Effective Date: September 2026

Welcome to Fenvexa. Here you can find answers to common questions about orders, payments, shipping, returns, and our jewelry collections. If you need any further assistance, please contact our customer support team. Email: service@fenvexa.com Response Time: We aim to reply within 24 hours on business days.

Orders & Account

Do I need to create an account before purchasing? No. You can complete your purchase as a guest without creating an account. However, creating an account allows you to:

• View your order history
• Track your purchases more easily
• Manage your customer information

Can I update or cancel my order after placing it? We understand that changes may sometimes be needed. Please contact our support team within 48 hours after placing your order. Once your order has entered the fulfillment or shipping process, changes or cancellations may no longer be possible.

How can I check my order status? After your order is confirmed, you will receive an order confirmation email. Once your package has been shipped, tracking details will be sent separately so you can follow the delivery progress.

Payment & Checkout

What payment methods are available? We accept secure payment methods including:

• Visa
• Mastercard
• American Express
• Other payment options available during checkout

All payments are processed through secure payment systems.

Is my payment information safe? Yes. We use encrypted payment technology and trusted payment providers to help protect your personal and financial information. We do not store complete credit card details on our servers.

Are there any additional charges? All product prices are displayed in USD unless otherwise stated. Depending on your location and payment provider, additional charges such as currency conversion fees may apply.

Shipping & Delivery

Where do you ship from? We provide international shipping services. Orders may be fulfilled from different distribution locations depending on product availability and the destination country.

How long will my order take to arrive? Order processing usually takes: 1–3 business days

Estimated shipping time: 12–15 business days after shipment

Delivery times may vary depending on destination, customs processing, and local carriers.

How do I track my package? Once your order has been shipped, we will send a confirmation email containing your tracking information. You can use the tracking number to check your delivery status.

Delivery Problems

What if I entered the wrong shipping address? Please contact us as soon as possible after placing your order. We can only update shipping details before the order enters the shipping process. Once dispatched, address changes may not be possible.

My package shows as delivered but I haven't received it. What should I do? Please check:

• Your mailbox or delivery location
• With household members
• With neighbors
• With your local carrier

If your package is still missing, please contact us within 7 days after the delivery confirmation date.

Returns & Exchanges

What is your return policy? We offer a return policy for eligible items. Returned products must meet the conditions described in our Return & Refund Policy, including being unused and in original condition.

Who covers return shipping costs? Return shipping responsibility depends on the reason for return. Customers are generally responsible for return shipping costs for personal reasons. If an item arrives damaged, defective, or incorrect due to our mistake, we will review the situation and provide assistance.

What should I do if my jewelry arrives damaged? Please contact us within 7 days of delivery. To help us resolve the issue quickly, please provide:

• Order number
• Description of the issue
• Clear photos or videos of the item

Refund Information

How long does a refund take? After a returned item has been received and inspected, approved refunds are usually processed within: 5–10 business days

The final posting time depends on your payment provider.

Jewelry Care

How can I keep my jewelry looking beautiful? To maintain the appearance of your jewelry, we recommend:

• Avoiding prolonged contact with water or chemicals
• Removing jewelry before intense activities
• Storing pieces separately when not in use
• Cleaning gently with a soft cloth

Proper care helps preserve the beauty and finish of your jewelry.

Customer Support

If you have any questions about your order, products, or shipping, our team is happy to assist.

Email: service@fenvexa.com

Support Hours: Monday – Friday, 9:00 AM – 6:00 PM

Website: fenvexa.com

Website Operator: URBATAM FASHION LLC

Business License Entity: URBATAM FASHION LLC

Registered Address: 203 Grimes St,Aguilar,Colorado 81020,US

Customer Service Email: service@fenvexa.com

Customer Service Phone: +1 6012533380

We appreciate your trust and look forward to helping you enjoy your jewelry experience with Fenvexa.