SHIPPING POLICY

Shipping Policy

For any inquiries regarding your order or shipment, please contact our customer service team at hello@kklue.com or reach out through our official social media channels.

1. Order Processing & Timeline

In-Stock Items: Orders containing in-stock pieces are prepared and dispatched within 5 business days of purchase.
Made-to-Order & Personalized Creations: Custom and personalized jewelry requires 15 business days for production before shipping.
Pre-Order Items: Pre-ordered pieces are crafted to order and ship within 25 business days.
Mixed Orders: If an order includes both pre-order and in-stock items, the entire order will be held and dispatched together once all pieces are ready.
Shipping Confirmation: Once your order has been dispatched, you will receive a shipping confirmation email with tracking information and an estimated delivery date.

Orders are processed and shipped from our Hong Kong warehouse Monday–Friday. During peak periods, such as Black Friday and other promotional periods, processing times may be longer than usual.

2. Shipping Rates

Hong Kong, Macau & Taiwan Enjoy complimentary shipping on all orders, with no minimum purchase required.

International Shipping

Shipping fees depend on the order value and selected shipping method.

Orders under HK$1,500 (approx. US$192):

Standard Shipping: HK$100 (approx. US$13)
Express Shipping: HK$150 (approx. US$19) for Asia-Pacific
Express Shipping: HK$330 (approx. US$42) for Europe & North America

Orders from HK$1,500 to HK$3,999.99 (approx. US$192–US$512):

Standard Shipping: Free
Express Shipping: HK$150 (approx. US$19) for Asia-Pacific
Express Shipping: HK$330 (approx. US$42) for Europe & North America

Orders of HK$4,000 or more (approx. US$512+):

Standard Shipping: Free
Express Shipping: Free

Standard shipments may be handled by logistics providers including Spaceship Air and Ninja Van.

Express shipments are handled by international courier services such as DHL, FedEx, or UPS, with end-to-end tracking and door-to-door delivery.

Please see the shipping transit time chart below for estimated delivery times.

3. Duties & Taxes

DDP (Delivery Duty Paid)

For the majority of our international shipments, applicable customs duties and taxes are calculated and included at checkout, so you should not be required to pay additional duties upon delivery.

Customs & Additional Charges

On rare occasions, local customs authorities may impose additional import taxes, duties, or handling fees. Any such charges are the responsibility of the recipient.

International shipments may also be subject to customs inspection, which can occasionally affect the estimated delivery time. KKLUE is not responsible for delays caused by customs clearance or local authorities.

Refusal to Pay Duties or Taxes

If a shipment is returned to the original shipping location because the recipient refuses to pay applicable duties, taxes, or related charges, KKLUE reserves the right to deduct any additional costs incurred as a result of the return from any amount otherwise refundable to the customer, where applicable.

4. Lost or Damaged Packages

Lost in Transit

If your package is lost during transit, please contact us at hello@kklue.com within 30 days of receiving your shipping confirmation.

KKLUE will assist in communicating with the relevant logistics provider and coordinate with them to investigate and resolve the issue.

Please note that KKLUE does not provide replacements or refunds for packages lost in transit.

Damaged on Arrival

If your jewelry arrives damaged, please contact us at hello@kklue.com within 7 days of delivery, and include clear photographs of both the packaging and the damaged item.

We will assist in communicating with the relevant logistics provider and work with you to investigate and resolve the issue.

Unforeseen Delays

While we make every effort to meet our stated delivery timeframes, unexpected circumstances such as customs clearance, severe weather, public holidays, or courier disruptions may occasionally cause delays.

5. Address Accuracy

Please carefully check that your shipping address is complete and accurate before placing your order.

If you need to change your shipping address, the request must be submitted in writing to hello@kklue.com before your order has been dispatched.

We will make every reasonable effort to accommodate your request. However, once an order has been dispatched, we may no longer be able to change the shipping address.

Any additional costs or delivery issues resulting from an incorrect or incomplete address may be the customer's responsibility.

6. Product Packaging

We are committed to reducing unnecessary packaging and minimizing our environmental impact.

To reduce packaging waste, multiple pieces from the same order may be placed in a single jewelry box where appropriate.

If you have specific packaging requirements, please indicate your preference in the order notes at checkout or contact us at hello@kklue.com before your order is dispatched.

We will do our best to accommodate your request, subject to availability and practical considerations.

7. Important Notes

Please ensure that all shipping information provided at checkout is accurate and complete.
Address change requests must be submitted in writing to hello@kklue.com before dispatch.
Customers are responsible for additional costs arising from incorrect or incomplete shipping information, including reshipping or other logistics-related charges.
Delivery times are estimates and may be affected by customs clearance, weather conditions, logistics disruptions, public holidays, or other circumstances beyond KKLUE's control.
Shipping methods and logistics providers may vary depending on the destination and availability.