Asked Questions (FAQ)

Welcome to the 24DCMER Help Center. We’ve compiled answers to the most common questions we receive about our products, ordering process, and policies. If you don’t find the answer you’re looking for here, please don’t hesitate to contact our friendly customer service team at trunghiep502@gmail.com.

🛍️ PRODUCTS & CARE

Q1: Are all your products handmade?
A: Yes! Every crochet item you see on our site is handmade with love and care, often by the founder or our small network of trusted artisans. This means each piece is unique and may have slight, beautiful variations that add to its character. Our digital patterns are also originally designed by us.

Q2: What materials do you use?
A: We prioritize quality and feel. We use a variety of materials depending on the product:

  • Yarns: Primarily soft acrylic yarns for warmth and durability, and 100% cotton (often OEKO-TEX 100 certified) for lightweight, breathable items and accessories like earrings and coasters.

  • Earring Hooks: 925 sterling silver plated hooks with silicone stoppers for comfort and hypo-allergenic properties.

  • Accents: Natural elements like cowrie shells are used on some tops and cardigans.
    Specific material details are always listed in each product’s description.

Q3: How should I care for my 24DCMER item?
A: To ensure your handmade piece lasts for years, please follow the care instructions included with your order and on the product page. General guidelines include:

  • Hand wash recommended in cold water with a gentle detergent.

  • If machine washing, use a delicate/gentle cycle with cold water.

  • Lay flat to dry on a clean towel. Never tumble dry, as heat can shrink, felt, or misshape the fibers.

  • Do not bleach or iron directly.

Q4: Why is there a note that an item is “One-of-a-Kind” or “One-off”?
A: This means the exact item pictured is the only one in existence. Due to the handmade process and the use of specific yarn batches, we cannot recreate an identical piece. If you love it, we recommend purchasing it before someone else does!

Q5: Do you offer custom orders or specific color variations?
A: We occasionally accept custom requests, depending on our production schedule. Many product listings (especially earrings) invite you to message us for custom colors. Please email trunghiep502@gmail.com with your idea, and we’ll let you know if we can accommodate it and provide a price/time quote.

📏 SIZING & FIT

Q6: How does sizing work? Your items seem unique.
A: Sizing for handmade garments can differ from fast fashion. We provide detailed measurements (in inches/cm) in the product description whenever possible (e.g., chest, length, sleeve). We also describe the fit (e.g., “oversized,” “fits UK size 10-12”) and often show the item on a model with her size listed. When in doubt, measure a similar garment you own and love and compare it to our listed measurements.

Q7: What if the item doesn’t fit?
A: Please refer to our comprehensive [Refund and Return Policy]. We offer a 14-day window for returns/exchanges on eligible, unworn items. We encourage you to check measurements carefully before ordering to ensure the best fit.

Q8: Can I request a slightly altered size (e.g., longer torso, smaller bust)?
A: For made-to-order items (not ready-to-ship), we can sometimes accommodate minor adjustments. Please contact us before purchasing to discuss feasibility. We cannot alter ready-to-ship or sample sale items.

💰 ORDERING & PAYMENT

Q9: What payment methods do you accept?
A: We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover) securely through Stripe. We also support fast checkout with Apple Pay and Google Pay. For more details, see our [Payment Methods] page.

Q10: Is my payment information secure?
A: Absolutely. We use Stripe, a PCI-DSS Level 1 certified payment processor (the highest security standard). Your full card details are never stored on our servers. Our entire site uses SSL encryption.

Q11: The price is in USD. Will I be charged in my local currency?
A: All transactions are processed in US Dollars (USD). If you are shopping from outside the US, your bank or credit card company will handle the currency conversion and may apply a foreign transaction fee. The final charge in your local currency will depend on their exchange rate.

Q12: Do you offer gift cards or discount codes?
A: We occasionally run promotions and offer discount codes through our newsletter and social media. Sign up for our newsletter on the site footer to be the first to know! We currently do not offer electronic gift cards, but you are welcome to purchase an item as a gift for someone.

🚚 SHIPPING & DELIVERY

Q13: Where do you ship from?
A: All orders are hand-packed and shipped from our studio in Albuquerque, New Mexico, USA.

Q14: Do you ship internationally?
A: Yes! We ship to most countries worldwide. Shipping costs and delivery times are calculated at checkout based on your location.

Q15: How long will my order take to process and ship?
A: This depends on the item:

  • Ready-to-Ship Items: Typically processed within 1-3 business days.

  • Made-to-Order/Handmade Items: These require creation time. Please allow 7-14 business days for production before shipping. The estimated timeframe is usually noted on the product page.

  • Digital Patterns: Delivered via instant download upon payment confirmation.
    Once shipped, you will receive a tracking number via email.

Q16: What are the shipping costs?
A: Shipping costs are calculated in real-time at checkout based on your delivery address, order weight, and the selected service (e.g., Standard, Priority). We offer FREE standard shipping on all orders within the United States.

Q17: I haven’t received my order tracking info.
A: Please first check your spam/junk folder. If it’s not there, contact us at trunghiep502@gmail.com with your order number and name. Please allow up to 3 business days for the tracking number to activate in the carrier’s system after it’s generated.

Q18: Who handles customs and import taxes for international orders?
A: The customer is responsible for all customs duties, import taxes, and brokerage fees charged by the destination country. These are not included in our product or shipping prices. We must legally declare the full value of the contents. We cannot mark orders as “gifts” or under-value them.

🔁 RETURNS, EXCHANGES & REFUNDS

Q19: What is your return policy?
A: We have a 14-day return window for eligible, unworn items in original condition with tags attached. Final sale items include: earrings (hygiene), custom orders, digital patterns, and items marked “Final Sale” or “Sample.” Please see our full [Refund and Return Policy] for complete details and instructions.

Q20: How do I start a return or exchange?
A: You must first contact us at trunghiep502@gmail.com to receive a Return Merchandise Authorization (RMA) number and instructions. Do not send an item back without this authorization.

Q21: How long does a refund take?
A: Once we receive and inspect your return (typically 5-7 business days after arrival), we will process the refund to your original payment method. Please allow 7-10 additional business days for the refund to post to your account, depending on your bank/card issuer.

Q22: My item arrived damaged or defective. What do I do?
A: We’re so sorry to hear that! Please contact us within 7 days of delivery at trunghiep502@gmail.com with your order number and clear photos of the damage/defect and the packaging. We will resolve this promptly, usually by sending a replacement or issuing a full refund.

🤝 WHOLESALE & BUSINESS INQUIRIES

Q23: Do you offer wholesale or bulk pricing for retailers?
A: Yes, we do! We have specific bulk listings for items like our sunflower earrings. For other wholesale inquiries, please email us at trunghiep502@gmail.com with details about your business (store name, website, location) and products of interest.

💌 CONTACT & SUPPORT

Q24: What’s the best way to contact you?
A: For the fastest and most organized assistance, please email us at trunghiep502@gmail.com. We aim to respond within 24-48 hours on business days (Mon-Fri). You can also connect with us on [Instagram] or [Facebook] for updates, but DMs are not ideal for urgent order-related issues.

Q25: Do you have a physical store I can visit?
A: We are a primarily online, artisan brand. Our address in Albuquerque, NM, is an administrative/studio headquarters and not a public retail store. All visits are by appointment only for business purposes.