60 Days Exchange Policy

    • The sales of Ourcustomstory online store are indeed based on our excellent design and reliable reliability. Therefore, the quality is guaranteed. In addition, we have a quality inspection team to test whether the products you ordered are working properly before packaging and sending to you. Therefore, before placing an order, you must first check all the detailed jewelry described on our website. Make sure the spelling of the name that needs to be engraved is correct, as well as the color, size, and any other details about your order. The policy starts from the delivery date
    • For returns, you must contact our customer service to obtain return and refund information
      If the product is lost without contacting us, we will refuse to refund
      The comprehensive underwriting replacement policy covers the following reasons:

      • If the paint falls off, the crystal falls off, the chain breaks, etc., please notify us by email immediately, and you will provide you with a replacement service within 60 days. (We will only exchange the same product or items equal to or less than its value.)
      • If we sent the wrong order or item, you received any damaged item, the personalized information is different from the information you provided to Ourcustomstory, or the quality of the product you received is defective, please notify us by email immediately, you Your replacement purchase will be received within 15 days.

      Cancellation Policy:
    • After submitting your order, we will immediately start producing personalized products. If you want to cancel or change the purchased product, please contact us within 24 hours. Please note that for all cancelled or changed orders (after 24 hours), we will charge a 30% production fee.
    • Please note that once we ship, you will not be able to cancel or change your purchase.
    • Our 60-day exchange policy does not cover the following reasons, and we are not responsible for these issues:
    • The product is exposed to corrosive substances or chemicals. Exposure to harsh chemicals may change the appearance of Our custom story products. These chemicals include but are not limited to liquid silver oil, swimming pools, hot tubs and hot springs. Oxidized silver is easily damaged.
    • Items that have been resized, updated, and/or repaired are not eligible.
    • Damage to the product due to abuse, incorrect handling or incorrect maintenance.
    • Silver flakes get detailed information through oxidation, and over time they may look black. To remove it, clean it with a silver polishing cloth to restore its original appearance.
    • All orders received after 60 days from the delivery date.
    • Items that have been used and damaged within 60 days from the date of shipment
    Exchange service procedures:
    • Customized products, the return service is temporarily not supported, please forgive my support.
    • For replacement, please contact our customer service. One of our representatives will contact you via email with instructions. If you need help, please email us via email. If it is a quality problem, please provide the order number and attach a clear photo of the item representing the problem.
    • After accepting your exchange, we will start making new necklaces within 3-7 working days.
    • The sender's address (please contact customer service to obtain the sender's address).
    • After the exchange, please make sure you provide us with the tracking number and receipt.
    • Ourcustomstory reserves the right to make any changes to this policy at any time. Notice of any changes will be posted on this page. If you have questions about cancellation or any other policies, please contact our customer service representative.

    If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
    If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

  • Exchange service procedures:
    • Customized products, the return service is temporarily not supported, please forgive my support.
    • For replacement, please contact our customer service. One of our representatives will contact you via email with instructions. If you need help, please email us via email. If it is a quality problem, please provide the order number and attach a clear photo of the item representing the problem.
    • After accepting your exchange, we will start making new necklaces within 3-7 working days.
    • The sender's address (please contact customer service to obtain the sender's address).
    • After the exchange, please make sure you provide us with the tracking number and receipt.
    • Ourcustomstory reserves the right to make any changes to this policy at any time. Notice of any changes will be posted on this page. If you have questions about cancellation or any other policies, please contact our customer service representative.

    If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
    If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

    For more information, you can contact our customer service in the following ways:

    Email: service@ourcustomstory.com

    Business hours: Sunday to Friday (Eastern Time) 9:00 PM-6: 00 AM