Contact information

We’re Here to Help

Thank you for visiting Oyuum.com.

Whether you have questions before placing an order, need assistance with an existing purchase, or would like more information about our natural jade and gemstone jewelry, our customer service team is here to help.

Customer Service

Email: support@oyuum.com

Website: Oyuum.com

Email is our primary customer service channel. Whenever possible, please contact us using the email address associated with your order.

To help us assist you more efficiently, please include your order number in the subject line or message when contacting us about an existing order.

Order Support

You can contact us for assistance with:

Order confirmations
Order status inquiries
Shipping and tracking updates
Shipping address corrections
Order modification requests
Order cancellation requests
Missing or delayed packages
Incorrect items
Damaged products
Return and refund inquiries

For order-related questions, please provide:

Your full name
Order number
Email address used when placing the order
A brief description of your inquiry

If your inquiry involves a damaged, incorrect, or defective item, please also include clear photographs or videos showing the issue.

Product Consultation

Natural jade and gemstones have unique characteristics, and we understand that you may want additional information before making a purchase.

You are welcome to contact us before ordering if you have questions about:

Jade or gemstone materials
Color and transparency
Natural patterns and inclusions
Stone texture
Bracelet or bead sizes
Pendant dimensions
Jewelry measurements
Product appearance
Traditional or symbolic meanings
Buddha, Guanyin, Pixiu, zodiac, or guardian designs

If you have specific preferences regarding color, transparency, natural stone lines, inclusions, or other natural characteristics, we recommend contacting us before placing your order.

We will provide the available product information to help you make a more informed purchasing decision.

About Natural Jade & Gemstones

Please keep in mind that natural gemstones are formed by nature, and each piece has its own characteristics.

These may include:

Color distribution
Transparency
Texture
Mineral patterns
Natural veins
Cotton-like inclusions
Crystal inclusions
Growth lines
Mineral spots
Natural fissures
Shape and surface characteristics

Due to these natural variations, the item you receive may differ slightly from the photographs displayed on our website.

Such natural characteristics are generally not considered product defects.

For further information, please review our Natural Gemstone & Jewelry Disclaimer and Return & Refund Policy before placing your order.

Buddha, Guanyin, Pixiu & Guardian Items

Some products available on Oyuum.com feature traditional Buddhist, Taoist, Feng Shui, zodiac, guardian, or spiritual symbolism.

These may include:

Buddha
Guanyin
Pixiu
Zodiac guardians
Amulets
Guardian pendants
Traditional protective symbols

In traditional culture, receiving such an item may represent the formation of a personal connection or a sense of “YuanFen” with the piece.

Because these products carry particular cultural and symbolic significance, certain guardian and spiritual items may be designated Final Sale once the applicable transaction has been completed, except where otherwise required by applicable law.

We encourage you to contact us with any questions before purchasing these items.

Returns & Refunds

Before returning any item, please contact us at:

support@oyuum.com

Please do not send products back before receiving return instructions from our customer service team.

When requesting a return or reporting a product issue, please provide:

Order number
Product name
Reason for your request
Clear photographs of the product
Close-up photographs of the relevant area, if applicable
Photographs of the original packaging if the item arrived damaged

Our team will review the information provided and respond in accordance with our Return & Refund Policy.

Shipping & Tracking Questions

If your order has already shipped, please check your tracking information first.

International shipments may occasionally be delayed due to customs processing, weather conditions, local carrier operations, public holidays, or other circumstances beyond our direct control.

If your tracking information appears unusual or has not been updated for an extended period, please contact us at:

support@oyuum.com

Remember to include your order number and tracking number so we can assist you more effectively.

Address Changes

If you entered an incorrect shipping address, please contact us as soon as possible.

Include the following information:

Order number
Original shipping address
Correct shipping address

We will make reasonable efforts to update your address before the order is shipped.

However, once an order has been processed or handed over to the shipping carrier, we may no longer be able to modify the delivery address.

Customers are responsible for ensuring that all shipping information provided during checkout is accurate and complete.

Damaged or Incorrect Items

If your order arrives materially damaged or you receive an incorrect product, please contact us promptly.

Please provide:

Your order number
A photograph showing the entire item
Close-up photographs of the affected area
A photograph of the shipping package
A photograph of the shipping label
A brief description of the issue

Please retain the item and all original packaging until our review has been completed.

Do not dispose of the product before receiving further instructions from our customer service team.

Before Contacting Us

To help us handle your inquiry efficiently, please avoid sending multiple separate emails about the same issue.

If you have already contacted us, you can reply to the existing email thread and provide any additional information there.

This helps our customer service team review the full conversation and assist you more effectively.

Important Notice

Product descriptions relating to jade, gemstones, Feng Shui, Buddhism, Taoism, zodiac signs, protection, fortune, prosperity, harmony, spiritual energy, or similar concepts reflect traditional cultural beliefs and symbolism.

They do not guarantee specific medical, financial, spiritual, psychological, or other life outcomes.

For additional information, please review the relevant policies on our website before completing your purchase.