FAQ

Q: Do I need to register an account on this website to buy products?
A: No. You can add the product to the cart directly then complete the checkout.


Q: Is your website safe? Will my personal information be disclosed?
A: We use the international security certificate. Your personal information will not be disclosed.


Q: What do I do if I forget my password?
A: Please click the following link to reset your password: https://www.urcouple.com/customer/account/forgotpassword


Q: Is the product I ordered exactly the same as the one displayed by the website model?
A: Yes, the products you see are the same as the products you will receive, including styles and materials. We follow the WYSIWYG rule.


Q: What are the payment methods on your website?
A: We accept the safest PayPal payment, and also accept direct payment by all types of credit Cards.


Q: Why does my payment fail and how to solve?
A: If you fail to pay, please take a screenshot with the error message and then email to [email protected] Our customer service will help you process the order.


Q: Where can you ship to?
A: We ship worldwide. If there are particular locations that we might require additional information to ship to, we will contact you via email after you buy.


Q: How much will the shipping cost?
A: Our shipping cost is based on a different destination and packages weight. If you need an accurate amount, please visit checkout page and then choose your destination to get a shipping estimate.


Q: How long is the delivery time?
A: Total delivery time = processing time (5-10 business days) + shipping time (2-8 business days)
Processing time differs from product to product. Generally, it is about 5-10 business days. Some popular styles can be shipped out within 24 hours. For engraving or customized products, it will take around 10 business days.


Q: Is your size chart based on USA standard?
A: Our size is based on our own, please check our own size chart.


Q: What is your return policy?
A: All products can be returned within 30 days (excluding customized products).


Q: How long is your warranty period?
A: We support a one year warranty.


Q: How can I check my order status?
A: If you want to track the status of your order, please visit this link. After the product is shipped, you will receive an email with a carrier tracking number. Then you need tracking the order at carrier's site.


Q: What is a pending order?
A: It means that the payment of the order has not been gone through. We only process the order after the payment is received.


Q: How do I know if I order successfully?
A: An order confirmation email will be sent to you if you place an order successfully at our website. If you do not receive it, please email us for assistance.


Q: What if my order doesn't arrive within the specified time?
A: If your order has expired, please contact our customer service in time. Our customer service email is [email protected]


Q: How is sales tax paid?
A: The product prices you see has already included such taxes and the total price you pay at checkout will be final.
Note: Please be aware that some countries may charge a customs fee, please contact your local customs office for further information.


Q: The jewelry price you wrote on the invoice is lower than the actual price, why?
A: To avoid the customs tax, we may write a lower price on invoice so that the parcel can pass the custom without any extra fee. Otherwise, customers may have to pay a high import tax.


Q: Where are you located? Do you have any local stores?
A: We are based in Hong Kong and now we only do online business.


Q: Why my shopping cart is empty when checking out?
A: Our site needs your browser to enable browser cookies. If you cannot add products to shopping cart or products are cleared when checking out, it may be the result that you have disabled the cookies. If you want to save the product for a long time, please register an account and add your favorite product to "wishlist".


Q: Do you support the customized product?
A: Yes, if you need to customize your product, please contact us.


Q: What's your return & exchange policy?
A: Please read our return & exchange policy carefully: https://www.urcouple.com/returns-refunds


Q: What if I need help and send you an email, but you don't reply?
A: We will carefully handle every email sent by our customer. Please make sure that your email address is correct.


Q: How can I contact you?
A: Our customer service is 7x24H online (excluding holidays and festivals). You can contact us via the following methods:
1. Email: [email protected]
2. Contact form: https://www.urcouple.com/contact-us.html
Usually, we will reply you within 24 hours.