Returns & Resizing

If you are not satisfied with your purchase, you may return any ready-to-ship piece within 30 days of delivery. Please contact us at info@ninecarats.com or message us at +852 9861 1934 to begin the process.

All returns are issued as Nine Carats credit. We do not offer cash refunds on change-of-mind returns. Credit is loaded to your Nine Carats account and is valid for 12 months from the date of issue.

If your piece arrives faulty or damaged in transit, that is a separate matter — see Faulty or Damaged Pieces below. In that case, a full cash refund is available.

Returns must be unworn, in original condition, and include all original packaging and documentation — including the IGI grading report for all pieces above 1ct containing a certified sustainable diamond. A replacement certificate fee of HK$1,200 applies if the grading report is not returned with your piece.

Return shipping costs are the responsibility of the customer. We will provide you with packaging instructions and a return address; you arrange the insured shipment back to our atelier. We recommend FedEx, DHL, or SF Express with full declared value insurance.

All returns are handled personally by our team — no automated portal, no bots. This is the only way we can inspect a piece properly before it goes back on the bench for another customer.

1. 1.Contact us. Email info@ninecarats.com or message +852 9861 1934 within 30 days of delivery. Include your order number and the reason for the return. We will reply within one business day with a Return Authorisation number and packaging instructions.
2. 2.Pack your jewelry. Place the piece back into its original Nine Carats box, with the grading report and any accompanying documentation. Seal the box inside a plain outer shipping box — do not write "jewelry," "diamonds," or "Nine Carats" anywhere on the exterior, for security reasons. Write your Return Authorisation number clearly on the outside of the shipping box.
3. 3.Ship the package, insured. Use FedEx, DHL, or SF Express, and insure the shipment for the full value of the piece. Keep your tracking number and receipt — this acts as your proof of insurance. Nine Carats cannot be responsible for packages lost or damaged in transit by the customer's chosen carrier.
4. 4.We inspect and issue your credit. Once the piece arrives at our Hong Kong atelier, our team will inspect it and issue your Nine Carats credit within five business days of receipt.

Return Authorisation numbers are active for 14 days from the date of issue. Packages must be shipped within that window. If your authorisation has expired, please contact us and we will reissue it.

Your credit is loaded to your Nine Carats account and can be applied to any purchase in our collection, including bespoke commissions. It works the same way as a payment method — you select it at checkout.

If your piece arrives damaged, not as described, or develops a fault within the first 30 days of normal wear, this is covered separately from our standard return policy.

Contact us within 48 hours of delivery if the piece has arrived damaged, with clear photographs of the issue and the packaging.

In the event of a genuine fault or transit damage, you may choose one of three outcomes — whichever you prefer:

• •A full cash refund to your original payment method
• •A like-for-like replacement, made fresh in our Hong Kong atelier
• •A repair by our master jewelers at no cost

We cover the cost of return shipping in all three cases, and we will never push you toward one outcome over another.

Please note that this covers manufacturing faults and transit damage only. Damage caused by normal wear, impact, or accidental loss is not covered under this clause — for those scenarios, personal jewelry insurance is the right protection.

We offer one complimentary resize within the first year of purchase, for rings that fall within our standard resizing range. The one-year window begins on the date your piece is first available for shipment. Please note that return shipping costs for resizing are the customer's responsibility; we cover the return shipment back to you once the resize is complete.

Each ring has a specific resizing range depending on its design. When in doubt, contact us before sending — we will tell you exactly what's possible for your piece.

Custom, modified, and engraved rings can be resized within the first year but may be subject to additional service fees depending on the work involved. We will quote the fee before any work is done.

Outside the first year, we continue to offer resizing at a fair service fee. Contact us for a quote.

We ship internationally and accept returns from any country we ship to. A few things to know:

• •Return shipping is the customer's responsibility, including for international orders. We recommend a courier that offers full insurance and door-to-door tracking (FedEx, DHL, or equivalent).
• •Returns are issued as Nine Carats credit, valid for 12 months. The same policy applies regardless of the country your order shipped to.
• •Duties and taxes paid on the original order are set and collected by your local customs authority, not by Nine Carats, and cannot be refunded by us. Some countries allow you to reclaim import duties on returned goods directly with customs — please check with your local authority if this applies to you.
• •Resizes and repairs on internationally shipped pieces will be returned to the same country as the original order, to avoid unexpected duties.

Any bespoke and custom-designed pieces are not returnable. If you have commissioned a special piece made to your specifications, this can only be worn by you — we cannot resell it to another customer.

Before any bespoke order goes into production, we confirm every detail with you in writing — design, stone selection, metal, finger or wrist size, engraving — and give you the opportunity to make changes. Once production begins, changes and cancellations are no longer possible.

If you have any hesitation before ordering a bespoke piece, please contact us first. We would rather have a longer conversation upfront than a disappointed customer later.