Customer Care

Product Care & Repair | Order & Payment | Our Product | Catalogue

W Jewellery offers a unique and extraordinary collection of jewellery that is perfect for daily and formal occasions. You may combine different creations to express your personal style and special moments. 

- Product Care & Repair -

✔ Be gentle when you put on and remove W jewellery.

✔ We recommend customer to put on W jewellery last when dressing and remove first when undressing.

✘ Avoid wearing W jewellery when bathing, showering, during sleep and exercising.

✘ Do not immerse W jewellery in water.

✘ Avoid direct contact with chemicals, e.g. hairspray, perfume, moisturizer, chlorine etc.

✔ Clean your W jewellery with a soft cloth or our cleaning cloth only.

✔ Clean with warm water when tarnish is not yet present.

✔ Dry with a soft cloth to remove any moisture immediately after cleaning.

✔ To remove mild silver tarnish, combine white vinegar with water, soak a soft toothbrush and gently brush the tarnished areas. This should make your W jewellery shine again.

✘ Avoid excessive soaking in any liquid.

♡ If uncertain, W Jewellery is happy to offer cleaning services for our creations; simply make a reservation before your visit.

✔ Store separately in air-tight pouch or jewellery box.

✘ Do not expose to natural sunlight, heat and moisture during storage.

✘ Do not store W jewellery in bathroom.

✘ Avoid storing with polyvinyl plastic as it will cause sterling silver to tarnish quicker and even turn it black.

♡ Please note that our W Jewellery gift boxes are not intended for long-term storage as they are not airtight. For long-term storage, you may wish to transfer your jewellery to our zip-lock pouch included with each item purchased.

Starting from the date of purchase, W Jewellery provides a 3-month free repairing service on all regular-priced jewellery item.

0-3 months of purchase: enjoy our free repair
3-12 months of purchase: enjoy half-price on repair
>12months of purchase: enjoy repair at original price


The above repairing scheme is only applicable to regular-priced jewellery item. A valid proof of purchase (email invoice / invoice number / membership account with purchase record) together with the matching warranty card is required in order to make reservation of repairing session. The repairing scheme is valid given that the jewellery shows normal daily wear, and has not been mistreated by third parties. W Jewellery also offers lifetime repair with a reasonable repairing charge, if the product eligible for warranty is outside of the 3-month free repairing period, or the product is a discounted item or accessory.

The shipping fees and relevant costs of sending the goods for repairing shall be covered by customers; while the shipping fees of returning the goods to customers are covered by W Jewellery.

The repaired product must be of an identical type to the product originally purchased. Terms and conditions apply. In case of disputes, W Jewellery reserves the right of final decision.


- Order & Payment -

W Jewellery currently supports the following payment method:

✔ Visa
✔ Mastercard
✔ American Express
✔ Shop Pay
✔ Apple Pay
✔ Google Pay

Please review the checkout amount before clicking "Pay now". Once the transaction is completed, you will return to our homepage wjewellery.co. Confirmation email should be sent to you as soon as the order being confirmed by system.

The following is included with your purchase of each regular-priced jewellery:

✔ Finely crafted W Jewellery creation
✔ W Jewellery giftbox
✔ Zip-lock pouch for long-term storage
✔ Warranty card (if applicable)

W Jewellery provides free shipping always within Hong Kong; free delivery to Macau on orders over HK$925. We provide free international shipping on orders over HK$1925.

The table below shows the minimum spending per purchase to be eligible for free shipping (in bold type):

standard shipping express shipping
Hong Kong | always free free > HK$925*
Macau | HK$60 free > HK$925*
International | ~HK$400-650 free > HK$1925*


* The price indicates minimum spending on one-time purchase to be eligible for the specific type of free shipping. i.e. spend over HKD1925 for free standard shipping worldwide; spend over HKD925 for free express shipping in Hong Kong and Macau. Our express shipping provider is SF Express for Hong Kong and Macau.

If you wish to upgrade to express shipping with extra fee, please let us know in the "special instructions to seller" by inputting "upgrade to express shipping". We will get back to you of the estimated express shipping fee by email as soon as possible. (For purchase yet to be eligible for free express shipping)

We are not responsible for lost or missing orders due to an incorrect shipping address provided, nor for lost or missing orders of standard shipping. For a safer and better delivery experience, we strongly recommend express shipping.

The estimate time required from your purchase till receiving your purchased item is as follows:

ready-made made-to-order
Hong Kong | 1 weeks 6 week
International | 1-3 weeks 6-8 weeks


All creations are made-to-order unless otherwise specified. Rush options may be available with an additional fee. Please contact us for details.

Please note that the above time estimation is based on delivery time of average standard shipping, subject to shipping location. Once your order is on its way, you will receive a shipping notification email with the tracking number for a status check. If you wish to upgrade to express shipping, please contact us within 3 days of your purchase.

Please note that we are not liable or held responsible for any delays after dispatch. Delays may happen occasionally due to uncontrollable factors but please be assured that we will do our best in minimizing any inconvenience caused.

Within 7 days from receiving the purchased goods, every regular-priced jewellery item is eligible for a one-time exchange to another one item at the same value. Other products such as accessory, tailor-made item, discounted item and gift item are not eligible for exchange.

For exchange to an item of higher value, customer is required to pay for the price difference; for exchange to an item of lower value, the price difference will not be returned to customer.

Item(s) must be in the same condition with original packaging, unwashed, unworn, exactly as it was first arrived. We are not responsible for compensation of items lost or damaged in return shipping. All return request must be pre-approved.

The shipping fees and all related costs of the returned products shall be covered by the customers, including but not limited to sending the goods to W Jewellery and returning the goods to customer's location.

We aim to dispatch the repaired product(s) within three weeks after receiving your returned product(s).

Return requests that fail to met our policy would not be accepted and will be sent back to customer at customer's own cost.

Please note that goods sold are non-refundable.

In case of disputes, W Jewellery reserves the right of final decision.


- Our Product -

Metal
W Jewellery employs 925 sterling silver for all products, where some products may also contain a small portion 999 fine silver to achieve certain design. There is no plating on our jewellery; it is made entirely of silver.

Crystals & Gemstones
W Jewellery integrates Swarovski® crystals in various design. A genuine Swarovski® shall be flawless, the very uniform structure offers the crystals amazing clarity. Perfect for adding extra sparkle to our creations.
W Jewellery also incorporate natural gemstones from various origin in certain collections, such as amethyst and citrine from Brazil.

W Jewellery measures in HK ring size, ring size conversion table available soon. Ring size measuring session is included with the purchase (available in Hong Kong). If you wish to measure your ring size from us, instead of choosing a particular ring size, please choose "to be measured (HK only)" during your purchase. For effective communication, we recommend registering our account before your purchase.

 

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