Refund&Returns

At custom365d, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, please contact us and we will be happy to work with you.

Please contact us by email at support@custom365d.com and we will provide you with instructions on completing your refund.

Cancellations for Custom Designs

Every piece of jewelry we create is 100% custom, which means we can’t take it back and put it in stock for another customer.

• We don’t offer full refund/return or cancellations after you’ve approved your final proposal and once the mold process has started (all design, 3D mock-up, mold and production videos, final videos are sent to you for confirmation).
• Once the design process has started, we cannot issue a full refund because we have already paid the designer to begin creating your custom product.
• We can offer a partial refund of 30%–40% based on the circumstances.
• If it exceeds one year, we do not offer the service of canceling and refunding the design fee.
• If you don’t like the custom piece, you can change to other products, but part of the design fee will be deducted.
• If you don’t want to proceed now, you can contact us to continue when you want to.

Lost Package Policy

If your package goes missing during shipping, we are unable to offer a refund or cancel the service, as you have approved all designs and production steps, and our team has completed your piece and shipped it to the correct address you provided.

We will determine the cause of the lost package based on the logistics company’s investigation results and will then decide on a compensation plan and how the responsibility will be shared.

1.5 Years Warranty

• All items (excluding gifts and discounted items) come with a 1.5-year limited warranty against substantive manufacturing defects in materials or workmanship and normal wear and tear. Customer negligence is not covered. custom365d is not responsible for incidental damage on items.
• Repairs only cover the specific reported issue and do not include re-electroplating. Re-electroplating requires an additional fee.
• If there is any problem during normal use within 1.5 years from the delivery date, you can ship it back to us and we will fix it for you. Please contact our Customer Service to get the return address. You can email support@custom365d.com and we will provide instructions on how to ship back.
• All return and reshipping costs for repairs are the customer’s responsibility.
• Kindly be advised that complimentary gifts are not eligible for free after-sales support. Should you require any servicing, it will be subject to a standard fee.
• For issues such as fading, clasps, closures, or stone loss, we provide one free repair only within the warranty period. If more than one service is needed, we will determine the charge based on the complexity of the custom product. Please contact our customer service for confirmation.
• For smaller, lower-priced items such as stud earrings, we provide two convenient after-sales options to make the process easier and more cost-effective for you:
  • 1️⃣ Local Repair Credit
    We can offer a $30 credit so you can quickly repair the item at a local jewelry shop near you.
  • 2️⃣ Full Remake Option
    We can remake the item for you at no extra cost on the product, but we kindly ask you to cover the $50 international shipping fee.
    (Or we can ship it together with your next package — in that case, you won’t need to pay separate shipping.)

Refund Methods

After we submit the refund, we will show you a screenshot as proof.

If customer paid in PayPal page:

1. If you use PayPal to pay directly, it will be refunded to your PayPal.
2. If you use a card to pay in PayPal, PayPal will refund to your card.

More details: PayPal refund help

If customer paid with credit card or debit card on the website:

Our team has submitted the refund. Refunds will be transferred to your bank account in three to ten business days, which depends on your bank.