FAQ

Our material categories include Acrylic, Glass, ABS, Resin, Wood and Natural Stone. Check the product details for the material, dimensions and finish of the item you choose. Availability varies by product and option.

Bead size describes the outside dimensions; hole size describes the opening used for threading. For shaped beads, check the measurements in the product details.

Hole-size filters group products into ranges. Use the listed measurements and size images to check the exact specification.

Compare the listed hole measurements with your cord, pen shaft or connector, allowing space for multiple strands or knots where needed. Open chain links connect differently, so check their structure and dimensions.

If you are unsure, contact us with the product SKU and your accessory measurements before ordering.

Mixed Colors describes a color assortment; Assorted Designs (Random Mix) describes a design assortment. Check the selected option and packing description for what is included.

Photos showing available colors or designs do not mean every option is included in a pack or in equal quantities. Choose an individual color only where it is offered as a purchase option.

Lighting and screen settings can affect how colors appear. Use the selected color name, option image and product description together.

If matching a previous purchase or an existing project is important, contact us with the SKU, color and any previous order details before ordering.

These names describe appearance or surface finish, separately from the base material. Pearlescent has a pearl-like effect, Metallic a metallic appearance, and Iridescent / AB an iridescent effect. Check the product details for the actual material and finish.

Display accessories, such as pens or cords, are not included unless the product description says they are. Check the listed contents and contact us before ordering if you are unsure.

Existing test reports are available for some products. Contact us with the product SKU to check what we can provide. A historical report may relate to an earlier production batch and may not represent the batch you are ordering.

If you need testing for your order, we can help arrange it at your expense. Contact us before ordering to discuss the product, testing requirements and arrangements.

Check the product details for disclosed treatments, coatings and use restrictions. If you have specific requirements for children's products or another intended use, contact us to discuss the relevant information and testing.

A quantity of 1 means one sales pack. The pieces or net weight per pack are listed with the product. For example, a quantity of 2 of a 100-piece pack means two packs containing 200 pieces in total.

Check the packaging information for your selected product and option. Count-based packs are listed in pieces; weight-based packs by net weight. Net weight describes the contents, while shipping weight includes packing.

A weight-based pack is sold by net weight, rather than a fixed piece count, unless the listing also specifies a count. For example, 500 g describes weight, not 500 beads. Use the product's stated sales unit.

Read the packaging information for the option you select. Different specifications may have different pack contents, so do not assume another size or color has the same packaging. Purchase options are the choices offered on the product page.

Our default minimum purchase is one full sales pack of the selected SKU. Check the product page for pack contents and any item-specific purchasing conditions.

You can check out as a guest; an account is not required. If you already have an account, you can sign in before checkout.

You can shop and place orders in USD, MXN, EUR, IDR, AUD, MYR or PHP. Choose your currency in the header before placing your order. Available payment methods are shown at checkout; bank transfer is currently available.

Transfer the exact order total in the order currency to the account shown for that order. Use your order number as the payment reference. Bank details appear on the order confirmation page and in your order email. For unpaid bank-transfer orders linked to your account, you can also find them in My account → Orders → View order. We dispatch after confirming receipt of payment.

If you checked out as a guest and cannot find your payment details, contact us with your order number and checkout email before paying.

Contact us as soon as possible if you need to change the items, quantities or delivery address, or cancel your order. Please get in touch early to help us make changes before the warehouse packs your order.

You can cancel an order before it is handed to the carrier, even if it has already been packed. Once it has been handed to the carrier, it cannot be changed or cancelled.

Check your spam folder and, if you have an account, your order history. If you have already paid or are unsure whether payment went through, contact us before paying again.

Send your order number (if available), checkout email, payment currency, amount and approximate payment time. For bank transfers, include your transfer receipt. We verify receipt of funds before dispatch. Do not send passwords, verification codes or full card details.

We ship to destinations in the Middle East, the European Union, South America, North America and Australia. Contact us before ordering if you are unsure whether your address is served.

Shipping destinations and weight limits

Shipping costs depend on the destination and packed parcel weight. We do not currently offer free shipping. For parcels over 20 kg, contact us for a quote before ordering.

Our default DDP quote includes transport, customs clearance, import duties and taxes. Contact us to confirm the charge or discuss a slower service or sea freight.

Shipping costs and duties

For parcels weighing 20 kg or less including packaging, we dispatch within 3 calendar days after payment confirmation. Estimated transit is 7–15 calendar days after departure from the logistics warehouse; its scheduling may add approximately 3–5 days of waiting.

Arrival varies by destination. The small-parcel estimate does not apply to sea freight.

Dispatch and delivery estimates

After dispatch, we email your tracking number and a link to Track Your Order. You do not need an account: enter your order number and checkout email to see the latest available shipment updates. If you are signed in, Track Your Order shows the orders linked to your account. Tracking details are also available in My account.

Carrier updates may take time to appear. If you cannot find your tracking information, contact us with your order number.

Track your order

Tracking and delivery issues

If your small parcel has not arrived 15 calendar days after we dispatch it, contact us to check its progress and expected arrival. If it is confirmed lost, you may choose a replacement or a refund.

Track your order

Tracking and delivery issues

Our default DDP quote includes customs clearance, import duties and taxes, so you do not pay those charges separately when receiving the order. Contact us before ordering if you need DAP shipping.

Shipping costs and duties

Contact us promptly with your order number and a description of the issue. For damaged or missing items, we agree compensation for the affected items and an additional goodwill adjustment.

For incorrect items, we discuss compensation if you can use them. If you cannot use them, you may keep them at no charge and we can arrange replacement. Issues caused by our mistake are resolved without requiring a return.

Damaged, incorrect or missing items

We do not offer voluntary change-of-mind returns, including for custom-made products. If your item is damaged, incorrect or missing, contact us for help. Your rights under applicable consumer law still apply; see the full policy for details.

Return eligibility and consumer rights

For standard, non-custom products, request an exchange within 3 business days after receipt. Opened packs are acceptable if the goods remain intact and suitable for resale.

You pay the return and replacement shipping charges, calculated separately. Contact us before sending goods back so we can provide the return address and confirm the arrangements.

Exchange conditions and shipping costs

After the refund is agreed with customer service, we normally initiate it within 1–2 business days through the original payment method. Actual arrival time and any payment-provider fees depend on your provider or bank.

Refund method and timing

We welcome wholesale enquiries and offer quantity-based quotes. Contact us with the products or SKUs and quantities you need so we can prepare a quote for your order.

Our quotes are normally valid for one week. Contact us to reconfirm pricing if you place your order after the quote expires.

We accept custom enquiries based on your sample or specifications, including colors, shapes, packaging and branding. Contact us with your requirements so we can review the project with you.

The minimum order quantity depends on the sample and project requirements. New custom designs that require a new mold involve a mold fee paid by the customer; contact us to discuss the details before ordering.

For product questions, send the product link or SKU, selected option and quantity in packs. For fitting questions, include your accessory measurements.

For order enquiries, send your order number and a brief description of the issue. Do not send card details, passwords or verification codes.