FAQ

Contact us as soon as possible. If production or fulfillment has not started, we may be able to help. Once a made-to-order or custom item enters production, changes or cancellations may not be possible.

Email us immediately with your order number and the corrected address. We will try to update it before shipment. If an order has already shipped, address changes may not be possible.

Orders are shipped from our partner facilities, primarily located in Asia. The exact origin depends on the product and may vary between orders. We currently deliver to most countries worldwide.

Yes. Shipping is free on all orders, no minimum required.

Depending on your country's customs regulations, your order may be subject to import duties, taxes, or customs fees upon arrival. These charges are determined by your local customs authority and are the responsibility of the recipient. SFOUNDA does not control, collect, or reimburse these fees.

Many items are made to order or produced in small batches. The estimated production time is listed on each product page. Production time is separate from shipping (carrier transit) time.

Orders ship after production is complete. The product page shows an estimated dispatch window and a general delivery timeframe. If we cannot ship within the stated timeframe, we will contact you with an updated estimate and options, including waiting or canceling for a refund on the unshipped portion.

Yes. Once your order ships, you'll receive a tracking number by email. Tracking updates may take 24–72 hours to appear depending on the carrier — this is normal.

Contact us with your order number and tracking details. We will review the shipment status and assist based on the carrier's scans and our policies. If a package is marked delivered, we may ask you to check with household members, neighbors, or local delivery offices first.

Yes. If your order is time-sensitive, email us before placing the order (or immediately after checkout). We can help you estimate production and shipping timing, and advise whether it's likely to arrive by your preferred date.

Depending on the product, we may need a photo upload, the text you want (name/date), and any preferences you submit at checkout. The clearer the photo and instructions, the better the final result.

Email us as soon as possible. If production has not started, we may be able to update your details. Once production begins, changes may not be possible.

Custom/personalized items are generally not returnable or exchangeable for non-quality reasons because they are made specifically for you. If your item arrives defective, incorrect, or significantly differs from the confirmed details, contact us and we will assist with a replacement or refund in line with our Return & Refund Policy. Nothing in our policy affects your statutory rights.

Email us with your order number and clear photos or video. We inspect orders before dispatch, but if a defect or damage occurs, we will help with a replacement or refund depending on the case.

We respond to support emails within 24 hours. After review, we'll propose next steps as quickly as possible. Refund processing time can vary by payment provider and bank after approval.

We aim for accurate photos and descriptions. Small differences may occur due to lighting, screen settings, and made-to-order production. For custom products, the final result depends on the photo and details you provide.

Avoid exposure to harsh chemicals, perfume, and prolonged moisture. Store jewelry separately to reduce scratches. If your product page includes specific care notes for a material, follow those instructions.