FAQs

Everything You Need to Know About Coonli

Welcome to the Coonli FAQ page. Here you will find detailed answers to the questions our customers ask most often, covering everything from ordering and shipping to returns, refunds, and the nature of our handcrafted jewelry. Coonli has been serving customers across the United States with handcrafted polymer clay jewelry since January 18, 2025, and we are committed to making your experience as transparent and straightforward as possible.

Browse by category using the navigation on the left, or scroll through all sections below. If you cannot find the answer you are looking for, please contact our support team at support@coonli.com and we will respond within one business day.

• What products does Coonli sell?

  Coonli specializes in handcrafted polymer clay jewelry and artisan accessories. Our store features four distinct collections:

  • Bird and Nature Collection — nature-inspired pieces featuring detailed bird motifs, botanical forms, and organic shapes
  • Brooches and Wearable Accessories — statement brooches and wearable art pieces for everyday expression
  • DIY Molds and Craft Supplies — professional-quality molds and tools for polymer clay enthusiasts and independent jewelry makers
  • Wildlife and Spirit Animal Jewelry — meaningful, symbolism-rich pieces celebrating the beauty of the animal kingdom

  Every item in our store is individually handcrafted in our studio in Guangdong, China.

• How do I place an order?

  Simply browse our collections at https://www.coonli.com, add your chosen items to your cart, and proceed to checkout. You will be prompted to enter your shipping address and payment details. Once your order is confirmed, you will receive an order confirmation email with your order summary.

• What is the order cut-off time for same-day processing?

  All orders must be placed by 5:00 PM Eastern Standard Time (EST, New York) to begin processing within the same business day handling window. Orders placed after 5:00 PM EST will be queued for processing starting the following business day. Business days are Monday through Friday, excluding public holidays.

• Can I cancel or modify my order after placing it?

  Please contact us as soon as possible at support@coonli.com if you need to cancel or change your order. Once an order has entered our handling and packaging stage (within 1–3 business days of placement), cancellation may no longer be possible. If we are unable to cancel in time, our standard 30-day return policy applies once your order is delivered.

• Do you ship to all US states?

  Yes. Coonli ships to all 50 US states, as well as US territories and APO/FPO military addresses. Please note that orders to remote locations or military addresses may require additional transit time beyond our standard 8–18 business day estimate.

• Do you ship internationally?

  At this time, Coonli ships exclusively to addresses within the United States. We do not currently offer international shipping to countries outside the USA. We are evaluating expanding our shipping destinations in the future — subscribe to our email list or follow us on social media to be notified of any updates.

• Is shipping free?

  Yes. Coonli offers completely free shipping on every order to any USA address. There is no minimum order value, no qualifying threshold, and no coupon code required. Free shipping is applied automatically at checkout for all eligible orders.

• How long does delivery take?

  The total estimated delivery time is 8 to 18 business days from the date of your order. This is broken down as follows:

  • Handling Time: 1–3 business days (Monday–Friday) — your order is inspected and packaged at our Guangdong studio
  • Transit Time: 7–15 business days (Monday–Friday) — international shipping from China to your USA address

  These are estimates based on average delivery times across the United States. Actual delivery may vary depending on your location, carrier performance, and any customs processing.

• Where do you ship from?

  All Coonli orders are shipped directly from our studio in Guangdong Province, China. Despite the international origin, all shipping costs are fully covered by Coonli at no additional charge to you.

• How is my order packaged?

  We take great care in packaging every order. Each piece of jewelry is individually inspected before being placed in a sturdy, recycled gift box — presentation-ready and suitable as a gift upon arrival. The gift box is then secured inside a padded envelope designed to resist impact and moisture during international transit. We use recycled materials throughout our packaging process wherever possible.

• What happens if my order is delayed?

  Delivery timeframes are estimates and may occasionally be affected by factors outside our control, including customs clearance, carrier delays, peak shipping periods, or severe weather. If your order has not arrived within 25 business days of your dispatch confirmation email, please contact us at support@coonli.com and we will investigate immediately.

• Will my shipment go through customs?

  As orders ship from China, they pass through US customs. The vast majority of small-value jewelry shipments fall below the de minimis threshold and are cleared without issue or additional fees. In rare cases where a customs delay occurs, tracking updates may temporarily pause — this is normal and does not indicate a problem with your shipment.

• How do I track my order?

  Once your order has been dispatched from our studio, you will receive a shipping confirmation email containing your tracking number and a link to the carrier's tracking portal. You can use this number to monitor your shipment in real time. Please allow up to 48 hours after receiving your shipping confirmation for tracking data to become active in the carrier's system.

• I have not received a shipping confirmation email. What should I do?

  First, please check your spam or junk folder, as confirmation emails occasionally land there. If you have not received a shipping confirmation within 5 business days of placing your order, please contact us at support@coonli.com with your order number and we will investigate the status of your shipment promptly.

• My tracking has not updated in several days. Is something wrong?

  International shipments frequently experience gaps in tracking updates, particularly during customs processing or when transferring between carriers in different countries. A pause in tracking does not necessarily indicate a problem. However, if your tracking has not updated for more than 10 business days, please contact our support team at support@coonli.com and we will look into it for you.

• How can I contact support about my order?

  Our team is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Standard Time. You can reach us via:

  • Email: support@coonli.com
  • WhatsApp: +86 189 2330 3336
  • Live chat on our website
  • Phone or contact form at https://www.coonli.com

• What is your return policy?

  Coonli offers a 30-day return policy from the date of delivery. To be eligible, items must be returned in new, unworn, and unused condition in their original gift box and packaging. All returns must be pre-authorized — please contact us before sending anything back. We never charge a restocking fee on any return.

• How do I start a return?

  To initiate a return, email us at support@coonli.com with your order number and the reason for your return. If your item arrived damaged, please attach clear photographs of both the item and the packaging. Our team will review your request and, upon approval, provide specific mailing instructions. Do not send any item back without receiving prior authorization.

• Who pays for return shipping?

  Return shipping costs depend on the reason for your return:

  • Defective, damaged, or incorrect item: Coonli covers 100% of return shipping costs. We will provide a prepaid label or fully reimburse your return postage.
  • Customer remorse (change of mind, wrong style): The customer is responsible for the cost of international return shipping to our studio in China. We recommend consulting your nearest USPS branch for current international rates.

  There is no restocking fee in either case.

• How long does a refund take?

  Once your returned item is received and inspected at our studio, you will receive an email confirming whether your refund has been approved. If approved, your refund will be processed to your original payment method within 5 business days. Your bank or card issuer may take an additional 3–10 business days to post the credit to your account.

• My item arrived damaged. What should I do?

  We are sorry to hear this. Please do not discard the packaging. Take clear photographs of the damaged item and the outer envelope, then email support@coonli.com within 7 days of delivery with your order number and photos attached. Coonli will cover all return shipping costs for damaged items and will arrange a full replacement or refund at your preference — at no additional cost to you.

• Is there a restocking fee?

  No. Coonli does not charge a restocking fee on any return, regardless of the reason. You will always receive the full product price as your refund, provided the item meets our return eligibility conditions (unworn, unused, in original packaging, within 30 days).

• Can I return an item after 30 days?

  Return requests submitted after the 30-day window has closed are generally not eligible for a refund or exchange. However, if a defect or quality issue is discovered that could not reasonably have been identified within the standard window, please contact us and we will review your situation on a case-by-case basis.

• Do you offer exchanges?

  Yes. Coonli is happy to accommodate exchanges for eligible items. To request an exchange, email support@coonli.com with your order number, the item you wish to exchange, and the specific replacement item you would like, including its name and any relevant style or design details.

• How long does an exchange take?

  Once your original item is received and inspected at our studio, your replacement will be processed and dispatched within 2 business days. Replacement items are shipped from our Guangdong studio according to our standard transit timeline of 7–15 business days, for a total estimated delivery of 8–18 business days from the date your exchange is processed.

• What if my desired replacement item is out of stock?

  Exchanges are subject to product availability. If your desired replacement is out of stock at the time of your exchange request, our team will contact you to offer an alternative or arrange a full refund if preferred.

• What payment methods do you accept?

  We accept the following payment methods at checkout:

  • Credit and debit cards: Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club, and Discover
  • Digital wallets: Apple Pay and Google Pay
  • Online payment: PayPal

  All payments are processed through SSL-encrypted, PCI-DSS-compliant payment gateways.

• Is it safe to shop on Coonli?

  Yes, absolutely. Our store is protected by an active SSL (Secure Sockets Layer) certificate, which ensures that all data transmitted between your browser and our website — including your personal details, shipping address, and payment information — is fully encrypted and protected against interception by hackers or unauthorized third parties.

  SSL Certificate Active: Your payment and personal data is encrypted end-to-end on every page of our website. We do not store your full card number or CVV on our servers.

• When is my payment charged?

  Your payment is charged at the time you place your order, once the transaction has been authorized by your payment provider. You will receive an order confirmation email immediately after your payment is successfully processed.

• My payment was declined. What should I do?

  A declined payment does not result in a charge to your account. Common causes include incorrect card details, insufficient funds, or your bank flagging an international transaction for security review. We suggest:

  • Double-checking your card number, expiry date, CVV, and billing address
  • Contacting your bank to authorize the transaction
  • Trying a different payment method — we accept 11 options at checkout
  • Emailing us at support@coonli.com if the issue persists
• Are there any hidden fees?

  No. Coonli is committed to complete pricing transparency. The price displayed on our product pages is the final price. We offer free shipping on all orders, and we never apply hidden surcharges, handling fees, or restocking fees at any point.

• What is polymer clay jewelry?

  Polymer clay is a synthetic modeling material that becomes permanently hard when baked in an oven. It is an exceptionally versatile medium that allows artisans to create intricate, detailed, and colorful jewelry pieces that would be impossible to replicate with traditional metals or casting techniques. Polymer clay jewelry is lightweight, durable, and free from the allergenic metals (such as nickel) that cause skin reactions in many wearers.

• Is Coonli jewelry handmade?

  Yes. Every piece in the Coonli store is individually handcrafted by our artisans in our studio in Guangdong, China. Each item is shaped, sculpted, colored, cured, and finished by hand. No two pieces are exactly identical — minor natural variations in color, texture, or shape are an inherent characteristic of handmade jewelry and are never considered defects.

• How should I care for my polymer clay jewelry?

  To keep your Coonli jewelry looking its best, we recommend the following care guidelines:

  • Avoid prolonged exposure to direct sunlight, which can cause color fading over time
  • Keep away from excessive heat sources, as polymer clay can soften at high temperatures
  • Store in the original gift box or a soft pouch to prevent scratching
  • Avoid contact with harsh chemicals, perfumes, or cleaning agents
  • Clean gently with a soft, dry cloth — do not submerge in water
• Will the colors in my item match exactly what I see on screen?

  We make every effort to photograph our pieces accurately under consistent lighting conditions. However, colors may appear slightly different depending on your screen's brightness, color profile, and calibration settings. Minor variations between the on-screen representation and the physical item are a normal characteristic of online shopping and are not considered defects. Each piece is also handcrafted, which means slight natural variations in color mixing and finish are inherent to the medium.

• Is polymer clay jewelry suitable for people with metal allergies?

  Polymer clay itself does not contain nickel or other common allergenic metals, making it a popular choice for people who experience reactions to standard metal jewelry. However, some pieces may include metal findings (such as pin backs on brooches or earring posts). If you have a known metal allergy, we recommend reviewing the product description carefully or contacting us at support@coonli.com for specific material information before purchasing.

• When did Coonli start?

  Coonli launched its online store on January 18, 2025. Since then, we have been dedicated to bringing handcrafted polymer clay jewelry to customers across the United States through our website at https://www.coonli.com. Our collections continue to grow as we develop new designs inspired by the natural world.

Still Have a Question?

If your question was not answered above, our customer support team is available Monday through Friday, 9:00 AM to 5:00 PM EST, and will respond to all inquiries within one business day.