Question 1

How Can I Contact The KKLUE Team?

Accepted Answer

How Can I Contact The KKLUE Team? KKLUE Support Team will respond to you in English or Chinese within 24 hours, from Monday to Friday, 11 AM to 6 PM HKT. The response time might be longer during weekends and holidays. Please contact us at hello@kklue.com   A quicker response can be: Instagram：@kklue_jewelry The little red book @KKLUE中国香港店 or @KKLUE轻珠宝 Whatsapp: +852 68463784 (Hong Kong Store)

Question 2

Can I Update Or Cancel My Order Once I Have Placed It?

Accepted Answer

As long as your item is in stock our team will start to prepare your order immediately and you will only have a limited window to amend or cancel your order. Please contact us via hello@kklue.com with the title 'Cancel Order - Order No.', our team will assist you about the order cancellation. We will confirm if your request has been successful straight away.

Question 3

How Do I Use A Promotion Or Offer Code?

Accepted Answer

How Do I Use A Promotion Or Offer Code? If you have one of our Promotional or Offer Codes, just add the code to the Offer Codes & Gift Cards box on the Shopping Bag page and click APPLY CODE.   The following conditions apply: &bull; Only one code can be used per transaction. &bull; Codes can only be applied to full price pieces (promotions are not available on sale pieces). &bull; Codes are non-transferrable and no cash alternative is available. &bull; Orders must be made prior to 23:59 HKT on the closing date, if specified. &bull; All offers are subject to stock availability. &bull; Offers are subject to change at any time. &bull; All other KKLUE Terms and Conditions apply. &bull; Offer codes cannot be used to purchase gift vouchers.

Question 4

Can I Gift Wrap My Order?

Accepted Answer

Of course! We are delighted to offer free wrapping service with our beautiful packaging. Just drop us an email in Hello@kklue.com with the title 'Gift - Order no.' The order will be placed in a signature KKLUE jewellery box and wrapped in ribbon and tissue. Inside we will include a complimentary polishing cloth; jewellery pouch and a blank gift card for you to write your own message. Or If you would like to include a gift message in your parcel please send us the GIFT MESSAGE. Your message will be written on branded KKLUE gift card. Please note: Paper invoice will not be included in the parcel. (if needed, please let us know in the email)

Question 5

Price Match Policy

Accepted Answer

We always want our customers to love their new piece, but to also love the price they paid! If you purchase a piece and the price is reduced within your returns period (10 days) we will send you a gift voucher for the difference*, no questions asked. Send us an email to Hello@kklue.com and title 'Price Match - Order no.' to start your request! *the price difference is calculated based on the current selling price on the date your request is received

Question 6

What Payment Methods Can I Use?

Accepted Answer

METHODS OF PAYMENT We accept the following cards for payment of purchases made online:   [Visa/ Master / AMEX/ UnionPay]   Payment will be taken from your credit or debit card as soon as you have placed your order. We take fraud very seriously, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.   We do accept Paypal as a method of payment. If you select this option in the checkout, you will be redirected to your chosen payment methods payment page where you can either create an account or login to an existing account and arrange payment of your order. Once this is completed you will be redirected back to kklue.com KKLUE online gift vouchers are also accepted as a method of payment.   CURRENCIES We set all our price in HKD, the system will automatically adjust the display currency to you according the daily rate of the conversion.

Question 7

Our 2-Year Warranty Scheme

Accepted Answer

Every hand-crafted KKLUE piece comes with our 2-Year Warranty. Whether you have accidentally scratched a pendant charm or want your ring resized or replated, we will repair your jewellery with a valid proof of purchase. (please note for some items resize; missing precious stone such as diamond, seawater pearl, might include some material charge. Please contact us in hello@kklue.com with title 'Repair - Order no.')   After 2 years or if you cannot find your proof of purchase, you can take advantage of our Lifetime Repair Service. (The 2 Year Warranty and Lifetime repair service are not applicable for any items purchased during one of our Sample Sale events).

Question 8

What is 18 karat gold

Accepted Answer

Whilst 18 karat gold is made of 75% gold parts and 25% alloys. These alloys can be a range of other metals, including silver, copper, and nickel. Each karat has its own benefits and uses, with the lower karats being more durable than pure gold itself.

Question 9

What Can 18 Karat Gold Be Used For?

Accepted Answer

High quality gold jewellery is often crafted from 18 karat gold, due to its high level of purity. This can include everything from gold rings to gold necklaces. The high precious metal content in 18 karat gold also means it is more hypoallergenic than lower karat types and so is unlikely to cause irritation to the skin. A lot of jewelers mark their 18 karat pieces with a small stamp that denotes '18k' or '18kt,' making it easily identifiable.

Question 10

What is 14 karat gold？

Accepted Answer

The lower the karat the lower the gold content, and with this comes more differences. Although more durable, the lower the gold content the more you lose that classic yellow gold color. 14 karat gold for instance, offers a paler tone than its 18 karat gold counterpart. 14 karat gold is roughly 58% pure gold and 42% other metals. The other metals contributing to 14kt gold can consist of nickel, copper, zinc, and silver. This can make way for beautiful finishes such as white gold, that is almost silver in tone.

Question 11

The Different Colors of Gold

Accepted Answer

Whilst yellow is often the first color that comes to mind when we picture gold, there are a number of shades that 18 karat gold can take. The shade is completely dependent on the constitution of metal alloys that make up the 25%. For instance, 18 karat rose gold jewelry will have a higher amount of copper in than of other metals - giving the gold that rosy glow. Whilst the 25% of white gold jewelry will be made largely of silver or platinum.   KKLUE designated our yellow karat gold with a slightly less tone in yellow compare to the traditional one to make our design more stylish and suitable to shine on skin

Question 12

Is All Gold/ Silver Hypoallergenic?

Accepted Answer

Pure gold or silver is entirely hypoallergenic, however is often too soft to use in jewellery. For the most part sterling silver uses copper as its alloy; karat gold use silver and copper as its alloy, as copper itself is also a hypoallergenic metal. With both metals combining, karat gold and sterling silver is hypoallergenic too making it perfect for jewellery to worn.

Question 13

What Is Recycle Sterling Silver

Accepted Answer

Recycled sterling silver is silver that has been previously used. This could be in silver jewellery or even technology such as cameras or phones. The silver is then repurposed, usually melted back down and recast to create new products!   Despite its environmental benefits, only 18% of the world's silver is recycled! Traditionally silver was mined, and this process is still used to acquire new metal from the Earth. However, this process releases lots of carbon dioxide (CO2) and can be damaging to the planet. By utilising recycled silver, these CO2 emissions can be dramatically reduced.

Question 14

Is Recycle Silver Remain Its Quality?

Accepted Answer

Sterling silver is often referred to as 925 silver, due to it being 92.5% pure silver and 7.5% other alloys. Recycled silver does not lose any of its original quality, still being classed as sterling. When crafting silver earrings and silver rings, this cool toned metal is a fabulous option as the added alloy gives the metal a durable quality.

Question 15

5 Benefits of Recycled Silver

Accepted Answer

There are many environmental benefits of recycled silver as well as advantages to using it in jewellery.   Durable - recycled sterling silver maintains its durability, making it a brilliant metal for your everyday jewellery, such as bracelets.   Reduce CO2 Emissions - without having to mine for new silver, CO2 emissions can be reduced a lot.   Protect Physical Environment - silver mining impacts the earth where it is sourced. This can lead to erosion, as well as the destruction of natural habitats which wildlife relies on. Recycling silver means this does not need to happen.   Reduce Waste - recycling silver from not only jewellery but electronics as well can help to reduce the amount of waste that ends up in landfill.   High Quality - even though reused, recycled silver retains its high quality. Giving that classic illustrious sparkle that characterises the metal.

Question 16

925 Silver Gold Vermeil

Accepted Answer

Our gold vermeil layers 18k gold at least 2.5 microns thick onto 925 sterling silver. That's thicker than average gold plating and more durable.

Question 17

Nickel

Accepted Answer

Nickel is a trace metal which can be found in any precious metals such as silver or gold, it is also classified as an allergen.   We do not add Nickel to KKLUE jewellery, however trace amounts can be found in some of the metals used in our pieces. We have a comprehensive programme to test for all trace metals which are potentially harmful. This is conducted by an independent laboratory to ensure they are below the legal standard, however, a very small number of people who are hypersensitive may suffer a reaction.   Please inform our Customer Care team if this affects you.

Question 18

What Causes Jewellery to Tarnish?

Accepted Answer

Tarnished jewellery is the result of a reaction caused between the surface of the jewellery and the outside world. Soaps, bleaches, and water itself can all contribute to jewellery becoming tarnished over time. Much of our jewellery is made using 18kt gold, so it is not affected from tarnishing. The silver and gold vermeil jewellery, providing a thicker layer of gold or a protection layer plating of silver that help the jewellery won't wear away as quickly as pieces that are gold-plated or gold-filled.

Question 19

Can You Wear Gold Vermeil in the Shower?

Accepted Answer

Whilst gold vermeil pieces are a must-have in any great jewellery box, it's important to remember to take them off when taking a shower or bath. Long term water exposure can make the layer of gold on your chain bracelets and stacking rings wear away. This leaves a discolored, less shiny finish when compared with its original luster. However, with its outer layer of gold being thicker than that of gold plated jewellery, gold vermeil will fare better against the shower than the latter. Use a dry cloth to gently wipe and care for your gold jewellery every so often, to maintain that high shine.

Question 20

Can You Wear 18kt Gold in the Shower?

Accepted Answer

Solid gold jewellery, such as that of our 18kt Gold Jewellery, is much more resistant to the dulling effects shower water can have on other metal types. Providing that your pieces don't feature stones like semi precious or precious stone like diamond, 18kt gold is suitable to wear infrequently in the shower.   Gold plated jewellery consists of an alloy with a thin layer of gold on top, when this layer wears away the jewellery can be left permanently damaged. Even gold vermeil, with its base of sterling silver, is best left out of water, which can tarnish the enveloping layer of gold. It's ultimately best to keep all of your jewellery dry if possible. However, if necessary, solid gold is the best type for wearing in the shower or bath. This is because it is the only type that doesn't have an outer layer that is made from a different metal to its base.

Question 21

Can You Wear Sterling Silver in the Shower?

Accepted Answer

Sterling silver jewellery can oxidize in water, meaning it's best to leave those silver hoop earrings and friendship bracelets away from your daily wash. Silver can gradually tarnish under the effects of water.   Tarnished jewellery is formed when certain pieces come into regular contact with water and chemicals, leaving a dull finish where a once high shine used to be. Taking care of your silver jewellery properly, and keeping it away from water as much as possible, will prevent this and help you maintain that dazzling finish you first fell in love with.

Question 22

Can You Shower with Gemstone Jewellery?

Accepted Answer

A build up of soap around the semi-precious gems adorning your favorite pieces can cause discoloration and even for the stone to come away altogether. Softer stones like pearls can be damaged when worn in the shower. Similarly, when exposed to chemicals, oils and substances often used in a bath or shower, diamonds can lose their sparkle and appear more dull. It's also much easier for these oils to remain trapped between stones in beaded necklaces and beaded bracelets, meaning that the damage can continue taking place long after you step out of the shower.

Question 23

How Often Should You Clean Sterling Silver Jewellery?

Accepted Answer

Your everyday pieces of sterling silver jewellery won't tarnish too quickly. This is partly because of the properties of sterling silver. As a metal, it doesn't react with other chemicals easily, so it should stay looking clean for a long time.   The sterling silver pieces that sit in your personalised accessory box unworn for a while are more likely to become tarnished jewellery. Whether these are your silver earrings for a special occasion, or an everyday silver chain you never take off.   Your everyday items that get a lot of wear, like dainty silver rings and classic silver necklaces, will need cleaning less often due to the frequent wear keeping them buffed.   Your special occasion designs or bold bracelets will need polishing more frequently because they don't get as much friction.

Question 24

The Best Way To Clean Silver Necklace

Accepted Answer

Here's how to clean this silver design with ease:   - Place your silver necklaces in your baking powder and warm water solution. - Leave to sit for a few minutes before rinsing with clean water. - Dry your necklaces with a clean, soft cloth.

Question 25

How To Keep Silver Bracelets Sparkling

Accepted Answer

Charm bracelets and other designs can be intricate and in need of a clean from time to time.   Here's our top tips to clean a sterling silver bracelet: - Either follow the same method as to clean your silver necklaces. - Or create a mixture of warm water with mild detergent to soak your bracelet for a few moments before rinsing it off. - Use a soft cloth to dry your piece.

Question 26

How should I store my sterling silver pieces?

Accepted Answer

Avoid storing your silver jewellery with non-precious metals like stainless steel because this could lead to tarnishing. Store in soft jewellery holders like jewellery rolls and jewellery boxes rather than metal tins or trays. This helps to prevent your sterling silver jewellery from tarnishing in the future. Add a piece of chalk or a silica gel sachet into the jewellery box to reduce moisture and humidity inside your jewellery storage.   Avoid using harsh scrubbing pads which may scratch your jewellery. Do not wrap your silver jewellery pieces in latex or rubber because these could react with the metal.

Question 27

How to Stop Sterling Silver Jewellery from Tarnishing

Accepted Answer

One important tip to keep in mind is to remove all jewellery before showering, bathing, or going swimming. Contact with water - or even sweat and cleaning products - can lead to tarnishing. Keeping your silver pieces away from heat and humidity is also a must to keep dullness at bay.   When wearing items on your hands such as silver stacking rings or silver chain bracelets, avoiding creams is key to protecting that stunning high shine. All of our sterling silver pieces come already shielded with an anti-tarnish solution, but following correct care advice will slow down the natural wear of this defensive layer.   Cleaning your silver jewellery is also an important process to keep tarnish at bay. Gently rubbing your jewellery in one direction will help wipe away any dirt that may be building up, even if you can't see it yourself.

Question 28

Caring For and Wearing Your Jewellery

Accepted Answer

To help protect the durability and high-quality of your jewellery, make sure to remove your jewellery when you shower, bathe or engage in heavy exercise, particularly when swimming in the sea or a chlorinated swimming pool. All of our gemstones are natural and therefore can be vulnerable to absorbing dirt and to chipping. Settings may also become loose over-time. Avoid spraying perfume, applying creams or any other liquids directly onto your jewellery. Keep your jewellery away from extreme temperatures, humidity or sunlight. Avoid wearing your jewellery when using bleach, cleaning products and other chemicals.

Question 29

How to Store Your Jewellery

Accepted Answer

We highly recommend that you store your jewellery in the original KKLUE packaging provided or another suitably lined box or soft pouch and place a small packet of desiccant crystals in the packaging if you live in a humid climate. Ideally store your pieces of jewellery separately, so that they don't rub together or become tangled.

Question 30

Cleaning Precious Metals

Accepted Answer

- To keep your jewellery looking radiant and to remove the build-up of dirt and premature tarnish we recommend using our own KKLUE polishing cloth (packed in every pacakge). Rub the piece in one direction rather than circular motions. (* Please do not wash the cloth as there are cleaning chamical to keep your pieces shiny and beautiful) - A Silver cleaner can be used to clean Sterling Silver pieces but not Gold Vermeil or Gold pieces. - Do not use tissue paper or paper towels to clean metal as they can cause scratching. - You can use the same Monica Vinader polishing cloth (available on request) to look after your 14k Gold pieces. Gold is a much harder metal than Silver and therefore more durable.

Question 31

Cleaning Gemstones

Accepted Answer

- Since many natural gemstones can be quite delicate, hot water, harsh chemicals and cleaners should be avoided at all times. - Clean your gemstones with a clean, soft, damp cloth after wearing. - Very porous stones such as Pearl, Turquoise, Howlite and Emerald should be cleaned using an untreated, dry, soft cloth only. - Do not use tissue paper or paper towels to clean gemstones as they can cause scratching.

Question 32

Cleaning Corded Bracelets

Accepted Answer

The best way to clean the thread on your corded friendship bracelets is to occasionally wash them with a soft sponge and mild soap in lukewarm water.

Question 33

What Causes Jewellery to Tarnish?

Accepted Answer

Jewellery tarnishes because of the reactions caused between itself and the outside world. When wearing a necklace, bracelet or ring for a long period, it becomes more and more exposed to harsh elements and substances that can cause damage. Simple things like using deodorant or moisturiser, sweating in the heat and wearing perfume all contribute to your favourite pieces tarnishing over time.

Question 34

How to order MOMENT necklace?

Accepted Answer

1. Visit the Product Page: - Go to this link: Moment Letters Necklace - KKLUE Font. 2. Choose Your Material: - Select from yellow gold, rose gold, or platinum. 3. Personalise Your Necklace: - You can personalise up to 9 letters on the necklace. - Click on the 'Add Your Letters' column and enter your desired letters. 4. Custom Orders: - If you need more than 9 letters, email us at hello@kklue.com for a special order. 5. Place Your Order: - After personalising, add the necklace to your cart and proceed to checkout. 6. Additional Assistance: - If you have any questions or need help with your order, email us at hello@kklue.com, and we will assist you further.

Question 35

What are the differences between the KKLUE font and the Arial font for the Moment Necklace?

Accepted Answer

The Moment Necklace comes in two font options: the brand font and the Arial font.   The KKLUE font is a special design by US designer Kimi Lewis in 2022 and features a thicker alphabet, providing more texture and weight, which helps prevent flipping. This is the current version available for order.   The Arial font was the original version launched in 2018. Although it has been discontinued, it can still be made to order upon request at the same price as the brand font. However, please note that the Arial alphabet is thinner compared to the KKLUE font.   If you prefer the Arial font, you can email us at hello@kklue.com to place a special order.

Question 36

Can I still order the Arial font (the old version)?

Accepted Answer

Yes, you can. Please place your order with the Moment Letters Necklace - KKLUE Font, specifying the number of letters needed. Then, email us at hello@kklue.com to request the Arial font as a special order. Please note that the Arial alphabet is thinner compared to the KKLUE font.

Question 37

How long does it take to personalise a necklace?

Accepted Answer

It takes around 15-20 working days for our jeweller to tailor-make the order. KKLUE will send out a shipping email once the necklace is ready to be shipped. If you have any special needs to expedite the order, please email us at hello@kklue.com, and we will do our best to shorten the manufacturing timeframe.

Question 38

Can I modify the gap between the letters?

Accepted Answer

Unfortunately, we cannot alter the gap between the letters. We have sold over 1,000 pieces of this necklace and received positive feedback regarding the spacing between the letters.

Question 39

How many alphabet look the best?

Accepted Answer

Our best sellers typically feature 4-5 letters, but the choice is entirely up to you and the message you want to personalize.   Customers often personalize their necklaces with their motto, name, or the initials of their family members. These are just a few examples to inspire your own unique design.

Question 40

Can I change the alphabet of my moment necklace?

Accepted Answer

Yes, you can change the alphabet on your Moment necklace.   However, there will be a service charge, as this is not covered under the warranty program. If you want to remove or change alphabets (but not add more), there is a 250 HKD fee for the jeweller to remake the chain and alphabets for you. If you wish to add more alphabets or symbols, the cost will be the price of the additional characters plus a 150 HKD service fee.   Please note the delivery cost is not included in the service. For more detail please contact hello@kklue.com

Question 41

Where can I get more personalisation options?

Accepted Answer

You can visit our offline stockist, such as the Harbour City Store in Hong Kong, where we offer a variety of alphabets, numbers, symbols, motifs, and beads for you to choose from and create a one-of-a-kind necklace.   If you cannot visit the store in person, you can also contact our store via WhatsApp at +852 684636784. Our professional sales associates can provide virtual assistance to help you design your necklace remotely, and we will ship it to your address once it is customised.

Question 42

Can I make the Moment Bracelet as permanent jewellery?

Accepted Answer

Yes, you can, but this service is only available at our Hong Kong Harbour City Store. Please note that advance booking is required so we can arrange for our welding professional to be in-store during your visit. There will be a booking charge, which can be applied toward the cost of the product.

Question 43

What Can I Engrave and Where?

Accepted Answer

Most of our pendants, such as the Unlock Collection pendant and many of the Smiley pendants, offer engraving services on their flat backs. If your pendant has a flat back, we can usually provide this service for you.   The following can be engraved: - Characters in the following fonts: Arial/KKLUE Font. Use these to engrave your name, initials, birthday, or another message. - Chinese characters, up to 4 characters. We recommend 1-2 characters due to limited space on the pendant. Both traditional and simplified Chinese are available. - Motifs, available as a seasonal option. If you have a screenshot of a motif you liked, we are happy to place a special order for you.   The following cannot be engraved: - Inappropriate language - Other brand names - Offensive symbols - Languages other than English and Chinese - All fonts (only Arial and KKLUE fonts are available)   For any special requests, please contact us at hello@kklue.com, and we will assist you with the personalization details.

Question 44

Do I Need to Pay for the Engraving Service?

Accepted Answer

The engraving service is included in our warranty program, which offers one free engraving service for products purchased through our official channels, including our stockists. We recommend opting for the engraving service when you place your order to avoid an additional wait time for the engraving to be completed.   However, if you prefer to have the engraving done later, you can still utilize this service within two years from your purchase date. We are always happy to assist in making your jewelry more special. Please note that while the service charge and engraving costs are free, you will be responsible for both the shipping costs to KKLUE and the return shipping.

Question 45

Where Can I Go To Engrave My Piece?

Accepted Answer

We offer engraving services exclusively through our backend office. To have your piece engraved, it needs to be shipped to the KKLUE after-sales department, where we will customize the engraving details for you. We will notify you once your piece is ready to be shipped back or collected. Please note that the engraving service is currently not available at our offline sales channels.

Question 46

Can I customize the ring size?

Accepted Answer

Yes, we offer customization for ring sizes. From the initial order, all sizes are free of charge (excluding sizes 20+ for carat gold rings). Please note that customization will take approximately 15 working days for carat gold rings and up to 30 working days for silver rings. Once the special order has been placed, it is not available for refund, except in the case of quality issues.   If you would like to alter the ring size after purchase, we can offer a free alteration for up to +1 and -2 sizes maximum within the warranty scheme. However, if it exceeds the free alteration offer, additional material costs will apply. Please contact our team for pricing details regarding different ring designs.

Question 47

International Ring Sizing

Accepted Answer

Question 48

What Delivery Options Are There?

Accepted Answer

We ship our products globally with our designated courier. We offer free shipping to any order within Hong Kong SAR and Mainland China. There is no minimum order cost. Free shipping is available for orders over 3000 HKD, for orders below 3000 HKD (exclude Hong Kong), the shipping fee will be 200 HKD. Delivery will be handled by DHL/FedEx.   We also offer Click and Collect option to be collected at our Hong Kong Harbour City Store, please contact us at hello@kklue.com  or simply write our store address as below   [Customer Name] [Your Phone number] Store address: Kiosk 3D, Level 3, Gateway Arcade, Harbour City, Kowloon, Hong Kong   Please refer your name and contact number, as well as your online confirmation email regarding the collection.

Question 49

How will I know when my order ships?

Accepted Answer

We will send you an email including your tracking number as soon as your order ships. Please note that once your order arrives in the country of destination, local guidelines apply and your order may be subject to country taxes and local duties. These taxes and duties are not included in your purchase price and are the responsibility of the customer. Please refer to your local postal service for rates.

Question 50

How long does shipping take?

Accepted Answer

We will dispatch your purchase once the production had completed it may take approxiamte 15 working days for carat gold product, 30 working days for silver after your order is being confirmed. If the product in stock, we should dispatch within 1-3 working days. For further detail please feel free to email us on hello@kklue.com   The estimated shipping time: Shipping within Hong Kong: 1-2 Working Days* (with SF courier) Shipping outside of Hong Kong: 4-7 Working Days* (with DHL/ Fedex) *Working Days are Monday to Friday, excluding Public Holidays. The international time may varied to the actual situation

Question 51

Do you offer Click and Collect?

Accepted Answer

Yes! We do offer click and collect to KKLUE Boutiques free of charge!   You can put our Hong Kong store address [Kiosk 3D, Floor 3rd, Gateway Arcade, Harbour City, Tsim Sha Tsui, Kowloon, Hong Kong SAR] at the checkout point when completing your online order.

Question 52

Where can I find KKLUE boutique for Click and Collect?

Accepted Answer

We currently only offer the Click and Collect at our Harbour City Store.   Address: Kiosk 3D, Floor 3rd, Gateway Arcade, Harbour City, Tsim Sha Tsui, Kowloon, Hong Kong SAR   You can also find our store working hour and adress from google map.

Question 53

Can I choose next day delivery for my Click and Collect order?

Accepted Answer

Unfortunately not - for the in stock product is sent on a next day delivery service, so to Click and Collect at the boutique will take 2-3 working days. For the personlise product it will take up to 30 workings for manufacturing (15 days for carat gold products) before shipping out to the boutique for collection.

Question 54

How will I know my order has arrived?

Accepted Answer

We will send you a confirmation email as soon as your order has arrived at our Boutique. Or you can leave your contact number we can contact you via whatsapp or wechat.

Question 55

What do I need to bring with me to collect my order?

Accepted Answer

All you will need to bring with you on day of collection is a copy of the confirmation email you will have received from us.

Question 56

Can I send someone else to pick my order up for me?

Accepted Answer

Yes! If you are not able to collect the order yourself then don't worry you can send someone on your behalf as long as they have a copy of your confirmation email.

Question 57

How long will you keep the order for?

Accepted Answer

We will keep your order for 7 working days, the date will be included on your ready to collect email. If you do wish to extend your collection date please do reach out to our Customer Care team at hello@kklue.com   Make sure to have your order number to hand and we may able to extend the collection date for you.

Question 58

KKLUE Return Policy

Accepted Answer

We hope you are delighted with your order. However, if you change your mind, returning an item couldn't be easier. Try your purchases in the comfort of your own home. If, for any reason, you are not satisfied with your purchase, please email us with the reason for the return. We will be happy to offer you an exchange or return within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable). This includes items purchased in a sale or with a promotion code.   Return Conditions: All items must be returned in a new and unworn condition and in their original, undamaged packaging. We accept returns on earrings, but we ask that you do not try them on before sending them back. Each earring is thoroughly cleaned to the highest standard once received. If you are returning earrings for a refund or repair, you must send back both pieces to ensure timely processing. Please note: The above policy applies only to purchases made through the KKLUE official online sales platform.

Question 59

What is not accepted for refund?

Accepted Answer

Please note we do not accept returns or exchange when: 1. Items are not returned in their original condition i.e. have been worn, damaged or are sent without original package. 2. Items are returned outside the specified return timeframe. 3. Personalized, engraved or custom pieces are not eligible for a return or exchange.

Question 60

Return and Exchange Costs

Accepted Answer

Return Fee: Hong Kong: HK$ 50 restocking fee, deducted from the final refund International: HK$ 300 restocking fee, deducted from the final refund   Exchange Fee: Hong Kong: HK$ 70, payable to cover shipping costs International: HK$ 500, payable to cover shipping costs If you have any questions, please contact us at hello@kklue.com.   Please note: The above policy is only applicable for purchases made through the official KKLUE online sales platform.

Question 61

How to return the item?

Accepted Answer

To initiate a return for online purchases, please contact us at hello@kklue.com. We will provide you with a return slip. You can opt for either a drop-off or a pick-up service. Please note that the shipping cost will be deducted from your refund amount.   Alternatively, you can drop off the return item at our store in Harbour City, Hong Kong or use your own courier to send back the items. Please be aware that KKLUE will not cover the return shipping costs unless otherwise stated.

Question 62

Processing your Exchange

Accepted Answer

The exchange will be on hold until your returned piece(s) arrives with us. Please ensure your return is sent within 7 days of receiving the email notification. After this time, your exchange order may be cancelled and the stock unreserved.

Question 63

Processing your Refund

Accepted Answer

We will process your refund within 5 days of receipt Once we have processed your items, the credit or debit card originally used for the purchase will be credited with the cost of the goods, minus the delivery charges (exceptions may apply). Your credit card company may take 4-7 working days to credit your account. Please note that we can only credit the original purchasers card and will not be able to issue a refund to any alternative account.

Question 64

Returning in Store

Accepted Answer

Products purchased online can be dropped off at KKLUE Boutiques in Harbour City, Hong Kong (excluding concessions). Staff at the boutique will assist with the shipment back to our back office. KKLUE will then process your refund online.   If you purchased from one of our concession partners, such as Angle, you will need to make your return directly to them.

FAQ

Order Help

How Can I Contact The KKLUE Team?

Can I Update Or Cancel My Order Once I Have Placed It?

How Do I Use A Promotion Or Offer Code?

Can I Gift Wrap My Order?

Price Match Policy

What Payment Methods Can I Use?

Our 2-Year Warranty Scheme

Material

What is 18 karat gold

What Can 18 Karat Gold Be Used For?

What is 14 karat gold？

The Different Colors of Gold

Is All Gold/ Silver Hypoallergenic?

What Is Recycle Sterling Silver

Is Recycle Silver Remain Its Quality?

5 Benefits of Recycled Silver

925 Silver Gold Vermeil

Nickel

What Causes Jewellery to Tarnish?

Can You Wear Gold Vermeil in the Shower?

Can You Wear 18kt Gold in the Shower?

Can You Wear Sterling Silver in the Shower?

Can You Shower with Gemstone Jewellery?

How Often Should You Clean Sterling Silver Jewellery?

The Best Way To Clean Silver Necklace

How To Keep Silver Bracelets Sparkling

How should I store my sterling silver pieces?

How to Stop Sterling Silver Jewellery from Tarnishing

Jewellery Care Guide

Caring For and Wearing Your Jewellery

How to Store Your Jewellery

Cleaning Precious Metals

Cleaning Gemstones

Cleaning Corded Bracelets

What Causes Jewellery to Tarnish?

Moment Collection Guide

How to order MOMENT necklace?

What are the differences between the KKLUE font and the Arial font for the Moment Necklace?

Can I still order the Arial font (the old version)?

How long does it take to personalise a necklace?

Can I modify the gap between the letters?

How many alphabet look the best?

Can I change the alphabet of my moment necklace?

Where can I get more personalisation options?

Can I make the Moment Bracelet as permanent jewellery?

General Personlisation

What Can I Engrave and Where?

Do I Need to Pay for the Engraving Service?

Where Can I Go To Engrave My Piece?

Can I customize the ring size?

International Ring Sizing

Deliveries & Collection

What Delivery Options Are There?

How will I know when my order ships?

How long does shipping take?

Do you offer Click and Collect?

Where can I find KKLUE boutique for Click and Collect?

Can I choose next day delivery for my Click and Collect order?

How will I know my order has arrived?

What do I need to bring with me to collect my order?

Can I send someone else to pick my order up for me?

How long will you keep the order for?

Return

KKLUE Return Policy

What is not accepted for refund?

Return and Exchange Costs

How to return the item?

Processing your Exchange

Processing your Refund

Returning in Store

Warranty and Repair

What Is The 2 Year Warranty And How ​​Do I Make A Claim On It?

I purchased my jewellery at KKLUE.com

Contact Us

How to Contact KKLUE

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What Is The 2 Year Warranty And How Do I Make A Claim On It?