Shipping & Returns
SECURE PAYMENT & PAYMENT METHODS
All payments are secure* and all information you submit on our site is kept private. We accept payments through Paypal and bank transfer. For our customers from China we also accept Alipay.
All direct payment gateways adhere to the standards set by and managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
Please email us the item you wish to purchase at email@example.com and our team will provide you with our bank information and further instructions. Once you have completed the transfer we will wait for confirmation from the bank that we have received the payment. Once we receive confirmation your order will be on its way.
Orders may be placed online or with our sales representative once we received your payment. In stock items will ship within 1-2 business days after purchase.
Bespoke, made-to-order and out of stock items will take around 3-6 weeks unless otherwise specified. We will email you tracking information when your order has been sent! If your order is a rush, please email firstname.lastname@example.org and we will do our best to prioritize your order.
All shipping fees within Hong Kong are complementary. In-office viewing and pick up is also welcomed. Central/Kowloon pickup can also be arranged.
Avia Diamonds offer free standard international delivery on orders above US$1000.
International shipping fee is calculated at checkout. In certain cases, it can be waived. Please check with our team in the chat box or email us at email@example.com to check the shipping fee of your country.
For our fine jewellery and diamonds which require insured shipping, we ship through Brinks, Malka Amit or FedEx. You will receive a tracking number for your package so that you can keep track of its progress. Please allow us 1-5 days for the handling of your item. You will receive your item within 14 business days of your order (not including custom orders).
We can only send orders to a home or work address, but we can not send to PO boxes. Packages must be signed upon arrival. In-office pick up can be arranged. Email us to set up a pick up at our most convenient location.
AVIA DIAMONDS is not responsible for the payment of any duties, taxes or other fees associated with international shipments. AVIA DIAMONDS is not liable for lost shipments when tracking dictates it has been delivered. AVIA DIAMONDS is not responsible for the delayed delivery of packages due to the customer not being available for signature upon arrival, or due to any unforeseen weather or technical issue within the shipping company.
CUSTOM & TAXES
Please note we do not pay any customs, VAT, duties or surcharges incurred by the item upon arrival in your country. We highly recommend that you check the customs and VAT policies in your area before you complete your order, such that there are no unpleasant surprises when your package arrives.
RETURNS & EXCHANGES
Given that most items are made-to-order, we do not accept returns or exchanges. ALL SALES ARE FINAL.
Nonetheless we pride ourselves on customer service and satisfaction, and will do our best to make alterations.
We stand behind the quality of our products that all are free from manufacturing defects. Should you believe your item has a manufacturing defect, please contact us firstname.lastname@example.org within the first 7 days of receipt of purchase, you may return it to us for inspection. If we determine your product is damaged due to a manufacturing defect, we will repair the product or, if we deem appropriate, replace the item.
Please note that slight irregularities and variations in craftsmanship or natural characteristics, or internal inclusions, visible or otherwise, in coloured gemstones are unique and individual to each item. These characteristics are considered as part of the character of the item, and should not be considered a defect.
- Due to the variations in size, all rings ordered online are considered special orders and are subject to a 15% restocking fee if an exchange is requested or if you request to cancel a ring that is still in production.
- Eternity rings cannot be resized. Please ensure you provide us with the accurate ring size.
- Engraved or embossed products, custom, and personalized products (including initials, lettering and custom sizes) are FINAL SALE and cannot be exchanged or returned for store credit.
- Any variation in size, color or customization that is not available for “as-is” purchase on our website is considered a custom order and is FINAL SALE.
- Gift Card purchases cannot be refunded.
If your purchase becomes faulty at a later date, please email us for review, including your order number and purchase date, a detailed description of the damage, and photos.
AVIA DIAMONDS reserves the right to refuse any exchange or repair if the items appear to be repaired elsewhere. AVIA DIAMONDS is not liable for lost shipments.
All rights reserved to Avia Diamonds.