Return policy

We accept return and replacement within 30 days after shipment.We will process your return application within 2 business days after you send the return application.

Please note that to qualify for a refund or replacement, the goods must be returned to us within 30 days in the same condition as they were purchased, including all the product documents, and the freight on return shall be borne by the customer.

If you want to speed up the replacement, we suggest you apply for a refund and place a new order.It will take us about two weeks to process your refund.

If the package or merchandise delivered to you is damaged on arrival, please refuse to sign for it or contact us at immediately.Keep all packing materials unless otherwise stated in Ecustomonline.Claims for damage or loss of goods must be made immediately or within five days of receipt of an order.Ecustomonline shall not be liable for any loss or damage arising from the return.

Return address

766 FM 455, Montague, TX 76251 United States

T: +19402326516

Zip Code: 76251

Non-refundable goods

Specially tailored for the final sale of goods, do not meet the return and replacement conditions.

The freight is not refundable.

Goods without ecustomOnline return authorization number will be rejected.The return of lost documents or products will not be processed.

How do I prepare a return or exchange

If you wish to return the goods to Ecustomonline, please follow the following procedures:

The goods are properly packed in their original packing materials.All returns must clearly state the authorization number of the returned item on the outer package of the returned item.If you are returning a product for a refund or exchange, please ensure that the original report or other valuation form is returned together.

Upon receipt of your return

Returns are usually processed Monday through Friday and entered into our system within 24 business hours of receipt.Once entered into our system, you will receive a confirmation email informing you that the return has been sent to our quality assurance department.Please reserve 15 business days for this process.

If you are waiting for a refund, we will make a refund request to your bank within 3 business days.It may take up to 10 business days for the bank to record your money.It takes seven to 10 working days for the bank to wire the refund after the return process is completed.Orders paid through Paypal will be returned to the original Paypal account within two weeks.Please note that the processing time after a major holiday can double.

If you have items to send back, we will send an email after the delivery date is confirmed.You will also receive a shipping confirmation email on the official shipping date.

Cancel or change an order

If you would like to change or cancel an order, please contact Blue Nile Diamond Jewelry Consultant at 1-800-853-679.We will try our best to accommodate order changes prior to shipping confirmation.Some changes will cause delays in delivery.For special order requirements and/or orders that have been sent, we cannot adjust to change or cancel the order.Do not change the shipping address of the package after entering the shipping state.If you wish to pick up your package in person, please contact us.If your order has been sent but you do not want it, you can contact us to return it after receiving the goods.

Check the returned status

Please check the status of your returned items on our Returns Status page.

 Please note:

* We reserve the right to refuse the return if it is received in an unacceptable condition.

* We cannot process products that are returned without our previous knowledge.

* We are not responsible for lost or damaged returns. Please keep the receipt with tracking information.

* All PayPal payments can only be refunded through PayPal. All credit card payments will only be refunded to the original credit card

Our contact information and address:

Company Name: ecustomonline Co.,Ltd

Contact Department: Customers Service Dept.


Address: 766 FM 455, Montague, TX 76251 United States