FAQ: Orders, Shipping, Gift Packaging & Jewelry Care | CSOMALL
Frequently Asked Questions
Helpful answers about CSOMALL orders, handmade jewelry, shipping, returns, gifts, and care. Can't find what you need? Contact us — we reply within 24 hours on business days.
Start Here: Shipping, Delivery & Tracking
How is shipping calculated? Your first order ships free, no minimum. After that, US orders over $49.99 ship free; for orders under $49.99, standard shipping rates apply at checkout based on destination. Full details are on the Shipping Policy page.
How long does delivery take? Every piece is handmade to order — please allow 3-5 business days for production before dispatch. Delivery times are in addition to production and are estimates: United States 10–18 business days; Western Europe 7–12; Southern Europe 10–15; Northern Europe 10–14; Central & Eastern Europe 12–18; Ireland & Baltic 12–18; United Kingdom 10–15 (incl. customs clearance); Canada & Mexico 10–18; Australia 12–20; Southeast Asia (HK, SG, MY, etc.) 7–12. Delays may occur due to customs clearance, public holidays, or other factors beyond our control. We do not ship to P.O. Boxes or military addresses (APO/FPO). Faster options at checkout: Priority Shipping 7–12 business days; Express Shipping (DHL/FedEx) 3–7 business days.
How do I track my order? You will receive an email confirmation when you order, and another email with tracking information once your package has shipped. Tracking typically updates within 48 hours of dispatch. If tracking has not updated or your package seems delayed, email us your order number and we will look into it.
Orders & Shipping
How long does it take to prepare my order?
Most CSOMALL pieces are prepared in small batches. Please allow 3 to 5 business days for order processing before shipment, especially for handmade or made-to-order jewelry.
Where is my order? How can I track it?
Once your order ships, you will receive tracking information by email so you can follow the delivery progress. If your tracking has not updated or your package seems delayed, email us your order number and we will look into it.
Is there a sitewide discount?
Yes! We offer 15% off sitewide automatically — no code needed. The discount applies at checkout.
Can I combine discount codes?
Only one discount can be applied per order. Our system automatically applies the best available discount for you.
Is shipping free on my first order?
Yes! New customers get FREE shipping on their first order — no minimum purchase required.
When do I get free shipping?
New customers: free shipping on your first order. After that, US orders over $49.99 ship free.
Can I change or cancel my order?
Yes, if it has not shipped yet. Orders can be cancelled free of charge within 24 hours of placement; cancellations after 24 hours are subject to a 15% restocking fee. To change a shipping address or make other changes, contact us as soon as possible — we cannot change orders once they have shipped.
Do you ship internationally?
Yes. Available shipping options and delivery estimates are shown at checkout based on your destination. Full details are in our Shipping Policy.
Returns & Refunds
How do I request a return?
Submit a return request within 30 days of receiving your order by emailing us at [email protected] with your order number. Items must be unused, unworn, and in their original packaging.
Which items cannot be returned?
For hygiene reasons, earrings and other pierced jewelry cannot be returned once unsealed. Custom or personalized items and sale or discounted items are also excluded. Full details are in our Refund & Return Policy.
Who pays for return shipping?
Return shipping is the buyer's responsibility, unless the item arrived defective or incorrect — in that case we cover it.
When will I receive my refund?
Refunds are processed within 5–10 business days of us receiving your returned item.
My item arrived damaged or incorrect — what should I do?
Please contact us within 48 hours of receiving your order with photos of the issue. We will arrange a free replacement or a full refund.
Gifts & Packaging
Is CSOMALL jewelry gift-ready?
Yes. Jewelry orders are packed in gift-ready packaging, making them suitable for birthdays, holidays, anniversaries, bridesmaids, and thoughtful everyday gifts.
Can I leave a note for a gift order?
If you need a special note or request, leave the details at checkout or contact us as soon as possible after placing the order.
Materials & Care
What materials do you use?
Our signature pieces are handmade with Czech glass beads, accented with pearls, crystals, and quality metal findings. Because each piece is handmade, minor variations in texture, shape, and color are natural characteristics of the artisanal process — not defects.
How should I care for handmade jewelry?
Keep your jewelry dry, avoid perfume, lotions, chlorine, and salt water, and store each piece separately in a jewelry box or soft pouch. Wipe gently with a soft cloth after wearing. More tips are on our Jewelry Care page.
What should I do if there is an issue with my order?
Please contact us with your order number and photos if relevant. We will review the issue and help with the next step according to our return and refund policy.
Custom & Business Inquiries
Do you take custom, bulk, or wholesale orders?
Yes — please email us at [email protected] with the details of what you have in mind, and we will get back to you with what is possible.