FAQ

1.  Shipping Method

     Please refer under "Shipping" for more information.

2.  Do I have to sign up as member in order to place an order?

     Yes, joining as a member save time from providing the same information each time
     you place order. Most importantly, you can collect "Loyalty Points" as a member to earn Points and get cash
     discount, to receive the latest news about new arrivals and sales promotion/discount.  You
    will also be entitled to all the members rewards that we introduce throughout the years.

3.  Delivery Time

  • 7-15 working days: USA, Canada, Australia, UK, European Countries, New Zealand
  • 5-10 working days: Asia countries
  • 15-20 working days: certain Europe countries

      Parcels with liquid products will take 10-20 working days delivery time usually

4.  Why is my order out of stocks after I submit my order?

     Yes, it happens sometimes to popular items because we are also selling in China locally.
     We can only update the stocks system here after we get the stock status from China by
     end of the day.

     However, we will inform you if there is any of the item is out of order. You can replace it
     with other items or we can process a refund to you once we ship out your order.  Please
     check your emails frequently after placing an order so that you can response to us and
     help expedite the whole order process.  If you do not response to us within 24 hrs, we will
     proceed to finalise your order and process refund once we ship your order.

5.  Why we do not accept return/exchange of sold items

     We do all check when we receive our stocks and also before packing for delivery to
     customers, hence chances of defects product are near to zero.

     If you do receive a defect item, please take a photo immediately after you receive the
     parcel, contact us and send us the photo.

     We will investigate and process refund of the defect item cost (exclude shipping charges)
     to you.

     All personalized products are not allowed for any exchange of products.

6.  Do you compensate me if the parcel lost in delivery?

     Yes, in case of lost in delivery as confirmed by the post service which handle your local delivery. we will compensate the product cost only. However, we will not compensate you if the tracking result shows that the parcel has been delivered and you claim that you do not receive it. Therefore, buyers must take charge of tracking your own parcel. In case you find any unusual tracking result, you can contact us immediately for assistance.
    
     Please click here for "Terms and Conditions for Shipping and Compensation" for more
     information.

7.  Do you compensate me if parcels are withheld by custom and returned back to you?

     We are sorry to tell that we do not compensate (both order amount and shipping cost)
     if your parcel is withheld by the custom.  If the parcel is returned to us, we can issue refund of product price only and not the shipping cost.
     We can reship your order if it is returned back to us. Shipping cost will be borne by you.
     Please click here for "Terms and Conditions for Shipping and Compensation" for more
     information.

8.  What should I do if I have given an incomplete/incorrect shipping address?

     If you find out that an incomplete/incorrect has been given to us, please contact us
     immediately at bjscraftandjewelry@gmail.com.  We will update the address immediately
     for you if your order has not been shipped. Otherwise, we will not be able to do anything
     if your order is shipped. We do not compensate you if a wrong shipping address is given
     to us.  Please click here for "Terms and Conditions for Shipping and Compensation" for
     more information.

9.  How many days do you take to process my order till shipment?

    Personalized bags, jewelries: min. 7-10 days before shipment

    Personalized woodwork: min. 5-7 days before shipment

    Craft supply: min. 4-6 days before shipment


    Please allow us for at least extra 2 more days to send out the shipping notification. During the sales promotion, we will take extra few days processing time due to huge number of orders.

10.  How much do I need to spend to get freebies?

       All craft supply orders come with some freebies, no min. order amount :) 

11.  Would you be able to expedite my order if I need it urgently?

      We are sorry to tell that we do not accept URGENT orders. 
      

12.  Do you offer free shipping?

       Yes, we have free shipping for order amount (after discount, if any) above AU$250. 
       When your shopping cart total order amount is above AU$250, "Free Shipping" option
       will appear in the Shipping Method option, please click and select "Free Shipping" then
       proceed to checkout your shopping cart.

13.  Would you refund extra shipping costs?

      Yes, please allow us 1-2 days to process overcharged shipping cost (if any) after
      we sent out the Tracking Number to you.

14.  Why the shipping calculation is not showing the shipping charges/I can not check out my shopping cart?

      Please contact us using the chat box/email if you see the shipping charges not showing any shipping cost or you can't check out the shopping cart. This happens most probably is because our shipping system does not include your destination country. Contact us and provide your delivery address, we will check for you and include your destination country.

15.  Return Policy

     We accept a return products but not a personalized products. Returned shipping cost would be borne by buyers if you wish to return the products to us for a refund. Unwanted products have to be returned to us within 7 days after the delivery date as mentioned in the parcel tracking record. We allow extra days, i.e. 21 days during Christmas to New Year time yearly.  We will issue a refund of the product cost only once we receive the returned product. 

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