FAQs

 ACCOUNT

How do I Register?

You can use your email and phone number to register on our website。 It’s easily to create your own Kosinerjewelry profile by clicking here to register.

 

Why can’t I log into my account?

Check your login details carefully. Make sure the email address is the same as your registered one, and correct password. Besides, make sure your browser accepts cookies. It might be a problem caused by Kosinerjewelry system maintenance; please wait 15 minutes and try again. If you still can't login your account, please contact our Custom Service and feedback the problem.

 

How do I change details of my account?

After logging in, you can edit your account details:

1) Edit/update your profile

2) Add/update your address management

3) Edit your measurements

4)Change your password Please note: The registered email address cannot be changed.

If you have any problems with account editing, you can see your account manager information in your reference and ask for help.

  

How do I update my email address?

Really sorry for this inconvenience. But we cannot change your registration email address for your Kosinerjewelry account. This is about your account safety.

How to use coupon?

Fill up the coupon code in the box when "checkout". Per Order, only can use one coupon code. And cannot be stacked.

 

 

ORDER

Do I need an account to place an order?

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

 

How do I place my order?

Ordering online from Kosinerjewelry is easy! First, pls login your Kosinerjewelry 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!

 

Can I make changes to the order I placed?

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

 

How can I correct my shipping address?

You can correct your shipping address on your checkout page.

 

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.

 

What is the meaning of different order status?

1.Pending payment

This order is pending payment. Please feel free to pay for your order now. Once we receive your payment, we will process your order.

2.Confirmed

You have paid for the order. We will process the order immediately after you have paid.

3.Processing

Kosinerjewelry usually processes orders within 1-2 business days after payment.

4.Shipped or Completed

These orders have been successfully shipped or signed for and cannot be cancelled.

 

How to add items to a confirmed order?

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

 

How to cancel the order?

Please contact your advisor to help you cancel the Order directly.

 

PAYMENT

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

 

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

(4) Bank Transfer

 

What currencies can I use?

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

 

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 contact service@kosiners.com.

 

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.

 

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.

 

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

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

 

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.

 

SHIPPING

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. Therefore, the more you buy, the cheaper the shipping cost. For more shipping information, please refer to our shipping for more details.

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 1-2 business days. If you order many items, the processing time depends on the item that needs time most.

 

Can I choose other shipping agents?

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

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

We will ship your goods 1-2 business days after receiving your payment. When your goods are shipped, we will send the information to your registered email.

 

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 200 pieces of each style, and you need to pay for paper and provide designs.

 

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.

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. Please contact your sales manager before placing order if you are not sure about the case.

 

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.

 

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.

 

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.

 

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.

 

RETURNS AND REFUNDS

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 parcel. 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.

 

What is your return and refund policy?

Please refer to our return and refund policy.

 

How to use my credit?

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

 

How can I find my refund?

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

 

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.

 

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.

 

What if I received a defective item?

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