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Check our most popular FAQ's below or drop us a line! We'll be glad to help. ✨
We only market goods that we deem to be trustworthy and of a high caliber. Our Q&C staff will carefully inspect each product before shipping it to a customer to verify its excellent quality. Besides, in staying true to our high standards of customer satisfaction, we offer a Lifetime warranty. The warranty does not include normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft. The warranty we provide for our dear customers: 💎 Free Ring Resizing for Life
💎 Free Cleaning Service and Polishing
💎 Free Inspection of Your Jewelry
💎 Free Resetting of Your Diamond and Gemstones
💎 Free Repair of Cracked or Thinning Band
【Note: Customers are responsible for covering the cost of logistics】
Of course you can; our PREMIUM CUSTOMIZATION experience is vast. The custom jewelry that tells your tales can be made by our designers and in-house staff. We provide totally unique designs to meet your needs in addition to customization options for our carefully picked assortment.
STEP 01: Initial ConsultationEverything starts with your creative ideas. We hope that your design idea is as clear and specific as possible, it can be a hand drawing, a product for reference, or a product or clothing that needs to be matched, we will use a form to collect the above information, click the button below, you can submit.
We then evaluate the information received in detail and get in touch with you online, email or whatsapp to gather the details needed for the creative concept.
STEP 02: Gemstone SelectionBased on your finalized design ideas, we select colored stones from highly trusted suppliers for you to choose from.
In most cases, we will recommend the size of the stone you already have, which not only reduces costs, but also speeds up the production cycle. In a few cases, according to your design, the stone needs to be specially customized, we will try our best to control the cost and efficiency to ensure that you can get the finished product quickly.
STEP 03: CAD RenderingOnce you approve the creative concept and select your diamond or gemstone, we will produce a CAD rendering of your design based upon the exact stone you’ve chosen.
STEP 04: ConfirmAfter you officially confirm the design, we need 50% deposit, the balance will be paid before shipment.STEP 05: FabricationOur jewelers will cast, grind, set and polish according to your approved design, and we will pay attention to every detail to ensure that your creativity can be 100% executed. Finally, we carefully inspect the finished product to make sure there are no flaws.STEP 06: DeliveryBefore shipping, we will take photos and video of the product, and confirm with you to ensure that it is the product you want to receive.
After your confirmation, we will choose Fedex or UPS to express to your desired delivery address.
We can also provide gift box packaging in case you want to surprise your loved one.
Yes. You may stay informed on special offers and promotions by subscribing to the Dissoo e-mail list. Sign up at subscription status page. We also offer 10% off for your first order.
We will send you an email once your order has been delivered. Use the order number in the email and the email address you used to place the order. Inquire through the URL 👉https://dissoojewelry.com/pages/tracking-your-order. If you want to know more details about your order, please contact us at firstname.lastname@example.org.
Before the shipment, it usually takes several days to prepare your goods. There will be a shipping time of 3 to 10 working days. Further information can be found on Delivery & Shipping.
For US customers, standard shipping orders normally arrive in 7 to 10 working days, while express shipping arrives in 3 to 5 working days. Please note that there may be delays in individual regions.To learn more about shipping to your particular location, please visit our Delivery & Shipping or contact us at email@example.com. We will email you with tracking information as soon as your order has begun its journey to you.
Since some items are sent abroad, you might not receive updates from local couriers until the delivery has been approved for entry into your country and has been cleared by customs there. Please be patient if your order hasn't arrived if it's still within the predicted delivery window. You will be able to get tracking updates once this procedure is finished.
Please check your mailbox thoroughly and ask your neighbors if they have your package. For more details, you can contact the courier company, and of course you can also contact us for help.
Typically this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location. Please contact the courier to reschedule a delivery of your package.
For standard orders, we ship using secure, non-descript packaging material. Inside, you'll see Dissoo's elegantly branded gift packaging - ideal for gifting or personal storage
Yes. We will send you a shipping confirmation email with order tracking information on the day of shipment. Every step of the shipping process will keep you updated.
For U.S. orders, we currently collect sales tax for orders shipped to Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington DC, Washington State, West Virginia, Wisconsin and Wyoming. When sending packages to Australia, Canada, and the United Kingdom, we do collect customs and taxes. Customs will get in touch with you if you owe extra taxes and charges for any other international destinations.
We accept Visa, PayPal, Klarna, American Express,MasterCard, Discover, Maestro, JCB and Diners Club
For credit cards, please note the billing address entered on your order must match the billing address on file with your bank, otherwise our system might think it's fraud.
If you don't have a credit or debit card, we suggest using PayPal due to its speed and security of your purchase. If you have a PayPal account, please choose PayPal to complete your payment. If you don't have a PayPal account, please go to this link to register first: https://www.paypal.com. Then you can pay with PayPal on our website.
If you don't have a Paypal account, surely you can use your credit/debit cards to complete your payment. Please be assured that we do not collect nor save your credit/debit card number or personal information when you make a payment. For questions regarding your transactions on our site, please consult your card-issuing bank for more information.
- If you are experiencing error messages when making a payment, please be sure you have entered the correct details by double-checking your information. Check with your bank to ensure there are no problems with your account. After this, please contact our customer service here and submit details, we will investigate further.
To help us resolve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can:
1. What operating system you are using (e.g. iOS, Android, Windows Vista, Mac OS X).
2. What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome).
3. What payment method you were trying (e.g. Google Pay, Visa, Net Banking).
4. A description of the problem and when the problem occurred.
5. If you receive an error message, please include it in your message to us and provide us with a screenshot if possible.
6. Include your order number and your email address.
For matters involving privacy and protection, we do not have access to sensitive information regarding credit applications. Within 10 days you'll receive a letter from the financing company with further information.
Because we want you to feel secure and at ease when buying at Dissoo, we provide a 30-day return and exchange policy for regular jewelry. If you notify us within 30 days of the delivery date, you may return or exchange the unused item in its original condition if for any reason you're not happy with your purchase. Please note that regarding non-quality problems, customers are responsible for covering the cost of logistics. Non-quality issues for customized items can not be returned.
Returns will be processed within 5-7 days upon receiving your package. The refund will be issued to your original payment account or in the form of store credit as you requested.
- If you want the refund to be issued to your original payment account, please contact one of Dissoo representatives to get an authorization.
- The shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.
Yes, here is the Self Service Return & Exchange Instructions
Step 1: Initiate your return
Sign in and go to “My Orders” on the dashboard to select the item(s) you want to return.
Step 2: Receive return notification email
Once you initiate your return (Step 1), you will receive an email titled “Notification of Your Return Progress from Dissoo” within 48 hours. Within this email, you’ll receive the further return instructions.
Step 3: Pack & Ship the item(s)
Enclose a copy of your return with the order number, full name and email address. Package should be shipped pre-paid through a traceable method.
Step 4: Upload return tracking number
Remember to sign in and upload the return tracking number once the package is shipped back.
1. Final Sale items are not eligible for refund, exchange or resize.
2. "Design your own" items, the stone color, metal, and chain length, etc. chosen based on your personal preference are non-refundable.
3. Personalized items with “engravings” and “photos”, such as rings, necklaces and bracelets, are non-refundable.
4. Special order items are those changing plating and stone colors, buying a part from the whole set, and the jewelry with personalized engravings, all of these are not refundable.
5. The rings with custom sizes are not refundable.
6. Items without jewelry tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
7. Items that were worn, or sent to you as Replacement/Exchange are not refundable.
Yes, Dissoo is happy to exchange it for merchandise credit within 30 days of purchase. Place the gift in its original packaging with the receipt (if available) and follow the return instructions. Please note that customers are responsible for covering the cost of logistics.
When a product is returned or exchanged because of a quality issue, the seller will pay the return shipping costs. Regarding non-quality problems, customers are responsible for covering the cost of logistics.
From the time we get your item, input it into our system, and send it on to our quality assurance division (approximately 24 hours, Monday through Friday), it takes us about 4-5 business days on average. Please give an extra two to three days before the outbound package is shipped if you are returning products.
Yes. Once your package arrives at Dissoo, it takes 1-2 business days before you receive an e-mail alerting you that your return is being processed.
Returns will be processed within 5 days upon receiving your package. The refund will be issued to your original payment account or in the form of store credit as you requested.
Yes. Go to Return Status to check the status of your delivery in real time.
Please use the order confirmation email to cancel your order if you wish to. We are unable to make any modifications to your order once it has left the warehouse; you must wait until it is delivered.
ASAP contact is appreciated. Email us with your order number and detailed information regarding the problem and provide pictures if there is any issue: firstname.lastname@example.org
We offer complimentary cleaning and product check-up as a well-advised preemptive measure against the possibility of stone loss or damage that occurs when prongs are bent, pulled, caught, or broken during normal wear. We only ask that you cover the shipping and insurance to safely transport the ring to our facility. Also, we recommend some techniques as follows for caring and maintaining your jewelry. 👉https://dissoojewelry.com/pages/maintenance
With more than 40 years of industry expertise, we are a reputable jewelry maker with clients in brick-and-mortar jewelry stores all over the world.
In order to go directly to the consumer, shorten the gap between us and the consumer, and provide consumers all over the world with high-quality, affordable eco-friendly multicolored gemstone jewelry, we made the decision to launch our own brand last year.