What happens in each case
| Situation | Time limit | What happens | Who pays |
|---|---|---|---|
| Changed your mind / ordered the wrong item | 30 days from delivery | Email us first for the return address, then return it unused. Refund is the item price minus the original shipping cost for that order | You pay return shipping |
| Arrived damaged | 30 days from delivery | Send photos or a video. We reship or refund in full, no need to send it back | We do |
| Wrong item sent | 30 days from delivery | Send photos or a video. We reship or refund in full, no need to send it back | We do |
| Defective item | 30 days from delivery | Send photos or a video. We reship or refund in full, no need to send it back | We do |
| Missing parts | 30 days from delivery | Handled as a defect: we reship or refund in full | We do |
| Shows delivered, but you didn't get it | 3 days from the delivery scan | We open a trace with the carrier. If the carrier confirms it wasn't delivered, we reship or refund | We do |
How to start a return or claim
- Email uscontact@shoujiamall.com with your order number, the item, and what's wrong.
- Wait for our replyWe reply within 1 business day.
- Follow the replyFor damaged, wrong or defective items, we send a replacement or a refund once confirmed. For change-of-mind returns, we send you the return address for your order. Returns sent without our go-ahead can't be accepted.
How to take photos
The box
The outer box, especially any dents or tears, and the shipping label.
The damage
A close-up of the problem.
The whole item
So we can see which style it is.
A video is even better. Start with the unopened box and keep filming until the problem is visible. Keep the box, packaging and parts until your case is settled.
Three examples
One bowl arrived broken
Photograph the box and the broken bowl and email it with your order number. Once we confirm, we send a replacement or a refund. You usually don't need to send it back.
The bag is smaller than you pictured
It arrived as described, but you wanted something bigger. Unused and within 30 days, so you can return it. Email us for the return address first. You pay return shipping, and the refund is the item price minus the original shipping cost.
You got a pack of 2 instead of 4
Photograph what arrived next to the packing slip or order email and send it to us. It's handled as a wrong or missing item: once confirmed, we send what's missing or a refund, and you don't send anything back.
Common questions
Can I return a bracelet or necklace I've worn?
Not as a change-of-mind return. Worn counts as used, so check the size and look before you wear it out. A broken cord, a damaged pendant or a wrong item is different: send us a photo and we cover it once confirmed.
The color doesn't match the photo. Can I return it?
If it's clearly a different style or color than you ordered, we treat it as a wrong item and cover it. A slight color difference from how your screen displays it is a change-of-mind return.
Where do I send a return?
Email us first. We'll give you the return address for your order. Please don't ship it to an address you found elsewhere.
How do I get my refund?
Refunds go back to the card you paid with. See Payment.
How much do I get back if I change my mind?
The item price minus the original shipping cost for that order. Shipping is built into our prices, so that part isn't refunded, and you pay the return shipping too.
One bowl in my set arrived chipped. What now?
That counts as damaged. Photograph the chipped bowl and the box it came in, and email them with your order number. Once confirmed, we reship or refund, and you don't need to send anything back.