Frequently asked questions
Please make sure you are using an active email, one that you normally use.
Orders are not final if you do not finish all the steps and get an order number. Please check your email and take note of your order number.
Kindly make sure your order is final, once orders are in, we do not guarantee that we can change your order due to limited availability. We also do not tolerate customers with "hit&run" tendencies, if you have the habit of putting in an order and not paying for it, we will be keeping track. All cancelled orders will be taken note of and multiple cancelled orders may result in a ban in your account.
We try our best to accommodate to your request but please note everything is subject to availability and change. Contact us to ensure your request is doable.
Please keep in mind that final orders cannot be cancelled or altered. You can return them minus the restocking fee.
When picking the shipping service you’d like to use, keep in mind that we recommend only JNE City to City or JNE REG/YES. We have experienced a lot of problems with JNE OKE and if you choose the cheaper option, it often comes with consequences - late/super slow deliveries, misplaced packages. We will not be responsible for packages using JNE OKE under any circumstances.
Please make sure your address is correct. We go by system and if you want us to ship your items to a new address, please fill that up accordingly. We are not responsible for packages with incorrect/missing information.
If an item is sold out, there is a box where you can leave your email and an email will be sent when it is restocked. There is, however, no guarantee.
We ship the next day (weekdays). So if a collection is launched at night, we might need time to pack and will send it the next working day.
One hour is the grace period and non-paid orders usually expire after that. The one hour grace period does not apply to new launches. For new items of new collections, we require immediate payment during launches as our items are limited. Lastly, we reserve the right to cancel your order earlier, without notifying you, when someone wants to purchase the item you are holding on to. Typically if you do not pay after 30 minutes, we will regard your order as cancelled unless you contact us beforehand.
When choosing manual bank transfer BCA, your order is not confirmed and completed if you have not filled out the confirmation payment form. Because you are transfering to our BCA account, I will not be notified of the payment unless you send a confirmation. If you paid with a credit card/via Xendit, there is no need to confirm.
In case items get sold out, we will be notifying you via WA/email for alternatives.
** We do not offer any refunds/exchanges. Any form of refunds will be in a form of store credit.
We offer two payment methods : manual BCA transfer (transfer to my BCA account from your mbanking) or Xendit (for all major credit cards, Virtual account for Mandiri, etc).
It is very simple and do not require much thinking.
Manual BCA transfer - it is what it is. You will be directed to a page with BYDJO’s BCA account number, and then you would still need to fill out the confirmation payment form so that I can verify your transfer. Please do not forget this step as this method is still manual. Once you fill out the confirmation page or confirm via WA, I will check and verify the payment and then you will get an email stating your order is confirmed. Only then it is done and your order is in our system.
Xendit - We used a third party payment gateway for customers who want to use credit cards, Mandiri, BNI, etc. If you accidentally exited out of the page, please check your email for the Xendit invoice link. This is why your email is important. If the payment do not go through, please check on your bank and your card’s limit. Most times it is because your card limit is over, hence that’s why it can’t charge the card. Most times we have little to no problems with using Xendit.
Our BY/DJO items go through intense quality control before getting shipped out. Usually it goes through 3 steps to ensure the product you receive is of excellence.
In rare cases where we miss something, we sincerely apologize. Please contact us via email or WA to get help with your order. If you need us to fix anything, please fill out this form here. Please note to read every single detail to ensure your entry is received.
With that being said, we only accept complaints within 3 days of delivery with proof of unboxing. So if you follow up with us 3 days after your order has arrived at your place, we have the right to reject your complaints/request. We do take this seriously as we want to find a fair solution for all sides.
Any complaints received after 3 days of receiving the item will not be accepted. We do apologize for this but we expect customers to do their due diligence in contacting us as soon as they find a problem with their order(s).
Depending on the situation, if your exchange is approved, you have 3 days to return the items to us to be eligible for a refund/exchange, this is to ensure the piece is still new and not mishandled by the customer. We will and have rejected items that are not returned to us within the timeframe.
The exchange/refund/complains will not be accepted after weeks of receiving the order as it simply is not fair on our side.
If in any circumstances you insist on returning your item for store credit, please note we charge a 30% restocking fee that will be substracted from your refund.
Please note that we will require an unboxing video of your order. Due to hygienic purposes, we do not accept earrings that have been worn.
We reserve the right to reject any return/exchange as all these terms & conditions are agreed upon purchase.
Please note that how long your jewelry lasts depends on how you take care of them.
BYDJO jewelries are handmade and very delicate with requires extra care.
Follow these tips — (This is how I keep my BY/DJO pieces and have proven to last the test of time)
- avoid swimming/exercising/doing anything that might get your BY/DJO pieces in contact with water. From my experience, sweat is one of the culprits that your BY/DJO pieces tarnish/change in color.
- I recommend cleaning it with a dry cloth first, before using any harsh chemicals/polishing cloth. Some gold plated pieces are thin, hence you might rub off the gold layer.
- consider buying Talk Town Polish (available here) for spot polishing your items. They come in silver and gold and microfibre cloth, so buy accordingly. We recommend try spot polishing first before rubbing the whole piece. Some gold finishing may be rubbed off.
- I place my BY/DJO accessories in small ziplock before putting them into their pouches. This is for added security and will prevent oxidation.
- Please keep away from sunlight.
Please keep note that you are buying gold vermeil/plated pieces so naturally they don’t last forever. If you’d like something that lasts forever, please consider buying full gold pieces.
We are terribly sorry if your BYDJO pieces do not last as long as you expect them to.
One guarantee is that we have checked every accessory before shipping them out, and most of our pieces have been sampled religiously to ensure the longevity of its wear. I apologize if your experience is different.
Please fill in this form to initiate a repair.
Right off the bat, we accept repairs if it has been bought within 3 months and if the stud is not broken, complete with an order number. There will be repair costs incurred (starting at 100k per half an hour), depending on the complexity of the repair job and materials used, plus shipping costs back to you.
Accesories that were bought beyond the timeframe will have a surcharge :
within 3 months - additional 100k before time taken and supplies used.
over 3 months - additional 150k before time taken and supplies used.
over a year - NO REPAIRS PLEASE.
As soon as we send you our address, the accessory should be shipped back to us latest within 3 days.
We are delighted to offer an exchange if you receive a defected* good or/and if it is in stock within your purchase warranty (2 weeks).
If you are sending a piece back to be fixed, please make sure it is free of dirt/oils from your previous uses. I will have the right to reject any pieces that are not cleaned before sending it back to me. Please also include the pouch and its original packaging/box for a safe delivery. Anything that happens in transit is the buyer's responsibility. If you would like to return your piece with GOJEK, please make sure with us beforehand.
When sending back the piece to you :
Sometimes customers send back just the pouch or just the earring. That is not safe to ship back, hence we will repack it. But there will be additional cost. You will be billed the fixing charges BEFORE shipping. All repairs will be shipped back at the buyer's expense.
We believe that the lifespan of the earring really depends on the user as I (Celine) personally have each and every earring/accessory I curate in BYDJO. All earrings have been worn and tested by me to ensure it is of the best quality and experience for the user. If you have received an earring with a wonky stud or loose parts, please let us know within 3 days of receiving your package. Anything after is considered as customer’s negligence.
If the pearl/crystal on your earrings have fallen off, we can assist in gluing it back together, but please make sure you still have the pearl/crystal. You are responsible for the shipping and repairing services and varies with each earring.
Please send us a message beforehand to get assisted, either email, DM or WA.
* Please inquire with us if your earring is consider defected. If it affects the overall front look of the earring or the wear of the earring, it is considered as a defect. Due to each BYDJO accessory being handmade, some earrings feature its own unique characteristic.