Question 1

What is your return policy?

Accepted Answer

You may return any ready-to-ship piece within 30 days of delivery for Nine Carats credit. Returns must be unworn, in original condition, with all original packaging and documentation. We do not offer cash refunds on change-of-mind returns.

Question 2

Do you offer cash refunds?

Accepted Answer

Cash refunds are only available if your piece arrives damaged or faulty in transit. For all other returns, we issue Nine Carats credit valid for 12 months. See our Returns & Resizing page for full details.

Question 3

How do I start a return?

Accepted Answer

Email info@ninecarats.com or message us on WhatsApp within 30 days of delivery. Include your order number and reason for the return. We'll reply within one business day with a Return Authorisation number and packaging instructions.

Question 4

How does Nine Carats credit work?

Accepted Answer

Credit is loaded to your Nine Carats account for the full purchase price of the returned piece (excluding original shipping and any duties). It's valid for 12 months, can be split across purchases, and combined with other payment methods at checkout.

Question 5

What can't be returned?

Accepted Answer

Bespoke and custom-designed pieces, rings that have been resized or modified, engraved pieces (unless you pay an engraving removal fee of HK$800), and any order altered during production at your request.

Question 6

What if my piece arrives damaged?

Accepted Answer

Contact us within 48 hours of delivery with clear photographs of the damage and packaging. You may choose a full cash refund, a like-for-like replacement, or a free repair. We cover return shipping costs in all three cases.

Question 7

Do you offer ring resizing?

Accepted Answer

Yes. We offer one complimentary resize within the first year of purchase for rings that fall within our standard resizing range. Outside the first year, resizing is available at a fair service fee. Contact us for a quote.

Question 8

What rings can't be resized?

Accepted Answer

Eternity bands and full-diamond rings, tension-set and channel-set rings with structural stone placement, rings in alternative metals like titanium or tungsten, and pavé bands with stones on the full shank. If in doubt, contact us before sending.

Question 9

What does the warranty cover?

Accepted Answer

The Nine Carats warranty covers manufacturing defects for the life of the piece — loose or lost stones from setting faults, prong failures, chain and clasp issues, and ring band structural repairs.

Question 10

How long does the warranty last?

Accepted Answer

There is no time limit. The warranty is attached to the piece from the moment it leaves our atelier and covers it for life against manufacturing defects.

Question 11

Is the warranty transferable?

Accepted Answer

No. The warranty covers the original purchaser only.

Question 12

How do I make a warranty claim?

Accepted Answer

Email info@ninecarats.com or WhatsApp us with your order details, a description of the issue, and photographs. We can usually confirm coverage from photographs alone before asking you to ship anything.

Question 13

What isn't covered by the warranty?

Accepted Answer

Normal wear and tear, accidental damage, stone loss from impact, damage from harsh chemicals or improper care, and damage caused by modifications or repairs carried out by a third party outside of Nine Carats.

Question 14

Does the warranty apply internationally?

Accepted Answer

Yes. We accept warranty claims from any country we ship to. Shipping your piece to us is your responsibility; we cover the return shipment once the repair is complete.

Question 15

Are your diamonds lab-grown?

Accepted Answer

Yes. All Nine Carats diamonds are lab-grown — physically, chemically, and optically identical to mined diamonds, grown above ground under controlled conditions. They are not simulants.

Question 16

What diamond grades do you use?

Accepted Answer

We use only D, E, and F colour (colourless) and VS1 clarity or higher. We select for Excellent or Ideal cut grades. We do not offer lower-grade options.

Question 17

Do my pieces come with a certificate?

Accepted Answer

All round brilliant diamonds 1ct and above come with an IGI grading report. The certificate travels with the piece and confirms the stone's weight, colour, clarity, cut grade, and treatment status.

Question 18

What metals do you use?

Accepted Answer

We work in 14-karat gold (white, yellow, and rose) and platinum.

Question 19

Where are your pieces made?

Accepted Answer

Every Nine Carats piece is made by hand in our Hong Kong atelier. We do not outsource production or use third-party manufacturers.

Question 20

How long does production take?

Accepted Answer

Made-to-order pieces typically take 2 to 3 weeks. Bespoke commissions vary depending on the complexity of the design — we'll give you a timeline before work begins.

Question 21

Where do you currently ship to?

Accepted Answer

We currently offer free shipping in Hong Kong. If you are anywhere outside of Hong Kong, please contact us directly to arrange shipment. Soon we will be offering free international shipping to North America, Singapore, Taiwan and Australia through our website. All shipments are fully insured.

Question 22

Can I modify or cancel my order?

Accepted Answer

Ready-to-ship and made-to-order pieces can be modified or cancelled before production begins. Once production has started, changes and cancellations are no longer possible. Contact us as soon as possible if you need to make a change.

Question 23

Do you offer bespoke commissions?

Accepted Answer

Yes. Contact us to discuss your vision — a specific design, stone, metal, or combination that isn't in our collection. We will work with you to create a custom piece that is perfect for you.

Question 24

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards, and bank transfer for larger orders. Contact us if you have a specific payment requirement.

Question 25

Can I visit the atelier?

Accepted Answer

Yes, by appointment. Our Hong Kong atelier is located at 140-142 Des Voeux Rd Central, Full View Building, 18th Floor, Central, Hong Kong. Email or WhatsApp us to arrange a visit.

Question 26

How do I clean my jewelry?

Accepted Answer

Clean with a soft, lint-free cloth after wearing. For a deeper clean, use a mild solution of warm water and a small amount of dish soap, applied gently with a soft-bristle brush. Rinse and pat dry.

Question 27

How should I store my jewelry?

Accepted Answer

When not in use, store each piece in its Nine Carats pouch or box to prevent scratching. Keep away from direct sunlight, heat, and humidity.

Question 28

How often should I have my jewelry professionally serviced?

Accepted Answer

We recommend an annual inspection and clean. This allows us to check stone security, prong condition, and metal integrity before small issues become bigger ones. Annual inspections are available for a small service fee.

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