Frequently Asked Questions (FAQ)

We accept all major credit and debit cards (Visa, Mastercard, American Express). A cash deposit is accepted at your in-store custom consultation, with the remaining balance due upon collection.

We process orders quickly, so please contact us as soon as possible at karatcohk@gmail.com if you need to make changes. We'll do our best to accommodate your request before the order is shipped.

Yes! Once your order is placed, you'll receive a confirmation email with your order details. Please check your spam folder if you don't see it.

Orders are typically processed within 1-2 business days. Delivery times vary by location — local orders usually arrive 1-2 business days for ready products and within 3-5 business days for custom made orders, while international orders may take 7-14 business days. We'll keep you informed of any order updates via email and phone.

Yes, we ship to many countries worldwide! Shipping rates and delivery times will vary depending on your location. Any applicable customs duties or taxes are the responsibility of the customer.

Shipping costs are calculated at checkout based on your location and order size. We offer free shipping on orders over [amount].

Once your order has been shipped, you'll receive a tracking number via email. You can use this to track your package on the carrier's website.

Please ensure you provide correct and complete shipping/delivery information at checkout. We will not be held responsible for orders sent to incorrectly entered or unrecognised addresses. We are unable to redirect orders once items have been dispatched, and we cannot refund or replace items that are tracked as delivered.

Due to hygiene reasons, please note that our products cannot be exchanged or refunded. However, we will be happy to exchange a different size within 14 days of receiving the item. (Please note that resizing to a bigger size may incur a fee)

Postage to send an item back for an exchange will be at the customer's own expense.

Exchanges will not be given on any discounted designs or custom items purchased.

We do not offer refunds for change of mind. We encourage you to review your order carefully before purchasing. If you have any questions or concerns, please reach out to our customer care team at karatcohk@gmail.com before completing your purchase.

Items with manufacturing defects will be repaired at no cost within six months of purchase. Please provide proof of purchase when requesting a repair. Manufacturing defects exclude: wear and tear, damage, plating oxidation or fading, broken chains, cracked or broken stones, pearls, jades, and bent rings or earrings.

Our warranty does not cover wear and tear, damage, plating discoloration, broken chains, chipped or broken gemstones and pearls, or deformed rings and earrings.

Our pieces are crafted from 24K/18K/14K White Gold. You can find specific material details on each product page.

To keep your pieces looking their best, we recommend storing them in a cool, dry place, avoiding contact with water, perfume, and harsh chemicals, and cleaning gently with a soft cloth.

Yes, all our pieces come with a 1 month warranty against manufacturing defects. This does not cover damage caused by wear and tear or misuse.

You can reach us at karatcohk@gmail.com or via WhatsApp. We'd love to hear from you!

Our team is available Monday–Friday, 9am–7pm HKT and Saturday 9am - 5pm. We aim to respond to all enquiries within 24 hours.