Made to Order
Most Efi & Co jewelry is prepared to order. Our standard handling time is approximately 6–8 business days before dispatch unless otherwise stated.
ORDER INFORMATION
Delivery & Returns
From our Hong Kong studio to your door, we want every part of your order to feel clear and considered. Find information below about production, delivery, tracking, returns and what to do if something is not quite right.
Worldwide Delivery
We ship internationally. Available services, delivery estimates and any shipping charges are shown at checkout for your destination.
Tracking Included
Once your order is dispatched, tracking information is added to your order status page and a shipping update is sent to you.
Eligible Returns
Eligible non-custom items may be returned in unworn condition within the return period. Custom and personalised pieces have different conditions.
DELIVERY
From Our Studio to Your Door
Your order moves through preparation, quality control and dispatch before it is handed to the carrier.
Order Confirmed
Once checkout is complete, you will receive an order confirmation at the email address provided.
In Production
Made-to-order jewelry is prepared, finished and quality checked. Standard handling is approximately 6–8 business days unless otherwise stated.
Dispatched
When your order leaves us, tracking details are added and a shipping notification is sent.
Delivered
Follow carrier updates through your Shopify order status page until the shipment reaches you.
Delivery Times
Delivery time begins after dispatch and varies by country, carrier, customs processing and local service conditions. The estimate shown at checkout is not the same as production time.
Tracking Your Order
Tracking becomes available after dispatch. If you have received a shipping email, use the tracking link provided or visit our Track Your Order page.
TRACK YOUR ORDERTaxes & Duties
International orders may be subject to local VAT, GST, customs duties or import charges depending on your destination and checkout arrangement.
ESTIMATE TAX & DUTIESAddress Changes
Contact us as soon as possible if you need to change an address. We cannot guarantee changes once production or shipping processing has begun.
Delivery dates are estimates.
Carrier delays, customs inspections, weather, local holidays and other
events outside our control can affect the final delivery date.
DELIVERY SUPPORT
If Your Parcel Has a Problem
Tracking Has Stopped Updating
Short gaps in carrier scans can happen in transit. If tracking has not updated for an unusual period, contact us and we can help review the shipment.
Marked Delivered but Not Received
Check the delivery location, reception area, household members and any carrier delivery notes first. If it still cannot be located, contact us promptly.
Parcel Arrived Damaged
Keep the packaging and contact us as soon as possible with clear photos of the parcel, packaging and jewelry so we can review the issue.
RETURNS
Changed Your Mind?
We understand that some purchases need a second look. Return eligibility depends on whether the item is standard, customised or made specifically for you.
Eligible for Return
Standard, non-personalised items may be eligible for return when they are unworn, unused and returned in their original condition and packaging.
Usually Not Returnable
Custom-made, personalised, engraved, resized or specially altered pieces are generally not eligible for change-of-mind returns unless there is a fault.
Start a Return
Contact us before sending anything back. We will confirm eligibility, return instructions and the correct return address for your order.
HOW TO RETURN
Three Simple Steps
01
Email info@efidiamond.com with your order number and reason for return.
02
Wait for return approval and instructions before posting the item. Do not send jewelry to an unconfirmed address.
03
Pack the item securely with its original packaging and any requested documentation, then use the return method provided.
RETURN CONDITION
What We Need Back
01
Jewelry must be unworn, unused and free from damage or alteration.
02
Original packaging, certificates and supplied accessories should be included.
03
Items should be securely packaged so they are protected during return transit.
04
Returns sent without prior approval may not be accepted or may be delayed.
REFUNDS
After We Receive Your Return
Inspection
Returned jewelry is inspected before a refund is approved. We may contact you if the condition of the returned item affects eligibility.
Refund Method
Approved refunds are normally issued to the original payment method. Processing time after approval depends on your bank or payment provider.
Shipping, Duties & Taxes
Original shipping charges, return postage, customs duties and import taxes may not be refundable unless the return relates to an error or fault for which we are responsible.
QUALITY & WARRANTY
If Something Isn't Right
If you believe your jewelry has a manufacturing or quality issue, contact us with your order number and clear photographs. We will review the piece and advise on the appropriate next step.
Our warranty is intended for qualifying manufacturing issues and does not cover normal wear, accidental damage, misuse, loss, improper care or alterations carried out by another jeweler.
CONTACT ORDER SUPPORT
BEFORE ORDERING
Check Your Ring Size Carefully
Made-to-order and customised rings can have limited resizing or return options. We recommend confirming the intended size before production begins.
VIEW RING SIZE GUIDEDELIVERY & RETURNS FAQ
Good to Know
How long will my order take?
Standard handling for made-to-order jewelry is approximately 6–8 business
days unless otherwise stated. Delivery time begins after dispatch and varies
by destination and carrier.
How do I know when my order has shipped?
We send a shipping update when your order is dispatched. Tracking information
will also appear on the Shopify order status page when available.
Do you ship internationally?
Yes. Available destinations, shipping services and any charges are shown
at checkout based on the selected delivery country.
Will I pay customs duty or import tax?
This depends on the destination and checkout arrangement. Local VAT, GST,
customs duty or import charges may apply. Use our Tax & Duties Calculator
for an estimate.
Can I return a custom-made ring?
Custom, personalised, engraved, resized and specially altered jewelry
generally has different return conditions from standard items and may not
be eligible for a change-of-mind return. Contact us if you are unsure before ordering.
What if my order arrives damaged?
Keep all packaging and contact us promptly with your order number and clear
photographs of the parcel, packaging and item so we can review the issue.
How will I receive my refund?
Once an eligible return has been received and approved, the refund is normally
issued to the original payment method. Your bank or payment provider determines
how quickly the funds appear.
NEED HELP WITH AN ORDER?
We're Here to Help
Send us your order number and a short description of what you need help with.
CERTIFIED DIAMONDS
FREE WORLDWIDE EXPRESS SHIPPING
WARRANTY INCLUDED
FREE CUSTOMISATION
TRANSPARENT PRICING