FAQ

BEFORE PURCHASING

Q1: I love your design, can I order two?

We only use naturally formed jade in our jewelry. Their coloring is unique as they have not been chemically treated to try and make consistent colors. Therefore, even when we use the same design, the uniqueness of the gemstone color makes each individual jewelry item truly one of a kind.

As each jewelry item is unique we therefore offer only one for sale.

 

Q2: What if I can’t find my ring size on your website?

Our rings' settings are designed in two types of materials, 18k gold and leveraging jade itself. For ring setting is made out of 18k gold, we can certainly resize it. There will be a service charge if the work is to enlarge it (due to the cost of the material). If the ring setting is made out of jade itself, we unfortunately can’t resize it without hurting the original gemstone.

To know your ring size please refer to the international guide below.

Jade Artisan │ International ring size chart 

Q3: Do you provide certificates for the jade jewelry?

For every purchase, we include a Jade Artisan authenticity card to reassure we have verified the authenticity of the jade as real, and grade A jade. If you require a formal certificate from an international jadeite laboratory, we can certainly do so. Normally it would take 3 working days for the item to be sent and tested. For items over $2,000, we can include this service free of charge. For items below, we would charge $50 as a service fee.

 

Q4: Do you provide gift wrapping?

Our standard wrapping includes: jewelry box, outerbox, Jade Artisan branded ribbon and of course the outer shipping box. If you need a special gift wrapping or greeting card, please don’t hesitate to let us know.

 

 

ORDER PROCESSING & SHIPPING

Q5:How soon will my order be processed and shipped?

Our orders are shipped the next business day except on postal holidays. So for example an order placed on Friday noon after 12:00 (GMT+8), will be shipped on Saturday. Orders on Saturday, will be shipped on the next business day, i.e. Monday.

 

Q6: Do I pay for the shipping cost?

We offer free shipping as a courtesy to all our customers. Delivery time as per courier’s standard estimation. Please kindly note potential delays during peak season, i.e. Xmas and New year.

 

Q7: How do I track my order?

For both international & domestic couriers, you will be provided a tracking number once the package leaves our boutique. You will then be able to track the order directly on the courier’s website.

 

Q8: What about tax and custom duties?

As a general practice; tax, custom clearance, and import duties (to ship the package into the country you are located in) are borne by the customer. We do not charge sales tax when you purchase the product. However, when you import the jewelry into your country, it is likely that sales tax will be added with custom duty.

In most countries, tax and custom duties will be charged by the local courier or local import authority. They will inform you via mail or at the point of delivery.  However, in other countries other arrangements may exist.

 

Q9: What if my package is lost?

If your order is marked as “delivered” and you have not received your package, please contact the courier using the tracking number we provided. If you still don't locate it, we cannot send you a replacement as everything we offer is unique. We will however file an insurance claim. (Please Note: International insurance claims are time sensitive and must be filed within 90 days of the original shipment date.) It takes about 90 days for claims to be processed. As soon as the insurance claim is processed, we will send you the refund.

 

EXCHANGE & RETURNS 

Q10: Can I exchange or return my order?

Each of our jewelry pieces is uniquely made. Therefore we are not able to exchange with other items exactly the same design. You can pick something else in the same collection if it suits you. Or, get a gift card and pick something else later when something pops up that interests you.

 

Q11: Can I return my order?

If you would like to return your order, please contact us by email within 3 calendar days of receiving your order and we will provide you with an address to return the item to.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original jewelry box.

You will be responsible for paying your own shipping costs for returning the item. As it is a valuable item, you should consider using a trackable shipping service and purchasing shipping insurance as this reduces the risk that we will not receive your returned item.

We will arrange the refund 7 calendar days after receiving the returned package, provided the item is verified undamaged, unworn, etc.

Please do not return an order without notifying us in advance so we can keep track of your request.

 

OTHER QUESTIONS

For all other questions we'll be happy to help via LINE (ID: jadeartisan), WhatsApp (+41 79 718 4484) or email us at service@jadeartisan.com

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