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Search our frequently asked questions by topic:
1. Online Shopping
  • Where can I get help if I need it?
    You may contact Customer Service here
  • How do I make a purchase?
    Shopping at eshop.chowsangsang.com is easy: use the JEWELLERY, WEDDING, COLLECTIONS and GIFTS links. Once you have found an item, choose your size and click on the 'ADD TO SHOPPING BAG' button on the Product Page. Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page. Click on 'CHECKOUT' to complete your order.
  • Do I need to set up an account to place an order?
    Yes. To create an account, click on 'REGISTER' in the top left-hand corner of the site, and when you return, simply LOGIN.
  • Can I order by phone?
    For your security, we currently cannot place an order for you by phone. However, should you experience any difficulties at the checkout screen, please contact Customer Service and our representative will guide you through the process.
  • Can I modify an order?
    If you need to make any amendments to your order, please contact Customer Service immediately.
  • Can I cancel an order?
    Yes, you can cancel at any point before it's dispatched from our warehouse. If you have opted for our engraving service, you may cancel before the item is engraved. Please contact Customer Service immediately if you wish to cancel your order.
  • What size do I choose?
    By clicking the 'Size Guide' button in the Product Page, you will find information on how to determine your size. If you need more help, please feel free to Contact Us for advice.
  • I have forgotten my password. What should I do?
    Simply go to LOGIN and click on 'Forgotten your password'. We will email you a link to change your password.
  • What if the product or size I want is out of stock?
    If the product or size you want is unavailable or out of stock, click the 'RESERVE IN STORE' button on the Product Page and complete the form. A Customer Service Representative will contact you shortly after to help you find a piece that matches your requirements.
  • Can I get the same style but with a different diamond?
    If you see a style you like, but the diamond specifications offered online are not what you wished for, please contact Customer Service for assistance. We will try our very best to help you find your perfect piece.
  • Do you offer a membership programme?
    Yes. Star Shopper is a privilege programme for our members. For more information, please visit Star Shopper's website and Star Shopper Q&A page.
  • Do you offer an engraving service?
    Yes, most rings and other designated products can be personalised with an engraving of your choice. You can enjoy one-time free engraving service. If engraving is offered for the item you selected, a 'Free Engraving Service' button will appear on the Product Page and the Shopping Bag page. Simply complete the form to subscribe for the service.
  • What if the ring I ordered doesn't fit?
    We offer one free ring sizing for rings purchased at Chow Sang Sang. Please bring your ring and the original invoice to one of our stores or contact Customer Service to arrange for your free re-size. Please be aware that some rings may not be suitable for re-sizing or may have restrictions on the extent of the alteration.
  • How can I get an item repaired?
    We repair items purchased from Chow Sang Sang. You may either bring your item to the Chow Sang Sang store nearest to you or send in your item via mail. If you choose to send your item via mail, please contact Customer Service first.
2. Online Gift Orders
  • Can I order a gift online?
    Yes, ordering a gift online is easy. Simply choose your gift item and proceed to checkout. On the checkout page, you can add a personalised message which will be printed on a gift card. Finally, the jewellery and gift card will be delivered securely in our signature, gift-ready packaging.
  • Can online gifts be returned or exchanged?
    Gifts may only be returned or exchanged by the original purchaser. Please refer to our Returns & Exchanges page for detailed instructions.
  • I'm based in Hong Kong, but can't seem to place my gift order for delivery in China. What should I do?
    To ship a gift to a different region to where you are based, you must select that region before shopping. For example, if you are in Mainland China and buying for a friend in Hong Kong, you must select the Hong Kong website for shopping. If you would like to ship to China, please click here to be directed to our China eShop.
3. Packaging
  • How will my online order be packaged?
    Most orders will be packed in Chow Sang Sang's signature packaging, and then placed inside a brown cardboard box for added protection during delivery.
4. Payment
  • What payment methods do you accept?
    We accept the following payment methods: Visa, MasterCard, AMEX, PayPal, China UnionPay, PPS and AliPay.
  • What currencies can I pay in?
    At this moment, we only offer payment in Hong Kong Dollars (HKD). What you eventually pay in your currency depends on the exchange rate used by your card issuer. Please note that your card issuer may charge additional fees or exchange commission on Chow Sang Sang orders.
5. Returns and Exchanges
  • How do I return or exchange an order I have purchased online?
    Not completely satisfied? No problem. Within certain timelines and product restrictions, we will accept returns by post or at selected Chow Sang Sang stores. For more information please see our Returns & Exchanges page.
  • Is there a deadline to return or exchange goods purchased online?
    Items purchased online that are in their unused, original condition may be returned or exchanged within seven days of receiving them. Please refer to the Returns & Exchanges page for detailed instructions.
  • How long does a refund take to process?
    Your refund - excluding initial shipping costs and tax and duties — will be credited to the account used to make the purchase. Please note that refunds may take up to 2 weeks depending on the individual card issuer's refund processing time.
  • If we request refund, will we get full amount refund?
    Your refund will exclude initial shipping costs and tax and duties. When any merchandise which had earned Star Dollars in the original purchase is returned, we will deduct the earned Star Dollars from the original Star Shopper account. If its Star Dollars balance is not sufficient to be deducted, deficit will be set off against the amount to be refunded. For such purpose, every Star Dollar equates RMB/HKD/MOP 1 or TWD 4.
  • My item arrived damaged. What should I do?
    If the damaged item is eligible for return, you can select the item for return on the Returns & Exchanges page under 'My Account' and explain the type of damage. Please note that damaged items are eligible for a full refund in the original form of payment once the item is returned and the damage is confirmed.

    Should you receive a damaged item that is not eligible for return or exchange, please contact our Customer Service.  Please have your order number ready so our customer service team can resolve the situation as quickly and easily as possible.
  • If I return my international order, will I get refunded the local tax and duties I paid?
    Unfortunately we are not able to refund local tax and duties paid at checkout on deliveries to overseas destinations as these are charged by local governments. Certain regions operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.
  • What If I want to return an item that was purchased with a promotion or discount?
    If a discount or promotional offer was used when purchasing an item which you later decide to return, the amount refunded to you will be for the amount paid at the time of purchase, rather than the original selling price. Your order can be viewed by visiting ‘My Orders’ under ‘MY ACCOUNT’ and clicking ‘View Details’ on the relevant order. When any merchandise redeemed using Star Dollars to be returned, Star Dollars so used will be returned to the original Star Shopper account.
6. Shipping and Delivery
  • Are there delivery charges for online orders?
    Delivery service for Hong Kong orders is complimentary. For the rest of the world, delivery charges depend on the region that you are shipping to. Please visit our Shipping Information page for details.
  • Do you deliver outside Hong Kong?
    All merchandise in our eShop, with the exception of specified products, can be shipped internationally. For details, please visit our International Delivery page.
  • When will my order be delivered?
    We endeavour to dispatch all orders within 3 business days. Engraved items require an additional business day for processing. For details, please refer to Shipping Information.
  • How do I track my order?
    LOGIN to your account and click on 'My Orders' to check the status of your most recent orders.

    HK Customers:
    If you have a HK Local Delivery Order, you will receive a call from us one day before delivery to confirm the delivery time. If you selected the In-store Collection option, you will receive a 'Ready for Collection' email once your order is ready for pickup.

    International Customers:
    Once your order has dispatched, you will receive a 'Your Order has Shipped' email with a tracking number. With this, you can check the status via our carrier's tracking system.
  • Is my order insured?
    Yes. Chow Sang Sang insures each merchandise during the time it is in transit until it is delivered to you or is collected. We require a signature for any goods delivered or collected, at which point the risk of loss of the merchandise passes to you. If the recipient or collector is not the original purchaser, such as in the case of a gift delivery, then you agree that the recipient's signature shall constitute evidence of delivery and fulfilment of your order, as well as the passing of risk.
  • Do I need to sign to receive my order?
    All orders must be signed for at time of receipt and in doing so you accept the responsibility for the order from that moment on. If the recipient is not the original purchaser, such as in the case of a gift delivery, then the recipient's signature will be accepted by us as evidence of delivery and fulfilment of your order, as well as the transfer of responsibility.
  • Can I pick up my order at a Chow Sang Sang store?
    In-Store Collection is available at most Chow Sang Sang stores in Hong Kong. You will find the full list of stores at checkout, when you select your delivery method.
  • In-store Collection - When will my item be ready for collection?
    A 'Ready for Collection' email will be sent to you once your order is ready for pickup. Please note the following collection times*:
    • Order by 4pm, available for collection by 6pm, 1 business days later
    • Order after 4pm, available for collection by 6pm, 2 business days later

    *Please allow 1 extra business day to process orders with engraving.
  • What do I need to bring with me when I collect my order?
    When collecting your order or collecting on behalf of someone else, please bring a valid photo ID of yourself and a copy of the 'Ready for Collection' email (or show it to us on your phone or tablet). You will be required to sign for your order on collection.
  • Can I collect an order on behalf of someone else?
    Yes. To collect an order, please make sure you bring a valid photo ID of yourself along with a copy of the 'Ready for Collection' email, which you can present to us on your phone or tablet. You will also be required to sign for the order upon collection.
7. Reserve in Store
  • Which stores offer Reserve in Store service?
    Our Reserve in Store service is available at most Chow Sang Sang stores in Hong Kong. You will find the full list of stores when completing the reservation form here.
  • Is there a charge for the Reserve in Store service?
    No, Reserve in Store is a complimentary service.
  • How long are reserved items kept for the Reserve in Store service?
    Reserved items will be kept for 3 days from your appointment date and released thereafter if we do not hear from you.
8. Store Locator
  • What are the addresses and opening hours of your stores?
    Click here for the full list of our stores and their opening hours.