Frequently Asked Questions
We’ve gathered answers to some of our most common questions below. If you can't find what you're looking for, please don't hesitate to Contact Us.
Ordering & Shipping
What is your shipping policy?
We ship worldwide. For detailed information on shipping costs, processing times, and estimated delivery to your location, please see our full Shipping Policy.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email that includes a tracking number. You can use this number to follow your package's journey to your door.
Where do you ship from?
Our design and handicraft studio is based in Guangzhou, China, and all orders ship directly from our hands to yours.
When will I receive my order?
Our delivery timeline is in two parts:
- Processing Time: Standard orders are typically prepared for shipment within 3 business days. Please note that personalized or custom-engraved items may require a few extra days.
- Shipping Time: Once shipped, international delivery generally takes 10-17 business days, depending on your country and the efficiency of local customs processing.
Do you offer upgraded or express shipping?
Yes, we do offer upgraded shipping options. However, for many international destinations, the cost can be significant without a guaranteed improvement in overall delivery speed due to customs. If you are interested, please contact us with your address and desired items for a specific quote.
I haven't received my order. What should I do?
We are here to help. If your order has not arrived within the expected timeframe, please follow these steps:
- Double-check the shipping address on your order confirmation to ensure it is correct.
- Use the tracking number provided in your shipping confirmation email to check the latest status.
- Contact us immediately. We will investigate the shipment from our end. If the package is determined to be lost due to a shipping error on our part, we will happily send a replacement as soon as possible.
Why is my phone number required for ordering?
To ensure the smoothest possible delivery, international logistics carriers and customs offices often require a contact phone number. This is used to contact you quickly in case of any delivery-related issues.
We promise this number is kept confidential and is used ONLY for shipping purposes. You will absolutely NOT receive any promotional calls or marketing messages from us.
Returns & Policies
Can I return an item if I don't like it?
Yes, we have a 30-day return policy for all standard, non-personalized items. If you are not happy with your purchase, you are welcome to send it back to us for a full refund. Please note that customers are responsible for the return shipping costs.
My item arrived broken or damaged.
We take great care in packaging our products, but accidents during transit can occasionally happen. If your item arrives damaged, please contact us within 48 hours of delivery and include a photo of the damaged item and its packaging. We will send you a replacement or issue a full refund right away
What is your return policy?
We offer a 30-day happiness guarantee on all standard, non-personalized items. If your piece isn't the perfect fit for your home, you can return it for a full refund. For more details, please read our fullRefund Policy.
Are personalized items eligible for returns?
Please note that any items that have been customized with personal engraving are considered final sale and cannot be returned.
Products & Care
How do I care for my StringLife products?
Proper care will ensure your pieces last a lifetime. Here are our recommendations by material:
- Solid Wood (Walnut, Cherry, etc.): Dust with a soft, dry cloth. Avoid water and harsh chemical cleaners, as they can damage the natural wood oil finish.
- Acrylic (Calendars, Clocks): To avoid scratches, use only a soft microfiber cloth for dusting. If cleaning is needed, use a cloth lightly dampened with water and a tiny drop of mild soap. Never use abrasive cleaners or ammonia-based products like Windex.
- Brass (Knobs, Accents): Our brass is uncoated and will develop a beautiful, natural patina over time. To maintain its shine, you can polish it with a soft jewelry cloth.
- Glass (Vases, Ash Catchers): Removable glass parts can be hand-washed with mild soap and water. For other glass, a standard glass cleaner on a soft cloth will work perfectly.
Are your products handmade?
Craftsmanship is at the heart of our brand. Many of our pieces, especially our solid wood items, are handcrafted by skilled artisans. This process ensures that each object has a unique, soulful character. Please refer to the "Highlights" section on each individual product page for specific details.
Gifting & Customization
Do you offer gift wrapping?
Yes. Many of our items arrive in a beautiful gift box ready for giving. If you have a special request, such as a gift message, please write it in the"Order special instructions"box on the cart page before you check out.
How do I order a personalized or engraved item?
For products that offer personalization, first select the "Engraved" option from the product page. Then, provide your desired text and font choice in the"Order special instructions"box on the cart page. Please see the specific product's FAQ for detailed instructions.
I'm interested in a large or corporate order. Do you offer this?
Absolutely. We are proud to partner with brands and businesses to create unique, memorable gifts. For more information on our curation, customization, and volume pricing, please visit ourCorporate & Bespoke Giftingpage.