FAQ
PLACING AN ORDER
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ONLINE ORDER?
No, you can place an order directly without creating an account. However, an account has various advantages such as faster checkout process for future purchases and clear record of pending or completed orders.
Please feel assured that we do NOT share your information within your account with third parties. For more information, please view our Privacy Policy.
CAN I MODIFY OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
You can only cancel/change your order up to one hour after the order is placed. Once we have shipped your package, you may simply return the items you unwanted by following our Return Instructions.
For further assistance, feel free to reach out to our Customer Care Team.
CAN I COMBINE PROMO CODES?
Please note that the promo codes can only be used once and cannot be used in combination.
WHAT SHOULD I DO IF I DID NOT RECEIVE A CONFIRMATION EMAIL?
Our order confirmation email is sent out automatically by our ordering system. If you did not receive an Order Confirmation email and you are certain that you entered a valid email address during checkout, you may want to check your SPAM mailbox first.
If there is no relevant email, please contact us at kevin@valuejewelrycn.com to confirm whether or not the order went through. For your convenience, we strongly recommend creating an account with us so that you can log in to keep track of your orders.
HOW DO I CHECK MY ORDER STATUS?
You can check the status of your order on our website by clicking the order tracking link.
You can also check it from the shipment details email we send you when items you ordered have been shipped.
If there are any questions, please contact kevin@valuejewelrycn.com with your order ID, we'll be in touch in 24 hours and provide specific order status information.
DELIVERY
WHEN WILL MY ORDER SHIP?
It depends on where you are.
Orders processed here will take 1-3 business days. And standard shipping methods will take 15-20 days to be arrived; Expedited methods will take 7-10 days to be arrived.
Delivery details will be provided in your confirmation email.
HOW CAN I TRACK MY ORDER?
You can check the status of your order on our website by clicking on Account--Orders.
You can also check it from the shipment details email we send you when items you ordered have been shipped.
If there are any questions, please contact kevin@valuejewelrycn.com with your order ID, we'll be in touch in 24 hours and provide specific order status information.
I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.
WHY WAS MY ORDER CANCELED?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again.
CAN I CHANGE MY ADDRESS?
Yes we can change the address if the item was not Fulfilled but in case we handover the order to a courier company you may contact them to correct the address.
CAN I ADD OR REMOVE ITEMS FROM THE ORDER THAT I JUST PLACED?
Contact theCustomer support to remove & add items BEFORE ORDER SHIPPED OUT.
RETURNS
WHAT IS YOUR RETURN POLICY?
TUVALU FASHION only accepts returns within 14 days since their delivery date and we currently are unable to offer a free returns service.
Items must be returned unworn, unwashed, undamaged, and with all original packaging and tags attached. Please note that items marked as sale are not eligible for returns or exchanges unless there is a quality issue.
To start your return, please contact KEVIN@VALUEJEWELRYCN.COM with your order ID and the product name(you can find this in your confirmation email) of the items you would like to return.
HOW DO I MAKE A RETURN?
Please contact kevin@valuejewelrycn.com with your order ID and the product name(you can find this in your confirmation email) of the items you would like to return, all requests are reviewed within 24 hours - if approved, you will receive return instructions, otherwise we will contact you for more details.
WHICH ITEMS COULDN'T BE RETURNED OR REFUNDED?
We gladly accept returns within 14 days’ timeframe since their delivery date. For the items that couldn't be returned, please check below:
1) Items over our 14-days limit
2) Used, worn, soiled or altered items
3) Items on Flash & Final Sale cannot be returned
SHOULD I PAY THE SHIPPING FEE IF I RETURN THE ITEMS?
On a preference-based return, we currently are unable to offer a free returns service, so return shipping fee would be made at your own cost
WHEN WILL I RECEIVE MY REFUND?
Once we receive the return package and determine that it's eligible for a refund, it will take up to 3 business days for us to process the refund. The refund for returned items will be issued to your original form of payment within 10 business days.
MY ORDER ARRIVED WRONG OR DAMAGED. WHAT SHOULD I DO?
We always want to ensure that we get you all your faves! If we made a mistake or sent the wrong item, please don't worry - we'll make it right!
Within 2 business days of receipt, please contact us at kevin@valuejewelrycn.com with the information below:
1) Your order ID
2) Product name (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
Once we received these information, please feel assured that we will do everything possible to help you as soon as we can.
WHAT IF I WANT AN EXCHANGE?
For our exchange process, if the items are not fit, you can return the order and place a new one.
We accept exchanges under the following conditions:
1) The order is within 14 days since its delivery date.
2) Items must be returned intact with all original packaging and tags attached.
3) Items on Flash & Final Sale can not be exchanged.
For the specific exchange instructions, please contact us with your order ID, we will be in touch in 24 hours to help you complete the exchange.