Delivery & Returns
Standard delivery is complimentary for all orders. Please allow 3 working days for Standard Delivery in Hong Kong.
To inquire about deliveries to addresses outside of Hong Kong, or to check the status of an order, please contact our Client Services Team at +852 2722 0789. Our team is available to help you from Monday to Friday from 10am to 7pm GMT+8 and Saturday 10am-2pm GMT+8.
We offer complimentary shipping to many destinations worldwide, including:
United Kingdom, Austria, Belgium, Croatia, Czech Republic, Denmark, Italy, Finland, France, Germany, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Romania, Slovakia, Sweden, Switzerland, Australia, New Zealand, China, Japan, Singapore, South Korea, Taiwan, Canada, and the United States.
*Inquire with us if your country is not included in the list above.
Refund, Returns & Exchanges
Right to Refund
At Lawrence Jewellery, your satisfaction is our priority. If, however, you are not satisfied with your purchase, or you simply change your mind, you may request a return or exchange within thirty (30) days of receipt of your item. We cannot, however, process exchanges or returns on items that have been customised, engraved, worn, used, altered or damaged.
If you wish to process a return, please submit a Return Product Authorisation (RPA) request at the bottom of this page.
All sales are deemed final if no refund is requested within the thirty (30) day period after you receive your product from us.
Please note returns are not allowed after the one allowable exchange.
Return Shipping Fees
Return shipping is not complimentary and associated costs are payable by the purchaser. We will contact you to arrange collection. Lawrence Jewellery is not responsible for any items that are not received due to shipping issues. If the item is not received, is not in the original condition, or gets damaged we reserve the right to reject your refund.
Conditions of Returns Policy
We will verify that the returned product satisfies the conditions of the Refund, Returns & Exchanges Policy and, if so, then proceed with the applicable refund, exchange, or boutique credit.
Our products must be returned in its original and unworn state, in saleable condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original Lawrence Jewellery box and delivery package, including all accessories and documents. Returned packages must show tracking detail that the item was shipped no later than 30 days after the original delivery date. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may cause processing delays and/or reduce the amount of any applicable refund or exchange accordingly.
If you have received complimentary items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we reserve the right to refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you at your own cost.
Please note: Original shipping and custom charges are non-refundable.
How We Refund the Purchaser
Only the purchaser will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a ‘Gift Recipient’) be entitled to receive a refund.
Upon receipt and if we determine the product adheres to our Conditions of Return Policy (see above), we will provide the purchaser with a refund. If the return complies with our Conditions of Return Policy, we will use commercially reasonable endeavours to refund the purchase price to the purchaser using the same means of payment as used by the purchaser for the initial transaction within fourteen (14) days after receipt of the returned item to Lawrence Jewellery’s boutique on Humphrey’s Avenue, Hong Kong.
Exchange & Boutique Credit
Purchasers returning an e-commerce product in-person or via return shipping to the Lawrence Jewellery’s boutique on Humphrey’s Avenue, Hong Kong, will be offered a refund, exchange or boutique credit, provided that the return complies with (a) Right to Refund and (b) Conditions of Return Policy above.
E-commerce product returns cannot be processed in-person.
If a Gift Recipient returns a product via return shipping or in person at Lawrence Jewellery’s boutique on Humphrey’s Avenue, Hong Kong, you may choose between an exchange or a store credit, provided that the return complies with (a) Right to Refund and (b) Conditions of Return Policy above.
Each purchase is eligible for one exchange of equal or greater value. Multiple exchanges from the original transaction are not allowed.
International Returns/ Exchanges (Outside of Hong Kong)
Please contact Lawrence Jewellery to receive a "Return Product Authorisation Number" (RPA#) prior to shipping in jewellery for a return and/or exchange. Domestic (Hong Kong) members are responsible for all shipments when sending in jewellery for return and/or exchange, and shipping and handling for Lawrence Jewellery to ship it back when the exchange is complete.
International members (outside of Hong Kong) are responsible for shipping to and from and must contact Lawrence Jewellery for prepaid FedEx shipping labels.
Custom Orders & Discounted Orders
Custom-made jewellery* cannot be cancelled and are ineligible for return or exchange due to the personalised nature of the item(s).
Special post-production jewellery service requests including, sizing, repairing, cutting, enamelling, modifying, soldering, re-setting, etc. are also ineligible for a return or exchange.
Orders with special engraving requests cannot be cancelled and are ineligible for a return or exchange due to the personalised nature of the item(s).
Discounted orders are final and cannot be returned and/or exchanged.
Accepted cancellations on orders after work has already begun are treated like a return.
*A custom-made jewellery order is defined as any jewellery design made ‘a la carte’ and/or designs that deviate from the exact available options on lawrencejewelleryco.com as per the clients' request.
(a) 7 Business Days for inspection, validation and verification of item(s) received for return or exchange.
(b) After inspection approval, 10 to 15 Business Days to process any refunds within the scope of the policy stated above.
(c) After inspection approval, exchanges are subject to the normal processing times of the specific exchanged item and begins after any required payment(s) are collected.
RETURN PRODUCT AUTHORISATION FORM
For returns and/or exchanges, please fill out a RPA Request Form to get a RPA# (Return Product Authorisation Number). Please ensure that the RPA# is printed on the outside of your return package as shipments without an authorised RPA# will be considered ineligible for a refund or exchange.
DISCLAIMER: Please read the full policy before filling out the form.