international orders, tracking updates may take 3-10 business days to appear due to cross-border carrier handover and customs clearance. - Why is my tracking information not updating?
It may take 24-72 hours for carrier tracking systems to update after dispatch. For pre-order items, tracking information will only be available once the order is shipped. Please contact our customer service team if no updates appear after 7 business days. - Do you ship worldwide?
Yes, we offer worldwide shipping to most countries and regions. We reserve the right to refuse shipping to regions with logistics restrictions or regulatory limitations. We are not liable for lost or stolen packages once the carrier confirms successful delivery to the valid address provided at checkout. - What is a pre-order?
Pre-orders allow you to reserve limited-edition, new-release or out-of-stock items before general sale. Full payment is required at checkout to secure your item, and the order will be shipped once the product is in stock (estimated shipping date is listed on the product page). Pre-orders cannot be canceled or modified after purchase. - What if my order is returned due to invalid address or unclaimed delivery?
A non-refundable reshipping fee will be charged for redelivery: $6 USD for US/UK/EU orders, $7 USD for Canada/Australia orders, $9 USD for the rest of the world. Original shipping costs will be deducted from any eligible refund for orders returned for the above reasons.
Payment
- I forgot to apply my discount code. What should I do?
Please contact our customer service team with your order number immediately. If your order has not been dispatched and is still within the promotion period, we will apply the discount to your current order. For shipped orders, we will issue an equivalent single-use discount code for your next purchase. - What payment methods do you accept?
We accept major credit/debit cards (Visa, Mastercard, American Express), PayPal, regional installment payment methods (Klarna/Afterpay for eligible regions), and Of Sheen digital gift cards. Full payment is charged at checkout, including for pre-order items. Any foreign transaction fees imposed by your card issuer are the sole responsibility of the customer. - How are refunds processed?
Approved refunds will only be issued to the original payment method used for the purchase. Once your returned item is received and inspected, the refund will be processed within 10-15 business days. The final timeline for the refund to reflect in your account depends on your payment provider’s processing rules. - Do you offer price adjustments?
We offer one-time price adjustments for full-priced items only, if the same item is marked down within 7 calendar days of your order delivery date. Price adjustments are not available for sale items, pre-orders, customized pieces, or limited-edition collections. - I see two charges on my bank statement after placing an order. What happened?
This is not a double charge. What you see is a temporary pre-authorization hold from your bank to verify the payment method, alongside the actual order charge. The hold will be automatically reversed by your bank within 3-5 business days, and you will only be charged once for your order.
Returns & Exchanges
- Do you accept returns and exchanges?
We accept return and exchange requests for eligible items within 30 calendar days of order delivery. All return/exchange requests must be pre-approved by our customer service team. Unauthorized returns will not be processed or signed for. - What items are eligible for return?
To be eligible for return, the item must be unworn, unaltered, in brand-new resalable condition, and returned with all original packaging, authenticity certificates, tags and security seals intact.
The following items are final sale and NOT eligible for return/exchange:- Customized, engraved, resized, personalized or made-to-order pieces
- Pierced earrings, body jewelry and other intimate wearable pieces (once the original seal is opened)
- One-of-a-kind, limited-edition or high jewelry pieces
- Sale, promotional, clearance items
- Digital gift cards and opened jewelry care products
- Who pays for return shipping costs?
For all returns, the customer is solely responsible for all return shipping costs, customs fees and handling charges. Return shipping fees are non-refundable, and will be deducted from your refund amount. We only cover return shipping costs for items verified to have manufacturing defects or shipping errors on our end. - When will I receive my refund after returning an item?
Once we receive and pass your returned item through our quality inspection, we will process your refund within 7-10 business days, and send you a confirmation email. International refunds may take additional time to reflect in your account, depending on your payment provider. - Can I return a jewelry set?
Yes, jewelry sets are eligible for return only if the entire set is returned in full. Individual pieces from a set cannot be returned separately.
Gifts & Gift Cards
- Can I send my order as a gift?
All orders are shipped in our premium branded jewelry packaging, with no pricing receipts or invoices included in the package, so you can ship directly to your gift recipient. Custom gift notes are not available at this time. - What is the refund rule for gift orders?
If the item was purchased as a gift and shipped directly to the recipient, the eligible refund will be issued as an Of Sheen gift card to the recipient. If the order was shipped to the original purchaser (the gift giver), the refund will only be issued to the original payment account of the purchaser. - How do I use an Of Sheen gift card?
You can enter your unique gift card code in the designated field at checkout. Gift cards can be combined with other payment methods, but cannot be used to purchase additional gift cards. - Do gift cards expire?
Of Sheen gift cards have no expiration date, and can be redeemed at any time for eligible purchases on our website. Gift cards are non-refundable, non-redeemable for cash, and we are not responsible for lost or stolen gift card codes.
Product Care & Warranty
- Will my jewelry tarnish?
All Of Sheen pieces are crafted with premium materials for long-lasting wear. Our waterproof collection is made with tarnish-resistant stainless steel, designed for everyday wear without removal. - How do I care for my jewelry?
We recommend wiping your jewelry with a soft lint-free cloth after each wear, and avoiding prolonged contact with water, perfumes, cosmetics, and harsh chemicals to preserve the finish. Store your pieces separately in the original packaging to prevent scratches. - Is your jewelry hypoallergenic?
Yes, all Of Sheen jewelry is hypoallergenic, lead-free, nickel-free and cadmium-free, compliant with international jewelry safety standards. - What is your product warranty?
We offer a 100-day limited warranty for all pieces, covering verified manufacturing defects from the date of delivery. We will provide complimentary repair or replacement for eligible warranty claims, at our sole discretion. The warranty does not cover damage from misuse, accidental damage, improper care, unauthorized modifications, or normal wear and tear.