EverCharming’s ~ Frequently Asked Questions

Ordering & Email Questions
How do I order?
How do I find what I'm looking to buy?
Do you accept international orders?
Can I cancel my order?
What if I ordered a duplicate item by mistake?
What is ChannelAdvisor?
Why do you use the ChannelAdvisor checkout?
Do you offer insurance?
How do I contact Customer Service?
How long until my email question is answered?
Why have I not received any emails from you?

Payment Questions
What forms of payment do you accept?
How do I pay for my purchase?
What if all my purchases are not showing up when I try to pay?
What is your paypal ID so I can send you payment directly?
How do I make a combined payment?
How do I use my discount code?
Is there sales tax?
Do you accept personal checks?

Shipping Questions
Do you combine shipping?
How much do you charge for shipping and what options do I have?
Can you hold a paid order and ship it at a later date?
If I make multiple payments will you refund the extra shipping?
How soon can I expect to receive my order??
How do I check on the status of my order?
How can I track my order?
Why does the Delivery Confirmation status say the post office is expecting my package?
Do you ship outside the US?

Merchandise Questions
Do you have a printed catalog?
Do you have a physical store?
What does “3D”, hollow, solid etc. mean in your listings?
What size split ring do you send with each charm?
Why can't I find an item that I had found before in your store?
What other products do you offer?
Do you do engraving?
What's the best length for a necklace or bracelet?
How do I keep my charms securely fastened?
Do you have gift boxes?
Where is your jewelry made?
Do you offer quantity discounts?
Do you sell wholesale?
What is your return policy?
How to I return or exchange items?

Feedback & Miscellaneous Questions
When can I expect feedback from you?
What are the markings on some of my charms?
What is your privacy policy?

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Ordering & Email Questions

How do I order?
It's easy to order from us on eBay. If this is your first time purchasing you will need to register with eBay. Once registration is complete you may begin your shopping. Please order by bidding on our items or using the “Buy It Now” feature. You can easily order multiple items and then complete payment when you are finished shopping.

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How do I find what I'm looking to buy?
You can use the search box located on our home page or visit our new “Easy Search” page by clicking here.

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Do you accept international orders?
Currently we ship our eBay orders to the U.S., Canada, Europe, Japan, and Australia.

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Can I cancel my order?
Once a bid or “Buy It Now” transaction on ebay is initiated it considered binding and you are expected to complete the transaction. If you must cancel your order you will still need to pay the eBay fees on the item(s) cancelled.

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What if I ordered a duplicate item by mistake?
If your bid is ending in more than 12 hours you may be able to retract your bid through eBay’s system. In any other circumstance please contact us to discuss.

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What is ChannelAdvisor?
ChannelAdvisor is an eBay certified provider that we use to track out extensive inventory and combine purchases in a checkout so only one shipping fee is charged to a buyer. It is not a payment service. The checkout will combine your order so you receive combined shipping and then quickly connect you directly to the paypal.com site if that is your payment method of choice. ChannelAdvisor also allows us the ability to offer discount coupons – a service not currently provided by the eBay checkout.

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Why do you use ChannelAdvisor checkout?
ChannelAdvisor has been certified and approved by eBay. It provides the following benefits that eBay does not offer.

• ability for buyers to use discount and coupon codes on eBay purchases
• ability to pay by credit card, money order, or Paypal.
• buyer may enter an alternative shipping address (i.e. ship to an office or to a gift recipient), not just your confirmed PayPal address
• select from different shipping options (First class, Priority Mail or Express Mail)
• receive automated tracking information when your order is shipped
• purchase additional items without incurring additional shipping charges

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Do you offer insurance?
Optional insurance is available for shipments to US addresses. We strongly recommend that you purchase insurance for your package. If you do not insure your items we do replace any packages lost by the USPS. Our liability for your order ends when we deliver your securely packaged items to the US post office. Your package will have no marking indicating that there is jewelry or sterling silver inside but if you have had trouble in the past with USPS mail going missing we strongly recommend you purchase insurance. If your insured package does not arrive 30 days (4 weeks) from the shipping date, please let us know by email by the end of the 4th week. If your package arrives damaged, save the entire package including packing materials and notify us immediately via email to begin a claim.

We use DSI Insurance and pass the discounts on to our buyers. Currently, the cost to insure any size order is a flat fee of $1.25 for domestic and international shipments.

How do I contact Customer Service?
Due to eBay's new policies (July 2008) we are prohibited from listing our telephone number or email address here or in our listings. Please use the 'Contact Seller' button in any of our eBay listings to contact us and we will respond as quicky as possible.

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How long until my email question is answered?
We try to answer all email questions within 48 hours, excluding weekends and holidays. If you send us an email over the weekend we will reply on Monday.

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Why have I not received any emails from you?
We send emails out daily as you win or purchase items. We also answer all email questions within 48 hours. If you are not receiving our emails please adjust your spam settings and look in any junk mail folders. This is a common issue with Yahoo, Comcast, Earthlink, and AOL email accounts. Please also check that eBay has your current email address on file.

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Payment Questions

What forms of payment do you accept?
Mastercard, Visa, and American Express.
Payments through Paypal
Due to eBay’s new regulations we are no longer allowed to accept payments through the mail.

International buyers may pay with Paypal or credit card.

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How do I pay for my purchase?
We require all buyers to go through our easy checkout as stated in our eBay listings. Please use the checkout link in any winning bidder email you receive from us or return to the eBay listing and use the Pay Now button to be directed to our checkout.

Our checkout will combine your shipping and allow you to pay with credit card or through Paypal.

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What if all my purchases are not showing up when I try to pay?
If you do not see all your purchases please wait for an hour and try again. eBay’s checkout system can take time to “finalize” the auctions and make them ready for payment. If you are still having trouble after several hours please let us know by contacting us through the 'ask seller a question' link on any of our eBay listings.

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What is your paypal ID so I can send you payment directly?
**Due to eBay's new policies (July 2008) we are not able to list our email address here or in our listings - and that email address is our paypal ID name. To receive out paypal ID please contact us through the 'ask seller a question' button on any of our eBay listings and we will respond as quickly as possible. You can easily make paypal payment through our checkout. You must complete our checkout where you will have the option to go directly to the secure paypal.com website and pay for your order if that is the payment method you choose. This method insures that your payment will be attached to your order so it can be shipped in less than 24 hours. When payments are sent directly to our paypal account without going through the checkout we do not know they are there and there may be a delay of up to 4 days in shipping your order.

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How do I make a combined payment?
To make combined payments and receive combined shipping click "Buy It Now" on the items you want or win the auctions, but do not pay immediately. After you finish shopping/winning you can return to any listing you have purchased/won and click the "Pay Now" button in the auction listing. Follow the simple check out and you will see the list of all your outstanding purchases from us. We require that all buyers use our simple, fast, eBay-approved checkout.

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How do I use my discount code?
In order to use a discount code you must enter it in the “promo code” box during the checkout process before you pay. Be sure to hit “enter” so the code will register in your order. Discounts can not be applied or funded to you after the order is paid.

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Is there sales tax?
If your order is being shipped to a California address we are required to charge 7.75% state sales tax. This will automatically be added during the checkout process. Currently we do not sell wholesale and do not accept resale certificates to remove sales tax. We do include an itemized receipt with each order so California buyers with resale numbers can use the receipt to recoup the tax paid on their next BOE filing.

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Do you accept payments by mail?
No. Due to eBay’s new rules (October 2008) we are only able to accept payment by Paypal or credit card.

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Shipping Questions

Do you combine shipping?
Yes! We encourage you to take advantage of our great discounted shipping! All items won through our auctions and store listings within a 7 day period can be shipped to any US address for the low rate of $1.75 with delivery confirmation, but only if the items are paid for with one payment. Shipments sent to International addresses are a low $2.50 S&H fee plus $1.25 insurance fee per shipment. We are very strict about our "one payment" rule because of the transaction fees incurred by multiple payments. We do not refund extra shipping fees paid in multiple paypal payments. The only way we can offer this bare bones shipping price is by keeping our transaction costs down.

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How much do you charge for shipping and what options do I have?
$1.75 to any US address by USPS First Class Mail
$2.50 plus $1.25 insurance to International addresses by USPS Air Mail. **Please be sure we ship to your country before ordering**

We also offer two additional shipping options for US addresses. These choices are available in the checkout process.
$4.95 Priority Mail (2-3 day service)
$19.75 Express Mail (1-2 day service)

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Can you hold a paid order and ship it at a later date?
No. Once an order is paid it must be shipped immediately. We do not have a system in place to hold paid orders and ship them at a later date.

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If I make multiple payments will you refund the extra shipping?
Unfortunately, no. We are very strict about our "one payment" rule to receive combined shipping because of the transaction fees incurred by multiple payments. We do not refund extra shipping fees paid in multiple paypal payments. The only way we can offer our low shipping prices is by keeping our transaction costs down.

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How soon can I expect to receive my order?
Orders are shipped within 24 hours of receipt of cleared payment Monday through Friday, excluding holidays. If cleared payment is received on Saturday or Sunday your order will be shipped on Monday. First class shipping usually takes 2-7 days to arrive at a US address. Shipping outside the U.S. generally takes 7-30 days to arrive depending on how fast the customs office in the destination country clears the package for delivery. During holiday seasons mail may take longer to arrive. These are estimates from the USPS. The USPS does not guarantee delivery times for first class mail.

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How do I check on the status of my order?
You will receive an e-mail confirming the shipment of your order. If your order is going to a US address a link to the delivery confirmation status will be in the email. Delivery Confirmation is not a tracking service but if mail is detained in processing centers it will sometimes be scanned and an update will be available. Please allow for adequate shipping before contacting us. Should you have any questions regarding your order, please e-mail us and be sure to include your name and order number.

Shipping outside the U.S. generally takes 7-30 days to arrive depending on how fast the customs office in the destination country clears the package for delivery. During holiday seasons mail may take longer to arrive.

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How can I track my order?
You will receive an e-mail confirming the shipment of your order. If your order is going to a US address a link to the delivery confirmation status will be in the email. Delivery Confirmation is not a real-time tracking service but if mail is detained in processing centers it will sometimes be scanned and an update will be available.

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Why does the Delivery Confirmation status say the post office is expecting my package?
The note in the delivery confirmation record is the standard note generated when electronic postage is printed and the delivery confirmation number is submitted to the postal service. There may be no other notes visible in the record until the delivery is made - unless there was a delay in a processing center or a problem with the address. By law, your package is mailed on the date your shipping confirmation email states.

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Do you ship outside the US?
Yes, we currently we ship eBay orders to Canada, Europe, Japan, and Australia.

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PayPal and credit cards are the only forms of payment we accept from buyers outside the U.S. Take advantage of our COMBINED SHIPPING deal for $2.50 plus $1.25 insurance shipping fee to the international destinations we ship to. One single shipping and handling fee will cover your entire order as long as all the items are paid for in ONE PAYMENT. Full details on how to make combined payments can be found in our winning bidder emails or our F.A.Q. page.

Insurance claims on missing international package can be filed 30 days after the mailing date if a package has not arrived.

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Merchandise Questions

Do you have a printed catalog?
No. We add dozens of items each month so we are not able to maintain a printed catalog. To view all of the items available on ebay please visit our Easy Search page.

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Do you have a physical store?
No. We are an internet seller only. Due to insurance requirements we do not allow orders to be picked up from our offices.

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What does “3D”, hollow, solid etc. mean in your listings?
3D – three dimensional on at least three sides
Fully 3D – completely three dimensional with no openings
Hollow – 3D with no openings but hollow inside
Solid – completely solid sterling silver. Generally these charms are also 3D
Puffed – hollow inside

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What size split ring do you send with each charm?
We send a solid sterling silver 6mm split ring with each charm. Other sizes, including 6mm and 7mm, are available for purchase in our eBay store.

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Why can't I find an item that I had found before in your store?
If you are unable to locate an item by searching our site please email us and we will happily list the item on eBay and send you the link or let you know the status of when we should be receiving more stock.

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What other products do you offer?
Currently we sell:

Sterling silver charms
Sterling silver pendants
Charm bracelets
Sterling silver chains
Charm rings
Split and jump rings
Spacer beads
Pliers and tweezers
Charm lanyards
Polishing cloths
Poly storage bags

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Do you do engraving?
Unfortunately, we are unable to offer engraving at this time.

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What's the best length for a necklace or bracelet?
Please visit our Size Guide page for more information.

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How do you keep charms securely fastened?
We recommend you use the split rings to attach your charms or have the jump rings soldered closed by a professional jeweler.

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Do you have gift boxes?
No. In order to keep our product and shipping prices low we do not stock or provide gift boxes.

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Where is your jewelry made?
90% of our jewelry is made in the United States. We also import jewelry from Italy, China, Tibet, Nepal, and Thailand.

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Do you offer quantity discounts?
Our available discounts for eBay purchases can be viewed here.

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Do you sell wholesale?
No. At this time we do not sell wholesale or accept resale certificates to exempt California sales tax. Please visit our discount page to see the current promotions.

If your order is being shipped to a California address we are required to charge 7 75% state sales tax. This will automatically be added during the checkout process. We do include an itemized receipt with each order so California buyers with resale numbers can use the receipt to recoup the tax paid on their next BOE filing.

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What is your return policy?
All of Evercharming’s products carry a 30-day money back guarantee, from the date the package is delivered. If you are not completely satisfied with your purchase, please email us and we will work with you to resolve all issues. Returns are processed on Fridays and emails are sent by the end of Friday confirming you item(s) has been received and refunded or exchanged.

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How to I return or exchange items?
All orders are shipped with complete return and exchange instructions. Returns must have the order number marked clearly on the outside of the package or the processing of your return may be delayed. Once we receive your and inspect your item we will contact you via email to confirm your refund is being processed. This process takes up to one week from the date we receive your return. Shipping and handling charges are non-refundable. Return shipping costs are your responsibility. Be sure to send your return merchandise via a traceable method (delivery confirmation or insured mail). We are not responsible for return packages that are lost, stolen or damaged en route. Do not ship items in standard letter envelopes. The USPS machinery rips envelopes with lumps (charms or bracelets) inside and we end up receiving torn, empty envelopes and cannot recover the items to complete your return or exchange.

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Feedback & Miscellaneous Questions

When can I expect feedback from you?
We leave feedback for ALL buyers once the entire transaction has been completed. We leave feedback based on two factors - receiving payment within the timeframe we state in our listings, and the willingness of the buyer to give us the opportunity to address and fix any issues regarding the transaction. This gives both parties in the transaction the opportunity to work together so we can both enjoy a positive experience in the end. When a buyer posts feedback for us we know that they have received their merchandise and our transaction is complete. If you have issues that you need resolved before you are comfortable leaving positive feedback, please contact us. Email us BEFORE leaving neutral or negative feedback and we will work with you to address any issues. Your complete satisfaction with our transaction is very important to us and we enjoy exchanging positive feedback from our customers.

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What are the markings on some of my charms?
Many charm makers have their own hallmarks. Most charms are also stamped “925” or “sterling”.

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What is your privacy policy?
Evercharming and Flying Carpet Imports will not sell, rent, or loan any information regarding its customers to any third party. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented.

EverCharming's .925 Sterling Silver Charm Shop is a division of Flying Carpet Imports ©Flying Carpet Imports, 2002-2008. All rights reserved.