Shipping and Store Pickup

Shipping Policy

1. Scope of application

This policy applies to orders placed through the CathyPaul Diamond website (cathypauldiamond.com) and with delivery selected. For orders selecting in-store pickup, please refer to the "In-store Pickup Instructions."

2. Shipping fees

Shipping within Hong Kong and Macau is free of charge. Other area will be charged according to its destination.

3. Carrier

Hong Kong orders will be shipped via SF Express. Macau and International shipment will be shipped by Fedex/ UPS or other international courier. The actual carrier is determined by our store based on the nature, value, and delivery location of the goods; customers may not specify the carrier

4. Processing and delivery times

In-stock products are generally shipped within 3 to 5 business days after order confirmation. The above estimated times are not guaranteed. Actual delivery dates are subject to carrier arrangements, weather, public holidays, and other factors beyond our control.

5. Delivery service is not applicable

For orders over HKD 20,000, delivery service is not provided by our store. Customers must choose the in-store pickup method to pick up the items in person.

6. Insurance and risk transfer

All goods shipped by our store shall be insured by our store during the shipping period. The risk of the goods is transferred to the customer upon receipt by the customer or their authorized representative.

7. Receipt inspection

Customers should inspect the outer packaging for damage upon receipt and verify the goods immediately after opening. If packaging damage, product shortage, or order discrepancies are found, the store must be notified on the day of receipt and the original packaging and all accessories will be retained for follow-up with the carrier. Late notifications will be rejected by the store.

8. Accuracy of delivery information

Customers must provide accurate and complete delivery addresses and contact phone numbers. We are not responsible for delays, extra fees, or product returns caused by incorrect customer information, unreachable addresses, unreachable contact, or unsigned delivery, and reserve the right to charge reasonable fees for rescheduling delivery.

9. Goods that cannot be delivered

If the product is returned to our store for the above reasons, we will make every effort to contact the customer to arrange redelivery. If we are unable to contact the customer within 30 days from the return date, we reserve the right to keep the item in store and request the customer to pick it up in person.

10. Order confirmation

Due to the nature and value of the goods, some orders must be confirmed with the customer before shipment will be arranged. We will contact customers via phone, WhatsApp, or email for confirmation.

11. Uncontrollable

We are not responsible for delays or inability to perform due to natural disasters, severe weather, typhoons, black rainstorms, epidemics, strikes, government orders, carrier service interruptions, or other events beyond our reasonable control.

12. Inquiry

For delivery inquiries, please call +852 3709 8913 or WhatsApp +852 9852 6155 to contact our store.

In-store pickup instructions

1. Pickup location

Room A3, 3rd Floor, Block A, Carnarvon Mansion, 8-10 Carnarvon Road, Tsim Sha Tsui, Kowloon, Hong Kong

2. Business hours

Monday to Saturday, 11:00 AM to 8:00 PM. Sundays and public holidays by prior appointment

3. Appointment

To ensure dedicated reception and ready-to-receive items, customers are advised to make reservations in advance before visiting.

4. Pickup notice

In-stock jewelry: Process time within 1–2 business days. Customer will receive a pick up notice. Please make an appointment before pick up.

Custom jewelry: Depending on the complexity of the style, it usually takes about 4–8 weeks to pick up (estimated time, not guaranteed).

5. Identity verification

When picking up goods, customers must present identification matching the order for registration. Our store reserves the right to refuse delivery to persons who cannot present valid proof of receipt.

6. Authorized pickup on your behalf

To protect your rights, if you need to authorize another party to pick up the goods, the recipient's authorized representative must present the following documents at the time of pickup:

• Authorization Letter (click here to download)
• Notification of goods retrieval
• A copy of the payer's identification document (must clearly include the payer's name).
• Original Authorized Person's Identification Document (Must Clearly Include the Authorized Person's Name).
• Order payment transaction records
  include: bank online banking transaction records, transaction records in payment accounts, and Whatsapp/WeChat transaction records (including company name and transaction amount).

If all the above documents are not presented, we reserve the right to refuse the authorized representative of the recipient to collect the goods on their behalf. Once the goods are delivered according to the above procedures, our store is deemed to have properly fulfilled the delivery obligation.

7. Risk transfer

The risk of the goods is transferred to the customer upon receipt by the customer or their authorized agent at the store.

8. Uncollected goods

Customers must collect all goods from the designated location within 30 days from the date of the collection notice(including but not limited to telephone, SMS, WhatsApp, WeChat or email). For goods uncollected after the expiry of the 30-day period, the CathyPaul Diamond Ltd reserves the right to dispose of, resell the goods at its sole discretion without further notice. All payments made shall be non-refundable. CathyPaul Diamond Ltd shall not be held liable for any loss, damage, or disposal of the uncollected goods.