• WOOCS 1.2.5

customer FAQs

 

payment

1. What are my payment options?
We accept Visa, MasterCard, American Express, PayPal, gift cards (you can get those online). We also accept prepaid credit cards if the card has a billing address attached to it. We can’t split payments between credit cards. Orders are subject to review.


2. What currency is the site in?
Prices are in Hong Kong dollars and US dollars.


3. Can I change or cancel my order?
Of course. We’re happy to assist you with your order (cancellations or modifications). You just have to send us an email here and we’ll handle it.

shipping

1. When will my order ship?
Depending on item availability, your order will ship out within 2 business days. Orders placed after 5:00pm on Friday will ship latest Tuesday morning. Orders will not be shipped or delivered on National holidays.


2. How my items will be packed?

We individually wrap each item in your order with our signature packaging. If it's for a gift, each package will receive a beautiful gift box, polishing cloth and a jewellery pouch for safekeeping.

 

3. Where does your jewellery ship from?
Our items ship from Hong Kong.


4. What are my shipping options?

Save your money for your next visit, we provide free-of-charge local delivery.

  
5. Do we ship internationally?
Not yet but stay tuned, we will organise it ASAP.

my account – track my orders

1. Why should I become a registered user?
It's a great way to save time and make your life easier, track your orders, quicker checkout, easy returns, and access to your full order history.


2. How do I track my orders?

1. sign in to your jemocracy account
2. go to the 'track or edit your order' page
3. enter the tracking number (you’ll find that in your confirmation email)

Click here for My Account login page.

returns & exchanges

1. What’s your return policy

 We accept returns or exchanges within fourteen (14) days of the delivery of the Product(s). The Product(s) must be in its original packaging and condition, unworn, not damaged, not modified, and the invoice must accompany each product. If the Product(s) arrives with a label attached, it should not be removed. 


2. Returns instructions:

To request a return, drop us a line at info@jemocracy.com within the fourteen (14) days of the delivery of the Product(s). Please indicate the reason for your return - we want to know so that we can make it better!

You will receive an email back from us with detailed instructions on how to proceed.

Once we have been informed of your decision to request a return, please allow us up two (2) weeks for processing and proceeding to the refund of the payment received. Our team will inspect the returned Product(s) to make sure the piece(s) has not been worn, modified or damaged. Please note that the timeframe for the refund may be delayed until the receipt and verification of the Product(s) returned. The refund is subject to the aforementioned conditions under 1. What's your return policy

 

3. How do I exchange a gift?

Two options: 1) we can send you an exchange item or  2) we can offer you credit for the original amount paid. Exchanges are sent out as soon as the original item arrives to us. Please follow 2. Return Instructions above to make it happen. 


4. How long does a refund or exchange take to process?

It takes about 1-2 weeks to process your refund. We’ll send you an email when we receive the item(s) and when we’ve processed your refund. Please note that the refund is subject to the conditions under 2. Return Instructions above. 

 

5. Shipping costs on returns or exchanges

Shipping costs on returns and exchanges shall be borne by the customer. 


6. What if the delivered
pieces are damaged or incorrect?

If you’ve received a damaged or incorrect item, please accept our sincerest apologies. Please contact us as soon as possible at info@jemocracy.com with details, and we’ll get it handled. 

more info

1. How do I keep up with what’s happening at jemocracy?
By signing up for our mailing list, by getting social with us (Instagram, Facebook), by meeting up with us.


2. What do I do if something I like is out of stock?

If a size or style is coming back in the next few weeks, we will make it available for pre-order. These orders will process normally, but with a delayed ship date. We’ll make sure to keep you up to date on the status of the item.


3. Do you offer gift certificates?

We do. You can buy them on our gift card page. 


4. Do you have any retail boutiques?

We currently do not have any retail boutique. We focus on line. We can also come to you: if you want some jemocracy at your office, drop us a line at info@jemocracy.com and we’ll make it happen. Or go to our FYI / meetings page.