FAQ

 

Order Confirmation, Shipping, Return Policy and Order Cancellation

Upon completing your order, a confirmation email is sent to your designated email address. Should there be any issues, please feel free to contact hello@charxchen.com, our team will get back to you within the next 24-36 business hours. Orders are either fulfilled from our production studio in Taipei, Taiwan or our office in Seattle, WA. All are shipped with a tracking number via DHL or USPS. Tracking number will be available in a separate shipment confirmation email once the order has been dispatched. 

Unfortunately, due to our made-to-order nature, we do not accept returns at this moment. However, we want nothing more than for you to be happy with the order. Should there be any issues with your order, please contact us at hello@charxchen.com within the first 7 days of receiving the order and we will do our best to resolve the problem.

We hope you are not having second thoughts. But, if you realized you are shipping to the wrong address (or even the wrong person), or got the wrong color/size, please send us an email at hello@charxchen.com within the first 24 hours of order confirmation, our team will be happy to assist in making the necessary arrangements.


Sustainability & Environmental Responsibilities 

We believe strongly in treating our earth with care for our future generations. 

As you may see in our store, some of the collection is available on a made-to-order basis. This model allows us to produce without wasting excess resources. Please allow up to 2 to 3 weeks for orders to be shipped. 

We are choosing to be paperless in our communications as much as we can. All invoices are emailed, and will only be printed and attached in the shipment upon request. 

We are also working hard on lessening the use of plastics in our packagings, as well as during production. After each initial quality inspection, every cXc piece is stored directly into one of our signature cotton pouches, these bags will be the only ones to hold and protect every piece until they are on your hands. By doing this, we eliminate the presence of one time use plastic bags in our studio. Please also try to reuse the cXc cotton pouches whenever you can! 

Our cardboard mailer boxes are made from recycled paper stock, please reuse or recycle at your convenience. 


How to care for your Jewelry

We want your charXchen pieces to explore the world and go on as many adventures as they can with you. Please wear with care and treat them with love. To best preserve the coloration of sterling silver or brass, keep away from direct contact with perfume sprays or sweat. After each wear, please wipe clean and store in our signature charXchen cotton pouch to minimize oxidation. In cases of oxidation, use a polishing cloth to gently clean the surfaces.