FAQ

PRODUCTION LEAD TIME

Q: How long will it take to receive my Bespoke By Shahina Hatta purchase?

A: Each jewellery item has a different lead time, specified at the bottom of the product description on the product pages. Once an item ships, it should arrive in 5-7 business days.
 Please email info@bespokebyshahina.com to inquire about rush delivery.

**Please note that if you've ordered multiple items, we will batch them together as one shipment, unless otherwise discussed via email.

RUSH OPTIONS

Q: I really need it ASAP! Is a Rush Option available?

A: Some of our styles can be rushed, others cannot. If you are interested in placing a rush order, please email the style name and custom design details to info@bespokebyshahina.com along with the date you would like to receive it. We will let you know right away if a rush option and overnight shipping is available for that specific style. If you have already placed your order, please be sure to include the order number in the email (found in the confirmation email you received).  

RETURN POLICY

QWhat is your return policy?

A: All sales are final. However, we are more than happy to exchange a jewellery item if there is something wrong with the order or if the product has a manufacturer’s defect.  Exchanges can only be done 7 days upon receiving the delivery, please contact us by email. For exchanges due to an incorrect order, please contact us within 3 days of receiving delivery. We reserve the right to refuse any exchange if we believe the items purchased are intentionally damaged or have been misused. All SPECIAL ORDER/PERSONALIZED items are final sale and will not be refunded once an order has been placed.  If you have questions about personalizing a piece, please contact info@bespokebyshahina.com before placing your order. We are not responsible for return shipping charges and the original shipping charges are non refundable.

REPAIRS

QWhat is your repair policy?

A: At Bespoke By Shahina, quality and craftsmanship is of our utmost concern. However, jewellery by its very nature is delicate. We can only accept repairs for items purchased from Bespoke By Shahina. Pricing for repairs vary depending on the style and will be assessed on an individual basis. Bespoke By Shahina Hatta will repair at no charge any breakage caused by manufacturer defect within 6 months of receipt of purchase. Repairs needed after 6 months or deemed to be caused by misuse will incur a repair charge at the customer’s expense, starting at HK$200.

To request a repair please email our concierge at info@bespokebyshahina.com with your original order number and a photo of the item you wish to repair. When shipping repairs, please be sure to include your name, phone number, and desired return address where someone will be available to sign for the package upon receipt. Bespoke By Shahina Hatta will alert you of the tracking number via email.

MATERIALS USED

Q: What material do you use in your jewellery?

A: At Bespoke By Shahina Hatta, we take pride in providing the best workmanship and quality to you. We use collection quality diamonds, D-G color, VVS-VS quality diamonds and 18k white, rose, yellow gold, or 950 platinum. All our gemstones are also specially hand-selected to ensure quality and brightness. Please email info@bespokebyshahina.com for further details.

CHAIN LENGTH

Q: What does it mean that my necklace can be made adjustable?

A: All necklaces come as a standard 16" long (unless otherwise noted in the Product Description). If you prefer to order a chain that is longer or shorter, this can be noted in the comments section during checkout. Longer necklace chains will require an additional fee. Chains can also be ordered to have multiple jump rings, so that they can be worn at various lengths. This should also be noted in the comments section during checkout.   

JEWELRY CLEANING & CARE

Q: How should I care for my Bespoke By Shahina Hatta jewellery?

A: Bespoke By Shahina Hatta fine jewellery is precious and does require some care and attention on a daily basis. To extend the life of your jewellery, we recommend the following tips:

  • Put on your jewellery last, to finish your overall look and take it off first when you get home or before you go to bed.

  • Remove all jewellery when washing your hands, putting on perfume, applying face cream, lotion, washing dishes, or showering.
    These products may cause the metal to tarnish.

  • Avoid contact with household detergents.

  • Avoid putting your jewellery near sources of intense heat such as tanning beds, hot tubs, etc.

  • Avoid wearing jewellery at the gym, the beach, swimming in the pool, or during any active sports. 
    These environments could cause irreparable dents, scratches, or loosen diamonds.

  • Avoid sleeping in your jewellery.

  • Be especially careful with emerald jewellery as emeralds are soft and more susceptible to scratches.

  • Before bedtime, lay your jewellery out flat to avoid tangling/scratching.

  • For necklaces, clasp the necklace when removing it to assure the chain does not tangle or knot.

  • To clean your diamond jewellery, use a soft toothbrush with dish soap and gently scrub the gold and diamonds.

  • Store your jewellery separately.

  • Lay your pearls flat, to prevent the silk thread from stretching.

GIFT WRAP

Q: I am buying a Bespoke By Shahina Hatta fine jewellery piece as a gift. I would like to write a gift note to include with the gift. How do I do so?

A: All Bespoke by Shahina Hatta purchases come in our signature Bespoke Fine Jewellery packaging that includes a branded jewellery box and jewellery bag. For any special packaging requests, please specify in the comments box or email info@bespokebyshahina.com with your order number.

PAYMENTS

Q: What form of payment does Bespoke by Shahina Hatta accept?

A: We accept payment online by Visa, MasterCard, Discover and WeChat. We also accept international or local bank transfer. Please email info@bespokebyshahina.com for bank transfer details.

INTERNATIONAL SHIPPING

Q: Does Bespoke by Shahina Hatta ship internationally?

A: Yes, we do! Items in your order that are designated for shipment to countries outside of Hong Kong, SAR. may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.

With respect to each item for which Import Fees have been calculated, you authorize Bespoke Fine Jewelry Limited to designate a carrier ("Designated Carrier") to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise, process and remit your actual Import Fees for such item.

If you refuse a shipment from Bespoke Fine Jewelry Limited, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to Bespoke Fine Jewelry Limited. This amount will be deducted from your merchandise refund. Please email your shipping and handling questions to info@bespokebyshahina.com.

OTHER QUESTIONS OR CONCERNS?

For any other questions or comments, please contact us at info@bespokebyshahina.com. We would love to hear from you.