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Frequently Asked Questions

We have covered our most frequently asked questions below, however you can also use our live chat feature for any additional help.

  • How do I order on
    Shopping on is simple and secure. Once you have selected the item you would like to purchase, click on the ‘My Selection’ button to place it in your shopping bag. Follow the instructions during the checkout process to complete your order. At the end of the checkout process, you will be asked for your payment information, after which your order will be confirmed. You may also order Lawrence Jewellery products over the phone, by calling at +852 2722 0789 or +852 2722 0884, or by email at For all other contact methods, visit our Client Care page. Our team is available to help you from Monday to Friday from 10am to 7pm GMT+8 and Saturday 10am-2pm GMT+8. Closed on Public Holidays.
  • Is it safe to order on
    Yes, it is safe to order on We use industry-standard encryption technologies when transferring and receiving client data exchanged with our site server. At Lawrence Jewellery we always respect your privacy, and we will only disclose your personal information as described in our Privacy Policy.
  • Are all Lawrence Jewellery products available for purchase online?
    No. A wider selection of Lawrence Jewellery products are available at our boutique. If you wish to purchase a product that is not shown on our website, please contact our Client Care team.
  • Are prices on subject to change?
    We reserve the right to change prices and delivery costs at any time without prior notice. The price listed on the day of purchase is what you can expect to be charged. We check product and delivery costs regularly to ensure they are correct at the time the information is being entered into our system or communicated to you. However, despite frequent checking, it is always possible that products or delivery costs may be incorrectly priced. If a product or delivery cost is incorrectly priced in your order, we will contact you as soon as possible to flag this error. Should the contact details you provided during the order process be incorrect and we are unable to contact you, we will automatically cancel your order and send you written notification. If our system accepts and processes your order where a pricing or delivery cost error occurs, we reserve the right to cancel the supply of the product and refund you any sums paid. If, in between placing your order and sending you email confirmation of your order or shipment, there is a change to any applicable laws, the taxes associated with your order may change. Should this change be an increase, we will contact you and request that you reconfirm your order.
  • What payment methods does accept?
    Lawrence Jewellery currently accepts the payment methods below: Visa American Express Mastercard Cash For more information on payment methods, please contact our team on +852 2722 0789 or +852 2722 0884 or please use the online chat function. For all other contact methods, visit our Client Care page.
  • Can I use two different credit cards for a single order, or can I use two different payment methods for the same order?"
    Unfortunately, we currently only accept one payment method per order. We recommend that you make a separate order per purchase if you wish to order multiple items with different payment methods.
  • Am I able to change my payment or delivery method after I have submitted my online purchase?
    No. Unfortunately, once your order has been completed, it is not possible to change the payment or delivery method.
  • Will I be charged import tax on my Lawrence Jewellery purchase?
    If you are purchasing goods for delivery to an international address, we deduct Hong Kong VAT (where applicable) from the product price and you are responsible for any relevant taxes, customs and duties on the order, in accordance with the relevant country’s import laws.
  • How will I receive a receipt for my Lawrence Jewellery order?
    Your order confirmation, delivery notification and invoice will be sent via email, to the address provided during checkout.
  • Can I include a personalised gift message with my order?
    Yes. Once you have placed your order, please send an email to stating your preferred gift message. We recommend adding your name to the gift message as the package will include no additional information that identifies you as the giver. Your customised message will arrive with your gift package.
  • How will my jewellery purchase be packaged?
    All purchases arrive in a signature Lawrence Jewellery box and delivered in a discreet non-branded outer packaging. Fragile items are wrapped in bubble wrap and securely vacuum sealed. Complimentary gift-wrapping is available on request – please contact our team on +852 2722 0789 or use the online chat function after placing your order. For all other contact methods, visit our Client Care page.
  • Can I get at item personalised?
    Personalisation is available on certain creations. We offer engraving for our jewellery. Should you have any special requests, please Contact Us. If you wish to have your Lawrence Jewellery creation engraved, please enter the text when selecting the creation on the website. This service is also available when placing an order through the Client Care Team. Please note that personalised creations cannot be returned or exchanged.
  • How do I know my size?
    For rings or bracelets, please consult our size guide
  • How can I make returns on
    To return a Lawrence Jewellery product purchased on our website, simply complete our Return Product Authorisation (RPA) Request Form within 30 days of receiving your item. When we have received your request, we will provide you with instructions on how to return the product to us. For more information on returning an item, please see our dedicated Returns & Exchange Policy.
  • How do I track my online order?
    To track your online or phone order, you can call us on +852 2722 0789 or +852 2722 0884. Or drop us an email Our team is available Monday to Friday from 10am to 7pm GMT+8 and Saturday 10am-2pm GMT+8. Closed on Sundays and Public Holidays.
  • Can I return a personalised item?
    Personalised items are made to order and cannot be returned or exchanged.
  • How long does it take for a refund to be issued?
    All items returned must pass a mandatory Quality Control examination, and you will be notified of the examination results. It may take up to 15 Business Days before the refund is credited back to your original payment method.
  • How does our in-boutique service work?
    The Lawrence Jewellery collect in-boutique service allows you to make a purchase online and collect at our boutique location. Order before 1pm in order to collect from 3pm on the same day, subject to boutique opening hours. All items on are eligible for in-boutique collection. Please be advised that only the person who placed the order is authorised to collect the item.
  • How do I place an order on to pickup in-boutique?
    Click on ‘Collect in Boutique’ as the delivery option during the checkout process.
  • How will I know when my item is ready to be collected?
    You will receive first an order confirmation, and then a collect in-boutique notification email when your item is ready to be collected.
  • Can someone collect on my behalf?
    Yes, provided the person collecting on your behalf brings a copy of your in-boutique collection notification email along with their own valid form of identification during pick-up.
  • What should I bring to the boutique when I pick up an item I purchased?
    Please make sure you have: 1. A copy of your in-boutique pickup notification email. 2. A valid form of identification.* If you send someone else, or a courier service, to pick up the item on your behalf, please ensure that they have a copy of your in-boutique pickup notification email along with their own valid form of identification. Valid forms of identification include: - Passport - Government-issued driver's license - Government-issued national/state/province identity card
  • Will VAT be charged on items picked up?
    Yes, VAT is included in the retail price.
  • How do I care for my Lawrence Jewellery purchase?
    For instructions on how to care for your Lawrence Jewellery purchase, please visit our Product Care page.
  • How can I get a Lawrence Jewellery item repaired?
    Our craftspeople are experienced in all aspects of jewellery care. To request a repair, please contact our Client Care team.
  • How can I schedule a consultation with a Lawrence Jewellery Gemstone Expert?
    We offer a variety of ways to get in touch with a Gemstone Expert, including online chat, by phone and in-store consultations. Please contact our team at email for more details.
  • What are Lawrence Jewellery boutique’s opening hours?
    Monday to Friday from 10am to 7pm GMT+8 Saturday 10am-2pm GMT+8 Closed on Sundays and Public Holidays
  • Covid-19 and online orders
    During this time, you may continue to order online or call us at +852 2722 0789 to place an order with a Lawrence Jewellery Ambassador. We are continuing to offer complimentary delivery; however, due to delivery challenges in some areas, your order may be delayed by a few days. We are continuing to offer a complimentary exchange or return for your order within 30 days after delivery. Due to the higher volume of orders, the processing of your exchange or return may also experience a delay.
  • How soon can I pick up my order in-boutique?
    Local clients can shop in-boutique, book a virtual appointment, or place an order with Lawrence Jewellery via phone. Our team will confirm product availability, process payment, and provide confirmation once items are ready for pick-up.
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