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Shipping & Returns

 Shipping

We can ship to virtually any address in the world and we use the Hong Kong Post's Registered and Speedpost options. Exceptionally we can ship via FedEx, but we cannot guarantee that this will ship within our standard 48 hour time-frame. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. We ship all orders via Registered post as standard, for your peace of mind and ours! Speedpost is our express shipping option. Tracking numbers will be supplied along with confirmation of shipping for both Registered and Speedpost.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. Overall weights will be rounded up to the nearest 100g, reflecting the pricing policies of the Hong Kong Post.

Weight

Cost (USD)

0-500g

$5

501-1000g

$6.50

 

Speedpost 

This is the Hong Kong post's expedited service, and rates depend on both weight and where you are in the world. If you select this option, the price will be displayed at checkout. If you have any questions about this, please contact us by email on julia@joopygems.com

 Delivery

All orders are dealt with promptly; we make every effort to get your order to you as soon as possible as we know how important it is for you to receive your goods quickly. We do our best to ship all orders within 48 hours; however we do not ship at weekends. Orders received after 12pm Hong Kong time on Fridays will ship the following Monday. Rarely this may not be possible, and if this is the case we will inform you. Any items that are out of stock are refunded. We regret that it is not possible at this time to place backorders.

 Delivery Times

Orders sent via Registered post normally take around 2-3 weeks to be delivered, although this is only an estimate and may vary according to your country and to the time of year (ie it may take longer at busy times). Please note that in some rare circumstances, normally due to delays at your own countries customs, it may take up to 35 days to receive your order. Orders via Speedpost normally take around 3-5 days, again depending on your country and the time of year, but may take up to 10 days. If you have not received your order after these times, please contact us on julia@joopygems.com

 Customs and Duty

Occasionally, with international orders, your own country may impose customs and duty on your order. Please note that such fees are your own responsibility and we are not liable for this.

Tracking your order

Orders sent via Registered Post:

Countries' postal services vary as to the extent to which they will allow you to track a standard registered parcel. The following merely represent the ones that I know do allow it. To check whether your country does, please vist the following page of the Hong Kong Post website and use the dropdown box to check.

US customers may track via USPS

Canadian customers may track via Canada Post

Orders sent via Speedpost:

All countries should allow tracking for this express service. US and Canadian customers may use the links as above. Other customers should visit the link as above; Hong Kong Post and use the dropdown box to select the relevant country.

Returns Policy

We hope that you are happy with your purchases, and will enjoy creating with them. If you have any queries or a problem with something you have ordered, please send us an email on julia@joopygems.com or phone us on 00852 95030357 – the phonelines are open between the hours of 9am and 6pm Hong Kong time.

If you are not happy with your purchases, for any reason, you have 30 days to return it to us unused and in its original packaging. We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). We will refund on receipt of the returned package. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (up to 30 business days), the time it takes me to process your return once I receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

How to Return an Item

  • Login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
  • State whether you would like a refund or exchange, and explain why you are returning the item, so we can maintain the quality of our goods and service to you. Please note, postage charges are only refundable if the item is incorrect or defective.
  • Return all parcels to: Julia Aufenast, Joopy Gems, 1G Middle Lane, Discovery Bay, Hong Kong
  • Make sure you pay the correct return postage to avoid delays.
  • For your peace of mind, you may like to get a proof of postage from the post office; this will provide protection for you should, for any reason, your parcel not reach us.

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