FAQs

Shopping process:

Buying Online:

• Select your favorite item(s) on our site and add them to your cart.
• Proceed to checkout, where you'll enter delivery details like name, address, and contact information.
• Choose delivery method: courier shipping or office pickup
• Select your payment method and submit order
• You'll receive confirmation of your transaction via email or WhatsApp
• We'll then carefully craft your pieces and prepare for speedy delivery within 3-5 days or office pickup

Visit our office:

• Reach out to schedule an appointment
• We will meet you at your convenience and view our product selection in person.
  

Request a customized quote:

• Meet with our specialists to go over material options, sizes, and so on.
• You will receive a phototype image as well as a pricing quotation.
• Review the quote details and submit a deposit to begin the order.
• We strive to make your jewelry purchase as simple and enjoyable as possible.

Please reach out with any other questions. We aim to make your HAC jewelry buying experience seamless and enjoyable from start to finish.

Product:

Are the items actually diamonds, gold, or platinum?

• All of our fine jewelry items use authentic, precious materials. For gold and platinum pieces, the karats or purity will be clearly marked (e.g., 18k or AU750). While we don't include certification documents with every order, we'd be happy to provide an assay certificate upon request to verify the precious metal content if needed for a gift or special occasion.

Are diamonds and gemstones lab-certified?

• Yes, all diamonds weighing 0.3 carats or more come with GIA certification, guaranteeing cut, color, and clarity. Other loose jewels may be examined by reputable laboratories, such as GIA, upon request. For optimal value, use smaller natural stones or jewelry sourced from reputable dealers. Please let us know if certification is needed, and we will get updates.

What is the warranty period?

• Covers manufacturer defects within a standard 1-year timeframe.

Can I custom design a piece?

• Yes, we offer custom design services. Basic engraving is free with purchases. For specialized, one-of-a-kind creations, our artisans can work with you for a fee based on materials and complexity. Design consultations are free to discuss your ideas. Custom orders usually take 2–4 weeks once paid. Contact us to discuss your idea!

I don't see my size listed; can you special order it for me?

• We will gladly place special orders for items that exceed our standard dimensions or specifications. Lead times and additional fees may apply.

Sizing:

What size should I order for rings?

• For rings, please provide your ring size in HK terms. Check our size chart for guidance, or have your regular ring size handy.

Do you offer half- and quarter-sizes?

• Yes, we have the ability to craft rings to the nearest 0.25-size increments for a custom fee. Please specify if you require a half- or quarter-size.

Can you resize items?

• Most rings can be resized up or down by one full size for a nominal fee plus shipping costs. Other items may not be resizeable after production.

Shipping:

Can I track my order?

• Yes, once your order is shipped, you'll receive a tracking number to allow you to view your progress online via the courier's website or app. Our preferred carriers provide great visibility.

How long will shipping take?

• Standard domestic delivery takes 1-2 business days within Hong Kong or Macau using SF Express. DHL Express offers similar timelines. International times may be slightly longer, depending on the destination country.

What is the shipping time if an item needs a size adjustment?

• Size modifications: If an item requires a size adjustment, it may take an additional 2-3 days for the alteration work. The total delivery timeframe would be 3-5 days in this case.
• Out-of-stock items: Unfortunately, if an order is placed for something currently out of stock, a remanufacturing process may be required, which takes 5-7 days to complete production. We will ship the item as soon as possible once it is complete.
  

What shipping methods are available?

• We offer standard parcel post as well as more premium tracked courier options, like DHL Express, if required. Delivery confirmation is provided by all our carriers.

Is reshipping or insurance available?

• Parcels are insured up to a reasonable value by default. Resending lost packages is evaluated on a case-by-case basis. Contact us for assistance if needed.

Do you ship internationally?

• Currently, we only offer domestic Hong Kong and Macau delivery but are exploring international expansion options for the future. Details will be shared on our site.

Order and Payment:

What payment methods do you accept?

• Popular options include credit cards, Paypal, bank transfers, etc.

How can I pay without credit card?

• Methods like PayPal, AlipayHK, Apple Pay aim to serve customers who can't/don't want to use credit.

Return and Exchange:

How do returns and exchanges work?

• We offer free returns within 7 days for refunds or size exchanges.

What does the return process entail?

• Please contact us upfront about restocking fees, refund processing timelines, and return shipping obligations.

What is your exchange/return policy?

• Exchange and Returns Policy:
• Returns are accepted within 7 days of receipt.
• Ship back unused items within a week at your cost, with original packaging if possible.
• 10% restocking fee applies to all returns upon inspection.
• Exchanges are shipped free, and refunds minus fees are processed 2-4 weeks after receipt.
• Custom or personalized orders are non-refundable once produced.
• Contact us right away if any issues arise.
  

Do special-order items qualify?

• While exchanges are allowed, there are no refunds on custom-sizing orders or personalized or engraved pieces due to the specialized nature of such items.

Customer service:

How can I contact customer support?

• Email and phone support are available. Response times will be within a couple of hours.

Do you have physical store locations?

• Feel free to schedule an appointment in our office. We will meet you at your convenience.

What is your cleaning and care guide?

• All gemstones can be cleaned with warm water and mild dish soap at home.This cleaning method is safe for most gemstones.