Delivery & Returns

We dispatch within 7 days when the piece is in stock. Larger quantity orders are made to order and take approximately 3–4 weeks for production and dispatch.

What delivery costs

• Hong Kong — free.
• Everywhere else — charged. The amount depends on where the parcel is going and which courier we are using at the time, so it changes from time to time. Your cost is worked out at checkout and shown before you pay.

We ship worldwide. If you would rather we shipped on your own courier account, give us the account number at checkout and we will use it.

Delivery time after dispatch depends on the courier and the destination, and is not something we can control or guarantee.

When your order is dispatched we send you the tracking number for it. Take that number to the courier’s own tracking page and it will show you where the parcel is and when it is due.

The courier’s page is the live record — it updates before we do, so it is always worth checking there first. If the number shows nothing for a few days, or the tracking stops moving, write to us and we will chase it with the courier.

Any duty or tax charged when your parcel enters your country is payable by you, not by us.

Every order ships from Hong Kong. When it arrives in the United States, the European Union, the United Kingdom or anywhere else, that country may charge VAT, sales or use tax, import duty, or a handling fee from the courier before releasing the parcel.

• We do not calculate or collect these charges. What you pay us covers the goods and the delivery, nothing more.
• We cannot tell you what they will be — they depend on your country, the value of the order and the type of goods. Your national customs authority publishes the rates.
• Parcels travel duty unpaid. The courier will normally ask you to pay before they deliver.
• We declare the contents and value of every parcel honestly. We cannot mark an order as a gift or under-declare its value, and we will not do so if asked.

If a parcel is refused because of these charges, it becomes an undelivered parcel — the next section explains what happens then.

Please give a full and correct address, and collect your parcel when the courier or post office lets you know it has arrived. Parcels come back to us when nobody collects them within the holding period, when the address is wrong, or when the parcel is refused on arrival — most often because of import duties.

By that point the delivery has already been paid for and the parcel has travelled back at further cost. We will get in touch, and you can choose to:

• have it sent again — you pay the new delivery cost; or
• have it refunded — we refund the goods, less the delivery already paid and the cost of the parcel coming back.

Duties and local charges are the customer’s responsibility, so refusing a parcel over them does not mean the delivery costs are refunded.

Tell us within 14 days of delivery and we will refund or replace it. We pay the return postage. A photograph of the problem usually saves everyone time.

Because every piece is natural shell, pearl or stone, and no two are the same, we do not accept returns simply because a piece is not what you hoped for. Please read the description and look closely at the photographs before ordering, and write to us if you are unsure — we would far rather answer a question first.

If you are a consumer in the EU or the UK

The law gives you a right we are glad to honour: you may cancel your order within 14 days of receiving it, for any reason, without giving one. Tell us within those 14 days, then send the piece back within a further 14 days.

• The piece must be unused and in its original condition. You may handle it as you would in a shop, but not wear or alter it.
• Return postage is your responsibility. We recommend a tracked service — until it reaches us, it is at your risk.
• We refund within 14 days of receiving the piece back, or of your proof of return, whichever is sooner.
• Pieces made to your own specification are excluded, as the law allows.

Once production has begun, a made-to-order piece cannot be cancelled.

Write to [EMAIL] with your order number and, if the piece is faulty, a photograph. Please do not send anything back before we have replied — we will tell you where to send it.