Q1: How do I customize my necklace?
A1: Simply choose your preferred style (such as initial, double name, or heart necklace), enter your personalization details, and place your order.
Each piece is custom-made just for you, and our team will carefully begin production shortly after your order is confirmed.
Q2: How long does it take to produce and ship customized orders?
A2: Processing time: 7–10 working days
Shipping time: 5–12 working days (the timeliness varies in different countries)
We always do our best to deliver as quickly as possible, and you’ll receive a tracking number once your order ships. In case of peak periods such as holidays, there may be a slight delay.
Q3: Can I return or exchange a personalized necklace?
A3: Because each necklace is custom-made specifically for you, we are unable to accept returns based on personal preferences (such as font or color choices) or incorrect information provided during ordering.
However, if there is any quality issue with your item, please contact us — we’ll make it right for you.
Q4: What payment methods do you support?
A4: We accept secure payments via Shopify Payments, including major credit cards (Visa, MasterCard, American Express) and PayPal, ensuring a safe and smooth checkout experience.
Q5: What if I’m not satisfied with my order?
A5: Since each necklace is personalized, we cannot accept returns for preference-related reasons. Please carefully confirm your customization information before placing an order to ensure that it is accurate. Please understand that customized necklaces cannot be resold once they are sold.
However, if there is any issue with quality, please reach out to us — our team will be happy to assist and find a solution for you.
Q6: How can I contact customer support?
A6: You can reach us via live chat on our website or email us at ling@cyndi-dai.com.
Our support team typically responds within 24 hours and is always happy to help.
Q7: Can I change my order after placing it?
A7: If you need to make changes, please contact us within 2 hours after placing your order.
If more than 2 hours have passed, the order may have already been sent to the factory for production according to the production sequence and the information cannot be modified. We will also review each order in the background to see if there is any wrong information, but we cannot guarantee that all orders can be changed. Please be sure to check all the information when placing an order.
We’ll always do our best to assist if you reach out in time.
Q8: How will I know my order has shipped?
A8: As soon as your order leaves our warehouse, our system automatically sends you a shipping confirmation email with your tracking link.
Click on the tracking link and you can access the real time information. You can ask our store customer service staff, tell them your order number, and check the order status for you.
Q9: Can I wear my necklace in water?
A9: Our necklaces are designed to be water-resistant and suitable for everyday wear.
To keep your jewelry looking its best, we recommend avoiding prolonged exposure to water, such as swimming or bathing.
Q10: Is this real gold?
A10: Our necklaces are made from high-quality stainless steel with gold plating. They are designed to be durable, tarnish-resistant, and safe for everyday wear.
Q11: What is the necklace length?
A11: Our necklaces are designed to be 18" long by default (18" chain plus 2" extender), with the exception of certain necklaces. This allows you to fine-tune the fit of the necklace to create a chain length that is more tailored to you. If you need a different length, feel free to contact us — we’re happy to help.
Q12: If I don't want it a few days after placing the order, can I cancel the order?
A12: You may request a cancellation shortly after placing your order.
Since each piece is made to order, once production has started, a small fee (25%) may apply to cover materials and labor.
If your order has already shipped, cancellation is no longer possible, but our support team will still be happy to assist you.
Q13: My necklace chain is broken or discolored, what should I do?
A13: If your necklace arrives damaged or has a quality issue, please contact us within 7 days and we’ll be happy to assist you.
For issues after extended use, please contact us with a photo and we’ll be happy to assist you. we offer support options depending on the condition — feel free to reach out to our team for help.
