FAQ

1. How does the personalization process work?

Simply select the "Customize Name" option on the product page, type the name or text you'd like engraved (up to 10 characters), and we'll hand-engrave it on your chosen items. For birth flower items, you can also specify the birth month.

2. Can I personalize all items in a gift set?

Yes! When you purchase a gift set (e.g., Princess Package, Stanley Gift Set), all items in the box can be engraved with the same name. Just enter the name once at checkout.

3. What if I make a spelling mistake?

Please double-check your spelling before placing your order. Once your order enters the processing phase (within 1x24 hours) , we cannot make changes to the personalization details. We are not responsible for spelling errors provided by the customer.

4. What materials are used for the hairclaws?

Our hairclaws are made from high-quality acrylic with various finishes: Holo (holographic), Pearl (glossy pearl), and Marble (unique marble pattern). All are durable and lightweight.

5. Can I mix and match charms with my hairclaw?

Absolutely! We sell removable charms separately that can be attached and detached from any of our hairclaws. Mix and match based on your OOTD (Outfit of the Day).

📦 SHIPPING & DELIVERY

6. How long does it take to process my order?

All orders are processed within 1 business day (1x24 hours) after you place your order. This includes hand-engraving, quality checks, and packaging.

7. How long does shipping take?



Destination Estimated Delivery Time
Singapore 3 – 5 business days
Malaysia 3 – 5 business days
United States, Canada, UK, Europe 5 – 15 business days
Australia 5 – 15 business days
Japan, South Korea, Thailand 5 – 15 business days
Other countries 5 – 15 business days

8. Do you offer free shipping?

Yes! We offer free shipping on all orders to Singapore & Malaysia. For other destinations, shipping costs are calculated at checkout.

9. How can I track my order?

Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can track your package through our logistics partners: Lion Parcel, Kurasi, or Pos Indonesia.

10. What if my package is delayed?

We are not responsible for delays caused by courier services, customs clearance, public holidays, or other unforeseen circumstances. However, we will do our best to assist you in tracking your package.

🌍 CUSTOMS, DUTIES & TAXES

11. Will I have to pay customs duties or import taxes?

For orders , your package may be subject to customs duties, import taxes, and other fees imposed by your country's customs authority. These charges are the sole responsibility of the buyer.

12. Can you mark my package as a "gift" to avoid customs fees?

No. We accurately declare the full value of all items in your order on customs forms. We cannot change the declared value or mark packages as "gift" to reduce customs fees.

13. What happens if I refuse to pay customs duties?

If you refuse to pay customs duties and the package is returned to us, the original shipping cost will not be refunded, and you may be charged for return shipping fees.

🔄 RETURNS & REFUNDS

14. Can I return a personalized item?

Personalized items (engraved or customized) are made especially for you. We do not accept returns or exchanges for personalized items due to change of mind, spelling errors, or incorrect text provided by you.

15. What if my order arrives damaged or defective?

If your order arrives damaged or defective, please contact us within 7 days of receiving your order with photos of the damage. We will offer a replacement or refund at our discretion.

16. What if I receive the wrong item?

If you receive an incorrect item (wrong product or variant), please contact us within 7 days and we will resolve the issue promptly.

💳 PAYMENT & ORDER

17. What payment methods do you accept?

We accept payments via [list your payment methods, e.g., Stripe, PayPal, credit/debit cards.

18. Can I cancel or change my order after placing it?

If you need to cancel or change your order, please contact us immediately. We will do our best to accommodate your request, but we cannot guarantee changes once the order has entered the processing phase.

19. Is my payment information secure?

Yes. All payments are processed through secure payment gateways (e.g., Stripe, PayPal). We do not store your credit card or payment details on our servers.

🏷️ PRODUCT CARE

20. How do I care for my engraved hairclaw?

  • Avoid exposure to water, perfume, or harsh chemicals

  • Clean with a soft, dry cloth

  • Store in the velvet pouch provided to prevent scratches

  • Handle with care – acrylic is durable but can break if dropped

21. How do I care for my Stanley tumbler?

  • Hand wash recommended to preserve the engraving

  • Avoid abrasive cleaners or scrubbers

  • Do not microwave