Refund policy

Last updated: August 22, 2026

1) Eligibility & Timeframe

  • Return window: You have 30 days from the delivery date to request a return.
  • Condition: Items must be unused, unworn, free of scratches or signs of wear, and returned with all original packaging (gift box, pouches, tags, and accessories).
  • Hygiene notice: For hygiene reasons, earrings that have been worn or used may not be returned.
  • Non-returnable items:
    • Customized or personalized pieces (engraving, special sizes, made-to-order specs)
    • Final sale items and gift cards
    • Items damaged due to improper use or care
  • Sets/Bundles: Sets must be returned as a complete set.

2) Returns for Refund & Re-ordering

  • No Direct Exchanges: To ensure the fastest resolution and streamline the return process, we do not offer direct exchanges.
  • How to get a different item: If you need a different size, length, or style, please return your original item for a refund (following the steps below) and place a new order on our website at your convenience.

3) Defective / Wrong / Missing Items

If you receive a defective, wrong, or missing item, please contact us within 7 days of delivery with photos and your order number. Once approved, we will provide a prepaid return label or a replacement at no cost to you.

4) Return Shipping Costs

  • Change-of-mind returns: The customer is responsible for return shipping costs.
  • Defective/Wrong items: We cover the return shipping cost.
  • International orders: For U.S. orders shipped under DDP, customs duties and taxes paid by us are generally non-refundable for change-of-mind returns. (If your order was shipped DDP, return shipping remains at your expense unless the item is defective.)

5) How to Start a Return

  1. Email Us: Contact us at info@ciaociao.shop with the subject "Return Request – Order #XXXX".
  2. Provide Details: Include your order number, item name, reason for return, and clear photos if applicable.
  3. Wait for Approval: We will review your request and reply within 1–2 business days.
  4. Pack & Ship: Once approved, pack the item securely in its original packaging. Please include your order number inside the parcel.
  5. Ship to Our Address: Please mail the package to our designated return address:

    Receiver: Return Dept. (Shenzhen Hengfashun E-commerce Co., Ltd.)

    Address: Room 314, Huatong Building, No. 8 Ganli 2nd Road, Gankeng Community, Jihua Subdistrict, Longgang District, Shenzhen, Guangdong Province, China

    Phone: +86 16675238684

  6. Shipping & Labels: For change-of-mind returns, you will be responsible for purchasing your own return shipping label from your local courier. You must use a trackable shipping service and email us the tracking number. We are not responsible for lost returns without tracking.

6) Refunds

  • Approval: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
  • Refund Method: Refunds will be applied to your original payment method.
  • Processing Time: Typically 5–10 business days after inspection (bank processing times may vary).
  • Restocking Fees & Deductions: We do not charge any restocking fees for returns. Original shipping fees are non-refundable. If a returned item shows signs of wear, damage, or is missing any original components or packaging, we may issue a partial refund based on the condition of the returned item. In such cases, the return may also be refused.

7) Late or Missing Refunds

  1. Check your bank account again.
  2. Contact your credit card company or bank (it may take some time before your refund is officially posted).
  3. If you’ve done all of this and still have not received your refund, please contact us at info@ciaociao.shop.

8) Contact Us & Locations

If you have any questions about this policy, please contact us:

  • Company Name: Shenzhen Hengfashun E-commerce Co., Ltd.
  • Email: info@ciaociao.shop
  • Phone: +86 16675238684
  • Service Time: Monday to Friday, 9:00 AM – 6:00 PM (Eastern Time, New York, USA)
  • Official Business & Return Address: Room 314, Huatong Building, No. 8 Ganli 2nd Road, Gankeng Community, Jihua Subdistrict, Longgang District, Shenzhen, Guangdong Province, China