How do I place an order?

Once you wish to purchase a piece, select the relevant color and size (If applicable) and then click ” Add to bag ”

Your item will be added to your shopping cart and the shopping cart Panel will slide out to confirm your selection.

How do I track the status of my order?

When your order is shipped, you will receive an email with the tracking number to check the status.
Or you can email us with your order no. if you didn’t receive the email:
shipment@khoejewellery.com

What payment methods do you accept?

We accept Visa, MasterCard and American Express, Apple Pay, Google Pay and Paypal.

Can I pick up my order from your office/warehouse?

Sorry, we don’t provide pick up service at the moment. All the order will ship by courier only.

How do I cancel my order?

If you need to cancel your order please fill in the contact form. Please keep in mind that we strive to process and ship orders for the ready stock within 2 working days. And once the order has shipped you will be subject to our return policy. However, please keep in mind that, special order / personalised items cannot cancel.

Can I get a discount?

We have different promotion during the year,  you may stay informed on special offers and promotions by subscribing to the Khoe e-mail list. Sign up at subscription and follow our Facebook and Instagram.

Is the price included tax/VAT?

Each country has its own taxation system, please kindly check your local tax and it will be charged by your local taxation department. We do not cover the cost of customs, duties or taxes. These fees are out of our control and vary by country. They are the responsibility of the customer and due upon receipt of your package.

What currency you listed in your website?

You can select the currency that you like which button is on the right hand top corner.

Do you have any stores?

Even though our office is locally situated in the heart of Hong Kong, Khoé is primarily an online only retailer with no physical storefront and showroom.

How do I contact customer service?

Our Customer Experience Team is available Monday to Friday , HKT 9:30-6:00pm

Live Chat: If you see the Coral color ‘We are Here’ bubble on the bottom right corner of the page, click on it.
Our Support Team offers Live Chat when available throughout the day. Monday to Friday, Hong Kong time 9:30-6:00pm.

E-mail: question@khoejewellery.com
We try to reply quickly, so you won’t have to wait too long for a response.

What is pre-order item?

For pre-order and order items, please allow up to 2-3 weeks for delivery.

When ordering an item on pre-order, items will be shipped together, unless requested otherwise. Please note, availability dates are an estimate and not always accurate. You can always contact our customer service.

How much are the shipping fees?

Khoé provides free shipping worldwide.

When will my order ship?

All in-stock orders received by 12pm HKT Monday to Thursday will be shipped out the same day. Orders received after 12pm HKT Monday to Wednesday, will be shipped out the following day. Orders received after 12pm on Thursday, will be shipped out on Monday (except public holidays).

How can I track my order?

If you have placed an order, you may check the status on the “My Account”
page once you are logged into the site. Otherwise, please message us on our
Live Chat or email us at shipment@khoejewellery.com and we can provide the
necessary information for you.

How long will I receive the parcel?

Once the order shipped out from Hong Kong, it normally takes 2-3 days for delivery. If overseas parcel, we estimate it will take min 5-14 working days, and also depends on custom in your country. Public holidays will also affect the delivery dates. If you want a more accurate delivery date, please contact us
by email before order.

How are my products shipped?

All of our products are shipped inside 2 boxes, 1 jewellery box and outside with a paper box. And outside is using a bigger bubble bag to avoid serious damage from improper shipment handling.

Why hasn’t my shipment arrived?

Shipments can be delayed due to a variety of reasons such as long public holiday, traffic or bad weather. Check the status of your shipment using your email address and order number on our tracking page.

What if I input the address wrong in the order form?

When you place the order, please make sure the mailing address is correct. We are not responsible for lost shipments that arise due to incorrect addresses provided by customers.We don’t accept P.O box as receiver, if you have input the wrong address in your form, please send us email immediately to shipment@khoejewellery.com.

What if I didn’t receive the parcel after 7 days?

All the shipment from Khoé will be traceable. We will provide you the tracking no. once the parcel dispatch by email. Within Asia, you should received in 7 days, overseas customer, your order can take up to 3 weeks for delivery. If you haven’t received your order within the specified time of delivery requested please e-mail shipment@khoejewellery.com.

When will I receive a product if it's on backorder?

The store is occasionally out-of-stock on popular items. It may take between 1-4 weeks for a product on backorder to be shipped to you. You will receive an e-mail notification upon shipment ready. If you want to know the estimated date of order, you can contact our customer service.

Can products be shipped to PO Boxes/APO/FPO addresses?

We do not currently ship to P.O. Boxes /APO/FPO.

Do I need to pay tax / duties?

Each countries have their own taxation system. We ship your parcel without duties and taxes, and we do not collect the VAT, duties and/or taxes for third parties. If your country does require these additional charges, they must be paid by you in order for your parcel to clear customs. Khoé cannot accept unpaid tax/ duties parcel return. Please consider this in your purchase.

Khoe Jewellery reserves the right to cancel orders anytime without reference to shipping status.

My product was damaged upon arrival, what should I do?

We guarantee that at the time of shipment that your product is free from defects in materials and workmanship. This warranty is in lieu of any other warranty expressed or implied, including but not limited to, any implied warranty of merchantability or fitness for a particular purpose.

Please notify us within 48 hours of receipt of the product if your shipment is damaged. Unfortunately after this period, we are unable to honor a warranty claim.

What material Khoé Jewellery is made of?

Our jewellery is made of 14K or 18K gold. Some people name it as “585” & “750”. We offer 3 platings: White gold, Rose gold and Yellow gold.

What kind of semi-precious gemstones do we use?

Semi-precious stone sourced from all over the world, the stones are a portion of mineral or organic resource that has been refined and cut for use in jewellery and
embellishment. Stone types we are using: Amethyst, Topaz, Garnet, Citrine, Peridot, Rhodolite, Quartz, etc.

Are the pearls we use real?

We use 3 different types of pearl, freshwater pearls / akoya pearl and mother of pearl in our jewellery designs.

Freshwater pearls are formed within mussels living within freshwater. They’re durable with an untreated, natural shade of white which won’t lose color if properly cared for. We also have pink/peach/purple pearls which are called Edison Pearl. They are mainly from China.

Sea pearls are perfectly round shapes and high to excellent pearl luster compared to other kinds of pearl. They are mainly from Japan, Australia and Tahiti.

Mother of pearls consists only of a thin layer of sediment similar to a boulder opal. This thin layer can be carved or cut into other shapes. And mostly it’s not round in shape.

Can I purchase a Gift Card?

Yes. Gift certificates are available for purchase and deliver in Email form. You simply purchase them as you would any other product. Please note all Gift Card sales are final. Discount will not be applicable to gift cards. But you can use the gift card amount to buy any product including sales items.

How do I redeem a Gift Card or Coupon Code?

On the check out page, you will be prompted to enter your Promotion/Coupon Code or any valid Offer Code. Once you enter the code and click “Apply Gift card ” / “Apply Coupon”, the gift card amount/ discount amount associated will be subtracted from your order total. You may then proceed to checkout. If by chance your gift certificate balance does not cover the full cost of your purchase, you may use the alternative payment methods available during checkout. If you do not use the full amount of your gift certificate, the balance will be recorded by the system and the funds will be available for future purchases.

Do you provide Gift wrapping?

All of our pieces are packed in small individual Khoé boxes with a warranty card. Gift-wrap is available if you click the button in the checkout; this option is available for each individual item at the check-out. Our gift-wrap service includes your box being put in a paper box wrapped in delicate tissue paper and ribbon.

If you need to write a message, please write down the message in the checkout area.

If you require any further assistance, please email us at vip@khoejewellery.com.

Can I return the gift card?

Please note that all Gift Card sales are final. Please note that returns and exchanges are not permitted.

Can I return my purchase for any reason?

Yes, you can return us within 7 days from the date that you received without any reason. ( except special order, such as ring size, engraving are count as special order)

All returns must apply a confirmation no. from us by e-mail shipment@khoejewellery.com before sending back to us, the confirmation no. will send to you by email within 24 hours. Once you receive the no. Please follow the step from the e-mail for the return.

We accept returns in the same condition with original packaging, which means tags on the jewellery, warranty card as well as jewellery box, for a refund. If the tags are no longer attached on the jewellery, we are unable to accept returns.

How long does the refund take?

Return processing normally takes approximately 14 business days depending on the platform you used. Once we receive your return, we will need a couple of days to process this. Then your bank will process the refund. We will be sure to send an email out to you as soon as your return has been processed.

What if I return later than 7 days?

All items that you return must be returned within 7 days of receiving your order. Returns outside of this limit will only be accepted at our discretion.

Do I need to pay for the return shipping fees?

We provide you a prepaid shipping label to send the piece back to us. A return fee of $100.00(HKD) will be deducted from your refund for shipping fees. Once we receive the item and finish checking, we will issue the refund.

If you have any inquiry, please feel free to contact us by email before sending us the return at shipment@khoejewellery.com.

How can I do an exchange?

We are currently unable to process exchanges. If you would like to exchange
an item, please return the original item(s) for a full refund and place a new
order.

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