30-Day No-Worry Policy & Refund policy
We want our customers to be happy with their purchases and do everything we can to ensure our products are of good quality and our customer's shopping experience is exceptional.
30-Day No-Worry Policy
To us, no order is complete until you have happily worn our products for months. This is why we created the '30-Day No-Worry Policy'. This policy ensures that you can easily apply for a new one if the item you bought has been damaged or tarnished within 30 days after you receive your goods. This policy applies to all kinds of situations. Whether the item was dropped to the ground by your careless friend or was chewed by your lovely pet etc, we are happy to get you a new one.
You can simply contact us at info@neverlandacc.com with the item's current picture and explain what happened to it. You can choose one of the following methods to get a new one after we approve your application:
Option 1 (recommended): Leave a note in your shopping cart when you purchase from us next time, and we will ship the item out along with other goods you purchase.
Option 2: Pay $9 for shipping and we will ship the item out within 5 days.
This policy only applies to FASHION JEWELRY.
For subscription service, we will ship the item out with your next box.
We are sorry that we cannot provide this service to fine jewelry due to its high cost. However, we will try our best to make our customers happy and satisfied.
Damaged and Wrong Items
Please inspect your order upon reception. If the item is defective or damaged or if you receive the wrong item, please contact us at info@neverlandacc.com, within 3 days after you receiving your goods. If it is our fault, we will ship you a new item of your choice (of which the price is equal to or lower than the original item) and a gift to show our apology.
Lost and Damaged Package
We strongly recommend adding the package protection in the shopping cart when you checkout. While we try to provide the best customer service for all our customers, we are sorry to say that there is little we can do about the situation where the package is stolen after being delivered successfully.
For issues with delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the local shipping company of that order. Sometimes carriers will prematurely mark shipments as “delivered”, or need additional information from you to complete the delivery.
If you’re unable to resolve the issue with the shipping company, please contact us online or through email within 3 days of the package being marked as delivered. If it is not our fault, we will not be able to offer you a refund. However, we may send out a new package for you depending on the situation.
14-Day Cooling Off Period
Notwithstanding the above, you have the right to cancel or return your order within 14 days of receiving your goods, for any reason, without justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Unfortunately, we cannot accept returns on final sale items or gift cards.
To start a return, you can contact us at info@neverlandacc.com and we’ll notify you where the returned item will need to be sent. Items sent back to us without first requesting a return will not be accepted. Please note that you will be responsible for the cost of shipping to our warehouse in China as well as Customs duties and fees. You can choose whichever carrier you like for the shipping, as long as it can provide an eligible tracking number for the return.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. You’ll be automatically refunded on your original payment method within 5 days if approved. Please note that we will deduct $15 for the handling fee from your full refund. Also, we are unable to refund duties and fees paid to Customs as part of the initial order. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exchanges
We do not offer exchanges at this time. The best way to ensure you get what you want is to return the item you have (please refer to '14-Day Cooling Off Period'), and once the return is accepted, make a separate purchase for the new item.
You can always contact us if you have further questions at info@neverlandacc.com or online. We hope you have a great shopping experience with us.