Frequently Asked Questions
Orders & Personalization
How can I contact Aczol?
You can reach us anytime at info@aczol.com. Our customer service team will be happy to help with your questions, orders, or any concerns you may have.
Can I change or cancel my order?
Because our jewelry is personalized and made specifically for you, we begin processing orders as quickly as possible.
If you need to make a change or cancel your order, please contact us as soon as possible. Once production has started, we may no longer be able to make changes or cancel the order.
Can I change my shipping address?
If you entered the wrong shipping address, please contact us as soon as possible. We may be able to update it if your order has not yet entered production or been shipped.
Once an order has been shipped, we cannot guarantee that the address can be changed.
Can I change my personalization after ordering?
Please double-check all names, dates, text, and other personalization details before completing your purchase.
If you notice a mistake, contact us immediately. We will do our best to help, but changes may not be possible once production has started.
Shipping & Delivery
Do you ship worldwide?
We ship to many countries around the world. Available destinations and delivery times may vary depending on your location.
Where do you ship from?
Your order is fulfilled from one of our fulfillment facilities in the United States or the Netherlands, depending on the destination. This helps us provide a faster and more efficient delivery experience.
How long does it take to receive my order?
Because every personalized piece is made to order, please allow time for both production and shipping.
Production: approximately 2–5 business days
After production, shipping times vary depending on your destination and shipping method. Delivery may take additional business days after your order has been shipped.
Please note that processing and delivery times may be longer during holidays, promotions, and periods of high demand.
When will my order be processed?
We process orders Monday through Friday.
Once your order enters production, your personalized jewelry is created, quality checked, packaged, and prepared for shipment.
Once your order has shipped, you will receive tracking information when available.
Do you provide tracking?
Yes. Once your order has been shipped, tracking information will be provided when available so you can follow your package's journey.
Please keep in mind that tracking updates may take some time to appear after the package has been handed to the carrier.
What if my order hasn't arrived?
If your order has not arrived within the expected delivery timeframe, please contact us at info@aczol.com with your order number.
We will check the shipping status and help you determine the next steps.
Returns & Refunds
Can I return personalized jewelry?
Because our jewelry is personalized and made specifically for each customer, we generally do not accept returns for personalized items.
We encourage you to carefully review your personalization details before placing your order.
What if my jewelry arrives damaged or there is a production error?
We're here to help.
If your order arrives damaged, defective, incorrectly personalized due to a production error, or you receive the wrong item, please contact us at info@aczol.com and include your order number and clear photos of the issue.
If the issue was caused by us, we will work with you to find an appropriate solution, which may include a replacement at no additional cost.
What if I entered the wrong personalization?
Please carefully check all personalization details before placing your order.
If incorrect information was provided by the customer, such as a misspelled name, incorrect date, or incorrect shipping address, we may not be able to offer a replacement or refund once production has started.
Payments
What payment methods do you accept?
We accept major payment methods, including:
- Visa
- Mastercard
- American Express (AMEX)
- iDEAL
- PayPal
Available payment methods may vary depending on your location and checkout.
Is my payment information secure?
Your payment is processed securely through our payment providers. We do not have access to your full payment details.
Customs & Taxes
Will I have to pay customs duties or taxes?
Customs duties and taxes can depend on the destination country, local regulations, and the type of shipment.
Where applicable, any customs duties, import taxes, or other fees charged by local authorities may be the responsibility of the customer.
If you have questions about potential charges for your country, we recommend checking with your local customs authority before ordering.
Still Have Questions?
We're happy to help.
If you couldn't find the answer you're looking for, contact us at info@aczol.com and our customer service team will get back to you as soon as possible.