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FAQs

What's your return and refund policy?

Our return policy is effective for ​10 days since receiving your product.​ To be eligible for a return, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. For refunds (if applicable), please send an email to ​sales@secretstoryjewelry.com with your full name, order number, item description and the reason for your return. For details, please refer to our Returns & Refunds

Where you will ship to?

We ship anywhere in the world. Exceptions apply. Unfortunately, due to some specific customs procedures, the delivery to some countries is not available at this time. We don’t ship to OFAC sanctions country list: ​Balkans, Belarus, Burma, Cote D'Ivoire (Ivory Coast), Cuba,Democratic Republic of Congo, Iran, Iraq, Liberia, North Korea, Sudan, Syria, and Zimbabwe.

HOW DO I KNOW WHETHER MY ORDER IS CONFIRMED?

After payment has been processed, an order confirmation email will be sent to the email listed at the time of checkout. Once the email confirmation has been sent, your order will begin to be processed.

WHAT'S THE PROCESSING TIME?

The order processing time might take up to 1- 4 business days*. Processing includes checking, packing, and sending your orders to the post-office. After all these procedures, the tracking number will be provided to you via email. ● If you place your order after 11:45 am Central Standard Time on Friday, or over the weekend (Saturday or Sunday), your order will be shipped the following week.

WHAT CURRENCY YOU ARE USING?

All customers are charged at the time of purchase. ​All payments are in USD. ​P​aying in local currency​ means your ​home​ bank handles the ​currency ​conversion; they will convert the ​currency​ from USD to Local currency for you.

HOW CAN I CANCEL MY ORDER?

We accept 12 hours​’ notice to cancel an order or update any changes such as quantity, color, size, or Shipping Address information. Just feel free to contact us. ​We're available 24/7 at ​sales@secretstoryjewelry.com. Please note that any request received after 12 hours period will no longer be accepted because we process orders immediately. Changes to orders cannot be made once processed. We will still do our best to get a hold or cancel your order after 12 hours period but no guarantee. If we were able to do so you will be charged a 15% cancellation fee on account of the cost we incur for the item already being in production.

 

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