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Customer Service

Q: Can express delivery methods also enjoy Free Shipping? 

If your order order's weight above 2500gram, normally free express shipping will be offered. In addition, special discount will be offered. The discount will show after you choosing shipping method. Bigger order, larger discount.

If your order's weight under 2500gram, normally free airmail shipping will be offered. If you prefer express ones, you only need to pay some difference between free airmail and your wished express shipping method.

  • Workdays refer to weekdays – From Monday to Friday.
  • Shipping time begins after your order leaves our warehouse.
  • You are responsible for any taxes and duties associated with your order once it reaches its destination.
Q: What do I do if I have not received my order? 

Once your order has been sent, you will receive a dispatch confirmation email which will advise the tracking number and site. If your order has not arrived by the estimated delivery date noted on our site, we're here to help.

Please note that this is only an estimated date and before contacting us can you check the following:

  1. Sign into your account to check we have the correct delivery address for your order and your contact details are up to date.
  2. Check to see if you have a delivery card from one of our carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange redelivery.
  3. Check with your neighbours to see if they have accepted the parcel on your behalf.
  4. Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If your order has not arrived after estimate shipping time, and you are certain that it isn't with a neighbour or another member of your household, please Contact Us and we will investigate further and arrange a replacement item to be sent.

Q: What happens if an item I want is out of stock? 

We do our best to ensure that the items on our site are in stock. But if you happen to order an item which is out of stock, we will ship the available items first. If most of the items you ordered are out of stock, we will notify you.

Here are 3 suggestions for your choice when items you ordered are out of stock:

  1. We may send them together with your next order when you kindly buy again. You could feel free to remind us of that next time.
  2. We may ship them out as soon as they are available in next few days. (Normally we send them via airmail, you do not need to pay shipping fee. But if you need them urgently, please feel free to contact us, we will do our best to offer faster delivery).
  3. You could also feel free to choose other items as replacement.
Q: How do I contact you? 
A: We are happy to hear from you. For any question you may have about our products and services before or after a purchase, please feel free to contact us.
Firstly, contact us by Livehelp Chat, that's also the way we highly recommend you. you just click the "LiveHelp" icon on each page, our instant reply will be served if we are online
Secondly, contact us by email, send your question directly to sale@doreenbeads.com we will reply all of your questions within 24 hours in our business days
Thirdly, contact us by Telephone, if the situation is emergent and a calling is needed, you can call our telephone:(+86) 579-85335690
Q: How do I keep up with you current offers and new products? 
A: We offer our weekly specials, holiday promotions&coupons, and our new products announcement to our customers by newsletters. And generally, our newsletter's subscribers would get the best deal. If you don't want miss out any sales on our website, you can easily get it by registering our Newsletter.
Q: Do you have a return policy? 
A: At DoreenBeads.com, we guarantee 100% satisfaction.
If you, in any way, be unhappy with the products you have received, please follow these instructions:


  • If you want to return the goods simply because of your personal reason instead of DoreenBeads-related reasons, please kindly note that the returning shipping cost is on your own charge.
  • If  there is a quality-related issue with the products, please kindly send the feedback to us with product pictures within 30 days after you receive the goods. We will respond within 24 hours and give you a satisfying solution. You may choose partial refund or replacements.
  • We will be responsible for returning goods due to quality problem within 180 days since the date you receipt. 

Please understand that we will try our best to make your experience with our company as pleasant as possible.

We will always try to help you and solve any problems which may occur. Please buy with confidence because we are always eager to have you thoroughly satisfied with our products and services so that you will be confident enough to not only order other items from us, but hopefully tell all your friends!

Remember the old adage: If you're not happy, please tell us, if you are happy, please tell everyone!

Q: Do you offer customized making service? 
A: Yes, we have our own factory and designer. Please feel free to send us the picture and specification of the products you want us to special making for you. If you want to send us your sample, you can send it to this following address:
Building 3 (Panduo) #718 South Chengdian Road,
Yiwu, Zhejiang 322000, P.R. China
Tel: (+86)579-85335690

Our factory will produce it for you as you desired quickly!
Kindly Note: sometimes the customized service is offered with a minimum quantity.
Q: If I can't find what I want in your store, could you find it for me in your market? 
A: Yes, we would be happy to assist you. Please also send us the picture and specification of the products you expect us to find for you. As we are located in Yiwu which is one of the largest commodity city in world. It is available for us to find the goods for you in reasonable price with best quality.
Q: What should I do if there is a problem with the items or parcels I received? 
A: Normally, each product we sold has passed through strict quality inspection and formal packing. We do whatever we can to ensure that the items or parcels you received are in good condition.

In case there are some unexpected problems happened, such as the items are broken, you received the wrong items, certain items are missed from your parcels or some other problems. Please kindly email us your problems according to the following instructions:

1. Some items were damaged in the transit.

Please take a close picture of the damaged items, and offer us the quantity and Part. No. After confirmation, we'll credit the amount to your account or send you replacements.

2. There are missing items in your order except backorder items.

Please kindly offer us the Part. No and Quantity of the missing items and the Weight of the parcel.
We'll credit the amount to your account or resend you the missing items after checking.

3. The item you received is different from the description on our site, i.e. quantity per pack is less than we stated.

Please kindly offer us a close picture showing the labels of the item which shows the item NO. & QC NO.
We'll offer you a best solution after checking the problem.

4. If there's quality problem with items.

Please kindly offer us close pictures showing the problem and the labels on the package. We'll credit the amount to your account or send you replacements after checking the problem.

5. Wrong parcel was sent to you.

Please take a picture of the parcel showing the address and tracking number on the parcel. We'll offer you a solution about the parcel after checking the problem.

Or if you have any comments or suggestions for us, please feel free to contact us. :)

Q: Do I need to pay VAT (value added tax)? 
A: No, since your order will be delivered outside of the European Union, VAT will not be charged from you. And the price on our webpage does not include the VAT as well. It is very favorable for you.
Q: What should I do if I can't login my account on your website? 
A: If you are unable to login your account on our website, perhaps you have filled in wrong email address, such as a letter missed carelessly. Or maybe you typed in a wrong password.
In these cases, we want to advise you to double check your inputs and ensure the email address and password is correct.
There are two ways to get back your password if you forgot it:
    • Check your registered email inbox for your register confirmation email which titled "welcome to DoreenBeads", your password has been included there.
    • An easy way to get back your password quickly is in login or register section, you can click the "forgot your password" link, enter your email address and we will send you an email message containing your new password.


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