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Troubleshooting

repjewel.eu /2011-06-29

I Can't Log In My Account!/I Have Problem In Logging In


Please follow the instructions below:

Check your login details. Your login username is your email address used for registration.

It might be a problem caused by www.repjewel.eu system maintenance - Please wait 30 mins and try again

Ensure that cookies from www.repjewel.eu are accepted by your browser (Internet Explorer or others).

TIP: If you're not sure whether the problem is with us or from your end, please test logging in with a different computer or browsers.

If you made a mistake during registration and now can't access your account, plus you've never made any orders, it will be best to sign up again by applying for a new account.


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Why was my order cancelled?/Why did you refund my payment?


If we closed your order and refunded your payment, it is almost certain that we were unable to verify your payment. Generally, our customer service staff will first contact you by phone or email to discuss this matter with you, but if we can not get in touch with you in 5 business days after we already received your payment, a refund will be made, as we think it is also our responsibility to ensure your orders are made and shipped out in time. Your attention and cooperation is highly appreciated.

Possible reasons for refunding money are
- The name and address on your PayPal or Credit Card account does not match your order's shipping address and consignee’s information, and there was no response when we contacted you during the designated period.

- Misinformation of order requirement (e.g. no size, color, telephone number) causing the order to remain pending between 5-15 business days.

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I Want To Cancel An Order Placed Wrongly


1. - CANCELLATION BEFORE PAYMENT

If you have not paid for your order, there is no need to contact us to cancel it. We receive hundreds of 'test' orders each day which our members are using to quote certain cart contents and save the invoice for later reference.

We ignore all orders until a matching payment is received. So if you haven't paid, don't worry, we're not processing your order.

Your order will be auto removed from your account in the event of non payment within 7 business days.

You are under no obligation to follow through and pay for an order just because you checked out your cart online. If you want to do test orders to save certain invoices for later you are welcome to do this.

If your order is more than a week old please note you may not be able to "reactivate" it by sending payment, because the prices of the items may have changed as well as the shipping rates and the currency conversions. You may need to repeat the order with a new cart.


2. - WITHDRAWING AN ORDER AFTER PAYMENT

If you have placed an order and you HAVE PAID, and you want to CANCEL, please contact us as soon as possible.

If you are uncertain about something on your order and you think you want to change it, please contact us and put the order on hold while you decide. This will stop the packing process so you still have a chance to make changes.

If the goods have already been delivered we cannot cancel or change the order.

If you want to cancel an order because you are ADDING further products, but not cancelling the previous items, that can usually be processed without any extra fees - please contact us.

If you would like to withdraw an order within 24 hours after the payment:

For custom made orders, a 20% material fee is deducted, and we’ll offer you 80% of item price plus the shipping fee.

For non-customized products, a full refund will be offered.

If you would like to withdraw an order after 24 hours of order payment:

A 50% of material fee is deducted, and we’ll offer you 50% of item price plus shipping fee.

If you would like to withdraw an order 48 hours after the payment, the cancellation of an order is not allowed. Please see our return policy.

We can offer you a full refund if you would like to withdraw an order which has been delayed longer than 48 hours after payment.

If an order has been delayed longer than 48 hours after payment because there is no response from our customers within 5 to 15 days on questions we may have pertaining to there order (such lack of correct shipping information, size and other custom made information), the customer can be offered a partial refund for withdrawing such order.

For your own interest and convenience, the deletion of an order in your account before its status has been set to "In Processing" is permitted. However, please take note that delete an order in your account after the status has already been set to "In Processing" is prohibited.


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How Can I Return A Faulty Item?


Before returning faulty goods, please contact us first via here to discuss the issues you are having with such goods. In over 90% of cases we are able to sort out the problem instead of asking customers to make returns

Customers who need to return faulty products should first acquire the Return Merchandise Authorization (RMA). During this process the return address for www.repjewel.eu will be issued and products should be shipped back to that designated address. A full refund will be processed only after receiving the returned package.

A quality problem can be defined as obvious quality defects, non compliance with the customization requirement and size or colour deviation from the original size and colour criteria as well as required measurements.

If there is a size deviation, please take some photographs of the merchandise by first laying it on a flat surface, then place a tape ruler on the item to specify and measure out the difference in size. Photographs can be submitted to here. Our designated personnel will examine your claim to confirm the fault and a reply and resolution will be offered within 24 hours.

The returned order number should be displayed on the outside of the box you are returning to us. If the original order was paid with a credit card, please enter the credit card number on the return request form so we can credit you back the correct amount.

Generally we advise you to return faulty goods by Post Office shipment facility rather than couriers like DHL, UPS which may cost much more.

TIP: Please do not send faulty goods back without first discussing it with us and acquiring the Return Authorization. It is very hard for us to handle a package without any necessary order information. We will also give you some instructions for returning goods.

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7-day Policy for Return and 15-day Policy for Exchange All Our Products! Do you have a guarantee or warranty?


Yes - We chooses products to sell based on their excellent designs and proven reliability. Therefore, the quality is guaranteed.

We check all of your orders during the packing stage to make sure that the right accessories are included.

We have a QC team who tests your ordered products are functioning correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the goods have passed in the factory line.

All our products are covered by a 7-day policy for return and 15-day policy for exchange.

In essence this means that faulty products can be returned to us by confirm the obvious quality defects, we will make the repairs or instant exchange and ship them back to you.
Address for return is submitted in the meanwhile of acquiring the return merchandise authorization (RMA).

Quality problem can be defined as obvious quality defects, the no following of customization requirement and size deviation from the posted size criteria.

For the dispute on size deviation, please take some photographs on the merchandise by laying it on the ground and place a tape ruler to measure out the different part. Customer shall submit the photographs to here for designated personnel take the dispute and the relevant faulty confirmation. A reply with the resolution is offered within 24 hours.
The existing of color aberration is due to the affecting by PC monitor and weather condition. Quality problem shall refer to product blemish by distinctive holes or serious discolored and craze. The dissatisfaction of product with the imagination of different material or error color applied on the merchandise, etc shall not be regarded as quality problem. We shall offer the solution for goods exchange in the event of product dissatisfaction from the customer.

Please contact customer service representative as soon as possible in case the finding of serious damage or obvious color differentia on product received. We will arrange your request for exchange or refund after the faulty confirmation. Please ensure the product is unused and head back to the designated address after the acquiring of RMA. Product can not be returned after the laundry.
We are neither responsible for the refund nor taking over your dispute on the product if return the goods without the acquiring of Return Merchandise Authorization(RMA) even with the causing of package missing during the package return.

Considering the uniqueness of the product in the event of Customization, a revise service based on your requirement can be offered. The return or exchange of the product in Customization is not accepted.

Order processing shall be commenced after the confirmation of payment and a certain period for product processing is required. We don't take any responsibility to take the dispute of item return or exchange due to delay of customer’s product using in the event of late remittance of product fare which may affect the normal processing time.
We shall strictly follow your requirement on the change of the original design from the product you purchased. The request for the return of your received product in the event of not meeting your requirement on the change of style from the original design is not accepted.

For lost package
Package lost during the ordinary shipment period can be treated with full refund.

For pending order
We shall proceed to partial refund when comes to the circumstance of order pending due to no receiving of response from customer in the event of misinformation on the order such as no telephone number, email address and ambiguous delivery date required by the customer, etc. within 15 business days.

For return and exchange on goods of clearance
www.repjewel.eu doesn’t issue return and exchange for clearance goods due to the items are all sold at bottom.

For return and exchange on goods of voucher discount
Order paid by voucher can only be issued with exchange requisition in the event of finding quality problem in 15 days from the date products received.

Please ensure the product is unused and head back to the designated address after the acquiring of RMA. A new order with the same merchandise will be replaced as long as received the returning package if reaching to the agreement of item exchange. The providing of tracking information after dispatching the package to the returning address is appreciated.

We shall cover the shipping fee for the replaced product.

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Contact Us


service@repjewel.com

Help you find professional and credible Imitation Jewelry dealers. We offer most popular and famous brand replica jewelry, Such as Bvlgari,Cartier,Hermes,Van Cleef & Arpel and more.
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