FAQs

Your satisfaction with our products and comfort in ordering

General Inquiry
1.Where are based and where are you shipped from?

We register in France but some of the items are shipped from some parts of China, we guarantee the quality and fast shipping way as you choose, your satisfaction is the most important thing we are concerned.

2.Why the processing time is so long?

Sorry to confuse you. Since our products are made to order, we need some days to prepare it and another 7-15 days to ship it. Once your order is completed, we will arrange for shipment immediately and send you a confirmation email including the tracking number. If you don't receive the confirmation email till the estimated shipping date, please contact us. Your understanding will be highly appreciated.

3.How can I change the order after paid?

As far as you know, we begin customizing your order immediately after you paid. If you want to change an order, please contact us within 24 hours.
Sending changing requests over 24 hours after placing order. There is no guarantee that the modification can be successful.

4.I have a special request for my necklace, what should I do?

Just contact us and let us know your requirement before place your order, and we will make sure whether we can meet your requests and the corresponding costs.
You can email us at:shenglv2021@outlook.com 

5. I’ve Sent Emails but Did Not Receive a Response

Ensuring that your message/email is sent to our Customer Service team, not to our other departments. Be sure to double check the Contact Email address you provide, before clicking on “Submit”. You may expect our Customer Service Team’s response, through email, within 24 hours.

6.How to contact us?

Your satisfaction with our products and comfort in ordering online from www.Forminimalis.com is very important to us. If you have any questions, comments or suggestions, please feel free to contact us.If we are unable to reply,please leave a message,we will reply to you within 24 hours.

Email:shenglv2021@outlook.com 
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Order Issues
1.How to order?

Ordering is easy and simple here. Just follow the steps mentioned, and here are some instructions.
Step1. View the products and choose one piece of jewelry you want.
Step2. Then, you enter the desired inscription from the drop box menu and choice the options that are available.
Step3. Click on the “Add to Cart” button.
Step4. Click the shopping cart and confirm what you selected and update the quantity. If there are no problems, click "Continue to Checkout".
Step5. Complete buyer information, shipping and payment option. Click "Continue Checkout" to make the payment. If you have a PayPal account, You can pay with your PayPal account, otherwise you can pay with a debit or credit card via PayPal payment page.
Step6. Input your shipping address, email address and phone number.
Step7. Verify information.
Step8. Once your payment has been processed, we will send an email confirming your order information. The order processing will begin when the due payment is received. The tracking number and tracking links will be sent to your email address once your order is shipped out.

2.How to track my order?

We will try our best to complete the production of the order and send you an email with the tracking number within 3-7 days after your payment is completed. So please make sure you fill in the correct email address when you place the order. If you have not received the email notification of order delivery for a long time, please contact us.

3.When will I receive my order?

We make every effort to get it to you as soon as possible once the order is submitted successfully. Actual delivery may vary due to customized processing time, different shipping address, customs clearance time and some other force factors.

Delivery time=Processing time(5-15days) + Shipping time(10-20days)

Processing time: Usually we need 5-15 business days to customize the items and there maybe some delay during our busy season.

Shipping time: The shipping courier and cost will vary due to the service restriction and policy in different regions and countries. To make sure every of your order arrive in perfect condition, we work with many official express service, such as DHL, UPS, Aramex, EMS and so on. We will select the best service for you according to your location and requirement.

4.How can I cancel my order?

Please note that our products are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.

Unpaid orders will not be processed. If you do not need it, please ignore it.

If you cancel your order within 12 hours of payment, you will be eligible for a full refund.

Cancellation within 12 to 24 hours after the order is paid: you will get a partial refund consisting of 50% of the dress price and the full shipping cost.

Cancellation within 24 to 48 hours after the order is paid: you will get a partial refund consisting of 30% of the dress price and the full shipping cost.

Cancellation beyond 48 hours after the order is paid: you will get a partial refund consisting of the full shipping cost.

Once your order has been shipped, it can no longer be cancelled.

If you need to cancel your order, please email to shenglv2021@outlook.com 
and tell us your order number and e-mail address. We will calculate the cancellation time according to the time of the email when it has been received.



5.Can I Amend/Add/Remove An Item From My Order?

Please make sure that all details of your order should be final before you submit your order.
1. Once your order has been confirmed via email, you cannot add or remove an item to your order.
2. If you find that you placed the wrong color or size, please contact us immediately and let us know how would you like to change?
If you are unable to amend or add, please place a new order and pay for it on our website first, we will help to combine your orders.

6.How do I check on the status of my orders?

If you are unable to check the progress or status of your order in your account, please contact our customer service for more information, thank you.

Shipping&Delivery
1.What Countries Do You Ship To? How much is the cost of delivery? How Long Is Your Shipping Time?

1. Order processing time: The amount of time it takes for us to prepare your order for shipment. This involves the securing of stocks, in some cases, and the checking of Product Quality.

2. Shipping time: The amount of time it takes to receive your order after your order has shipped. Shipping times can vary depending on your location and shipping methods.

We offer free express and standard delivery, if your order reaches a certain amount.

All packages have specific tracking information and can be tracked through"My Order"section in your account or"Order Status".

*Due to the impact of COVID-19 on our warehouse and shipping operations, order process and shipping time may be delayed up to an additional 14 business days.

NOTE: If you don’t receive our response within 24 hours, please check your Contact email’s Spam folder. Our emails may have been filtered incorrectly by your email server/provider.

2.Will I have to pay custom tax?

Normally, our customers would not be charged with tariffs. However, because of the increasingly strict customs inspection, it happens sometimes.

In some cases, VAT or custom duties are levied by your Country, these fees are different from the shipping fee. Please note that this may also apply to retail and wholesale customers. We have no control over these charges and we won’t be able to give you an estimate on what the cost may be, as customs policies and import duties vary widely from country to country.
These fees are under your responsibility as a responsible tax paying citizen of your country.

Please contact our customer servide for more discounts for your further orders if you have been charged for the custom taxes, thank you.

3.What shipping way do you offer?

We offer standard shipping and express shipping on our site for customer's reference, standard shipping is free but it takes a little longer for waiting.

Apart from the cooperation with EMS, we can offer UPS, DHL, FedEx, TNT with extra charges. If you need to receive an order by a specific date, please feel free to contact us first to inquire about availability. We will always do whatever we can to accommodate you.

4.What happens if I’m not in when my order arrives?

It would be highly appreciated if you are in when we attempted to call you,since a signature will be required or someone in your family can sign it up instead of you.
Or you can go to the local express shipping company or post office with your tracking NO. to pick up the parcel as soon as possible when you are back home.

5.Why does my order tracking status not updated?

Tracking updates delayed mightbe due to these reasons:
A. Going through local customs clearance procedures;
B. At the post office sorting center;
C. Held up by uncontrollable factors including, such as labor strikes, bad weather, politic issues,etc.
If you have any delays in tracking updates, we recommend you check the estimated delivery time. If your package is taking longer than schedule, please contact us.

6.Why it says delivered while I receive nothing?

It mightbe due to these reasons:
A. The delivery address is incorrect .
B. Someone else has signed up for the parcel.
C. The parcel has arrived at your local post office and will be delivered in 1-2 business days.
D. The parcel has been delivered and left in your mailbox.
If the shipping address is incorrect, please contact us.
If the shipping address is correct, we recommend you check your Mailbox and look around your property to be sure it has not been left outside. If you still can not find the package, please contact us shenglv2021@outlook.com 
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Products Issues
1.Does the chain length include pendant?

Sorry, the chain length does not include the length of pendant.

2.What is the dimension of pendant or name plate?

The dimension of pendants are written in the product detail on the product page, and the length of pendants are different according to the customized inscription.
1 Inch=2.54 CM

3.How can I add a birthstone or crystal to my jewelry?

We can add birthstone/crystal or a diamond to most items on the available options of product order page.

4.How can I order jewelry with special characters, such as numbers, punctuation marks?

We can produce most common special characters like @, &, $, etc, ...
You can enter all special characters when placing your order.
A few very special characters may not be produced and we will let you know, thank you.

5.Do you offer gift wrap and gift message card?

Sorry, we don’t sell gift wrap and gift message card on our shop. If you need a gift wrap or gift message card, you can contact us at shenglv2021@outlook.com 
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6.Do you have a store?

We are sorry but currently we do not have any physical stores. As an e-commerce company, we just do business online. You can see the products on our website and place the order. We will make the products for you once your order is confirmed.

Payment Issues
1.What payment methods are available?

We accept payments via PayPal, and all major credit cards, like MasterCard, Visa Card, Diners and American Express via PayPal Payment Page. We do not store or review your credit/debit card or other personal private information.

Paying with PayPal:
You can trace the status of your payment using your PayPal account.
1. With PayPal, you can send payment quickly and securely on-line.
2. Through PayPal, you can pay with credit card, debit card, or bank account balance.
3. Once your order is submitted, you will be redirected to PayPal's site where you could make the payment.

We are unable to see your credit card number (it is safely encrypted through PayPal's server), which limits the risk of unauthorized use.

2.Why cannot I complete the payment with my PayPal account?

Please check to see your PayPal balance and your credits first, if there is any other questions please let us know.
On other hand, you can call PayPal Customer to solve the problem.

3.What was my order got cancelled?

We regret to inform you that your order has been cancelled due to a failure in the processing of your payment.
We understand how disappointing the cancellation of an order can be and we sincerely apologize for the inconvenience caused.
Should the transaction still appear under your Credit or Debit card, depending on your bank, kindly allow 7-15 business days for the cancellation of the transaction to be confirmed and the charged amount to be released back to your card balance.
In spite of the unsuccessful processing of your order, we do wish you to know that we value your business highly and we look forward to your future purchases.
On your next orders, we do strongly suggest for you to choose Paypal as a payment method as we have a relationship with them that ensures a smooth and issue-free purchase.

4.Why Was I Charged More Than The Total Amount?

The amount of USD you have seen online is only an estimate when it is turned into your country's currency based on the pre-recorded exchange rate. The Bank you are dealing with is the person who will determine the actual conversion rate in addition to the applicable foreign exchange rates.

5.I failed to pay online, can I pay with wire transfer or western union?

If you still failed to pay online after contacting with our customer service, we are glad to provide the payment methods of wire transfer and western union, please contact our customer service for more information, thank you.

Account Issues
1.Do I Need To Register Before Placing An Order?

You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases.

2.Why Can't I Login On My Account?

Please check to see your PayPal balance and your credits first, if there is any other questions please let us know.

Most of the time is that you have entered the email address or password incorrectly.
If you still can't log in, please click this link to reset your password. We'll then email you a link directly to your registered email address to reset your password.
We recommend checking your junk and spam folder if you're having trouble finding it.

3.Is it safe to shop from you?

We regret to inform you that your order has been cancelled due to a failure to process your payment.
We understand how disappointing it is to cancel an order, and we apologize for the inconvenience caused.
If the transaction still appears under your credit or debit card, depending on your bank, please wait 7-15 business days. Forminimalis runs normally, safe and reliable.

We are using the latest security technology, including data encryption, server authentication, and message integrity, which is like keeping your PayPal and credit card information in a bank vault.
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.

4.Will you save my personal information?

We respect your privacy and keep your personal information confidential.

When you visit our site, the information collected is stored by your browser, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.

Returns&Refunds
1.What is your return policy?

Please note that all our accessories are made-to-order, which means the dress you order are special for you. Therefore, the accessories can't be restocked or resold. For this reason, we can't accept "buy-many-keep-one" order. Once your order is confirmed, we will think that you need all the items in your order and strictly follow our return and refund policy.

All returns must be made within 30 days from the day the package was delivered. All returned products must be unused (e.g., not worn or altered) and returned in accordance with the instructions received from contacting customer service by E-mail. You are solely responsible for the cost of shipping while returning the products. All products not returned in accordance with the Return Procedures shall be sent back to you, and no credit or refund will be issued.
How do I return something?
Step 1: Send a return Request, please contact after-sales customer service representative by E-mail: shenglv2021@outlook.com 
with the following information we need:

1)Order Number
2)Model number of which item you need to return
3)Why do you want to return the items(Quality/Other Reasons...)
4)Photos of the items you need to return for reference
*For returns because of issues with the condition/quality of the item(s), kindly include photos highlighting the specific issues with the item(s).
(If the product is defective, please send a photo where in the damage or the issue is visible)
Please note:
A. Items should be unworn, unwashed, undamaged, or unaltered to be eligible for returns/exchanges.
B. We don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from Shipping Returns.
C. All Clearance Items purchased from us are final sales and cannot be exchanged or returned for a refund.

Step 2: When you finished step one, please wait patiently. Our Customer Service Representatives will give a response to your request within 24-48 hours. We may not respond in time due to High email volume but rest assured we will be working round to answer all emails as soon as possible.
Step 3: Upon getting permission of returning the product by our customer service representatives, we will tell you the returning address by E-mail, and you need to print it and attach/put it inside the package with the item(s) you want to return.
Step 4: After shipping the package, remember to inform our Customer Service Representative by email that you've shipped the package and provide them with the "Tracking Number" of the shipment from your Local Post Office.
Step 5: Once Our Warehouse receives the package, we will process a refund for the items within 3-5 business days.
Please be noted that you have to pay for the shipping cost while returning and if the item was worn, washed, damaged, or altered, you are unavailable to get a refund, by the way, the shipping cost must be deducted from your whole order value.(the refund doesn't include the shipping cost)

2.What is your Refund Policy?

1. If you are not satisfied with the items in your order and wish to return them for a refund, please follow the steps in accordance with our Return Policy. We can only process returns that adhere to this policy.
2. If your order includes promotions or discounts, the calculated price you've paid for the item is adjusted accordingly. If you received the gifts, when you returned you have also to return the gifts as well.
3. The Order’s Shipping Fee won’t be included in refunds. We also don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from shipping the returned items.
4. For security reasons, refunds of all kinds are always processed back to the original form of payment and at this time, we do not have the ability to change the method of payment.
5. The refund processing time: once our warehouse receives the package, we will process a refund for the items within 3-5 business days.The refund will be returned to you within 3-5 business days(PayPal) or 7-15 business days (credit card).

3.What should I do before returning an item? How to return or exchange an order if I don't like it?

Items shipped from us can be returned within 30 days of receipt of shipment in most cases. Please note that all our products are customized, which means the product you ordered are special for you. Therefore, the product can't be restocked or resold. For this reason, We do not accept returns for non-quality reasons.
Please contact customer service center for the shipping address when you are allowed to return.
Send us an E-mail at: shenglv2021@outlook.com 
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4.What if my item was broken, wrong or missing or not as Described?

You can contact us within 30 days of receiving the package by email:shenglv2021@Forminimalis.com 
. Before we confirmed, we will send you a shipping address to return, please provide us

• Order Number
• The item's name or SKU number
• A description of the problems with clear pictures
When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
We reserve the right to refuse the return if received in an unacceptable condition.

5.Can I return my package 'Return to Sender'?

We cannot process any products that are returned without our prior knowledge.
Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
Please contact our Customer Service at shenglv2021@outlook.com 
to return your items. You will receive a response as soon as possible.


6.Do I have to return the free gift?

Yes, it should be returned together with the item you bought.

7.It's been over 60 days. Can I send back my item for a refund or exchange?

It is our goal that you are fully satisfied with your purchase. We wish you to have enough time to get familiar with and identify any issues that may affect your chosen items. This is why we allow you up to 30 days from your order’s arrival to initiate a Return. So please check carefully after receiving the package, and contact our customer service center if you have any other questions, thank you.

8.Do I have to pay shipping for my return?

Please be noted that you have to pay for the shipping cost while returning and if the item was worn, damaged, or altered, you are unavailable to get a refund, by the way, the shipping cost must be deducted from your whole order value.(The refund doesn't include the shipping cost)

9.When can I receive my refund?

For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. It usually takes 3-10 business days for the funds to be credited to your account, depending on your bank or payment service. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.Your bank or payment service may levy a small transaction charge.
All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.

10.How do I know if you got my return?

Once your return arrives back to us, it can take a few business days for us to process the order back into our warehouse. After that is done, we'll email you a confirmation that the order has been returned and your refund has been issued.
Make sure you let us know your original order number, which items you have returned, when this was returned to us and any delivery tracking number when you contact us.
You are NOT allowed to return the product without getting our permission, please contact customer service center for the shipping address when you are allowed to return.