Q: WHAT SHOULD I DO IF MY KNOTS COME LOOSE?

A: This may happen over time and with use. Just pull and tighten the knot into place. Due to the rope having a glue base, it should hold together. Be careful nt to pull the rope too tight as it will snap and break.

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Q: WILL THE RHINESTONES SNAG MY CLOTHING?

A: No! The ropes should never snag your skin or clothing. It may snag your hair, but this is temporary and will stop after a few wears. You can massage a lightweight oil (ex, “grapeseed oil”) into the rope in those areas, and that should help.

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Q: WHY DOES THE RHINESTONE GARMENT SMELL LIKE THAT?

A: The ropes are a glue base, hence the smell, which will 100% fade away. Air out items before use and open the windows and doors. The scent should reduce over time and won't be noticeable.

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Q: WHY AM I FEELING A PINCH IN MY SKIN FROM THE RHINESTONE GARMENT?

A: The inner thread may stick out due to the knotting of the rope. You can look closely and cut the “clear” strand only, and it should stop. See examples below!

 

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Q. HOW LONG DOES IT TAKE FOR MY ITEM(S) TO BE SHIPPED?

A.    Orders are processed and mailed out after completion!​

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·       All bags and merchandise will be shipped through USPS and UPS. All orders are processed on a first-come, first-served basis, but with a paid-in-full deposit. Before the order is shipped, a payment for the remaining balance MUST be paid in full. If an order is placed over the weekend (Friday night - Sunday), it will be processed and shipped out on Monday. If a holiday falls on a weekday, all orders will be processed and shipped out on the next day. Please keep in mind that during the holidays, this time may vary due to the busy holiday schedule.

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Q. HOW DO I TRACK MY ORDER?

​A. You’ll receive an email confirmation after your order has been placed. There you’ll find the tracking number. If you can’t locate it, email us at AssistanceKNH@gmail.com

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·       It may take up to 24 hrs. for the tracking information to appear.

 

·       You can also go to your local postal service website to track your package, ex, (https://tools.usps.com/go/TrackConfirmAction!input.action)

 

·       Fyi, make sure that you’re always entering the correct tracking number because one extra space or one wrong number will give you incorrect information.

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Q. WHAT HAPPENS IF I DON'T RECEIVE MY PACKAGE, I'VE MISSED MY DELIVERY, IT'S LOST, OR STOLEN?

A. If you’ve happened to miss your delivery, always check the tracking number to find out the latest location of your package. Most postal services will make a second attempt, but if not, you should be able to pick it up at your local post office, and this applies to international orders as well.​​​

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·       Once we've mailed your item(s) and it's no longer in our hands, it’s not our responsibility. The postal service is now responsible for your items. After we've shipped your item(s), we're not responsible for any lost or damaged goods, anything affected by customs, any natural occurrences, transfers from USPS/UPS to your local carrier in your city, air and ground transportation strikes or delays, nor any extra fee’s, customs, or back-end charges once the package has exited our facility. Please keep all receipts and shipping confirmation information just in case we have to further investigate. You can always email us at AssistanceKNH@gmail.com

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Q. WHAT IS THE RETURN POLICY?

A. All orders are FINAL and cannot be returned!

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·        You have 7-10 days to notify us of any damages to your bag(s)/merchandise before it is sent back to us to receive the proper correction or exchange.

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NOTE: If it’s past the return time allowed, we cannot provide you with a repair or an exchange for an accessory. We recommend that you send us an email letting us know why you’re sending us back an item.

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·       When returning your bag(s)/merchandise, make sure that you’re returning everything (including tags and labels) that was sent out to you and in the same condition that you received it, because if not, your return, repair, exchange, or credit will not be processed. It must also be in the original packaging.

·       ​We're not responsible for shipping and handling costs if an item is being returned for a repair or accessory change.

NOTE: We’ll ONLY ship it back to you for free, in the event of it being the manufacturer’s fault.

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·        We’ll need the receipt, as proof, to complete your return.

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Q. CAN I CHANGE MY ORDER AFTER IT’S BEEN PLACED?

​A. Once you’ve placed an order, unfortunately, you can’t make any changes to it because the processing has begun. You can’t change your order or add anything else once it’s been placed. We also can’t make any changes to your order. Please review our "return policy" first.

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Q. CAN I EXCHANGE MY ITEM(s) FOR A DIFFERENT SIZE, COLOR, ACCESSORY, ETC.?

A. Yes, you can exchange your item(s) for a different size (colors are only in the event of it being the manufacturer’s fault), but you cannot exchange your item(s) for an entirely different product or style.

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Q. HOW DO I RETURN MY ITEM(S)?

A. Before you return your items, please send us an email at AssistanceKNH@gmail.com and let us know that you would like to return your purchase and why. If the return/exchange is granted, this is so that you'll have the right return address.

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·       Make sure that you’re returning everything (including tags and labels) that was sent out to you, because if not, your exchange will not be processed.

·        You have only 7 - 10 days to decide if you want to return your purchase for an exchange.

 

NOTE: We only replace items if they are defective. We require a picture of the damaged item, and it must be within the timeline given to make an exchange. If it happens to be after the timeline allowed, you cannot receive an exchange or a refund. Depending on the damage to the item(s), you’ll be notified if you’ll be granted an exchange. If you need to exchange it for the same item (ex, size/color), send us an email at AssistanceKNH@gmail.com

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​NOTE: If that specific item is damaged and is no longer in stock for purchase, that’s the ONLY time you’ll be granted a refund.

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​*CUSTOMERS ARE RESPONSIBLE FOR REFUNDING SHIPPING CHARGES!!!!!*

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​Q. WHAT SHOULD I DO IF I DAMAGE MY ITEM(S) OR THEY HAPPEN TO BREAK?

​A. If you happen to break, damage, or over-stretch your bag soon after you've got it, contact us as soon as possible, with a description of the damage, and we'll see if it can be fixed. If the item(s) cannot be saved, you'll be refunded for the service charge, minus taxes and fees. You will also be responsible for shipping and handling fees if you want the item(s) to be returned to you.

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NOTE: This will require a separate charge, and it must be paid in full before any work is started on the item(s). The price will depend on the type of item(s) that were requested or purchased, what’s actually wrong with the item(s), and the labor that went into creating them.

​A picture of the damaged artwork/piece must be emailed to AssistanceKNH@gmail.com

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Q. HOW CAN I PAY FOR MY ONLINE PURCHASES?

​A. We accept all of our transactions through PayPal.

 

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​Q. WHOM DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?

A.    Please feel free to email us at AssistanceKNH@gmail.com

 

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Q. HOW DO I KNOW WHAT SIZE TO REQUEST?

A. Please feel free to email us at AssistanceKNH@gmail.com. We'll be happy to assist you with our different size choices.

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Disclosure:
 

For Affirm payment installments, if one or more items in your order have an extended ship date, your loan payment(s), including interest, may be due before the merchant ships all of the items. Please note that you may not receive a rebate of any interest that may have already accrued on an amount that later gets refunded.​​​​

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If you have any other questions, comments, or concerns, feel free to email us at:

AssistanceKNH@gmail.com

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