We hope you love what you've ordered! But just in case you're not 100% satisfied and we want to make sure your shopping experience is both easy and comfortable. We have taken great measures to ensure that all silver and custom photo jewelry orders are safe, secure. 

60-DAY RETURN & EXCHANGE POLICY

Items shipped from thophia.com can be returned within 60 days upon receipt. If there is any quality problem, you may contact us free time to return or exchange the unused item in its original condition from the date of their receipt.

RETURN & EXCHANGE CONDITIONS

1. Items without contacting customer service in advance will not be accepted.
2. We sent the wrong order or item(s), you received any broken items, or the quality of the products you received is poor/defective.
3. You received the incorrect photo charm. If the picture’s appearance is different from the photo provided to Thophia.
4. The time frame for return & exchange must not exceed 60 days from when the original order was received.
5. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way or have been exchanged before.
6. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
7. Personalized items with "engravings" and "photos" that are not quality issues, such as rings, necklaces,and bracelets, are not included in the 60-day Return & Exchange P

Note: 

1. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.
2. All return shipping fees will be borne by the buyer and we will charge a 10% processing fee.
3. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
4. We will not provide any exchange or return on jewelrywithout our permission, and all loss will be afforded by customers.

NON-RETURNABLE

1. You chose the wrong size bracelet(s) or ring(s).
2. Personal Reasons due to changed mind, personal taste, etc.
3. Items without jewelry tagor that is damaged by misuse, mishandling, or poor maintenance.
4. Certain promotional (marked "Final Sale") or clearance items are not eligible for a refund, replacement, or resize.
5. "Design your own" item(s), the stone color, metal, and chain length, etc. chosen based on your personal preference are non-refundable. Thophia will charge some restocking fee for the exchange of these items.Please contact our customer service center for details.
6. Personalized items with “engravings” and “photos”, such as rings, necklaces,and bracelets, are non-refundable. A certain replenishment fee is charged for the replacement of personalized goods.
7. Special order items such as those with custom sizes and colors are not refundable. 
8. If the item(s) is not a quality problem, we will not accept returns

RETURN PROCEDURE

You must first contact our customer service following the below steps before sending any item back.

Step1. Please offer the order number of the products from Thophia official website.

 

Step2. Describe the problems, or upload some images about the problem, send the issues you claim to service@thophia.com

 

Step3. Our support team will reply to the issue and offer solutions within 24 hours.

 

Step4. If you are not completely satisfied with our products and need to return the products, please note the followings:

• Buyer must provide sufficient proof of purchase
• The defective item’s serial number and/or visible proof depicting the defect are required
• It may be necessary to return an item for quality inspection

 

Step5. Offer your tracking number to sservice@thophia.com

 

Step6. Returns will take approximately 1 working day for the process once the goods have arrived. Refunds will be approved within 2 working days. The precise length depends on the payment provider used (e.g. PayPal, the credit card company, etc).  Any product returned found not to be defective can be refunded. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.

Note:

Please send an email to service@thophia.com to inquire about the return and exchange process before returning the goods. We will provide you with the return address. We do not accept return packages without notice. Note that the return address is not the address on the package!

REFUNDS

Returns will be processed within 24 hours upon receipt of your package. The refund will be issued to your original payment account and cannot be returned to alternate cards or different forms of payment.

Note:

1. After processing the return, we will provide a refund voucher, but the specific payment arrival time is determined by the bank, and we do not know and process it.
2. The shipping rate before the discount was applied and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.

ORDER CANCELLING

We can cancel the order for you if you contact us in time after your purchase.

1. If your payment finished and the parcel is not shipped out (Order processed within 3-5 working days), pls contact us to cancel or change your package.
2. Orders can't be canceled once the parcel is shipped out
3. Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours.
4. If contact us within 24-72 hours after your payment finished, 20% of the order total will be charged as material and processing fee.
5. If after 72 hours, 50% of the order total will be charged as material and processing fee.

ADDRESS CHANGES

If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!

Note：

The address cannot be changed after shipping, so please make sure that your address is filled in correctly after ordering and before shipping.

Thophia.com reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our service@thophia.com, We will reply to you within 1 working day.