FREQUENT ASK QUESTION
COVID-19 UpdateAre Attilio showroom and customer service center open during the Covid-19 pandemic?
Our showroom and customer service center are open for private in-person scheduled appointments.
Placing an Order
- How to order online?
- Attilio Fine Jewelry's online inventory of high-quality products allows our customers to freely choose their desired fine jewelry. Our designers work hand in hand to provide safe and secure shopping experience, our customer satisfaction policy coupled with high-security payment measures ensure that your privacy and personal data strictly pertains to your purchase only.
Step 1: Choose a Design
Choose the perfect jewelry such as rings, earrings, bracelets, or pendants into your shopping cart.
Step 2: Fill out the Billing Details
Please fill out all fields marked by “Asterisk”.
Step 3: Payment and Delivery
After confirming the order, you will receive an order confirmation email that lists your order details. After confirmation of payment, we will send out your jewelry choice through safe and reliable shipping services.
- How do I know if you have the stock?
- Attilio Fine Jewelry design team collaborates with leading jewelry manufacturers and experienced goldsmiths to produce unique jewelry pieces available on our online shop. Upon receiving your order, you will receive an order confirmation email that lists your order details. After receiving your payment, we will send it directly to you through safe and reliable shipping services. If you are still hesitant about a difficult decision, you can also make an appointment with our customer service center. Our customer service team will be happy to serve you.
- What can I do if the product I like is out of stock?
- If the selected jewelry is out of stock, you can enjoy the fixed online price for your customized purchase. Upon receiving your order, you will receive an order confirmation email that lists your order details. The production lead time will be 3-5 weeks after receiving your payment, and we will send it directly to you through safe and reliable shipping services.
- Can small changes be accommodated?
- We are masters at our craft. We can make changes to any of our pieces as requested. Some of the things we can change are sizing, gemstones, surrounding settings, and many more finer details.
- What design options are available?
- We have a dedicated team of master jewelers who can help you craft exactly what you need. We have many options available. If you do not see what you want on our website, please contact us with your needs. We will be happy to assist you.
- Can custom jewelry be crafted?
- Attilio Fine Jewelry specializes in full custom design. Our design team helps you figure out the details, weigh all the options, and guides you through each step of creating the jewelry piece you desire. For more information, please visit our page on High Jewelry or contact us.
- Can I view jewelry in person?
- Due to current Covid-19 related restrictions, we can only have visits by appointment. Please contact us at +852 3107-1622. Appointments can also be scheduled by contacting us online. Our showroom is located in the Mong Kong area. We can also facilitate video conferences.
- How long will be the production lead time?
- After you submit your order and complete the payment procedures at Attilio Fine Jewelry, we will give you a call or email to confirm your order. After confirmation, we will process your order immediately.
- If the piece is a ready-made item, we will arrange for delivery immediately to ensure timely dispatch. Usually, we require an average of eight to twelve business days to be delivered.
- Since diamonds/gemstones are natural resources, no single diamond/gemstone is the same. Therefore, the availability of diamond/gemstone is subject to constant changes, and we cannot guarantee availability until the order is confirmed. We can also provide our professional advice to meet your needs, or you can select another similar one from our stock.
Note: As all pieces are hand-made, please allow sufficient time for production.
- Can the production lead time be expedited?
- If you want to receive the jewelry in less than eight days, please contact our customer service department at +852 3107-1622 to confirm whether such speedy delivery is possible at the time of order.
- Is there any grace period if I change my mind?
Attilio Fine Jewelry cares about our service efficiency. After receiving your order, we will handle it as soon as possible to ensure prompt delivery. For whatever reasons, if you need to cancel your order, please call and email us within six hours after your order's placement. We will try our best to amend the order as possible. For orders that have already commenced on production or have already been dispatched, we regret that those orders can’t adjust to change or cancel.
Attilio Fine Jewelry wishes you find the ideal perfect jewelry from our website. If any of our jewelry pieces in our inventory does not meet your requirements, please contact us with your specific requirements, and we will provide our special selection for your preview. Please contact us at +852 3107-1622 or email us to email@example.com for more details.
- What can I do if I need further support after making a purchase?
- Attilio Fine Jewelry has a dedicated customer service center to provide after-sales care of all customer service needs. Our service center is located at 3/F, Attilio Building, No. 579 Nathan Road, Mongkok, Kowloon, Hong Kong.
- Do you provide maintenance and repair service?
Attilio Fine Jewelry provides free repair services within one year from the date of purchase with a valid receipt. For more information, please consult with our customer care representative. However, our repair service does not cover damages caused by the follows:
- Human negligence
- Improper ways of wearing the jewelry
- Damage due to daily use
- Damage due to accident.
We reserve the right not to provide repair services for the following situations:
- The stone missing is more than 0.06 carats;
- The stone cracks, scratches;
- The jewelry has undergone repair elsewhere;
- Being stolen or lost jewelry;
- Changes made to jewelry disregarding professional advice;
- Other damages caused by non-manufacturing defects.
- Will you wrap my gift nicely?
- Attilio Fine Jewelry professional packaging makes our jewelry perfect as gifts. Our packaging includes an exquisite jewelry box, certificate folder (for storing jewelry certificate of authenticity), brochures, etc.
- What if the ring size does not fit?
- We will also provide customers with a free service to change the ring size. Specify styles and materials due to the technical issues and cannot be modified or resized. But any related shipping, the costs will be charged to your account. For inquiries, please contact our customer service department at +852 3107-1622.
- What is your return policy?
- We offer a 14-day returns policy. Note that the delivery costs of the return shall be borne by the customer.
- Do you offer free shipping?
Attilio Fine Jewelry provides free delivery to all Hong Kong (except offshore islands), Macau, and Mainland China recipients. Please check out International Orders if you are overseas and check out the delivery method if the delivery address is on offshore islands.
Shipping from Hong Kong to local Hong Kong address
- Pick up at our Hong Kong Attilio Store OR
- HK Local Registered Post for free
(Estimated Shipping/Preparation Time for above methods: 7-14 Working Days)
Shipping from China to local China address
- Pick up at our China Attilio Store OR
- China Local courier service for free (by Attilio designated service providers)
(Estimated Shipping/Preparation Time for above methods: 10-14 Working Days)
- Is it safe to have a jewelry piece delivered by courier?
- We understand the importance of each piece, so each delivery is handled with extreme care. We appoint a reliable courier company to deliver every single one of our products. What’s more, each jewelry piece will be covered by Delivery Insurance. You can also choose to pick up the piece from our customer service center located at 3/F., Attilio Building, 579 Nathan Road, Kowloon, Hong Kong.
- What if the jewelry piece delivered to me is broken?
We understand the importance of each delivery, so each delivery is handled with extreme care. We appoint international couriers who specialize in transporting diamonds and fine jewelry to deliver every single one of our beautiful products. Attilio Fine Jewelry will purchase insurance for the item(s) that will be delivered via international couriers at our expenses, so to ensure that your ordered item(s) can arrive promptly and securely.
Attilio Fine Jewelry provides free repair services within one year from the date of purchase. However, our repair service do not cover damages caused by the following :
- Mistreatment of jewelry
- Improper ways of wearing the jewelry
- Misuse of jewelry caused by strong force or accidental hits
- Damage due to daily use
- Damage due to accident
- Can I pick it up in person?
If you choose to pick up the ordered item(s) from our customer service center located at 3/F, Attilio Building, No. 579 Nathan Road, Mongkok, Kowloon, Hong Kong, please indicate on the online order form while you check out.
Upon payment receipt, we will contact you to arrange for a pickup time. Please remember to bring a copy of the order print out when picking up your product.
- Do you ship to my country?
- We provide free delivery of all items to practically everywhere in the world. For international delivery, please allow a sufficient number of days for your country’s respective customs and excise department to go through custom clearance procedures. To receive the package items from international couriers, the recipient must be present at the recipient's address to sign for receipt of the mailed package for safe delivery. Attilio Fine Jewelry will not be held responsible for any designs or materials that are disallowed for entry into your country pursuant to local laws. If you are in doubt, please check with your local relevant government authority before placing your order.
- Is delivery insurance included?
- Attilio Fine Jewelry will purchase insurance for the item(s) that will be delivered via professional courier services company at our expense.
- Do I need to pay any import taxes?
- The destined country of receipt may require you to bear certain customs and excise tax upon receipt of the package, including import tax and other related charges. Such duties are to be paid by the recipient of the ordered item(s). When your ordered package arrives at your country’s customs department, the international courier we have appointed for the delivery will contact and inform you of its arrival and status. If there is any related tax involved, the international courier will also notify you or pay the sums in advance on your behalf. Such payment will be due by you in any event. Please note that Attilio Fine Jewelry cannot waive control for any taxation charges. For more information, please contact your local customs department.
- Which credit card do you accept?
- We accept Paypal, Visa, Master, and Union Pay. Paypal is a recognized payment platform enabling safe, convenient real-time transactions.
- Can I pay thru bank wiring?
You may pay through bank wiring or TT. It will take up to 3 working days to confirm bank payment. The production/delivery process will start after bank payment is confirmed. Please make sure all bank charges have been taken into consideration in your payment. Please send your bank payment copy to firstname.lastname@example.org within three working days after order confirmation. Failure to receive payment copy within three working days, the system will automatically cancel your order.
Please pay to: Hang Seng Bank Limited
Swift Code: HASEHKHH
Account Number: 024788283885883
Account Name: Wondrous Group Limited
- What makes Attilio special?
Attilio Fine Jewelry is committed to providing the highest quality jewelry and ensuring that you can enjoy percentile satisfied customer service. We are committed to the pursuit of quality products. Our quality control team has implemented strict quality control to all of our diamond/gemstone suppliers and manufacturers to ensure every piece of our jewelry has passed our quality check standards.
Each piece of jewelry we delivered to you must pass the final quality testing to ensure that your jewelry meets our stringent monitoring standards. After quality control procedures, it will be dispatched for packaging.
- Where are your gemstones from?
- Attilio Fine Jewelry guarantees that the diamonds we supply are Natural Diamonds. We also declare that to the best of our knowledge, we source many precious and semi-precious stones from our quality jewelry supplier, and they come from all over the world. We supply all carats and all qualities for loose stones with a reputable GIA labs certificate.
- What are the shipping arrangements if I live in mainland China or Macau?
- We provide a free delivery service to mainland China and Macau through the safe and reliable shipping services Company
- What are the shipping arrangements if I live overseas?
Registered Air Mail: Free postage for any purchase amount. (Estimated Shipping/Preparation Time for above methods: 14-21 Working Days)
FedEx International: HKD500 charges for any order amount below HKD6,000.
Free postage for any order amount reaches HKD6,000 and up. (Estimated Shipping/Preparation Time for above methods: 7-14 Working Days)
We will send the tracking number to our customer by email after the order is shipped out.
- What if my products are returned because of an undelivered address and/or cause order cancellations.
- In that case, the customer will be responsible for return shipping charges and an administration fee of 10% of the total price. Any balance will be refunded back to the customer’s credit card.
- How can I pay online?
We accept Paypal, Visa, Master, and Union Pay.
Paypal is a recognized payment platform enabling safe, convenient real-time transactions.
- Can I pay at your shop if I don't feel comfortable paying online?
- If you do not wish to pay online, you may visit our customer service center during office hours to pay through VISA, Master, Union Pay, or in cash.
After sales service and customer care
Send a gift
We offer a wide selection of items suitable as gifts for friends and family. Discover our jewellery to pick the best gift for your needs.
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