FAQs Page
What is a Customized Product?
When ichworks accepts personalized design requests and launches customization services, it first opens an exclusive customization channel - "Upload My Photo" - for consumers. We provide you with the ordering service for these customized products, allowing you to own exclusive items that meet your personal preferences and are one-of-a-kind. Some customized products, due to complex craftsmanship or the need for separate mold opening, can only be purchased through the customization channel. They may also be produced in limited quantities based on customization needs, and no more products of the same specification will be available after production is completed.
How Long Does It Take for a Customized Product to Arrive?
It depends on the customization requirements and the complexity of the craftsmanship. Although there are exceptions, most customized products will arrive within 1 month after the customization plan is confirmed and payment is made. The specific time varies depending on the manufacturer, customization craftsmanship, and product type. ichworks will provide an estimated completion date based on the customization details, and we will promptly inform you of this date. The estimated completion date will be marked on the details page of all customized products in the store; however, products may be delayed for various reasons, such as: procurement of customized materials, process adjustments, production manufacturing, transportation, and other unforeseen circumstances (such as shortage of customized materials, secondary confirmation of customization details, etc.). We cannot guarantee the arrival time of customized products and do not offer any compensation for delayed customized products. We do not recommend customizing products for any time-sensitive occasions.
We hope you can receive your exclusive customized product as soon as possible. Once the customized product is completed and arrives at our warehouse, we will ship it to you immediately. The estimated completion date can be found on the details page of each customized product, but please note that these dates are not guaranteed and may change. Once we receive notification of a delay from the manufacturer, we will do our best to update these dates as soon as possible. Unfortunately, due to the personalized nature of customized products, for orders of products where you have uploaded images and other related requirements, after placing the order, the order will be distributed to cooperating Chinese intangible cultural heritage inheritors or handicraft manufacturers. After you approve the renderings and place the order for production, you cannot cancel the customization and receive a full refund. Our goal is to be completely transparent with our customers, which sometimes means telling you, "The product is in production, and we ask for your patience." We understand this can be frustrating. However, ichworks is committed to providing every customer with a good customized shopping experience, and we appreciate your understanding.
Cancellation and Refund of Customized Orders
When you confirm the customization plan and place an order, we will collect the full payment for the customized product (for some complex customizations, a certain percentage of advance payment may be charged, please refer to the product page for details). However, you can cancel or modify the customization requirements at any time before the customized product is completed. Canceled orders will receive a full refund (if actual costs such as procurement of customized materials have been incurred, corresponding fees may be deducted, subject to communication with customer service). For details, please check our complete refund policy. For related needs, please contact customer service at: ichworks@163.com. Once the customized product enters the final production stage or has been shipped, the order cannot be canceled; in this case, please follow our regular return policy.
Delivery of Customized Products
Once the customized product is completed and arrives at our warehouse, we will ship it to you immediately. This means that if you have also ordered other regular products, you don't need to wait for all items in the order to be ready - you can receive the customized product separately! Shipping fees will be automatically calculated based on the actual weight/volumetric weight of the customized product. For delicate and fragile customized products, an "exclusive packaging" professional handling service is also included to ensure the product is delivered intact.
Cancellation of Customized Orders (Due to Merchant Reasons)
In rare cases, a customized product may not be completed as agreed due to reasons such as the craftsmanship difficulty being higher than expected or the inability to procure customized materials. When this happens, the manufacturer or ichworks will notify you as soon as possible and cancel the relevant order. Please rest assured that in such cases, ichworks will provide you with a full refund (if necessary costs have been incurred, we will communicate and explain the deducted portion and reasons to you in advance).