FAQ

How do I change details of my account?

After logging in, you can edit your account details:
1)Edit/update your profile
2) Add/update your address management
3) Edit your measurements
4)Change your passwordPlease note: The registered email address cannot be changed.
If you have problems with account editing, you can see your account manager information in your reference and ask for help.

Forgot my password?

If you have forgotten your password, please find “Forgot Password” on the “Login” page and click on it. After filling in your user name and registered email address, a new password will be sent to your email address.
Or you can send us an e-mail and notify the account manager who contacted you. We will solve the problem for you within 12 hours!

How do I update my email address?

Really sorry for this inconvenience. This is about your account safety. We cannot change your registeration email address for your Asonjewelry account.

How to use my credits?

When you plan to pay by credit card. Fill in your information in order on the checkout page and select “credits” as the payment method. If you encounter problems, please send us an e-mail or contact a account manager!

How to place an order?

Shopping at ASON is easy. Simply follow the steps below to place an order.
1) To add an item into your shopping cart, simply select the “Add to Cart” button.
2) Once you complete your selection of items, click on “VIEW CART” for a preview of your order. From here, you can review your order and change the quantity if necessary. If you're ready to place your order, click the “CONTINUE CHECKOUT” button.
3) Complete shipping and billing information, then click “CONTINUE PAYMENT” to proceed to payment.

How to cancel an order?

We have different regulation for different status of orders
For Pending payment
Contact your advisor to help you cancel the Order directly .
For Confirmed Or Processing
Because we spent a lot time to prepare you order,we have some rules for confirmed and processed order. Below are rules :
1.We can help you cancel the order without any service fee within 6 hours, pls contact your advisor for help if you want to cancel it.
2.For the order you placed within 6-72 hours, if you want to cancel it,we will charge you 15% of the entire order as a service charge.
3.After 72 hours, the order cannot be canceled because the package is ready to ship. If you want to cancel the order, we will not refund the money.

What should I do if I did not receive a notice Email of order?

If you have not received the notice email of the order, please check your spam folder first. Or you could find the latest status of your order in “My Orders”.

What is MOQ?

We have different MOQ for different products. For more details, you can check each product and then talk in detail with the account manager who will follow up with you!

How can I get samples?

You can choose the samples you want and pay the sample fee and shipping cost, the delivery time is about 4-7 working days (according to the shipping method you choose).

What happens if an item I have ordered is out of stock?

1) All items are subject to availability. Due to we wholesale the stock and the stock is changing all the time, so there will be some items out of stock when you make order.
2) Sometimes, the items in your cart, but you didn't confirm in time. The items quantity will be reduced. Why? During this time, other customers are purchasing them. Suggest you'd better confirm the order in time and let's know your new order early. Then you still get more items.
3) If you send some money as deposit, when you make order, then we reduce the order amount from your deposit. Then you will get the parcel very fast. Do you think so? I do.
4) After you confirmed the order, if few items you ordered have been out of stock , we will reduce the items amount (the items are are out of stock). Because the designs are so many, so it is too hard to promise all stock is exact. Hope you understand.

Do I receive confirmation once I have placed an order?

A: Yes, once you confirmed your order ,you will get an email from system. The content of email is you have set up a new order. We will finish picking up the goods within 2 days.

Can I change my order?

If you want to change the confirmed order, please contact your account manager with your change request details included immeditately. If still no contact info. with your account manager, you can ask via WhatsApp, email.

How can I get my package shipped to a different address than my billing address?

After you click "check out" button, it will come out blank column of shipping and billing information. You can fill in relevant information in right place. Then you will get your package even if the address are different between shipping and billing.

What's the material of product?

Our products are of high quality and have passed strict quality inspection. Most of our products are made of stainless steel as the base material. It will be combined with raw materials such as pearl, resin, zirconia, etc. Please check the product landing page for the material specifications of the products.

What kinds of payments are accepted?

We accept the following forms of secure payment:
1) PayPal
2) Credit card: Visa / MasterCard / JCB
3) Bank Transfer

Should I pay other fees when the package arrives?

Tax is charged by Customs offices in destination country based on their rules and policies. Buyer is responsible to find out the situation in your country. Therefore, if need, these charges shall be paid by buyers. buyers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.

About using bank cards payment

International payments will take time to arrive. In order to speed up the process, please send the payment voucher to the account manager. We confirm the order in advance and then start preparing the goods to ensure that they are delivered to you earlier.

Why I was charged twice?

Please verify your bank card's remaining balance. If you notice that your first order has been double charged, please contact your account manager.

Why do I need to verify my payment on my order?

Our system checks a random amount of orders to ensure that they were placed by an authorized user of the payment method selected.

What is your shipping charges?

After we prepared your goods, we will email you the shipping cost according to your goods weight and express company which you chose. Please noted that we don't take any profit from shipment.

How do I check my order status? When will my order be sent?

You can always check the status of your order at your track order account. Once your payment is confirmed and we will deliver your order ASAP. Usually, it takes about 4-7 business days. If you order many items, the processing time depends on the item that needs time most.

Can I put my own brand on the package you send?

Yes. We can make your own brand for you. The specific MOQ needs to be discussed in detail with the account manager.

Can you deliver to my country?

We can ship to all countries/regions that have DHL and Fedex, the United States, the United Kingdom, France, Spain, Mexico, Germany, etc.

Why is there no tracking update?

As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your country. If your order is still under the estimated delivery time frame, kindly wait patiently. Once this process has been completed, you will see tracking updates.

What should I do if some items are not shipped or shipped wrong after receiving the package?

You can contact one of our account managers to take care of this.
A. Confirm that you have received the package in our website system (otherwise you can't submit an after-sale dispute);
B. Our colleague will reply you within 48 working hours.
Note: If you do not respond within 7 days of our reply, the ticket will be closed automatically.

What is your refund policy?

Please refer to our return and refund policy https://www.asonjewellery.com/pages/refund-policy.

Can I get a full refund for the return?

We refund for shortage, shipping refund for shortage, damaged, wrong style/color.We refund to original payment way.

What if I received a defective item?

If you receive a damaged, defective, or incorrect item, please contact account manager within 7 days after you signed the parcel.