Order Status 
• Has my order shipped? 
• How do I change quantities or cancel an item in my order? 
• How do I track my order? 
• My order never arrived. 
• An item is missing from my shipment. 
• My product is missing parts. 
• When will my backorder arrive? 
My Account 
• How do I create an account? 
• How do I edit my account information? 
• How much is my shipping? 
• I forgot my password. 
• How do I return my product? 
• I received the wrong product. 
• What is your return policy? 
• When will my order ship? 
International Shipping 
• Do you ship to my country? 
• What are my payment choices? 
• When will my order ship and what are my shipping charges? 
• What is the return policy? 
Guarantees 
• Low Price Guarantee 
• Privacy Policy 
• Security 
Pricing and Billing 
• Do I have to pay sales tax? 
• I have a question on my charges. 
• I need a copy of my receipt/invoice. 
• When will my credit appear on my account? 
• When will my credit card be charged? 
Buyer's Guide 
• How do I buy/redeem a gift certificate? 
• How do I find my product? 
• How do I navigate the site? 
• How do I use a coupon? 
Additional Support 
• How do I contact you? 

 

 

 

THIS PAGE IS STILL BEING UPDATED TO PROVIDE YOU WITH BETTER INFORMATION AND SELF SERVICE.

 

HAS MY ORDER BEEN SHIPPED?

You can log into your account information. Go to "Account Details and Order History."  You should see your purchase orders and the updated shipping information there.  Don't see your information, contact us.  We will get back to you within 72 hours.  

**For customers who checked out as "guest" and did NOT create a customer profile/account, you won't be able to see your account details or order history.  We give you the option to create an account with us or check out as "guest" but we highly encourage customers to create a customer account so that they can keep track of their orders.  

 

• How do I change quantities or cancel an item in my order? 

Once your order goes through, and you have received a confirmation email from us, you will NOT be able to change the quantities or cancel an item in your order.  If your package has not been shipped yet, you can contact us and we can make the changes for you manually.  If you are subtracting quantities or cancelling an item on your order, we will issue you a refund for the credited amount back to your account (the original method of payment will be issued).  If you are adding quantities to your order, we will email you an invoice for the difference for the extra items.  Once you pay the invoice, we will be able to ship the extra quantities together with your original order.

 

HOW DO I TRACK MY ORDER?

http://www.studio11charms.com/pages/track-your-order

 

MY ORDER NEVER ARRIVED?

1. check the tracking information: http://www.studio11charms.com/pages/track-your-order

2. contact us and let us know your order number and the date that the order was placed (if you know it), your address, name of the shipping address.  All information must match the original confirmation email so that we can look up your information to help you track down the package.

3. USA customers, has it been 30 days past ship date?  The post office requires that 30 days must pass until a "missing" and "lost" package claim can be filed.  The post office also asks to give packages 30 days from ship date to arrive domestically since standard, first class domestic, and priority mail are non guarantee date delivery services. ONLY Express 1-2 days shipping is guarantee a ship date from the post office.  

4. If 30 days have passed and your package is a no show for USA customers, we will send you a replacement package (if your item is in stock).  If your items are no longer in stock, you can choose a replacement item for the ones that are out of stock.  Replacement items must be comparable in value to the original items. 

 

AN ITEM IS MISSING FROM SHIPMENT:

We apologize if this is your scenario.  We double check all packages before they are shipped; however we are only human, so mistakes sometimes happens.  If you are a missing items from your order, please let us know as soon as possible (within 7 days of receiving the parcel).  And if we have the missing item in stock or if we can make it for you, and will send it out to you with no extra cost (if it is our fault).  Even if you have made a mistake during the order and ordered less than the quantity that you wanted, we can always invoice for the extra and ship you the additional items that you want.  But buyer will have to pay for the shipping charges and extra items if it is a mistake on your part. But everything can be taken care of quickly if you contact us early and are willing to work with us for us to help you.

 

MY ITEM ARRIVED DAMAGED:

We double check all packages before they are shipped for quality and flaws and only ship items as described in the listing.  If your item is damaged due to negligence at the post office, this is an easy fix.  We can send you a replacement item (if the item is in stock).  If a replacement item is not available, you can choose a comparable item for us to send as your replacement. 

 

WHEN WILL MY BACK ORDER ITEM ARRIVE?

Back ordered items are items that are currently not in stock.  Upon our approval, if items are being restocked, we will allow back order purchases to take place.  Back ordered items depend on many factors and can take from 1-2 months to get the items back in stock.  This is why we only customers to purchase back order items if they have first talk to us about the back order items.  And the customer are aware of the longer waiting time and the customer must be okay with the longer waiting time.  We cannot control back order processing on many items.  If you have waited more than 2 months for back ordered items, please contact us and we are happy to send you a comparable item or give you a full refund if you have already paid. 

 

HOW DO I CREATE AN ACCOUNT?

Just click on "login" icon at the top of the website main homepage and follow the prompting to key in your information.

Any problem, you can contact us for help.  It is really easy to set up your account with your name, shipping address, and email. 

 

HOW DO I EDIT MY ACCOUNT INFORMATION?

There should be an "edit" icon or link option next to the information that you can change.  Click on this and follow the direction.  

HOW MUCH IS MY SHIPPING?

Shipping is calculated based on weight, value of the parcel, and package dimensions.  Shipping price is what is quoted to us by the post office provider.  Shipping also includes the cost of the packaging because this is what it will cost us to prepare your package for shipment and to make sure that all items are safe for their journey to you.  Depending on the size of the order and items type, the post office provider may charge us a handling fee, which we must include in the cost of shipping.  Shipping cost is quoted to you upon check out before you pay.  Shipping cost varies so if you have a specific question about your parcel, please send us an email with your question.  

Insurance and Rush shipping services are separate costs and it is available upon requests from the buyer.  Buyer is responsible for requesting and paying for insurance and rush shipping cost if you request these services.  

Our shop also provides FREE SHIPPING services if your order total and quantity qualifies.  Please sign up for our email list to be notified of Free Shipping Promotions and qualifying orders. 

 

I FORGOT MY PASSWORD?

Not a problem.  There should be an option to change your password and retrieve lost passwords in the "my account" information section.  If you need assistance with this, send us an email.  Emails will be answered as soon as possible within 1-3 business days.  We are closed on the weekends and holidays.  **We do NOT have access to your password (it is encrypted).  So if you forgot your password and need a reset, it will be a whole new password generated by the computer and program and email to you.  We will NEVER see the new password or the old password.  

 

HOW DO I RETURN MY PRODUCT / RETURN POLICY?

All items are inspected for quality before shipment.  And we also take pictures of parcels items before they are shipped for proof of quality check.

Most items are final sales.  Customs items are final sales.  Clearance items are final sales.  Sales items are final sales.  Mix and Match custom listings are final sales.  No returns, no exchanges, and no refunds on those items.  So asks all questions before you finish checking out.  We try to provide as much information as possible on the items conditions, descriptions, and pictures so that you know exactly what you are receiving.  We cannot be responsible if you do not read product descriptions, do not read shop policies, don't view product pictures, and don't ask questions before you check out.  ALL items are inspected for quality and flaws before they are shipped.  So if you receive a damaged item, make sure that you have purchased insurance.  The insurance company will take care of the compensation because we purchase all insurance in the customer's name, so all compensations will go directly to the buyer.  We cannot take responsibility for damaged packages if it is the fault of the shipping company.  This is why insurance is highly recommended.  Contact us if you are unsure if your item qualifies for returns.  All qualified return items must be shipped back within 7 days of approval so that we can take care of this quickly.  Any return parcels that are post marked later than the 7 days requirement will be sent back to the sender.  

All returned items must be good conditions so that we can resale the items.  If items arrived and are NOT in the conditions that was originally shipped, the items will be returned back to the sender and returns will be denied.  Please be fair!  

Because Most of our items are final sales, no exchanges and no returns.  If you need a sample of an item before you purchase a large lot, we do provide samples.  Most samples are free of charge, but buyer are responsible for the shipping cost.  See this listing for sample requests: http://www.studio11charms.com/products/request-a-sample

 

I RECEIVED THE WRONG PRODUCT?

We apologize if your parcel fits this topic.  We double check all orders and invoices before they are sealed, packaged, and shipped out.  But we are only human so sometimes can make mistakes.  Just let us know what items were missing from the order and we will send you the missing items right away.  If the requested item is not instock, we can offer you comparable products replacements or give you a refund.  But if you order the wrong product, then we can't take responsibility for someone else's mistake.  But, depending on the items that were ordered by mistake, we may be able to offer you an exchange for the correct items.  But buyer is responsible for the shipping cost of the exchanged items.  Just let us know what the situation is and we are confident that we can work with you to resolve the problem.  If the customer mistakenly ordered the wrong item option, we cannot be responsible for replacements for all cameos, buttons, designer frames, etc...  All items that are made to order items and custom items will not be replaced or exchanged if the customer order the wrong item.  We cannot control this, so it is your responsibility as a customer to make sure that your order is correct.  We have way too many customers and not enough staff to send out personalized emails to make sure that you ordered the wrong items.  

 

WHEN WILL MY ORDER SHIP?

Depending on the items that you order and the total order size, shipping and making time will vary.  

Items that needs to be made will require at least 3-5 days minimum for making time.  Most items like glass cabochons and low resin cameos will require 7-10 days for making time. 

Custom orders will take at least 1-2 weeks, may take up to 4 weeks or longer for certain orders depending on the difficulty of the order and the order size.  Custom order making time is usually given to the buyer as an estimate before work will begin so that you will know what to expect.  

All items are inspected for quality before shipment.  So if upon inspection and we find that some items in your order need to be redo, this will extend order ship time for a few extra days.  Most items making process cannot be rushed for quality purposes.  We cannot rush items drying and curing time.  

If you need items in a rush, please purchase rush shipping before you check out. 

 

INTERNATIONAL SHIPPING

A. DO YOU SHIP TO MY COUNTRY?

We ship to where ever the USA post office provides shipping service.

We DO NOT ship to Italy, due to so many shipping delays caused by the Italian customs holding onto our packages for inspection.  We just don't want to deal with non understanding and angry Italian customers who do not want to pay for rush shipping but demands rush shipping international services and do not understand that their country's customs are slow.  So we are sorry but we cannot ship to Italy anymore.  

International shipping is estimated to be from 2-4 weeks, and can take up to 8-10 weeks if customs hold your package for inspection.  We cannot control the customs departments in so many international countries, they are operated by the receiving country's government.  So it is the responsibility of the buyer to know the shipping policy of your country.  And buyers are also responsible to pay for any customs, tariffs, duties, and quotas fees to retrieve the package.  We are NOT responsible for this since these are fees that may be added on from the customs department.  Most packages do not incur these fees, but it is up to the determination of the customs department on which package they will charge extra fees.  

B. WHAT ARE MY PAYMENT CHOICES?

We accept all major credit cards and Paypal. 

C. WHEN WILL MY ORDER SHIP AND WHAT ARE MY SHIPPING CHARGES?

Please see Shipping charges and When will my order ship from above.  

D. WHAT IS THE RETURN POLICY?

Please see returns and return policy above.

 

LOW PRICE GUARANTEE:

We do our very best to keep costs low and still maintain high quality items.  

If you find the same products somewhere else (a USA seller), we may be able to match the price.  However, you must provide proof of the other sellers's shop venue, and the product listing for us to verify the price, and we are more than happy to match their prices if we can.  

Sorry, but we are not able to price match from sellers outside of the USA.  We source only high quality items that are non-toxic, or as close to being non-toxic as possible, and environmentally friendly.  

 

PRIVACY POLICY:

We do NOT share your information with anyone.  If you signed up to receive our emails and coupons, you will be receiving up to 1 emails a week.  Organizing emails takes time and we do not have much time devoted to sending you emails.  So no spamming here.  Payment info is kept between you and the payment processing services like Paypal and our 3rd party payment processing company like Authorize.net.  We do not have access to your information.  Any information that we received from them is for the purpose of filling your orders only.  

 

PRICING AND BILLING

A. DO I HAVE TO PAY SALES TAX?

We have to follow the USA IRS Retail Tax Laws.  So if the state and the IRS require us to charge a sales tax, then we must comply.  So unless it is required by your state or country, then you will not be charged a sales tax.  We have to follow the tax laws that is our home state and the tax laws that are in the states of the recipient/buyer.  And tax laws are always changing so we have the right to charge a sales tax to comply with the most current retail tax laws at anytime without prior notice so that we can comply with the government. 

B. I NEED A COPY OF MY RECEIPT/INVOICE?

When you make a purchase, your receipt was emailed to you.  The email that you have provided when you check out is the email that the receipt will be emailed to.  If in the event that a receipt was not emailed to you or you accidentally deleted it from your spam folder, you can log into your account and look under account information and order information.  Your receipt/ invoice will be located there.  

C.WHEN WILL MY CREDIT APPEAR ON MY ACCOUNT?

If you have received a refund, refunds are issued by us immediately upon receiving the returned items and inspection them to make sure that they have been returned in the condition that we have sent them out to you.  The time when we issued the refund to when you will see the credit show up in your account will depend on your method of payment and your financial institution.  This process can take up to 10-30 days.  We have no control over this because we do not have access to your account information or your credit card information.  You can always call your credit card or bank and they will be able to let you know when you can expect your credit to show up in your statement or account. 

D. WHEN WILL MY CREDIT CARD BE CHARGED?

 Your credit card will be charged the moment that the transaction successfully went through.