Orders & Payments FAQ

Why was my payment declined?
If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card in 24 hours or payment method.
If the above instructions fail please contact your bank or contact us with as much detail along with the error messages. so that we may assist you.

How do I make changes after my order has been placed?
If you notice a mistake with your order after receiving an order confirmation email, please email to service@mail.poennis.com. If it's after business hours, leave us a clear and detailed message with your name, phone number, and order number if available.

How do I use the code when ordering?
Add the required quantity to your cart, then click checkout, you can see a top header with words [ Click here to input code ], just click it and enter your code and click apply.(Tip: Some codes can be combined with B2G1 discount)

What's Buy 2 Get 1, Buy 4 Get 2, Buy 6 Get 3?
Regarding Buy 2 Get 1 Free (B2G1), it means when you add 3 pieces to your cart, 1 piece is free. For example, if you have 3 pieces of jewelry in your cart, we will automatically deduct 1 of them, and you only need to pay for 2 pieces. (Same for B4G2 and B6G3)

How do you secure my payment information?
We take security very seriously and do not process any of your payment information ourselves. All payment related matters on Fida are handled by PayPal and credit card company.

Is my personal information kept private?
We are totally committed to protecting your privacy. We will not disclose information about our customers or visitors to third parties except where it is part of providing a service to you - e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research and profiling or where we have your express permission to do so. For more information, please read our privacy policy in full.