Customer service
FAQ
Quick answers on buying, shipping, and after-sales. If something isn’t here, message us on LINE @cc9999.
Buying & gold
Do you have a physical store?
We’re online-only—no physical storefront at the moment. We go live every evening and have been streaming for nearly three years. You’re welcome to watch before you order.
Does the gold jewelry come with a certificate and receipt?
Each piece comes with an authenticity certificate and purchase receipt. The certificate supports future care, repairs, or authentication.
If you need a business tax ID on the invoice, leave a note at checkout before ordering.
Is your jewelry real 24K 9999 gold? Where do I see the purity?
Yes. All Charline jewelry is solid 24K 9999 pure gold—not plated or gold-filled.
Each product page shows purity and gold weight. Every order includes a certificate and receipt.
Do pendants come with a chain?
Yes. Pendants in our pendant category include a stainless steel chain—ready to wear out of the box.
The chain is stainless steel, not solid gold; the pendant itself is solid 24K 9999 gold. See Material details on each product page.
Where can I see the gold weight? Is there a tolerance?
Please refer to the gold weight on the product page. Small differences can occur due to craftsmanship and measurement—normal within a reasonable tolerance.
If you need a precise confirmation before ordering (e.g., gifting or a strict budget), contact us first.
Can I verify or test the gold if I’m concerned?
Yes. Each item includes a certificate and receipt. If you’d like third-party verification, contact us first—we’ll provide what you need.
Pricing & membership
How is the price calculated? Does it include labor fees?
The price shown on our website is final and may vary by design and craftsmanship.
Related: Terms & Policies summary
If gold prices change after I order, which price applies?
Your order total at checkout (and when we confirm the order) is the final amount. If an item is out of stock or needs a spec change, we’ll confirm with you first.
How long do I have to pay? What happens if I don’t?
Whether you order on our website, during a live stream, or via LINE, IG, or Facebook, please complete payment within 24 hours. Unpaid orders will be cancelled and reserved items released.
For LINE Pay on the website, complete payment during checkout.
Full details: Payment & Checkout
Can I sell or trade in old gold? Is there a wear deduction?
Yes. Buyback and trade-in are priced by actual gold weight at our buy rate (the “Buy” price in the site ticker). No wear deduction; sell and buy rates differ, as at most gold shops.
To apply old gold toward a purchase, message us on LINE: @cc9999 first—we quote after weighing and arrange the order. Web checkout supports bank transfer and LINE Pay only, not old-gold payment.
Full details: Trade-in / gold buyback
Do I need to register as a member?
We recommend signing up—member pricing on the site matches our live-stream prices.
Shipping & pickup
Do you ship outside Taiwan?
We ship throughout Taiwan, including outlying islands (Penghu, Kinmen, Matsu, Green Island, Orchid Island, Xiaoliuqiu, and more). International shipping is not available.
Is shipping secure? Will the parcel reveal what’s inside?
We treat gold jewelry as high-value and prioritize privacy and security in shipping. If you have special delivery needs, contact us before ordering.
I live in Taoyuan—can I schedule in-person pickup at your studio?
Our studio is near Taoyuan Arts Plaza. It isn’t open for public visits.
For in-person handover, we’ll confirm your order and collect full payment or a NT$1,000 deposit, then schedule a time and place.
Returns & repairs
Do I need to record the full unboxing?
To protect both sides, we recommend recording the entire unboxing. If there’s a major defect, provide the video and contact us right away.
Full details: Return & Refund
Why isn’t pure gold eligible for standard returns? What is a “major defect”?
Pure gold has cash-equivalent value, so returns are only accepted for major defects. Otherwise, we handle requests as a gold buyback by weight.
Full details: Return & Refund
Repairs, clasp adjustments, or lost stones—what’s the process?
Send photos first for an initial assessment. Cost and timing vary by case; added gold is charged by weight at the day’s gold price.
Full details: After Service