FAQ



What payment methods do you accept?
We accept the following forms of payments:
  • Credit & Debit Cards (Visa, Mastercard, American Express)
  • PayPal
  • Apple Pay
  • Google Pay
  • PayMe
  • Direct payment online banking

Unfortunately, we do not accept any Cash-On-Delivery transactions at this point in time.

Are my personal details safe? Is your site secured?
Yes. Our store is powered by Shopify and our payment processors include Shopify Payments (Visa, Mastercard, American Express, Google Pay, Apple Pay) and Paypal. All of these payment processors are encrypted with the latest SSL technology (Secure Sockets Layer) and will protect your privacy and security. Our payment site also has an extra layer of protection in the form of a security certificate.


Delivery Time
We know that waiting for online orders to arrive can sometimes feel like an eternity. At éclater, we strive to process your order within 2-4 business days.

However, please note that actual delivery will vary based on the delivery option that you have selected, as well as your location.

For Local Orders (Hong Kong)
Your order should arrive within 2-3 business days.

For International Orders
Express Delivery: 7-10 Business Days
Standard Delivery: 12-30 Business Days

For more details please click here.

 

I was sent the tracking number. However after clicking the link I'm redirected to 17TRACK's website where it says that the number can't be found and is not available in the carrier's system yet. Is there another way to check the status of my delivery?

Generally, after we hand over the package to the courier, they will have it processed and scanned for them to update it with tracking information later on.

Usually, it takes a few days for them to update, therefore the tracking information may not appear online immediately, please try to track again later.


Am I eligible for a 10% discount for my first purchase?
Yes! You simply need to sign up for our mailing list. You can do so when you enter our store and there will be a pop-up subscription box that appears automatically.

You should soon receive an email entitled "Confirm Your Subscription" from us. Kindly click on the subscribe button and you will receive a second email entitled "Thanks For Signing Up" with the discount code provided with it.

How do I return my order?
All Sales Are Final. Due to hygiene reasons, there will strictly be no returns, exchanges or refunds on all accessories. 

If your item arrives broken or damaged, or if you receive the wrong order, please contact us at info@eclaterjewellery.com and we will be happy to replace it for you at no extra cost.

We highly recommend contacting us prior to placing an order if you have any questions or doubts. We will be more than happy to clarify any queries that you may have. 

Can I change or cancel my order?

We start working on your order as soon as you submit it, therefore it's very unlikely that we are able to change or cancel it. If your order was made in the last 24 hours, please contact us and we will do our best to make it happen.

What is the measurement for rings?

 
If you are unsure about the size of your ring finger, you can measure it with our ring sizer which can be purchased from our store. 

https://eclaterjewellery.com/products/ring-sizer

 

Are the silver jewellery made of real silver?
S925 Sterling Jewellery contains 92.5% purity silver.
If it is not explicitly stated that it is made of silver, then it is made of stainless steel.


What should I do if I lose my jewellery?
Unfortunately we cannot replace lost jewellery.

 

How do I keep my jewellery shiny?
While it might be tempting to wear your éclater jewellery at al ltimes, we highly recommend removing when participating in any of the following activities:

  • Showering/Swimming
    Gold plated jewelry does not have the same characteristics as solid gold. It is water resistant, but overexposure to water may wear off the plating faster. For long-lasting plating, we advise removing your jewellery when showering, swimming and exercising.
  • Cleaning
    Avoid interaction with harsh chemicals found in hot tubs and cleaning productsas they may wear out your jewellery

Scratches and marks may be present on the plating and sterling silver pieces.
You can use a silver cloth to clean your silver jewellery. For our gold plated items, take extra care when cleaning, since this may wear off the plating.

 

Are your earrings suitable for sensitive ears?
Different people react differently to different materials. Our jewellery is suitable for most people but if you have sensitive ears, we highly recommend sticking to sterling silver earrings. If you have a strong preference for gold-plated jewellery, ensure that you remove them before bedtime.

 

Will my fingers turn green when I wear your rings?
Brass may have colour-altering effects on certain people's skins. With that being said, different people have different reactions to different metals.

 

What should I do if I receive a broken item?
Please send a photo/video to info@eclaterjewellery.com together with your order number. We have a 30-day money-back guarantee and we will be happy to replace your items.