SHIPPING
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of FR|Factory supplied, reliable quality (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://www.factoryriver.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
I wasn’t sure I’d like it cause I chose the wrong font by mistake but as soon as I seen it I fell in love it’s awesome and just the right size it’s so much prettier In person thank you so much
Beautiful
It is beautiful, I have bought my daughter for the second time since the first one lost it in summer in the pools.
I bought as an exchange gift this Christmas. It is beautiful I loved
It's lovely, I bought it as a Christmas present for my daughter's class teacher. I hope he likes it as much as I do.
All excellent arrived in 15 days. Letters are good size
I was worried that it was Korean, but it was so pretty.
It was worth waiting for almost two months. The necklace is beautiful, just as I imagined it would be. Communication with the store was quick and easy, it took only a single message. Very satisfied with the purchase.
It is very beautiful I like it very much very fast delivery ☺️
love it came pretty quick & it’s a good quality
I love it, it's beautiful, it took another couple of days of the month but it's worth it. I love it, it's beautiful, it took another couple of days of the month but it's worth it.
I love it, it's beautiful, it took another couple of days of the month but it's worth it.
I love it, it's beautiful, it took another couple of days of the month but it's worth it.
I love it, it's beautiful, it took another couple of days of the month but it's worth it.
I loved very much, the material is stainless steel very accurate to its description. You choose the name or detail you want to include
This item shipped fast. Great product for the price. Item is just as pictured looks real I got tons of compliments. I will definitely buy again from this store.
Good material, I liked how it turned out, besides that they wrote the name well (I was scared that it did not arrive well written) but I was impressed
Fast shipping, great quality for its price. I’m so happy! Highly recommend!
highly recommend & so cute .... ❤️ very very good product ❤️
I love it, it is very beautiful and I arrive at my house early.
I love them!!! ❤️ I'm getting more as Christmas gifts ☺️
It is so beautiful as in the picture but the name was wrong I changed the name but they has made it as the name i mentioned first. Anyways product is good and deleverd before the estimated date.
100/100 to store. Delivered super fast, top notch quality, beautiful necklace. I'm extremely happy! Thank you seller!
Very beautiful, I was nervous that the name did not arrive but it arrived perfect
I met my expectations... Very happy with a purchase, although it took a while to arrive, it was worth the wait. Very satisfied and happy with my purchase .. I recommend it