Our customers are extremely important to us and the number 1 priority of Ashen Dragon is to make you, the customer 100% satisfied with your user experience and product purchases.
You do not need to send back a defective or broken item, simply take a picture of it and send to us.
Q: What happens when i make a order?
A: Once your payment is complete you will recieve an order confirmation message to your email. Then within 1-3 business days your order will be processed and shipped.
Q: I did not recieve a confirmation email after i completed my order, why not?
A: If you did not recieve a confirmation email after you placed your order please check your spam/junk mail folder and see if it ended up in there.
If you don´t find it there, perhaps you entered the wrong email adress by mistake?
Please contact us and we will check and make sure that your order is placed.
Shipping & Handling Questions:
Q: Do you ship to any country?
A: Yes, we ship worldwide!
Q: How much does shipping cost?
A: We offer free shipping worldwide!
Q: When can i expect my order to arrive?
A: Since we work with several different manufacturers from different parts of the world your order can take anything from 2 weeks to 4 weeks to arrive depending on where you live, delays in customs and certain holiday events that can prolong the shipping times even further.
Please be patient and expect around 2-4 weeks for your order to arrive.
Q: I ordered several items, why didnt i recieve them all in the same package?
Some of our products are shipped from different manufacturers and warehouses and therefore will be shipped separately.
Dont worry and please be patient, all your items will get to you!
Q: Can i change my order details/shipping adress?
A: If you accidently entered the wrong information or want to change your order please contact us as soon as possible and we will try and make it right.
If your order have allready been shipped however we unfortunately cannot do anything about it.
To avoid any mistakes please double check all your information before completing the order.
Q: Can i check the status of my order?
A: If you want to track your order, contact us and we will provide you with a tracking number.
Payment & Security Questions:
Q: What payment methods do you accept?
A: We use Paypal which is a widely used and safe payment method. Read more about paypal here
We also accept all the major credit and debit cards (Visa, Mastercard, American Express and more). Either via Paypal or Stripe. Read more about Stripe here
Q: Is it secure to make online transactions on your site?
A: Yes, Ashen Dragon uses highly secure and encrypted secure socket layer certification (SSL) on our site.
SSL is commonly used on websites worldwide to ensure that your information is kept safe. Read more about SSL here.
We only use highly reputable and safe payment options like Paypal and Stripe.
Q: I´m having trouble paying with a credit or debit card.
A: If you are unable to pay with your credit/debit card at the checkout, please try using another web browser (like google chrome, firefox etc) and/or another device (tablet, phone, computer).
If you are still having problems please log in to your online bank account or visit the bank office and check if your card is verified/accepted to use for international payments.
You can also try using another card.
If nothing of the above works, please contact your bank and hopefully they can fix the problem.
All of our products are set in US Dollar.
If you want to see the prices in any other type of currency you can switch to any currency of your liking from the list and the prices will automatically convert to the selected currency.
The currency will however automatically be switched to, and be processed in US Dollar at the checkout since that is the currency our store is based on.
Taxes and Customs:
While we do everything we can to avoid any extra tax/customs costs for our customers, it is a however a possibility that you might have to pay some extra import taxes or customs costs due to regulations and laws in your country.
We cannot predict and have no control over any of these extra charges and it will be up to you (the buyer/recipient) to be aware of your governments legislation and cover any such extra costs.
Guidelines for Jewelry:
To make sure that your jewelry stays in good condition there are a few guidelines and tips that we recommend.
- Remove your jewelry before doing any activities that makes you sweat (like exercising, fitness etc)
- Try and avoid too much contact with water. Take your jewelry off before taking a shower, bath, taking a swim etc.
- Remove your jewelry before sleeping.
- Keep your jewelry away from chemicals.
- Remove your jewelry before using make-up.
- Be careful of motions and activities that cancause scraping on your jewelry.
If you have any other questions or feedback please do not hesitate to contact us at firstname.lastname@example.org and we will do our very best to give you a quick reply.
Your opinion is very valuable to us!