Frequently Asked Questions
Order
Can I amend or cancel my order?
We will attempt to accommodate order changes prior to delivery confirmation. However, we will not be able to cancel an order once payment is confirmed. Do note that changes to orders may result in delivery delays.
We are unable to accommodate changes or cancellations on special order requests and/or orders that have already been shipped.
If you would like to change an order, please send us an email at hessjewellery@gmail.com
Shipping
What is the method of delivery?
We will be delivering your order personally until we find a suitable courier as we would like to ensure product delivery process to be smooth for our customers.
Can I collect my orders in store?
Yes, we offer self-collection at all Hess Jewellery stores. You will be notified within 7 working days via email/phone when your parcel is ready for collection.
Can I change my billing /shipping address after I have placed an order?
We will attempt to accommodate changes prior to delivery confirmation. However, we will not be able to amend your billing/shipping address once your parcel is out for delivery.
When will I receive my order?
All orders will be processed immediately upon payment confirmation. You may expect to receive your order within 7 working days via delivery from our us or 2 working days for self-collection in stores.
What happens if I am not able to receive the order at my doorstep?
Please be assured that you will be notified prior to any delivery attempts. Due to security purposes, all orders must be delivered and received by hand. We do not recommend parcels to be placed at an unsecured location. Hess Jewellery will not be liable for misplaced or lost parcels should you instruct our delivery partner to leave your parcel at an unsecured location. Uncollected parcels will be returned to our store and may be chargeable for additional redelivery attempts. Please DM us on Instagram @hessjewellery or send us an email at hessjewellery@gmail.com or for assistance.
Return and Exchange
What is your exchange policy?
Kindly note that all exchanges are reviewed on a case-by-case basis. Please retain the receipt and keep the merchandise in the original condition with its packaging. Personalised products and special orders are not eligible for return, refund and exchange.
Additional Services
Services such as cleaning, resizing and restoration is available. Please head down to our store to find out more.