Shipping policy

Thank you for shopping with STRING & SOUL.

Each custom crystal bracelet is carefully prepared and packed before shipment. Please read our shipping policy before placing your order.

1. Order Processing Time

Most orders are processed within 2–5 business days after payment confirmation.

Because our custom crystal bracelets may be handmade or made according to your selected materials, wrist size, and design preferences, some orders may require additional preparation time.

During peak seasons, holidays, or promotional periods, processing time may be longer.

2. Custom-Made Order Preparation

For custom, DIY, or made-to-order bracelets, production usually begins after your order details are confirmed.

This may include:

  • Selected crystal beads
  • Jewelry findings or metal accessories
  • Wrist size
  • Design preferences
  • Gift packaging, if selected

Once the order has entered production, changes may not always be possible.

3. Shipping Destinations

We currently ship to selected countries and regions.

Available shipping destinations will be shown at checkout based on your shipping address.

If your country or region is not available at checkout, we may not currently support delivery to that location.

4. Shipping Rates

Shipping fees are calculated at checkout based on:

  • Destination country or region
  • Shipping method
  • Package weight
  • Order value
  • Carrier rates

Any available free shipping offer will be displayed at checkout or on the relevant promotion page.

5. Estimated Delivery Time

Estimated delivery time depends on your location and the selected shipping method.

Typical delivery estimates:

  • Domestic orders: 3–7 business days
  • International orders: 7–20 business days
  • Remote areas: delivery may take longer

Please note that these are estimated delivery times only. Actual delivery may be affected by customs clearance, local carrier delays, weather conditions, holidays, or other circumstances beyond our control.

6. Tracking Information

Once your order has been shipped, you will receive a shipping confirmation email with tracking information, if tracking is available for your selected shipping method.

Tracking information may take 24–72 hours to update after the carrier receives the package.

7. Customs, Duties, and Taxes

For international orders, customs duties, import taxes, VAT, brokerage fees, or other charges may apply depending on the destination country or region.

These charges are not included in the product price or shipping fee unless clearly stated at checkout.

Customers are responsible for any applicable customs duties, taxes, or import fees required by their local authorities.

We are not responsible for delays caused by customs clearance.

8. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully check:

  • Recipient name
  • Street address
  • Apartment or unit number
  • City
  • State or province
  • Postal code
  • Country or region
  • Phone number, if required

If an order cannot be delivered due to an incorrect or incomplete address, the customer may be responsible for reshipping fees.

If the package is lost due to incorrect shipping information provided by the customer, we may not be able to issue a refund or replacement.

9. Failed Delivery or Unclaimed Packages

If a package is returned to us because of failed delivery, refusal, or being unclaimed, we will contact you when possible.

In such cases:

  • Reshipping fees may apply.
  • Original shipping fees may not be refundable.
  • If the order is custom-made, the product cost may not be refundable.

10. Lost or Delayed Packages

If your package appears delayed, please check the tracking information first and contact the shipping carrier for updates.

If your package has not arrived after the estimated delivery window, please contact us at:

Email:support@string-soul.com

We will do our best to assist you in checking the shipment status.

Please note that we are not responsible for delays caused by carriers, customs, severe weather, holidays, or force majeure events.

11. Damaged Packages

If your package arrives damaged, please contact us within 7 days of delivery.

Please provide:

  • Your order number
  • Photos of the damaged item
  • Photos of the outer packaging
  • Photos of the shipping label, if possible

We will review the issue and may offer a replacement, repair, partial refund, or other suitable solution depending on the situation.

12. Multiple Shipments

Orders containing multiple items may be shipped separately depending on product availability, customization requirements, or fulfillment location.

If your order is shipped in multiple packages, you may receive more than one tracking number.

13. Order Changes After Shipment

Once an order has been shipped, we cannot guarantee that we can update the shipping address, shipping method, or recipient details.

Please contact us as soon as possible if you notice any mistake in your shipping information.

14. Shipping Restrictions

Certain destinations may have shipping restrictions due to local regulations, customs rules, carrier limitations, or other logistical reasons.

If we are unable to ship your order, we will contact you and issue a refund if the order cannot be fulfilled.

15. Contact Us

For shipping questions, please contact us:

STRING & SOUL
Email:support@string-soul.com
Call:+852 6092 7396
Facebook:facebook.com/stringandsoul
Instagram:www.instagram.com/stringandsoul_hk