How do you handle quality issues or defects?

How we keep defects out of your order

Defect handling starts long before an order ships. Most problems can be prevented during production, so our process is built around controls rather than apologies:

What to do if you find a defect

1. Contact your one-to-one account manager on WhatsApp with your order number. You deal with the same person from start to finish.
2. Send photos or a short video of the affected pieces, plus the quantity involved out of the total received.
3. Our QC team reviews the batch against inspection records and confirms what happened.
4. We agree on the resolution with you directly. Every case is judged on its own evidence, and the outcome is confirmed in writing before anything is re-shipped.

Details that speed up the review

The clearer the report, the faster the case closes. Include your order or invoice reference, the style code or product photos, clear images or video of the defect, and how many pieces are affected. Reports sent through our contact page reach the same team.

It also helps to know what plating can and cannot do. Our 18K plating over brass is applied at 0.1-0.3 micron, which is our own house standard rather than an industry-wide figure, and other thicknesses are available on request. Because plating is a surface finish, long-term satisfaction depends on wear and storage habits too - simple care routines prevent most reported issues before they start.