! Please make sure you have read this term before shopping. Placing an order constitutes your agreement to this term.
Our customer service email: service@sweetdiarys.com
● Whether it is a standard product or a specially-made product, you can cancel the order within 48 hours after placing the order and get a No obligation refund. We need to state that:
1. For cutomers who require a refund within 24 hours after the order is placed, will be charged a 5% handling fee.
2. For cutomers who require a refund 24 hours after the order is placed, will be charged a 10% handling fee, if the product has not been produced.
3. For cutomers who require a refund 24 hours after the order is placed, will be charged a 25% handling fee, if the product enters the production process.
4. If the product has been produced but has not been shipped, we will refund you 50% of the cost.
● Non-quality problems, specially-made products do not support returns or exchange.
Damaged Package & Other Quality Issues
For customized items:
We can refund you the fee or reship a product for you free of charge. You only need to contact us within 3 natural days after receiving the goods to inform us of the problems with the package.
For standard items:
We can refund you the fee or reship a product for you free of charge. You only need to contact us within 3 natural days after receiving the goods to inform us of the problems with the package.
* If the package you received has damaged or any other quality problems, please contact us within 3 natural days after receiving the goods. Please note that we will not accept cases beyond this time frame.
Return process
To apply for a case of return or exchange, please email to our customer service and include: order number, the question you want to solve together with picture of product if necessary. Without sufficient information, we may not be able to process the return. ( Please DO NOT return to the address on the package you received, that isn't our return address.)
You will then receive an email with shipping label or our returning address which you will use it to ship back the items within 24 hours in business day and 48 hours in non-business days after receiving the emails.
All returned items should be in original conditions.
Refunds will be processed and reimbursed to your original account -- PayPal the first time we receive your return package. It may take 5-7 business days to return to your account.
Do I Need To Pay The SHIPPING FEE if I want to return or exchange?
1. Non-reason Return or Exchange
For customized items:
Yes
For standard items:
Yes
2. Damaged Package & Lost Package
For customized items:
No
For standard items:
No
How to return or exchange the product(s):
Please contact us via this email address：sweetdiarys@outlook.com or service@sweetdiarys.com, and send the product(s) to this address：Room 1631, Nanjiao Energy Building, No. 1000 Nangang Road, Nanqiao Town, 201400, Fengxian District, Shanghai, China, and inform us of the tracking number, we will refund you after receiving the product(s).
*Attention please：You are responsible for all costs of shipping the product(s) to this address if you want to apply for no reason to return or exchange.
What you need to pay us for return or exchange:
If you need to return or exchange the product, but there is no quality problem with the product, you need to pay us a restocking fee of $9.99.