Customer service
After Service
Repairs, care, and trade-in after purchase. Contact us with photos before shipping anything back.
Repairs vs returns — use the right process
- Major defect upon receipt (e.g., clasp failure, breakage, clearly wrong item): follow our Return & Refund policy with a full unboxing video.
- After wear—deformation, breakage, lost stones, clasp/length adjustments, or care: use the repair process on this page.
This service mainly applies to items purchased from Charline. Please provide your order number, certificate, or receipt when possible. Without proof of purchase, contact us first to confirm eligibility.
Wearing & care
Gold is soft. Avoid pulling, squeezing, or heavy pressure while wearing to prolong its lifespan.
- Remove when bathing, in hot springs, swimming, exercising, or sleeping to avoid impact and chemicals.
- Keep perfume, lotion, and cleaners away from gold and stones.
- Treat pearls and crystals gently; natural textures are normal, not defects.
- Wipe gently with a soft dry cloth—no stiff brushes or harsh cleaners.
Repair process
- Contact us (LINE: @cc9999) with your order number, issue description, and clear photos (overall and close-ups).
- We provide an initial assessment from photos. Some cases require receiving the item to confirm repairability, cost, and timing.
- Ship only after approval. We recommend registered mail or tracked/insured shipping.
- We record unboxing upon receipt. If added gold or extra fees apply, we confirm the quote with you before work begins.
- We ship the item back when finished. We also inspect the piece before return shipment.
Typical turnaround is about 7–14 business days (varies by damage, process, and design). Peak seasons or special items may take longer—we’ll keep you updated.
Repair fees & what’s free
Free (typical)
- Repairs and clasp adjustments when no additional gold weight is added.
- Lost stone with intact prongs: free stone replacement when possible (same stone type depends on stock and case).
Paid or quoted separately
- If gold must be added: charged by added weight at the day’s gold price.
- If gold weight decreases: refund based on reduced weight at the day’s gold price.
- Severe deformation, impact damage, non-original alterations, special stones, or major rework are quoted per case.
- Length or ring-size changes that add gold weight are charged like gold additions; custom sizing may affect return eligibility—confirm before proceeding.
Damage from misuse (e.g., forceful pulling or impact) may not qualify for free repair—contact us first to confirm.
Repair timing & shipping
After we receive your item, we arrange factory or partner workshop service as soon as possible. Round-trip shipping is paid by the customer unless caused by our error.
- Use registered, insured, or tracked shipping. Loss or damage before we sign for the parcel is the sender’s responsibility.
- We take care of items during repair. We will contact you if anything unusual occurs.
Trade-in / gold buyback
If an item cannot be repaired, or you wish to trade old gold toward new jewelry, we handle it by actual gold weight at our buy rate (labor, stones, and non-gold parts may be priced separately—confirmed per case).
No wear deduction on gold buyback—amount is gold weight × our buy rate (the “Buy” price in the site ticker). Sell and buy rates differ, as at most gold shops; we take on price risk at the buy rate and do not deduct for wear.
- Contact us first to confirm pricing and eligible new items before shipping or handover (as arranged per case).
- Have old gold to apply toward a purchase? Message us on LINE: @cc9999 first—we quote after weighing and arrange the order for you. Web checkout does not offer old-gold payment.
- Any balance due and new item selection are confirmed with you via LINE.
For buyback-related return rules, see also our Return & Refund policy.
Before it ships
I still check every piece myself before it ships. The packing process is recorded on video, and repaired items are inspected again before they go back to you.