FAQ

Orders

How long does it take to receive my order?

Each piece of jewellery is made to order and takes about 14-21 days to produce (longer during peak periods).

Once shipped, please expect to receive your order within: 

  • local shipping, within 2 to 3 working days
  • international shipping, within 7 to 14 working days

Can I cancel or change an order?

Once an order has been placed, it cannot be cancelled.  To change an order, please contact us at cs@etuijewellery.com within 24 hours of placing the order. We will do our best to process your request.

Do you take custom orders?

Yes. If you would like to make a custom order, for example, add additional letters to your necklace or order a longer chain length for necklaces or bracelets, please contact cs@etuijewellery.com for more information.

SHIPPING

Which countries do you ship to?

We currently offer free shipping within Hong Kong SAR for orders over HKD900. 

We also ship internationally to the following countries: 

Asia (free shipping on orders over HKD1,500)

  • Indonesia
  • Japan
  • Macao SAR
  • Malaysia
  • Mainland China
  • Singapore
  • South Korea
  • Taiwan
  • Vietnam

Outside of Asia Zone 1 (free shipping on orders over HKD3,000)

  • Australia
  • New Zealand
  • United States of America

Outside of Asia Zone 2 ($250 on orders of HKD3,000 and under and $100 on orders over HKD3,000)

  • Canada
  • United Kingdom

Are there any duties, custom taxes and other charges for international orders?

Please note that any international orders may be subject to additional charges (ie. custom brokerage fees) upon importation clearance at the country of destination. The receiver will usually be notified by the relevant shipping carrier of these charges at the standard rate for importing goods. 

All our prices are displayed free of any duties and taxes. As Étui ships all orders from Hong Kong, international customers are responsible for paying their respective local duties and taxes.

As customs policies and import duties vary between different countries, international customers should contact your local customs office for the current duties and custom tax charges. 

If any parcel is returned to Étui due to unpaid customer charges, any postal charges, return shipping fee, customs charges and handling fees will be deducted for any refund payable. 

Please note that we are unable to undervalue orders or mark them as a gift. 

How much is shipping?

All shipping rates are calculated upon checkout. Please refer to our Shipping Policy.

Do you offer express shipping?

While we do not have express shipping as a standard option, if you require your product to be delivered faster, please reach out to our customer service team directly. We will do our utmost to make special arrangements to ensure you receive your order in a timely manner. 

JEWELLERY

What is your jewellery made of?

Our pieces are made of 18K solid gold and natural diamonds.

Why do you use 18K solid gold instead of 14K?

Although 14K gold is more affordable and provides a nice gold appearance, we wanted to take the extra step and create pieces that would last not only one, but a few lifetimes. This could only be achieved with 18K gold. 

18K gold has the following characteristics:

  • High gold content: It has a pure gold content of 75% as compared to only 58.5% in 14K gold. The higher gold content gives our pieces a richer, more vibrant gold colour. 
  • Durable: The higher gold content makes our pieces more durable and resistant to scratches, dents and general wear and tear as compared to 14K gold. 
  • Valuable: 18K gold generally holds its value better over time.
  • Hypoallergenic: It is hypoallergenic due to the lower alloy content in 18K gold. This means that our pieces are less likely to cause skin irritation or allergic reactions, especially for those with metal sensitivities.

How do I care for my jewellery pieces?

All of our pieces are made with 18k gold and natural diamonds. This means that they are more durable and are water and sweat proof!

We have personally tested our products and have worn them frequently in the gym and in the shower.

Clean with a gentle dish soap, warm water and wipe dry with a soft cloth.

Avoid heat, cosmetics with harsh ingredients, extreme temperatures, and harsh chemicals.

Do not wear your jewellery when swimming, in hot springs and saunas or during activities where there is risk of pulling or tugging.

Store your jewellery individually to avoid scratching with other pieces.

Please stop wearing the product in case of any abnormal symptoms on the skin. 

Are there any concerns with rose gold jewellery?

Rose gold may be tarnished and become darker due to its copper content. This is a natural phenomenon and is not a product defect nor related to the gold content.

DAMAGE & REPAIRS

What if I need to repair my items?

All our products go through careful and detailed inspection for quality assurance, but if the item is defective please contact us within 7 days starting from the day your order was delivered.  We will cover the cost of repair and return shipping. After 7 days, cost of repair will not be covered. The original shipping will not be refunded. 

Defects include loose stones and casting defects. 

Repairs for damages due to wear and tear will not be covered.  We can provide repair services within 7 days starting from the day your order was delivered.  Repairs and shipping costs will be covered by the customer. 

Damages include crushing, rough handling of the clasp, snapping of the chain, burn marks, stains, discoloration and scratches not present at the time the item was shipped.