For any inquiries regarding your order, please reach out to our team at hello@kklue.com or connect with us via our official social media channels.
1. Order Processing and Timeline
- Standard Processing: In-stock pieces are prepared and dispatched within 5 business days of purchase.
- Made-to-Order & Personalized Creations: To ensure the highest craftsmanship, custom and personalized jewelry require 15 business days for production before shipping.
- Pre-Order Items: Pre-ordered pieces are crafted to order and ship within 25 business days.
- *Please Note: If your order includes both pre-order and in-stock items, the entire shipment will be held and dispatched together once all pieces are complete.
- Delivery Confirmation: As soon as your creation is on its way, you will receive a shipping confirmation email complete with tracking details and an estimated arrival date.
2. Shipping Fees and Delivery Times
Hong Kong
- Free Shipping
- Delivery Time: 3 business days
- Carrier: SF Express
Macau / Taiwan
- Free Shipping
- Delivery Time: 5-7 business days
- Carrier: SF Express
International
- Shipping Fee: USD $26
- Free Shipping: Orders over USD $384
- Delivery Times: 4-7 business Days* (with DHL/ Fedex). The international time may varied to the actual situation
- U.S. orders: takes 9–10 business days to the U.S., followed by 2–3 days for final delivery.
- Carrier: DHL/ Fedex/UPS
3. Duties and Taxes
- DDP (Delivery Duty Paid): For the majority of our international shipments, customs duties and taxes are fully calculated and included at checkout, ensuring no unexpected fees upon arrival.
- Exceptional Customs Fees: On rare occasions, local authorities in certain countries may levy additional import taxes or handling fees. These charges remain the sole responsibility of the recipient. For precise information, please consult your local customs office.
- Customs Clearance: International shipments may undergo standard customs inspections, which can occasionally alter estimated arrival dates. KKLUE is not liable for delays directly caused by regional customs processing.
4. Lost or Damaged Packages
- Lost in Transit: In the unfortunate event that your package is lost during transit, please notify us at hello@kklue.com within 30 days of receiving your shipping confirmation. We will launch an immediate investigation with the courier to resolve the issue via a replacement or refund.
- Damaged on Arrival: If your jewelry arrives damaged, please contact us within 7 days of delivery, enclosing clear photographs of the packaging and the item. We will promptly arrange an exchange or a full refund, subject to piece availability.
- Address Accuracy: To ensure a seamless delivery, please verify your shipping address at checkout. KKLUE cannot be held responsible for transit delays or lost shipments resulting from incorrect or incomplete address details.
- Unforeseen Delays: While we make every effort to meet stated delivery timeframes, unexpected external factors (such as customs clearance, severe weather, or courier disruptions) may occasionally cause delays. We sincerely appreciate your patience.
5. Important Notes
- Address Accuracy: To ensure a seamless delivery, please verify your shipping address at checkout. KKLUE cannot be held responsible for transit delays or lost shipments resulting from incorrect or incomplete address details.
- Unforeseen Delays: While we make every effort to meet stated delivery timeframes, unexpected external factors (such as customs clearance, severe weather, or courier disruptions) may occasionally cause delays. We sincerely appreciate your patience.
6. Contact Us
- For any shipping-related inquiries, reach out to our customer service team at hello@kklue.com or our social media channels.
