退換貨政策 || Returns & Exchanges

中文/English


你們提供退款保證嗎?

我們希望您對您的購買感到100%滿意,並堅持我們產品的質量。

請注意,我們只能接受直接通過TimesGem .com購買的產品,而不能接受從第三方零售商購買的產品。
如果您發現我們的鑽石或鑽石之間有任何差異,可以申請退款保證。

重要提示:要符合資格,您必須:
1.告訴我們您發現的差異在哪裡/在哪裡。
2.向我們展示您與相同切割的鑽石進行比較的照片。
3.將產品與原始包裝一起退還給我們。

請注意,收到產品7天后,您將不再有資格獲得退款。

重要提示:請注意,任何退貨或退款將產生29美元的服務費。這筆費用將用於重新包裝,質量檢查和重新入庫的費用。此外,購買過程中涉及的運輸費用將從您的最終退款金額中扣除。(即使您的訂單是根據免費標準發貨的,還是會扣除7.95美元的費用,對於DHL / UPS Express訂單,則將扣除39美元的費用)

請給我們發送電子郵件([email protected])。


你的退貨政策是什麼?

請注意,在我們整個站點範圍內所購買的折扣商品均不予退款。但是,購買的物品(未磨損,帶有標籤的原包裝)可以退還商店信用額或進行尺碼變更的換貨。信用額度發放和換貨請求將僅在下訂單後的90天內兌現。商店信用折扣代碼不能追溯應用或疊加使用。當您將產品寄回給我們時,您還將負責支付運輸費用。

重要信息:請注意,對925銀材質的商品進行退貨或換貨服務將收取29美元的服務費。這筆費用將用於重新包裝,質量檢查和重新入庫。

對於18K白金產品的任何退貨或換貨,由於18K金產品是定制產品,並且商品價值高,我們不支持退貨或換貨。 

此外,請注意,購買過程中涉及的運輸費用將從您的最終退款中扣除。(即使您的訂單是根據免費標準發貨的,還是會扣除7.95美元的費用,對於DHL / UPS Express訂單,則將扣除39美元的費用)


我需要怎麼做才能退回和更換我的首飾?

只要滿足以下條件,我們很樂意處理替代產品:

1.收到的物品必須保持原狀並避免任何的磨損。
2.附帶的贈品、證書和包裝等所有附帶物必須齊全且完好。
3.客戶退回的運輸費用由客戶承擔。
4.確保所提交的退回追蹤物流單號是有效的。
5.在收到貨物的7日內發出退貨或換貨請求。

TimesGem.com成功交付和檢查產品後,系統將向您提供減去初始寄出運費和,以便您可以再次下訂單。


如果我收到損壞,不同或缺失的商品該怎麼辦?

您的物品到達時是否損壞,不同或缺失?請給我們發送電子郵件([email protected]),我們將立即重新寄出完好且正確的商品給您。請參考以下步驟:

1.收到產品後的7天內,請通過照片或視頻與我們聯繫,以說明問題以及是否需要退貨或更換。 
2.我們將審核該請求,如果需要更多信息,將會與您聯繫。
3.如果批准,我們將提供商店信用額度或重新發送商品,這可能視情況要求您退貨。

重要提示:如果由於尺碼問題而導致配飾不合適,我們不對由於使用造成的任何磨損負責。退貨前自行改裝和調整大小而導致的損壞將不予接受。


我的訂單尚未到達,我想取消我的訂單。

由於需求量大和物流效率更高,我們的產品從5個以上主要國家/地區的不同倉庫發貨。因此,根據您所在的位置,我們的運輸和交貨時間差異很大。

我們可以保證10個工作日內發貨,但不能保證確切的發貨日期。

重要提示:由於運輸延遲,我們不提供退款,因為有時在您的訂單轉移過程中可能會發生無法預料的情況,而在大多數情況下我們是無法控制的。


我應該在哪裡郵寄授權退貨單?

請聯繫我們的客戶服務電子郵件([email protected])以獲取退回的地址和方式。


其他信息

萬一退貨,您的退款將記入商店信用額。 如果退貨,Timesgem.com 不會退還運費。

您的包裹到達我們後,請等待 14-28 個工作日(取決於高峰時間)來處理您的退貨。 如果您的退貨不符合所列條件,包裹將自費寄回給您。 當您的退貨被接受時,您的退款將被發放,您將收到一封確認電子郵件。


退貨/換貨地址:
HONG KONG999077九龍清水灣道清水灣(辦公室無店營業廳)


我們可以通過以下方式為您提供支持
電子郵件:[email protected]
Whatsapp:+852 5509 6580

我們努力在 24 小時內回复您的問題。


客戶服務聊天時間:週一至週五:上午 8 點至晚上 18 點 GMT+8

現在提供英文和中文版本。




English/中文


Do you offer Money-Back Guarantee?

We want you to be 100% satisfied with your purchase, and stand by the quality of our products.


Please note we can only accept back TimesGem.com products that were directly purchased through TimesGem .com, we cannot accept products that were purchased from a third-party retailer.
If you spot any differences between our stone or diamond, you can apply for the money-back guarantee.

IMPORTANT: To be eligible you must:
1. Tell us where is/are the differences you spot.
2. Show us a photo you compared with a diamond of the same cut.
3. Return the product to us with original packing.

Please note that 7 days after receiving the product, you will no longer be eligible and won’t be able to receive a refund.

Important: Please note any return or refund will incur a service fee of $29. This fee will be charged for repackaging, quality check and restock to our warehouse. Additionally, the shipping cost involved during your purchase will be deducted from your final refund proceeds. (US$7.95 will still be deducted even if your order is shipped under Free Standard and US$29 for DHL/UPS Express orders).


What is your returns policy?

Please be advised that all items purchased during our special site-wide sales are non-refundable. However, items purchased (unworn, with tags, in original packaging) are eligible to return for store credit or direct size exchange only. Credit or exchange requests will only be honored within 90 days of placing your order. Store credit discount codes cannot be retro-applied or stacked. You will also be responsible for covering the shipping cost when sending the product back to us.

IMPORTANT: Please note any return or exchange of 925 silver item will incur a service fee of $19. This fee will be charged for repackaging, quality check and restock to our warehouse.

For any return or exchange of 18K white gold item, since white gold item are customized products and the goods are of high value, we do not support returns or exchanges.

Additionally, please note that the shipping cost involved during your purchase will be deducted from your final refund proceeds. (US$7.95 will still be deducted even if your order is shipped under Free Standard and US$29 for DHL/UPS Express orders).

Please note: items marked “Final Sale” cannot be returned/exchanged.

Sale and promotional items are excluded and remain subject to our regular return/exchange policy.


What do I need to do to return and exchange my Item?

We are happy to process a replacement provided that:

1. The item must be unworn and in the same condition when you received them.
2. All ancillary items such as the accompanying gifts, certificates and packaging must be complete and intact.
3. The shipping cost returned by the customer shall be borne by the customer.
4. Ensure that the returned tracking tracking number submitted is valid.
5. Send a return or exchange request within 7 days of receiving the goods.

On successful delivery and inspection of the product by Times Gem, you will be provided a store credit minus the shipping fee so you can place your order again.


What can I do if I received a damaged, different or missing item?

Did your item arrived damaged, different or missing? Please email us at [email protected] and we will send out your replacement immediately. Please refer to the procedures below:

1. Within 7 days, after receiving the product, please contact us with a photo or video explaining the issue and whether you want a return or replacement.
2. We will review the claim and contact you if we need more information.
3. If approved, we will provide store credit or resend the item, you may also be asked to return the product.
4. Customers will only be charged once for shipping costs (this includes returns)
5. No-restocking to be charged to the consumers for the return of the product.

Important: We are not responsible for any damages caused by wear and tear if the item does not fit due to issues with sizing. If it doesn’t fit your finger, kindly let us know immediately so we can arrange a return. Damages caused by refitting and resizing on your own before returning will not be accepted.


My order has not arrived yet and I want to cancel my order.

Due to high volume of demand and for better logistics efficiency, our products are shipped from different warehouses in over 5 major countries. Due to this, our shipping and delivery time varies greatly depending on your location.

We are able to guarantee our dispatch dates within 10 business days but cannot guarantee the exact shipping date.

IMPORTANT: We do not offer refunds because of shipping delays, as there are sometimes unforeseen circumstances that may occur during the transit of your order which most of the time we do not have control of


Where should I mail my authorized return?

Please contact our customer service at [email protected] to get the returned address.


Other information

In case of a return, your refund will be credited to store credit. Shipping costs will not be refunded by Timesgem.com in case of returns.

Once your package reaches us, please allow 14-28 business days(depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

Return/Exchange Address:
HONG KONG999077KowloonClear Water Bay Rd, Clear Water Bay(Office non-store business hall)

We’re available to support you via
Email: [email protected]
Service Tel (Whatsapp): +852 5509 6580

We strive to respond to your questions within 24 hours.

Customer service chat hours: Monday - Friday : 8am - 18pm GMT+8

Now available in English & Chinese.