Shipping and Returns

Prices, shipping and import duty

The amount shown at checkout is the full amount charged for the selected product. During the US and Canada pilot, listed prices include standard shipping and import duty to the enabled checkout destinations. We do not add a separate shipping or import-duty charge at checkout or on delivery.

Other destinations must request a quote before payment. The quote must state the carrier, delivery estimate, shipping cost, tax and import-duty treatment before the customer pays.

Cancellation before production

You may cancel a physical order for a full refund before you approve the production proof. Send the cancellation request to the support address below with your order reference.

After you approve the proof, the seal is personalised and production may start immediately. If carving has not started, contact us and we will try to stop the order. Once carving has started, cancellation is available only where the law requires it. Nothing in this policy limits a mandatory consumer right.

Damaged, lost or incorrect orders

Contact us within 14 days after delivery for a damaged or incorrect item. If the parcel has not arrived, contact us after the expected delivery date and no later than 30 days after that date. Include the order reference, photographs of the parcel and item when available, and a short description of the problem.

If the delivered seal does not match the approved proof, or arrives damaged, the resolution is a remake, replacement or refund after we verify the problem. We choose the remedy only where the law allows us to do so; otherwise, your mandatory remedies apply. For a verified wrong or damaged item, we pay the reasonable return-shipping cost.

For a verified wrong or damaged item, we provide the return instructions and pay the reasonable return-shipping cost. For any other return that the law permits, you pay the return-shipping cost unless we agree otherwise in writing.

Digital files

Digital orders are delivered through the private order page immediately after payment is confirmed. A digital file is refundable if it is defective, cannot be downloaded, or does not match the preview shown at checkout. After a correct file has been delivered successfully, the order is not refundable except where the law requires a refund.

If a digital file is defective or cannot be downloaded, contact us so we can provide a replacement or another remedy required by law.

Refund method and timing

Approved refunds are returned through the original payment method where possible. We issue the refund within 14 calendar days after we approve it. Your bank or PayPal can take additional time to post the money to your account.

PayPal transaction fees, currency conversion and bank charges can affect the amount received. We will state the calculated refund amount before issuing it.

How to request help

Email sales@xiweigroup.cn with your order reference. This policy is operated by Hangzhou Xiwei Information Technology Co. Ltd., trading as Your Chinese Name, 浙江省杭州市滨江区西兴街道江陵路88号3幢305室, 杭州, 浙江, 310005, China.

Company registration number: 91330109MA27YYRM77.

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