DELIVERY SERVICE
Delivery (Hong Kong & Macau)
We offer free shipping on all orders delivered within Hong Kong and Macau.
For in-stock items, we will process and dispatch your order within 1-3 business days from receipt of purchase. Please allow an additional ~15-20 business days to craft your made-to-order or pre-order pieces. We endeavour to process your order as soon as we can whenever possible.
In normal circumstances, all orders will be delivered within 1-3 business days* after dispatch. If we cannot deliver within the usual time frame, due to unexpected events beyond our control, we will notify you.
Delivery (International)
We offer a complimentary delivery service to Australia, Canada, China, Japan, New Zealand, Republic of Korea, Singapore, Taiwan, United Kingdom, and United States for orders of HK$10,000 or above.
For all other orders, a delivery and processing fee of HK$100 will be charged for orders delivered to China and HK$500 for all other listed countries. Please note we do not refund shipping fees in any event.
International shipment will take approximately 3-10 business days* after dispatch, depending on location.
If you would like to ship to a country not listed above, please email us at info@no12jewellery.com with your request to explore options.
Delivery Process
We know you will be excitedly awaiting your delivery, so when your order is dispatched, you will receive an email notification with confirmation of shipment and tracking number. We use a tracked courier service provided by SF Express (China, Hong Kong and Macau) and FedEx/DHL (other international shipments) for your convenience and security.
For SF Express delivery within Hong Kong, you will receive a SMS or phone notification with a pin from SF Express once the parcel is ready to deliver. Upon your order delivery, please present the pin to SF Express courier for verification.
For SF Express delivery to China and Macau, and FedEx/DHL delivery, a signature will be required upon delivery.
Currently we do not ship to PO Boxes for security reason.
Please note when tracking information states that the packages have been delivered, we are not liable for any lost, stolen, or missing packages. We are not responsible for any delay in delivery if the courier company cannot procure the pin or a signature as mentioned above upon arrival.
If a package is sent back to us, customers are responsible for the redelivery fee.
Taxes & Duties
Orders placed from outside of Hong Kong may be liable for import and customs duties, Value Added Tax (“VAT”), tariffs, and other fees that may be levied by the destination country.
Customers are responsible for all these additional fees.
Please note customs authorities in the destination country determine whether any duties and taxes are applicable when the parcel arrives, which is beyond our control. We regret that we are not able to accept any responsibility for these. The courier may contact you locally with details of any import and customs duties or additional charges to pay.
All costs incurred on a refused delivery because of custom or brokerage fees, duties, taxes or restrictions imposed by the country of destination are the responsibility of the customer. No refund will be made for the entire order and shipping fees.
Please check with your local customs authority prior to purchase to avoid surprise charges.
*Note: We are committed to getting your jewellery to you as soon as possible, but due to COVID-19 or other unexpected events beyond our control, there may be potential delay of delivery based on the local circumstances. NO.12 carries no liability in these cases.
