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Support(Customer Care)

We’re Here to Help!

1. Do I need an account to place an order?

Yes, you need to register an account at nihaojewelry.com to place an order. By using your own account,you can check your order status, make returns and receive the latest offers easily.

2.Can I order by mobile application?

Yes, you can download the ios/android app on your smartphone at the bottom of the page or you can find our app on the App Store or Google Play.

3.How do I place my order?

Ordering online from nihaojewelry.com is easy!First, pls login your nihao account / create a new account. Then viewing item, select the size, color and quantity, click ‘Add to Cart’. Once you have your desired items in your Cart, click "cart" and ‘CHECKOUT’.

Next, enter any discount coupon codes that you may want to use to discount the price. Finally, you will be directed to complete the shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!

4.About Minimum Order

No MOQ requirement, 1 piece is wholesale price also. You can try our products and services more easily.

5.Can I make changes to the order I placed?

If you want to change the confirmed order, please contact your account manager with your change request details included immeditately. If still no contact info. with your account manager, you can ask via WhatsApp, email, or LiveChat on website.

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6.How can I correct my shipping address?

You can correct your shipping adress on your checkout page.

7.How to check my order status?

Orders can be checked via "My orders".

8.Why I did not get a confirmed email about my order?

A confirmation email will be sent within 24 hours after payment is completed Also, you can check your order status via click "My orders", and we'll link tracking number with order after shipped.

9.What is the meaning of different order status?

A. Waiting for payment

This order is unpaid. You need to pay the order. Once we receive your payment, we will process your order.

B. Confirmed

You paid the order. We will process the order right away after you paid.

C.Processing

Nihaojewelry will typically process orders 2-4 business days upon payment time.

D. Shipped Or CompletedThese

orders have been sent or signed up, so cannot be cancelled.

10. How to add items to a confirmed order?

If you have placed an order but still want to add some items. Please contact your account manager who will help you confirm whether you can add them. If possible, our account manager will assist you to add items.

11. The Material Of ...

Our products are of high quality and passed strict quality inspection. Most of our products are alloys made with crystal gemstones.

12.Do you have a catalog?

No. We do not have a printed catalog. Our stock is continually updating so that our customers have access to the most current styles, prices, and overall selections.

13.Comment annuler la commande ?

Nous avons une réglementation différente pour différents statuts des commandes

Pour paiement en attente

Contactez votre conseiller pour vous aider à annuler directement la Commande.

Pour confirmé ou en préparation

Parce que nous avons passé beaucoup de temps à préparer votre commande, nous avons quelques règles pour la commande confirmée et en préparation. Ci-dessous les règles :

1.Nous pouvons vous aider à annuler la commande sans aucun frais de service dans les 6 heures, veuillez contacter votre conseiller pour obtenir de l'aide si vous souhaitez l'annuler

2.Pour la commande que vous avez passée dans les 6 à 72 heures, si vous souhaitez l'annuler, nous vous facturerons 15% de montant total en tant que frais de service.

3. Après 72 heures, la commande ne peut être annulée car le colis est prêt à être expédié. Si vous souhaitez annuler la commande, nous ne rembourserons pas l'argent.

1. Payment process

Please login to your account and check the following payment methods for reference. Login -> My Orders -> Pending Orders -> Checkout By PayPal (Or Credit Card) -> Pay –> OK

2.What kinds of payments are accepted?

We accept the following forms of secure payment:

(1) PayPal

(2) Credit card: Visa / MasterCard / JCB

(3) Western Union, Moneygram

(4) Bank Transfer

(5) OXXO for Mexican

3.What currencies can I use?

The currencies that we can accept are USD, GBP, EUR, AUD, CAD, MXN, NGN.

4.Can the price be lowered?

Our price is already super low, we have little space to reduce the price, but we will offer a discount for orders from our VIP clients, and a special discount for a big order from normal clients. Please refer to the discount policy https://www.nihaojewelry.com/discount

5.Should I pay other fees when the package arrives?

Tax is charged by Customs offices in destination country based on their rules and policies. Buyer is responsible to find out the situation in your country. Therefore, if need, these charges shall be paid by buyers. buyers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.

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6.About using bank cards and OXXO payment.

International payments will take time to arrive. In order to speed up the process, please send the payment voucher to the account manager. We confirm the order in advance and then start preparing the goods to ensure that they are delivered to you earlier.

7.Why I was charged twice?

Please verify your bank card's remaining balance. If you notice that your first order has been double charged, please contact your account manager.

8.Why do I need to verify my payment on my order?

Our system checks a random amount of orders to ensure that they were placed by an authorized user of the payment method selected.

9.Why I can't type in or apply a coupon?

If you can't type in, kindly check firstly you have finished all information needed before, like shipping address, shipping options, and payment method.

If you have entered all of this information but still can't apply, kindly ensure that the code is spelled correctly and that all order minimums/requirements are met. Please also have a check at the expiration date of your coupon.

1. The shipping cost.

The shipping cost depends on the weight of the order and is charged by DHL/FedEx/UPS etc. Fortunately, we get a very good discount from them because of our shipping volume, which can help our clients save a lot. The first 0.5 kg is 15-20 US dollars, and the following 0.5 kg is 4-6 US dollars. Therefore, the more you buy, the cheaper the shipping cost.For more shipping information, please refer to our shipping for more details.

2.How do I check my order status? When will my order be sent?

You can always check the status of your order at your track order account. Once your payment is confirmed and we will deliver your order ASAP. Usually, it takes about 2-4 business days. If you order many items, the processing time depends on the item that needs time most. If you request many products with Swarovski crystal elements, it will take extra 1-2 days..

3.Can I choose other shipping agents?

Yes, we can transfer your goods through the shipping company you required.

4.When can I get tracking number, packing list? I haven't received it now.

We will ship your goods 2-4 business days after receiving your payment. When your goods are shipped, we will send the information to your registered email.

5.Can I put my own brand on the package you send?

Yes. We can make your own brand for you, but you need to order more than 240 pieces of each style, and you need to pay for paper and provide designs.

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6.How long will it take to receive my order?

Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)

You can refer to the related information nihaojewelry.com/shipping for more details.

7.Can you deliver to my country?

We can ship to all countries/regions that have DHL, the United States, the United Kingdom, France, Spain, Mexico, Germany, etc.

8.Why didn't I get an email about my order being shipped?

Kindly have a check that your email address is spelled and formatted correctly.Also, you may visit "My orders" to get more order update.

9.Why is my order delayed?

Due to the global events, flights decreased frequency also government restricted movement, which will delay the delivery of orders. We are working around the clock to ensure that there are minimal delays and interruptions of our services, yet within limited resources and capacity, shipping and delivery will take longer time these days.

10.Why is there no tracking update?

As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your country. If your order is still under the estimated delivery time frame, kindly wait patiently. Once this process has been completed, you will see tracking updates.

11.Can I receive my order before a certain time?

Before placing an order, please refer to our Shipping info for the most accurate delivery estimates.

12.What should I do if some items are not shipped or shipped wrong after receiving the package?

You can contact our after sales service people to deal with it. Here are three steps.

A. Confirm in our site system that the package has been received (otherwise, the after-sales dispute cannot be submitted);

B. Submit a dispute at here https://www.nihaojewelry.com/after-sales

C. Our colleague will reply to you in 48 working hours.

Note: if you do not reply in 7 days after we replied, the ticket will be auto closed. One order just can submit once, so please check all items and then submit the items which have problems.

1.Can I exchange the item I received for a different size?

We apology for the inconvenience caused due to size unfit. We accept exchange requests for most items within 7 days after you signed the parcle. Considering the time for return and reship, also the fast fashion nature of our business, we strongly recommend you apply to return for refund, then replace a new order with the correct size before it sold out.

2.What is your return and refund policy?

Please refer to our return and refund policy.

3.How to use my credit?

Before you place an order, you can add your Credit to make your order more favorable.

4.How can I find my refund?

You can find your refund by checking "My Credits."

5.What is the status of my return or exchange?

It will take up to 3-5 business days to process your refund or exchange request after we receive your package.

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6.Can I get a full refund for the return?

We refund for shortage, shipping refund for shortage, damaged, wrong style/color.We refund to original payment way.

7.How can I return items?

This is our return policy, please have a look https://www.nihaojewelry.com/Refund-Policy, please note you have to return the package after you received the package within 7 days and you need to pay for the return shipping fee by yourself.

8.What if I received a defective item?

If you receive a damaged, defective, or incorrect item, please contact account manager within 7 days after you signed the parcel.