Frequently Asked Questions

We ship to most countries and regions worldwide. Availability may vary because of carrier or destination restrictions. Your available shipping options will be shown during checkout.

Please see our Shipping Information page for full details.

Most orders are prepared within 2–5 business days before shipment. Processing may take slightly longer during holidays, major promotions or periods of unusually high demand.

Standard international delivery usually takes approximately 7–20 business days after dispatch. Actual delivery time depends on the destination, customs processing and local carrier conditions.

Once your order ships, we will send a shipping confirmation email containing your tracking information.

You can also visit our Track Your Package page and search using your order or tracking information.

Tracking may take 3–5 business days to show its first update while the parcel travels to the international shipping hub. Updates will normally appear after the carrier completes the first scan.

Occasional delays may be caused by customs inspections, severe weather, peak-season carrier volume, local delivery disruptions or an incomplete address. Check the latest tracking update first. If the parcel is overdue beyond the estimated delivery window, contact us with your order number.

Please contact us within 2 hours of placing your order. We will do our best to update the address before processing begins. Once an order has shipped, we cannot redirect it to another address.

The local carrier may leave a delivery notice, arrange another attempt or hold the parcel at a nearby collection point. Follow the instructions in your tracking update or contact the local carrier directly with your tracking number.

Customs duties, import taxes and local handling fees may be charged by the destination country. These charges are determined by local authorities and, unless stated otherwise at checkout, are the responsibility of the recipient.

First check the latest tracking updates and confirm that the delivery address is correct. If your parcel has not arrived within 60 days after shipment, contact support.songyne@gmail.com with your order number.

The payment methods currently available for your country will appear securely at checkout. Availability may vary by market, currency and device.

Yes. Payments are processed through Shopify’s secure checkout. Song Yne does not directly store your complete card details.

Check that your card number, expiry date, security code and billing address are correct. Your bank may also block an international or online transaction for security reasons. If the issue continues, contact your bank or try another available payment method.

Payment is normally authorized and charged when you complete checkout. You will receive an order confirmation email after the order has been accepted.

Billing information generally cannot be changed after payment has been completed. If you notice an error, contact us as soon as possible with your order number.

The final amount may be affected by currency conversion, local taxes, shipping fees or charges applied by your payment provider. Your complete total will be displayed before you confirm payment.

Select your preferred product and options, add the item to your cart, then proceed to checkout. Enter your delivery and payment information and review everything carefully before confirming the order.

A confirmation page will appear after successful checkout, and an order confirmation will be sent to the email address you provided. Please check your spam or promotions folder if you do not see it.

Please allow a few minutes, then check your spam, junk and promotions folders. Confirm that the email address entered at checkout is correct. If the message is still missing, contact us with your full name and order details so we can help verify the order.

Contact us within 2 hours of placing the order. We will try to help before processing begins, but changes and cancellations cannot be guaranteed after the order enters production or ships.

Enter the code in the discount field during checkout and apply it before completing payment. Confirm that the discount appears in your order summary.

Check the spelling, expiry date, eligible products and minimum order requirements. Some promotions cannot be combined with another offer.

We cannot guarantee that separate orders will be combined. Each order may be processed and shipped independently.

Items may be prepared at different locations or become ready at different times. When this happens, your order may arrive in separate parcels with separate tracking updates.

Natural stones can vary slightly in color, pattern, texture and transparency. These natural differences make each piece unique and are not considered defects.

Keep jewelry away from perfume, cosmetics, household chemicals, prolonged moisture and strong impact. Remove it before bathing, swimming, exercising or sleeping, and store it separately in a dry place.

Gently wipe the piece with a clean, soft and dry cloth. Avoid abrasive cleaners, harsh chemicals and prolonged soaking, especially for plated metal, natural stones and handcrafted materials.

Personalized options are only available when they are shown on the product page. Please review all spelling, measurements and selected options carefully, as custom or made-to-order items are generally non-returnable.

We offer a 30-day return and exchange window beginning on the date your order is delivered. Returned items must meet our eligibility requirements.

Read the complete Return & Exchange Policy.

Items must be unworn, unused and in the condition in which they were delivered. Original packaging, tags, accessories and proof of purchase must be included.

• Digital gift cards and virtual products
• Personalized, engraved or made-to-order items
• Opened or used personal-care products
• Sale and limited promotional items
• Free promotional gifts

Customers are responsible for return shipping on discretionary returns. If we sent an incorrect item or the product has a confirmed manufacturing defect, Song Yne will cover the associated return shipping cost.

After the returned parcel is received and inspected, we will notify you of the refund decision by email. Approved refunds are returned to the original payment method. Bank posting times vary and commonly take up to one week.

Contact us promptly at support.songyne@gmail.com. Include your order number, a description of the issue and clear photographs so we can review the case quickly.

Email us at support.songyne@gmail.com or use our Contact Us page.

We usually reply within 24–48 hours. Response times may be longer during weekends, public holidays and major promotional periods.

Include your full name, order number, the email used at checkout and a clear description of your question. For product or delivery problems, attach relevant photographs or tracking information.

Send your proposal and relevant business information to support.songyne@gmail.com. Please use a clear subject line so we can direct your enquiry appropriately.

Order and shipping updates are sent to the email address entered at checkout. You can also use the Track Your Package page after your order has shipped.