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Terms & Conditions

TERMS & CONDITIONS

The following terms and conditions apply to all use of the orders placed on XHE’s website xhe-jewellery.com. These Terms and Conditions may be updated from time to time. Users are responsible for keeping themselves updated on the Terms and Conditions and reviewing any changes since the last version. By using the website and placing an order on the website, you confirm that you have read and accepted the Terms and Conditions and the Privacy Policy.

Account

All orders placed on xhe-jewellery.com are stored in our customer system. Information including the Customer’s shipping and billing address and order history will be saved.

You can choose your password to log in and will be able to view your profile under your account. The account contains information such as your order history, shipping, and billing address. All profiles can be deleted by contacting us at info@xhe-jewellery.com

Order

Please make sure that you have read and understood the Terms and Conditions before you place an order. Products in your shopping bag are not reserved and may be purchased by other customers until you have placed the order at checkout and received the order confirmation by email. If your selection of products should be lost from the shopping bag, you will be required to re-enter your selection of products. XHE does not reserve items for future purchases.

* Please note that the estimated lead time for made-to-order products e.g. 18K gold items will take at least 3 weeks.

Order Confirmation

Shortly after placing your order, you will receive an order confirmation by email including your order number, details of the product you have ordered and delivery details. Please note that the confirmation email is an acknowledgment that we have received your order. If you fail to receive an order confirmation within 24 hours of placing an order, please contact us at cs@xhe-jewellery.com

Payment

We accept the following payment methods: Apple Pay, Google Pay, Mastercard, American Express, Visa, and UnionPay debit and credit cards.

For pre-order and made-to-order items, the card will be charged beforehand. In such cases, you will be notified by email.

Shipping Information

Your order will normally be packed and shipped within 1-2 business days from the time you place your order. When your order is dispatched, you will receive a shipping confirmation by email including all shipment details.

The shipping fee is charged based on the subtotal before taxes, and discounts, and is non-refundable. We are unable to deliver to P.O. box addresses or destinations that are not listed on our website. Kindly also note that delivery to rural addresses can result in longer delivery times.

Tax and Duties

XHE is not responsible for any duties or taxes incurred by the country we are shipping to. The customer is responsible for paying taxes and duties upon delivery.

Delivery Dates

Indicated shipping timeline is an approximate number of days an order takes to deliver from the ship date indicated at checkout, and does not include weekends, holidays, and any unforeseeable delays on the courier's end (weather, volume, traffic, etc). Delivery may be delayed if a change of delivery option is submitted on the customer's end.

* Please note that if your order consists of made-to-order products e.g. 18K gold items, the dispatch date may take longer from 3-4 weeks. You will receive another email once the made-to-order item is ready to dispatch.

Measurements

All measurements are approximate. Note that variance and minor differences may occur.

Returns

If you want to make a return, please provide us with your order number via the contact form. You will receive an email followed by our return instructions to complete your Return/ Exchange request. For more details, please review our Return Policy posted on the website before making any purchases.

We will arrange a refund after a close inspection of the piece and if it matches all the refund criteria in Return Policy. As soon as the return has been processed, you will receive a refund confirmation by email. Depending on your bank, the transaction usually takes approximately 7 business days.

Please note that made-to-order products, hygiene products (e.g. earrings), or products marked as Sale cannot be returned or exchanged.

Exchange or refund

If you want to exchange to a different size you will have to make a return and place a new order. Please provide us with your order number via the contact form. You will receive an email followed by our return instructions to complete your Return/ Exchange request. To find the right size, you can use our size guide or contact us at cs@xhe-jewellery.com

The refund for the original order will be processed as soon as the parcel has arrived at our office. The refund is made using the same payment method used at purchase. If you choose to withdraw your purchase, XHE will issue a refund of the amount including the shipping cost only if the shipment has not been shipped. If the shipment has already been sent and the customer has received a confirmation mail regarding this, XHE will only issue a refund of the amount excluding shipping cost.

If the item is returned because we have sent you the wrong item, the full amount including shipping costs will be refunded. Please note that XHE only issues a full refund if the product is in the same condition as at the time of delivery, with the tag and seal still attached. For more details, please view our Return Policy.

Warranty Claims

There is a 7-day warranty on products sold on xhe-jewellery.com. This warranty covers manufacturing faults only, not wear and tear from regular use. If an item was damaged upon receipt, you must contact us at cs@xhe-jewellery.com within 7 days after purchase. Please place the item in a sealed bag and put it back in the original box as shipped to avoid further scratches or damages.

Disclaimer

The customer is responsible for managing his/her account, which includes crucial information such as orders, personal details, payment details and passwords.

XHE may not be held responsible for:

  1. Any shortage in stocks that could occur after you have made your order. In case an item is unavailable for whatever reason, you will be contacted by email.
  2. Any technical problem that may occur on the website. The website may be interrupted for technical reasons without XHE's liability being incurred as such.
Copyright

All content and materials on xhe-jewellery.com, such as text, graphics, logos, button icons, images, and videos, are owned, controlled or licensed by XHE Jewellery and protected by Hong Kong S.A.R. and international copyright laws. Permission is granted to electronically copy and print hard copy portions of the website for the sole purpose of placing an order on the website or using it as a shopping resource. Any other use, including the reproduction, modification, distribution, transmission, republication, display or performance of the content of the website is strictly prohibited.

Effective Date: 10 January 2024