FAQ

Is it necessary for me to register an account in order to buy an item?

No. By creating (or using) an account during the purchasing process you will have 3 things made so much easier for yourself:

- keeping track of your order's delivery status
- changing or canceling the order
- using your previous purchase history to become eligible for a Loyal Customer's discount

When will I receive my order?

Delivery Time= Processing Time + Shipping Time Processing time differs from product to product. Some popular styles can be shipped out within 3-5 days, while engraved or custom orders may take up to 7-15 business days. Shipping time depends on the shipping method you selected. For more information, please check Shipping & Delivery.

If I want to change/modify order information(like color, size, billing address, shipping address, shipping method), what should I do?

Please note that we can only change/modify your order before shipment. Therefore, please be more careful to place the order. If there are changes, please feel free to contact us.

How do I know if my order is placed successfully?

You will receive an order confirmation email when your order has been placed successfully. By visiting the Track My Order, you can check the status of your order.

Do all of your items ships from the USA?

Asiley has warehouses in California, China, and Dubai. Your items will be shipped from the nearest facility that stocks the item you ordered.

Can I cancel my order?

If your order has not been shipped out, you can submit a ticket or chat with us to cancel it. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

How long does delivery normally take?

I still haven’t receive my package. Where is it?

Your estimated delivery date including processing time and delivery time – please allow up to this date for your order to arrive. Please check the Shipping & Delivery page for details. If your estimated delivery date has passed and you haven’t received your order, please contact us without hesitation.

How do I know if my order is placed successfully?

You will receive an order confirmation email when your order has been placed successfully. By visiting the Track My Order, you can check the status of your order.

How can I track my order?

Once your order is placed, you will receive an order confirmation email. You can also log in to our website and track your order under “Account> My account> My orders”. Once your order is shipped, you will receive an email with tracking number.

What’s your return policy?

We offer an easy, hassle-free 60-day return policy. If you are not completely satisfied with your purchase, you may return it for a refund within 60 days of the delivery date. If you would like to know more, please view our 60-day return policy.

How to return an order?

To request a return, or if you otherwise require assistance, please contact our Customer Service Department. After we receive the returned order, our Quality Assurance department will inspect and verify the condition of the item. Once inspection is complete, your return will be fully processed.

If I don’t satisfied with your products, can I return it?

Of course. We offer a 60-day return policy if you are not satisfied with your order. Your may check the details of our 60-day return policy.

If I receive a wrong/damaged/defective item, what should I do?

Submit a ticket with picture(s) of the wrong/damaged/defective item as well as your order NO. so that we can solve your problem as soon as possible.

What items can’t be returned?

1.Personalized items with “engravings”, such as rings, necklaces and bracelets, are non-refundable.
2.Special order items such as those with custom sizes and colors are not refundable.
3.Items without jewelry tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
4.Items that were worn, or sent to you as Replacement/Exchange are not refundable.

How soon will I receive my refund for the return?

Returns will be processed within 5 days upon receipt of your package. The refund will be issued either in the original payment method or via store credit as you requested. Once your refund has been issued, you will receive a confirmation email.

Will I receive the item exactly like the pictures shown on your website?

When you choose a jewelry on Asiley, you will see an image of your item. This image is intended to give you an idea as to what your item will look like. Though we do our best to provide an accurate representation of the actual item, there may some differences (e.g. with respect to stone colors and size). Please ensure to review the item details which outline stone shapes and sizes.