FAQ

 

PRE-ORDER CONSIDERATIONS

Can you rush my order?

Upon receipt of full payment and full personalization details, we will take 2-3 weeks to process and create your personalized and handcrafted jewelry. We cannot rush our production time, but we offer expedited shipping options.  

If you need something by a certain date, please let us in the “Instructions and Requests” field or email us at [email protected]. We will try our best to accommodate your request - but we cannot offer a guarantee as handmade process can be influenced by many factors that we cannot foresee.

 

Do you offer gift boxes?

Every Centime jewelry item comes packaged in a complimentary gift box with care and cleaning instruction card.

 

What size should I order?

Please refer to the size charts and guides that are linked at the bottom of our page.

 

I do not have images of the handwriting/fingerprint/signature/handprint or can’t upload them.

You can place the order first without uploading any pictures, and simply email us the images and instructions for your order at [email protected].

 

Can you combine multiple handwriting or signatures from different images?

Yes we can do that. Simply upload the pictures and give us instructions on which word to use from which image and the order you would like. You can also place the order without uploading any picture - simply send the pictures and instructions to [email protected].

 

Can you fix a spelling error or a word in my original handwritten note?

Much as possible, we refrain from doing that except in exceptional cases where very specific instructions are given. One’s handwriting reflects precious memory, and we try to not to touch it. However, if you feel that it is important to change a certain word, contact us at [email protected].

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Can you engrave on the back side of the piece?

There are many designs that can come with option for back engraving. For others that don’t, please email us at [email protected] for a custom order.

 

Will silver tarnish?

Please kindly understand sterling silver does get tarnished. How fast it gets tarnished depends on how you care for your jewelry and the nature of your sweat. However the good thing about silver jewelry is that when your piece shows signs of tarnishing, you can clean it with a polishing cloth or preferably a cleaning solution and it will look like new again.

 

I'm having trouble placing my order online; can you help?

If you are having trouble placing your online order please contact us at [email protected].

If you are on the PayPal payment gateway site and you are receiving an error message, please try again later or contact PayPal Customer Service at 1.800.221.1161 (US) or the respective PayPal helpline of your country.

 

Is there a number I can call?

We are sorry that we do not offer phone support at the moment. If you have any question, please email us at [email protected] and we will get back to you soon as we can, usually within 1 business day in off-peak season.

 

POST-ORDER

Can I change or cancel my order after it is placed?

We begin working on your personalized order almost immediately after it is placed. If you want to change or cancel an order, please contact us at [email protected] as soon as possible. Please include your order number and name.

Orders can be cancelled within 24 hours of purchase. After the 24-hour grace period, a small cancellation fee might be charged on a case by case basis depending on how far we’ve come into the production process. Order cancellation will no longer be accepted 3 days from your order date.  

For order change, whether it is possible and will there be a fee involved should be discussed with us via email.

 

What if the item is not what I expected?

As our items are personalized to order, we are sorry that we cannot offer a full refund or exchange. On a case by case basis, a partial refund or remake at cost (profit-free) might be offered.  You can reach us at [email protected].

 

How do I return a Centime gift I received?

Only non-personalized items are accepted for return. Please contact us and provide the name and/or email address of the gift giver. If the item is returned within 90 days of original purchase in mint condition, we will issue you Store Credit towards a different items.

Refer to our Return and Exchange Policy here.

 

Did my order go through?

After an order is placed, we will send you an order confirmation via email to review your personalization details, shipping address and other order information. Therefore, it is important to provide us with a valid email address that you check regularly.

If you didn't receive a confirmation email, please check your spam box.To ensure that our emails do not go to your spam/junk folder, add [email protected] to your trusted sender list.

 

How can I track my order?

If you have an account with us, you can log in to check your order status. If not, you can always drop us an email at [email protected].

 

I want to add a back engraving/an extra pendant/a fingerprint to my order.

You can do that by emailing us as soon as possible via [email protected] to purchase an order upgrade.

 

SHIPPING

What are your shipping rates and time?

Domestic (within US)

 

International (outside of the US)**

 

*Delivery time may vary depending on weather conditions, post offices, carriers and other unforeseeable circumstances.

 

**International customers are responsible for international duties & taxes if any. Shipping time of international orders in rare occasions can vary hugely due to hold-up at custom. Therefore, for items shipped to addresses outside of the US, please consider these factors before placing your order to avoid disappointment.

For more information, please see our Shipping Options and Policy.

 

I am an international customer. Why is my order shipped from Singapore and not the US?

Singapore is our transit point for all international orders as it makes it much faster for international orders to be Fedexed to, then delivered from Singapore, rather than shipped directly from the US. (This is known as drop-shipping). This helps save time and cost for buyers. We used Singapore Post as it is one of the most reliable, cost-effective post in the world as compared to USPS.

 

Can I upgrade my shipping to a faster one?

You can do that by emailing us to check if the item has been shipped, and purchasing our shipping upgrade here.