Orders & Payment

When will my order be delivered?

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. 

In normal circumstances, all orders will be delivered within 1-3 business days after dispatch within Hong Kong and Macau. International shipment will take approximately 3-10 business days after dispatch, depending on location.

Due to COVID-19, there may be potential delay to delivery based on the local circumstances, but we are committed to getting your jewellery to you as soon as possible.

What happens if an item is out of stock?

If you are interested in purchasing a piece that is currently out of stock, you can simply place a made-to-order purchase. Please allow ~15-20 business days to craft your jewellery piece. We will then process and dispatch your order within 1-3 business days.

If there is a delay at the production level due to unexpected events that beyond our control, we will notify you.

Please feel free to email us at info@no12jewellery.com if you need any assistance, we will respond as soon as possible.

May I change or cancel my order?

Unfortunately we are unable to change or cancel your order if the order has already been processed and paid.

What payment methods do you accept?

At the checkout, you can proceed as a guest or create an online account with us once you have placed your order. By creating an online account, you can enjoy a quicker checkout process for your future orders.

Currently, we accept payments made by Visa, MasterCard and American Express.

You may also choose to pay by Apple Pay, Google Pay, PayPal or Shop Pay.

Is online payment secure?

The security of transactions is an integral part of online shopping experience, and we are attentive to it. All transactions are secure and encrypted.

Shipping & Delivery

How much is shipping?

We offer free shipping on all orders delivered within Hong Kong and Macau.

For international delivery to Australia, Canada, China, Japan, New Zealand, Republic of Korea, Singapore, Taiwan, United Kingdom, and United States, we offer free shipping 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.

What arrangements are made to ensure secured delivery?

We use a tracked courier service provided by SF Express (China, Hong Kong and Macau) and FedEx/DHL (other international shipments) to ensure your order arrives safely to your doorstep. 

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.

Can I specify a delivery date?

Unfortunately we are unable to deliver on a specific day, but we will do our best to accommodate any requested delivery dates. Please email us at info@no12jewellery.com and let us know your requirements.

How can I track my order?

When your order is dispatched, you will receive an email notification with confirmation of shipment and tracking number.

Can you guarantee the delivery time?

We estimate shipment times as precisely as possible, but unexpected events beyond our control may occur. 

If we cannot deliver within the usual time frame, we will notify you.

Will there be additional charges to pay?

All orders are shipped from Hong Kong.

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.

Please check with your local customs authority prior to purchase to avoid surprise charges.

What should I do if I am contacted by customs in my country about my order?

Jewellery items are subject to careful inspection by customs.

In some cases, the courier may contact you locally with details of any import and customs duties or additional charges to pay, or if customs request additional information from the recipient. 

Customs have the final say on whether or not our products can cross the border, so please engage with their communications to ensure a safe and timely delivery of your package.

Returns

What can I do if the product does not meet my expectations?

We have every confidence that you will be completely satisfied with our jewels. However, if for any reason you are not, you may return the jewellery for a one-off return for a store credit within 7 days (including weekends and public holidays) from the date of order arrival. This does not apply to made-to-order, pre-order, personalised and sales items, which are non-returnable.

For hygiene reason, we regret to advise that we do not accept return of pierced earrings products.

To be eligible for a return, please send us a request by email with the original invoice, order number, item(s) you wish to return and the reason for return within 7 days from the date of order arrival. After receiving our email confirmation for return, please return your item within 7 days.

Please note we will not be liable for return requested outside of this time frame. Do not send your return without our confirmation.

All items must be returned to us unworn, in pristine condition and accompanied by the original invoice and packaging including the NO.12 jewellery box, cloth bag and soft pouch provided at the time of delivery.

Returns that are not in their original condition or packaging, sent outside of our returns window, or sent back to us without first requesting a return will not be accepted. Rejected returns will be sent back at customer expense.

All returned items will need to pass a mandatory quality control, after which you will receive a notification that your return has been granted. In normal circumstances, store credit will be processed and issued within 14 days. Items purchased by store credit are not eligible for returns.

We currently do not offer refunds or exchanges.

Please note customers are responsible for all shipping costs for returns and the safety of the delivery. Hence, we recommend using a courier service with tracking option to ensure your parcel reaches us safely. We are not responsible for any package lost or damage in the duration of the return.

Can I return my made-to-order, pre-order, engraved and sale items?

Unfortunately all made-to-order, pre-order, personalised, engraved and sale items are not eligible for returns.

How long does it take to receive the store credit from return?

All return items will need to pass a mandatory quality control, after which you will receive a notification that your return has been granted.

In normal circumstances, store credit will be processed and issued within 14 business days.

How to use the credit from return?

Credit from return will be presented in a Gift Card format, with the set value equals to the amount of the original purchase for your return item, excluding the shipping fees. Its value can be used as payment towards your future orders. Items purchased by store credit are not eligible for returns.

Once the return is granted, you will receive a unique Gift Card code by email within 14 business days. The Gift Card will be valid for 1 year. During checkout, customers can check the Gift Card option to indicate that you want to enter a Gift Card code for payment. If the balance available on the Gift Card is greater than or equal to the order total, then you can click complete order. If the balance available on the Gift Card is less than the order total, then you will be prompted to choose a second payment method for the balance before placing the order.

What happens if my item is faulty?

In the unlikely event that you believe your received item has a manufacturing defect, please email us at info@no12jewellery.com with the original invoice, order number, product name, description of the defect and clear photographic evidence of the defect. 

Contact must be made within 3 days from the date of order arrival to obtain an authorisation of return. Your item must be returned within 7 days after receiving our authorisation of return. Please do not send your return without our authorisation.

All returned items will be examined and inspected. If your returned item is proven to have a manufacturing defect after inspection, we will make it right for you and offer a repair service at no cost.

Please note our products are crafted using natural materials. Slight variations in craftsmanship and natural characteristics of the metal or gemstones such as colour or inclusions cannot be considered as defects. Damage caused by accident, mishandling, negligence, or general wear and tear such as scratches, chipping or loss of stone(s) will not be covered.

We will not be liable for claims reported outside of the above time frames. Please feel free to email us if you need any assistance, we will respond as soon as possible.

Resizing & Repairs

Do you offer resizing service?

We know ring sizing can sometimes be hard to get perfect online. If the size is not quite right once you receive your ring, we are happy to help.

We will resize your ring up to two sizes larger or smaller at most at no cost within 14 days (including weekends and public holidays) from the date of order arrival. Personalised and sale items are not eligible for free resizing.

Please retain the invoice as proof of purchase. Each ring will only be resized once for free.

If you would like to resize your ring outside of the 14 days from the date of order delivery, we are delighted to arrange a resizing service for a fee. Pricing for ring resizing will depend on the nature of the ring.

Please email us at info@no12jewellery.com if you need any assistance.

Note: Resizing is not possible on every ring and is dependent on the model design. Please check the product page for advice.

Do you offer a repair service?

To offer peace of mind in your jewellery piece, we are happy to arrange a paid repair service for most of our products, subject to technical feasibility. Pricing of repairs will depend on the nature of the product and damage sustained.

Please send a photo of your jewellery to us for a visual assessment to confirm whether a repair is possible. Should the product be approved for repair, we will share a quotation for the repair work.

Please retain the invoice as proof of purchase.

Email us at info@no12jewellery.com if you need any assistance. We will review and get back to you with our best available solution.

What after-sales services are available?

To offer peace of mind for your purchase, we offer ring resizing and jewellery repairs services to our customers. Please see full details above.

In the unlikely event that you believe your received item has a manufacturing defect, please email us at info@no12jewellery.com with the original invoice, order number, product name, description of the defect and clear photographic evidence of the defect within 3 days from the date of order arrival to obtain an authorisation of return.

All returned items will be examined and inspected. If your returned item is proven to have a manufacturing defect after inspection, we will make it right for you and offer a repair service at no cost.

Please retain the invoice as proof of purchase.

We’re also here for you if you need any help or advice on choosing, purchasing, and caring for your jewellery. Please feel free to reach out at info@no12jewellery.com with any questions. 

Is there anything else you’d like to know?

We’re here for you. Please feel free to email us at info@no12jewellery.com if you need any assistance, we will respond as soon as possible.