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FAQ
Payment Related
1. Is it safe to submit my credit card information on your website?
Yes, it is. We are proud to say that we have never had a problem with the security of any customer’s information. The website is equipped with a hacker safe program that is monitored and tested daily.
2. Why was my credit card charged more than once?
If you have an error message while attempting to place an order it will place a hold on your credit card account. This does not mean that your account has been double charged. It is a pending transaction that will reverse on its own. We have a very secure site for your protection. If you are having trouble with your billing address, we would suggest contacting your bank to verify the billing address they have on file for you. They may have more than one address on file. We have not charged you twice and we do not have multiple orders for you. What you are seeing is an authorization, not an actual charge. Whenever a debit card is used it is always authorized right away whether it is accepted or not. The authorization does disappear on its own. We are not going to charge you so that will go away. If you wish, we can fax the bank and let them know that we are not going to charge you. If you would like us to do that, you need to call our Customer Service department with the fax number to the bank, your credit card information and who to send the fax attention to. We cannot do this through email so you must call us with that information.
3. When will my credit card be charged for an order?
The credit card will be charged at the time the order is placed.
4. Why was my credit card charged if my order was declined?
We have a very secure site for your protection. If you are having trouble with your billing address, we would suggest contacting your bank to verify what billing address they have on file for you. They may have more than one address on file. We have not charged you and we do not have an actual order for you. What you are seeing is an authorization not an actual charge. Whenever a debit card is used it is always authorized right away whether it is accepted or not. The authorization does disappear on its own. We are not going to charge you so that will go away; if you want we can fax the bank and let them know that we are not going to charge you. If you would like to do that you need to call us with the fax number to the bank, your credit card information and who to send the fax attention to. We can’t do this through email so you must call us with that information.
5.Will my invoice include the price I paid for the items?
Yes. All invoices are sent out with prices and product information.
6.What credit cards do you accept?
We accept credit and debit cards with the Visa, Master card. Please feel free to contact us if you have any further questions: account@tophawson.com
Return and Exchange
1. What do I do if I received my items damaged?
If you receive an item damaged in some other way, please contact our customer service department.
customer.services@tophawson.com
IMPORTANT TIPS: DAMAGED ITEMS MUST BE REPORTED TO US WITHIN 72 HOURS OF RECEIPT.
2. How long do I have to return or exchange an item?
If for any reason you are not 100% satisfied with your item within 30 days of receipt, you could return any
unused merchandise that has not been engraved or customized for a refund, credit or exchange (minus shipping & handling fee). Please kindly know that 30days window starts from the original date when the package was delivered, but not the date that you received this item.
3. What if something happens to my item?
We offer 1-month warranty for return if you not 100% satisfied with your item;
We offer 3 months warranty for exchanging a new item with quality problem.
IMPORTANT TIPS: IF THE ITEM IS CUSTOM STYLE WITH YOUR PERSONALIZED INFORMATION, THEN IT COULDN’T BE RETURN OR EXCHANGE, UNLESS IT IS CLEAR ERRORS MADE IN PERSONALIZATION.
4. How do I return an item(s)?
Before your return, please kindly know that it’s necessary that your request for return has been approved. We will advise you return way and get you return information. The item needs to be securely packed and sent back with your order information.
IMPORTANT TIPS: WE ARE NOT RESPONSIBLE FOR ANY RETURN THAT IS LOST OR DAMAGED IN TRANSIT. WE HIGHLY SUGGEST INSURING THE RETURN PACKAGES.
5. What shall I ship my return back in?
It is best to send your return back in the box you received but you can also use a bubble or padded envelope.
IMPORTANT TIPS: PAPER ENVELOPES WILL RIP DURING POSTAL PROCESSING. WE ARE NOT RESPONSIBLE FOR ENVELOPES RECEIVED WITHOUT PRODUCT.
6. What do I do if I lost my invoice / return / exchange form?
Please write down the following information on a paper, including buyer's full name, phone number and order number. Please do return the item with the paper attached.
7. Do I have to pay shipping for my return?
It depends on the situation. Please follow the tips on the website, or confirm with our customer service department.
8. How long will it take to process my return?
We will inform you after receiving your return, please allow 2 working days for processing your return. Once our quality specialist approves your return, for exchange we will reship a new item within 2 working days, for refund we will release it within 7 banking days to your original payment account. We will update with you by email.
Refund
1. Why was I refunded minus shipping?
If you apply for the refund, we will deduct the shipping fee that we sent the package to you. Please understand for this. If your order total drops below the threshold for free shipping you will be charged the correct amount for the shipping.
2. Why hasn't my refund been reflected on my (bank, credit card, etc.) account?
Most refunds normally take 48 to 72 business hours to show up on your account after releasing. However, the refunds depend on your bank，you can contact the bank or your card company to confirm that they have received the refund.
Email: account@tophawson.com
Style Question
1. How wide are your neckties?
Our standard ties are 3 1/4" wide. Because they are handmade, there will be a slight variance for every tie. We do make ties that are 3 1/8" and wider for select ties.
2. Where are your cufflinks made?
Our cufflinks are made in Dong Guan, China. Our cufflinks are with eco-friendly material and in high quality polished. The color will not be easy to fade.
3. How often do you restock your Tie Clips?
We restock our high demand/best sellers monthly. You can enter your email to be informed when an out of stock tie clip is restocked.
4. I'm not sure whether the color of the pattern is what I actually want for the necktie?
We can send you pattern charts for some select ties to help your buying decision. If you need some advice about pairing just let us know.
5. Do you offer discounts or put your Tie Tacks on sale?
Of cause yes. We offer some style at a special discount. You can check our discount collection to find the designs you liked. We also do participate in Black Friday, Cyber Monday or other promotions.
We are a factory, we have a good controlling in quality, stock, and customer services.
6. If I'm not happy with my purchase what can you do for me?
We too are shoppers and we value your business. We have a 30-day return policy. We are happy to exchange cufflinks or necktie too if you change your mind
7. How to choose the suitable size tie clip to match my Necktie?
For the tie clip size, it depends on your necktie width. If your necktie width is between 2"-2.5", then a 1.5" tie clip will be perfect to match with your necktie.
For necktie width between 2.75"-3.25", 2" tie clip is the best to choose.
For necktie width between 3.5"-4", 2.25" tie clip is the best to choose.
8. How to wear a tie clip?
Click to learn details
9. How to use cufflinks?
Click to learn details.
10. How to wear a necktie?
Click to learn details.
11. How to wear tie tack?
Click to learn details.
Wedding Questions
1. I don't see the color I want for my wedding. Can you make a custom design for me?
It would be an honor to be a part of your wedding. The short answer is Yes. Based on your design, we would let you know whether we can do exactly what you have in mind or how close we can get to it. Please reach out to us via Email: info@tophawson.com or call at +86 13826108130.
2. Can you make cufflinks and tuxedo studs and bow tie for a large wedding party?
Yes, we can and we'd be delighted to be a part of your wedding. It can take 3-4 weeks so please reach out to us well in advance.
Custom Questions
1. I've never customed before. How do I start?
It’s easy. All you have to do is email us at info@tophawson.com to request for a free quote with your artwork, and let us know how many quantities you would like to order.
2. I have no artwork, can you help?
Yes, absolutely! We offer free art and design services with every order! You can send us your LOGO and we will suggest your art and design for your selection.
3. What if I need to make changes or cancel my order after it's in production?
Any changes or cancellations are subject to charges based on costs incurred up to the time of your request. No Change is accepted once an order is in production. If changes are necessary once production begins, it will be considered a new order.
4. How should I supply my own artwork to you?
The most preferred format is Illustrator or .igs vector artwork and all fonts converted to outlines/curves. We also accept .jpg, .pdf, .png, .psd or .bmp files ( pls enlarge artwork 4 times larger than the cufflinks size). We highly recommend the use of PMS Matching System colors in your art in order to reproduce the colors you require. For our Digital cufflinks, artwork should be at least 300 dpi or higher.
5. Will I receive art proof before you produce my tie clip?
Yes, we will send you a proof after receipt of your order and will not produce your tie clips until we get your final approval of the artwork.
