Self Serve Remakes - How To Create My Own Remake

The ShineOn app now lets you create your own remakes!

Just go to Your Order > More actions > Remake Order 



From the remake page, upload a photo (required), select a reason for the remake and include details for your claim. Please refer to our Remake Policy or see below to make sure your order qualifies.

For orders lost in transit, please upload a screenshot of the tracking. 
 

Remake Policy Reference

Eligible Remake Requests

All claims must be submitted within 30 days after delivery for U.S. orders or 55 days after delivery for international orders. All claims must have an image uploaded of the product or tracking issues.
 

Damaged Product, Attachment, or Box

If the item, an attachment (such as a chain), or the box arrives damaged or should not have passed quality assurance, a remake may be requested. For example:

• Damaged chain > Chain only
• Damaged box > Box only

Wrong Product or Wrong Design

If the wrong product, wrong design, or incorrect artwork is received, a remake may be requested. 
 

Tarnished Products
Products that have tarnished, discolored or experienced coating failure may qualify for a remake. 

Lost or Stuck in Transit

If an order has been in transit for an unreasonable amount of time, a remake may be requested. Transit times vary depending on destination, customs processing, and seasonal shipping volumes, so each case is reviewed individually. 

Orders showing as being processed through customs may require additional time before being considered lost. 

FedEx

• File 15 business days after mailing; submit within 30 days of shipment date

USPS

• File 15 days after mailing; submit within 30 days of mailing date. 

DHL Int'l

• File 45 days after mailing; submit within 55 days of mailing date. 

Remake Type Quick Lookup

This list contains reasons for a remake with context for each choice:

Acrylic Base Issue

• Select when the acrylic piece does not fit into the base or the base is broken or damaged.

Broken Box

• Select when the product box arrived damaged, such as being smashed, scratched, chipped, or having a nonfunctioning light. 

Broken Product

• Select when the product itself arrived damaged, such as a broken chain, snapped item, chipped piece, ripped leather, or missing stone. 

Doming Issue

• Select when a graphic product has defects in the liquid glass coating, such as bubbling, overflowing, or chipping. 

Empty Package 

• Select when the package was delivered but contained none of the ordered items. 

Lost in Transit

• Select when tracking has stopped updating or the package has not progressed through the shipping network for an extended period. 

Misaligned Engraving

• Select when the engraving is off center or not positioned correctly. 

Missing Item

• Select when part of the order is missing, such as an upsell item, accessory, or an item from a multi-quantity order. 

Printing Issue

• Select when the printed design is blurry, faded, misaligned, or otherwise shows poor print quality. 

Returned to Sender

• Select when the carrier returns the package to the sender due to an address issue or damage during transit. 

Scratched Item

• Select when the carrier returns the package to the sender due to an address issue or damage during transit. 

Tarnish / Coating Issue

• Select when the product has tarnished, changed color, or the protective coating has worn or peeled away. 

Wrong Box

• Select when the customer received a different box style than the one ordered. 

Wrong Design

• Select when the customer received the wrong artwork or another customer's design. 

Wrong Engraving

• Select when the engraved text or design does not match what was ordered. 

Wrong Message Card

• Select when the customer received the wrong message card or no message card at all. 

Wrong Product

• Select when the customer received a completely different product than the one they ordered. 

Wrong Variant

• Select when the customer received the correct product in the wrong variant, such as the wrong metal color or finish.