FAQ

Product FAQs

1. Is there a size error for the products?

Yes, there may be a ±1-2cm size error.

2. Can glass vases hold water?

Yes! Our glass vases are designed to hold water safely, suitable for fresh flowers, dried flowers, or hydroponic plants. Avoid pouring boiling water directly to prevent cracking.

3. Will the glass/crystal fade or turn yellow over time?

No. Our products use high-purity glass/crystal materials.

Under normal use and proper care, they will not fade, yellow, or lose transparency. 

Avoid long-term contact with chemicals (e.g., perfume, detergent) to maintain their appearance.

4. Are crystal suncatchers suitable for outdoor use?

They are designed for indoor use (e.g., windows, balconies). 

Long-term outdoor exposure to wind, rain, and direct sunlight may damage the surface coating or metal chains, so we do not recommend outdoor placement.

5. Can glass bookends support heavy books?

Yes! Our glass bookends have a stable structure. They can easily support regular books, magazines, and albums. For extra-heavy books, we recommend using a pair for balanced support.

After-Sales FAQs

1. What is your return and refund policy?

Return period: 30 days from the date of receipt.

Return conditions: Items must be unused, undamaged, and in their original packaging.

Free return: For product defects (cracks, damage) or shipping errors (wrong item/size).

Customer-paid return: For personal reasons (dislike the color, wrong size choice).

Non-returnable items: Customized products, damaged items due to human error, used items, or items beyond the return period.

2. How long does it take to process a refund?

After we receive and inspect your returned item, we will process the refund within 3 business days and send a confirmation email. 

The refund will be credited to your original payment method, with the arrival time depending on your bank’s processing speed.

3. Can I cancel my order?

Orders can be canceled within 24 hours of purchase if they have not been processed/shipped. Once shipped, cancellations are not allowed. 

To cancel, contact service@keluosico.com immediately.

4. Do you offer exchanges?

We do not provide direct exchanges. 

If you need to exchange an item, please initiate a return via customer service and place a new order for the desired product.

Shipping FAQs

1. What should I do if I receive a damaged/defective product?

Take clear photos/videos of the damaged item and packaging within 24 hours of delivery.

Send the evidence to service@keluosico.com.

We will offer a free replacement or full refund without any additional fees.

2. Do you provide tracking information?

Yes! After shipping, we will send a tracking number to your email, allowing you to check the delivery status in real time.

Other FAQs

1. How to clean and maintain the products?

Daily: Wipe with a soft dry cloth to remove dust.

Stains: Use a mild detergent with a soft cloth; avoid hard brushes or abrasive cleaners.

For detailed care instructions, refer to our "Care & Cleaning Guide".

2. How to install glass wall art?

We provide matching hooks and installation instructions. For most walls (latex, tile, wood), use the included non-marking hooks or expansion screws. 

Use a level to ensure the artwork is straight, and confirm the wall can bear at least twice the product’s weight.