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FAQ

Q1: Can I get a refund if I don’t like my item?

A1. According to refund policy

We do not offer refunds for incorrectly ordered items. Per our policy on Changing or Updating an Order, you have 24 hours to change your order if anything was incorrect.

Q2. Can I get a refund if my item is damaged?

A2. We guarantee the quality of our products. If you report your item damaged within 24 hours of receipt we will provide a full refund, less shipping. Please send us a clear photo of the damage on your item, and a detailed description of the damage, within 24 hours to info@shop-eu.com

Q3. Can I get a new item if my item arrives damaged?

A3.We guarantee the quality of our products. If you report your item damaged within 24 hours of receipt we will have a new one made for you at no charge. Please send us a clear photo of the damage on your item, and a detailed description of the damage within 24 hours to info@shop-eu.com  

In the event that we cannot replace your item, we will issue you a full refund, less shipping.

Q4. What happens if my item is damaged after use it?

A4. shop-EU is not responsible for items damaged after wearing.

Q5. What do I do if I received the wrong item?

A5. Please contact us at info@shop-eu.com with the exact details of the item you received and someone from our customer support team will be happy to help straighten it out for you!

Q6. My item doesn’t look like it does online.

A6. Many of the product photos on shop-EU.com are computer renderings. The actual product may look slightly different than the images of the items. Generally, this only affects smaller details on items as they won’t appear as sharp as they looked in the rendered photo. This discrepancy is due to the normal casting and polishing processes of precious metals.

Q7. I ordered the wrong item - can I change my order?

A7.  To process your order it takes maximum 1-2 days. Once your product is shipped the order can not be cancelled any more. To cancel your order please contact: info@shop-eu.com

Q8. Can I add an item to my order?

A8. For security purposes, we don’t hold credit card information in our system. If you would like to purchase another item and have already completed your order, you will need to place another order. If you need help placing an order, feel free to contact us at info@shop-eu.com

Q9. Can I add an item to my order?

A9. For security purposes, we don’t hold credit card information in our system. If you would like to purchase another item and have already completed your order, you will need to place another order. If you need help placing an order, feel free to contact us at info@shop-EU.com

Q10. Can I customize my item?

A11. Unfortunately, we are currently unable to customize or personalize items.

Q12. What happens if an item doesn’t reach?

A12. Once the order is confirmed, we ensure the product to reach on time, in an exceptional case if an item is not reached to the customer within 4-5 weeks, we will cancel the order upon an agreement with the customer and issue the full refund, including shipping.

Q13. What if I didn’t receive my confirmation email?

A13. No worries, we can send it to you! Just contact us at info@shop-eu.com and we’ll resend it to you. 

Q14. What is my order number?

A14. Your order number is part of the Confirmation Email that is sent to you immediately after you place your order. This number is unique to your order and allows you to track its progress.

Q15. How can you look up my order?

A15. The best way for us to find your order when you contact us is to include your order number -can be found in your order confirmation email. If you’re only looking to see the status of your order, you can track your product using shipping track number.

Q16. When is my card charged?

A16. Your card is charged immediately after you make your purchase. For security reasons and the length of time it takes to produce each item, we cannot hold pending charges in our system and charge you when the item ships. See our Refund Policy or read about terms of services etc..

Q17. What payment methods do you accept?

A17. We accept all major credit and debit cards, including Visa, MasterCard, PayPal etc.for any other payment terms please contact info@shop-eu.com

Q18. Is my payment secure?

Yes, it is 100% secure. We work with one of the leading global payment providers – Stripe. Stripe is Level 1 PCI certified (the highest level attainable), and uses the most up-to-date SSL and encryption security techniques to ensure all payments flowing through their platform are protected.

Q19. How do you ship your packages?

A19. Mostly used shipping services are by ePacket. Of course with tracking number

Q 20. How much does shipping cost?

A20. Shipping costs about $3.99 per order. It may increase depending on the product volume/weight see our shipping price policy.

Q 21. Can I change my shipping address?

A21. You can do this at any time before your order is shipped. Contact us at info@shop-EU.com and one of our customer support team members will help you out!  

When your item is shipped you will receive an email confirmation with tracking information. Once your item has shipped, you can no longer change your shipping address.

Q 22. I have more than one order - can they be shipped together?

A22. Currently we cannot match separate orders in our system. This means we have to ship each order separately.
I ordered multiple items in the same order, will they be shipped together?

We ship items individually as soon as we receive them from our manufacturer. You may receive multiple shipments for your order.

Q23. Can I track my order?

A23. Definitely! If your item is still in production, you can track its status with our Order Tracker. 

Q24. What if my shipping tracking isn’t moving?

A24. Once we ship something, the shipper is responsible for the transit of the shipment. It may take 1-2 business days for the carrier’s tracking information to update with initial shipping information. If after 3 business days the shipment tracking has still not updated, or if your shipment stop updating before delivery, please contact us at info@shop-eu.com 

Q25. How long it takes to reach the item to the customer

A25 Once a order is confirmed. It takes 2-3 business days for the order processing, packaging and shipment. In general 10 working days to arrive the item in customer’s hand