Frequently Asked Questions
General
What metal do you use in your jewelry?
To ensure quality and durability, we only use 18k solid gold and platinum.
What gemstones do you use in your jewelry?
We use natural diamonds and gemstones only. No lab-grown and synthetic stones.
Change of Size
Do you offer free resizing service for rings?
Patrea Jewelry provides complimentary resizing service once per item. In case of any size change for rings, please email us at info@patreajewelry.com or whatsapp at +852 55970717.
Engraving
What is the processing time for engraved pieces?
Engraving takes 3-5 business days for your order to fully process before shipping. If your order contains engravable pieces and non-engravable pieces, the entire order will process and ship together.
Are my engraved items eligible for return?
Engraved items are FINAL sale and are not eligible to be returned. Before submitting your order, please check that all information entered is accurate on your engraved piece.
Can I modify or cancel my order?
Orders cannot be modified or altered in any way once submitted. Once an order is submitted it is final sale. Before submitting your order, please check that all information entered is accurate on your engraved piece.
It is possible that we may be able to cancel your SAME-DAY order if needed. Please contact us at info@patreajewelry.com or whatsapp +852 55970717 as soon as possible to determine if your order is eligible to be canceled.
Ordering
What payment methods do you accept?
Patrea Jewelry accepts major credit cards including Visa and MasterCard. Shop Pay, Paypal, and Google Pay are supported for faster checkout. We also support local bank transfer, PayMe and FPS.
Do you accept Consumption Voucher?
Patrea Jewelry accepts Alipay, BOCpay, Tap & Go, PayMe and WeChat Pay.
Can I modify or cancel my order?
Changes to orders cannot be made once an order has been submitted. It is possible that we may be able to cancel your SAME-DAY order if needed. Please email info@patreajewelry.com or whatsapp us at +852 55970717 as soon as possible to determine if your order is eligible to be canceled. Once cancelled, the pre-authorized hold will typically drop off within a few business days. Time may vary between financial institutions.
Can I ship to multiple addresses in one order?
At this time, we cannot ship to multiple addresses in one order. Please place separate orders to ship to different addresses. If you need assistance, please send us an email or whatsapp us.
When will my order process?
We provide same-day shipping for standard local orders. For overseas orders, it takes 2-3 business days to process before they are shipped from our facility. However, as a result of enhanced precautionary measures due to COVID-19, shipping and transit times may be delayed. We will notify customers by email when the order is on the way.
If your order contains a customized item or personalized engraved item, longer processing time may be required. Please allow extra 2-3 days for personalized engraved item. For customized item, it takes up to 3-4 weeks to finish.
Can I apply a promo code to an order after I placed?
Unfortunately, we cannot retroactively make any changes, including any promo codes to your order. Promo codes must be entered during checkout to enjoy the discount. Patrea Jewelry shall not be held accountable if customer fail to enter the code in any reasons.
Are there any items excluded from promotion codes?
Promotion codes cannot be used on customized items. Please refer to the promotion disclaimer for any specifics regarding additional exclusions.
Can I change the address on my order once it has shipped?
Once your order has completed processing and is assigned a tracking number, we are unable to make any changes to an address. For further assistance, you may be able to contact the carrier directly.
Shipping
What shipping methods are offered and how long it takes to receive the parcel?
We send local parcels via SF Express. Usually it takes 1 or 2 days to have the parcel arrived.
For overseas orders, please contact us before placing an order if you are outside Hong Kong, Macau, and Taiwan. Due to COVID-19, carriers are experiencing extended service delays which could exceed delivery beyond normal shipping time. Please note there is no guarantee and no reimbursement on shipping fees due to carrier delays.
Do you offer Saturday and Sunday delivery?
Yes, we send items at the weekend. Due to labor supply, however, we might not ship on important holidays such as Christmas and Lunar New year.
Returns
What is your return policy?
We do not accept returns. All sales are final. By placing an online order with Patrea Jewelry, customers acknowledge and agree with our Refund, Privacy, Terms & Conditions, and Shipping Policy. We check the condition of items before leaving our warehouse. Please inspect your order upon reception and contact us at info@patreajewelry.com immediately if the item is defective, damaged or if you receive the wrong item. We will evaluate the issue and contact you as soon as possible.
What is your exchange policy?
We have a 7-day exchange policy for ready-made items, which means you have 7 days after receiving your item to request an exchange.
Products must be returned in the same condition that you received it, unworn or unused, with tags, and in its original box and packaging, with the receipt or proof of purchase. We will not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way.
Patrea Jewelry will verify that the returned product satisfies the conditions of the exchange policy and, if so, then proceed with the applicable exchange.
To make an exchange, you can contact us at info@patreajewelry.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Our exchange policy is not applicable to any customized items and earrings.
Warranty
What is your warranty policy?
Patrea Jewelry offers a one (1)-year limited warranty from the date of purchase for any manufacturing and material defects for our products. Products purchased from a clearance sale carry a limited sixty (60)-day warranty.
In accordance with the provisions of this warranty policy, we will cover the labor cost for broken chain or product issue. We do not cover any material cost such as diamond, gemstone or gold.
Accidental damage, tarnishing and ordinary wear and tear are not included in this warranty. Any modifications and attempted repair or failure to follow our care instructions after purchase will void this warranty. Loss or theft are not covered.
All warranty-related returns must be authorized before being sent back for consideration. Patrea Jewelry will not be responsible for lost or returned packages. Any warranty related returns received without our authorization will be subject to return to the sender.