Shipping & Returns

Last updated: 17 October 2026

This page explains how Hong Kong VITA ships wholesale and custom jewelry orders, and how we handle returns, repairs and claims. It forms part of our Terms & Conditions.

1. Where we ship

We ship worldwide from Hong Kong and Guangzhou. Common destinations include the United States, Canada, the United Kingdom, the European Union, Australia, Japan, Singapore and the Middle East. If your country is not listed at checkout or in your quotation, ask us — we will confirm a route and a freight cost.

2. Shipping methods

• International express (DHL, FedEx, UPS): 3–7 business days door to door, with tracking. Used for stock items and samples.
• Air freight: for bulk orders above roughly 50 kg, collected from the destination airport or delivered by a local agent.
• Sea freight: for large programme orders, with longer transit and lower cost per kilogram.
• Buyer’s own forwarder: we can deliver to a forwarder in Hong Kong or mainland China at no local freight cost.

3. Processing times

Order type	Ready to ship	Notes
In-stock wholesale items	1–3 business days	After payment is confirmed
Sample orders	7–12 working days	After CAD or drawing approval
Bulk production	20–35 business days	After deposit and sample approval
Custom packaging or engraving	add 3–7 business days	Artwork approval required first

4. Freight costs, duties and taxes

Freight is quoted separately and depends on weight, volume and destination. Unless your quotation says otherwise, prices are ex-works, so import duties, VAT/GST and customs clearance charges are payable by the buyer. We declare shipment values accurately and cannot mark parcels as gifts or under-declare value.

5. Tracking your order

When your goods leave us we send the tracking number and the commercial invoice by email. If tracking shows no movement for more than 5 business days, contact us and we will open a case with the carrier.

6. If something goes wrong in transit

• Wrong or incomplete address: contact us immediately. If the parcel has not left the origin country we can usually correct it; if it is returned to us, redelivery is charged at cost.
• Held by customs: we provide the documents you need (invoice, packing list, test reports, certificate of origin). Duties and clearance fees remain the buyer’s responsibility.
• Lost or damaged in transit: notify us within 7 days of the delivery date (or of the expected delivery date for a lost parcel) with photos of the outer carton, inner packing and the goods. We will claim with the carrier and replace or credit the affected units.

7. Returns and exchanges

We accept returns where the goods are defective, damaged in transit, or different from the approved sample or specification. Tell us within 7 days of delivery and we will arrange inspection, repair, replacement or credit.

Eligible for return

• Manufacturing defects: faulty clasp or post, loose or missing stone, plating that fails within the warranty period, incorrect dimensions against the approved spec.
• Transit damage reported with photos and the original packaging.
• Wrong item, wrong quantity or wrong plating/stone colour compared with the approved order.

Not eligible for return

• Custom OEM/ODM production that matches the approved sample or drawing.
• Change of mind, over-ordering or slow sales.
• Normal wear, scratches, tarnishing from perfume or chemicals, or damage from improper use or storage.
• Goods altered, repaired or re-plated by a third party.
• Items sold as seconds, clearance or final sale, where this is stated in the quotation.

8. How to start a claim

Email hongkongvita@outlook.com with:

• Your order or invoice number.
• A short description of the problem and the quantity affected.
• Photos of the affected pieces, the inner packing and the shipping carton label.
• A short video where the issue is a fault in a clasp, hinge or stone setting.

We reply within 2 business days. Please do not send goods back before we confirm the return address and the method — unauthorised returns may be refused or delayed at customs.

9. Refunds and credits

• Approved claims are settled by repair, replacement or credit note, at our option and in consultation with you.
• Where a monetary refund is agreed, it is paid to the original payer by bank transfer within 10 business days of approval.
• Original freight, duties and taxes are refunded only where the error was ours.
• Return freight is at our cost for our errors and at the buyer’s cost where the return is not covered by this policy.

10. Warranty and repairs

Every piece carries a 12-month warranty against manufacturing defects. Out-of-warranty repairs — re-plating, clasp replacement, stone tightening, re-sizing — can usually be quoted and carried out at our workshop; ask us for a repair estimate before sending anything back.

11. Contact

Hong Kong VITA — Unit F1, 6/F, Kaiser Estate Phase 1, 41 Man Yue Street, Hung Hom, Kowloon, Hong Kong
Email: hongkongvita@outlook.com · Phone: +86 181 2380 9231