Customer Service

Buying is Giving
Quality Assurance Quarantee
30-Day Return Policy
Shipping Information
Payment Method and Currency
Packaging
Gift Message
Tailor-made Designs and Bridal Jewellery

Buying is Giving

We are sincerely thankful for every purchase you make. Not only does it mean that our work is appreciated, it also means that we have more to donate. At least 10% from the proceeds of each purchase will be donated to animal welfare or environmental protection groups. For those displayed under Charity Focus section, the donation will be up to 50% from the proceeds. The donation amount from your purchase will be stated on the invoice.

Quality Assurance Guarantee

We will gladly repair any items for free that are damaged within two years from the purchase date due to manufacturing defects. For damaged items outside of manufacturing defects, if the damage is incurable and requires the use of additional material, the customer will be required to pay for the new material needed for the repair. We will notify the customer through email regarding the cost and will only proceed with the repair after receipt of the customer’s approval. We hope you will appreciate our use of genuine semi-precious stone. Since they are all natural, there are inevitable differences between each piece, and hence your jewellery may look slightly different than the picture on your screen. All images are for reference only as Pause Jewellery uses natural materials, which may differ in colour due to naturally occurring reasons along with the difference in display outputs. Should you have any concern or questions, please contact us at info@pause-jewellery.com.

30-Day Return Policy

For every piece we send out, we apply a thorough quality check to ensure the piece is in the best condition when received by our customer. If you are not satisfied with our product, you can return the jewellery within 30 days of purchase with original packaging and invoice. Please note that returned products must be intact. When making returns, please contact us to receive the necessary shipment and documentation instructions. Include your contact information and sales invoice in addition to the above mentioned instructions. Return the jewellery with adequate padding to protect it during shipping. Please note that we cannot be responsible for returns that are lost in the mail. We will process your return within 2 weeks and will notify you by email once we have shipped your item. Shipping cost will be billed to the customer.

Shipping Information

Pause Jewellery ships all orders via Hong Kong Post which includes its Regular Mail Service, Registered Mail Service and Speedpost Service (Speedpost Service is applied to overseas orders only). General order process and delivery time is 1-2 weeks for local Hong Kong orders and 2 - 3 weeks for outside Hong Kong orders. Delay may occur if the parcel is held by customs for inspection. All orders include basic insurance provided free of charge by Pause Jewellery. Once your order has been shipped, you will receive an email with your package tracking information. You are able to check the shipping rate on the check out page of your product.

International shipments:
The purchaser or receiver is responsible for any import and/or custom fees, and taxes of the destination country.

Payment Method and Currency

We accept payment by credit card through Paypal. We also accept bank deposit and transfers from Hong Kong residents. Bank information details can be seen on the product checkout page. All pricing on our website is in Hong Kong Dollars. We use the conversion rate of USD1 to HKD7.75

Packaging and Gifts

As our mission is to preserve Nature, we try to minimize the packaging as much as possible and we encourage you to recycle and re-use our packaging material. Generally, each piece of our jewelry comes packaged in a cloth bag with our company paper tag attached which you can write your gift message. We may offer a gift box for specific items but only if necessary for shipping purpose.

Personal Gift Messages

If you would like us to enclose a personalized note from you to your gift recipient, please type your message in the "Message on complimentary gift card" during the checkout process. We will enclose a beautiful gift card bearing your message with the shipment. All orders shipped to gift recipients and not the purchasers are accompanied by a packing slip which displays the order contents but not the price or order total. Currently our website can only process one shipping address per order. If you would like to send several gifts to different recipients, please complete a separate order transaction for each shipping address, or you can email us for further arrangement.

Tailor-made Designs and Bridal Jewellery

We understand how special it can be if you have a one of a kind jewellery piece. We offer tailor-made services and will work with you to create a piece that satisfies you the most. Tailor-made jewellery will definitely add color to your wedding day. Not only will it be unique, it will also have your personal style while staying within your budget. We will be delighted to design jewellery pieces for brides, bridesmaids, flower girls, mothers, and grandmothers in a wide range of styles. Kindly send us email if you are interested. As tailor-made jewellery takes longer time for production, it is necessary to contact us at least one month ahead.