Help & FAQs
ABOUT THE STORE
1. Where is the location of your store?
Hugetomato is an online pearl accessories store. We don’t have a local store currently. Hugetomato is planning to open our first store in LA after the COVID. Stay tuned!
2. Are they real pearls?
Most of the products in our store are made of real pearls. They come from the ocean or freshwater. And few of our products are made of shell, which is artificial pearl. Please read the product description. We claim all the materials in every product description.
3. I live in EU/AU/NZL. Can I make an order?
Yes, you can. We ship worldwide.
4. I own a jewelry store. How can I make bulk orders?
Please send an email to email@example.com We will offer the bulk price list for you.
ABOUT THE PAYMENT
1. Can I pay with my credit card?
Yes, you can. We support Paypal (recommend), debit card, and credit card payment. All the payment methods are safety guaranteed.
2. The discount code is not working. How to fix it?
There a 2 reasons of discount code not working.
a. You may typing the code wrong. For example, the code is HUGETOMATO. If you enter HUGE TOMATO the code won't work. Because there should be no space between HUGE and TOMATO.
b. The code you are trying to use is for one-time usage, which means one customer can only use it once.
If you have more problems in using the discount code, please send us email to get support.
3. Where is my order number?
You will receive an “order confirmation email” right after the payment. The email includes the items you ordered and your order number. If you didn’t leave an email address with us, you will receive a phone message instead.
ABOUT THE SHIPPING
1. Some comments said the shipment is slow. How long will I wait before I receive the product?
Shipping usually takes 3-7 days. However, due to the COVID, shipping is turned slower. It normally takes 7-15 days to receive the package after you make a purchase. When purchasing during national holidays (such as Xmas), you may wait longer.
2. How to track my package?
After your package is shipped out, you will receive an email enclosed with the tracking number. Just click the tracking link to track your package. Or you can send an email to firstname.lastname@example.org and let us know your order number. We will send the tracking link to you.
3. What if I didn’t receive my package?
ALL of our delivery is track-able. You can track your package all along before you receive it. If the tracking link doesn’t update for 1 month, the package might be lost by the shipping company. In this case, we will resend the package to you for free. Please email Support@hugetomato.com and let us know your order number. We will arrange the resend.
4. What if I receive the wrong items?
Please double-check your order confirmation email. In many of the previous cases, it turned out the customer ordered the wrong items by mistake but they didn’t notice it when making the order. So please check your order confirmation email before you make a claim. If it turns out we do ship the wrong items for you, we will send the right ones for you for free. And you do not need to send the wrong ones back. Keep it as a gift! Please email Support@hugetomato.com and let us know your order number. We will arrange the shipment.
ABOUT RETURN & REFUND
Please check the Returns & Exchanges Page
For more questions, please email email@example.com
All questions are welcome!