Frequently Asked Questions

Can we see the prices in another currency?

All product prices in and transactions conducted on Kith & Kin are in Hong Kong Dollars.  For your convenience, we provide a drop-down menu on the top of each page so you can estimate product prices to a local currency.  When you Checkout, the product prices will revert back to Hong Kong Dollars.

Please note that the local currency prices should be considered estimates only, as they may reflect the conversion rate that your financial institution uses.

 

Do you customize jewelry?

We do not offer customization services at this time.

 

The product I want is sold out

If the item you would like to purchase is sold out, simply click on the item and colour and you can enter your email in the box on the page so we can notify you when it comes back in stock.

 

Do you have gift wrapping?

All Kith & Kin jewelry pieces are individually packaged in a Kith & Kin branded box and wrapped securely and packaged for shipment.

 

Do you offer international shipping?

The countries we normally ship to are listed in the International Shipping & Delivery page.   If your country is not listed, please email us at hello@wearekithandkin.com and we will try to find a delivery option for you.

 

Do you offer free shipping?

We offer free standard shipping to Hong Kong, Australia, Canada, Denmark, France, Germany, Japan, Macau, Netherlands, New Zealand, Norway, Singapore, South Korea, Sweden, Switzerland, United Kingdom, and the United States.

We also offer free Express Shipping via courier if your purchase reaches our minimum spend.

Please refer to our International Shipping & Delivery page to find out if your purchase qualifies.

Sometimes, we do offer free shipping so join our newsletter or like our Facebook page to be the first to find out when free shipping promotions are on!

 

What if I need to change the delivery address?

Fulfillment of your order typically takes one (1) business day.  Until your order has been fulfilled, you can send any change of address request to hello@wearekithandkin.com quoting your order number, original delivery address and revised delivery address.  If there is any impact on delivery costs, we will let you know.

 

Are duties and taxes included?

No, duties and any taxes or handling charges by our couriers are not included in your purchase price and will need to be paid separately if these apply to your country.  Please check out our International Shipping & Delivery page.

 

What payment methods do you accept?

All payments are in Hong Kong Dollars and are exclusive of duties, any taxes and handling fees.  We accept payment via most credit cards Visa, MasterCard, American Express, PayPal and Apple Pay.

 

Can I change or cancel my order?

If you wish to change or cancel your order, please email us at hello@wearekithandkin.com.  If your order has already been shipped, we will not be able to cancel your order and  you are liable for the product and shipping cost.   If you are unhappy with your purchase, you are able to return your product if you meet our Returns Policy.

 

How can I tell if my order is confirmed or processing?

Immediately after you have placed your order, you will receive an email from us confirming that we have received your order.  Our warehouse will typically fulfill your order within one business day and confirm this with another email.  From that point onward it is sent to the shipper, and ultimately, you.  You can find more information about ordering on our Ordering & Payment page.

 

My order hasn't arrived yet

You can find more information on our Ordering & Payment page.

 

Do you offer exchanges?

Unfortunately, we don’t offer product exchanges but if you’re not happy with your purchase, you are able to return your purchase if it meets our Returns Policy.

 

I’ve been approved for a refund, but I haven’t received it.

If you haven’t received a refund yet, first check your bank account again, and then contact your credit card company.  Note, there is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please email us at hello@wearekithandkin.com.

 

My purchase was damaged on delivery

Our apologies if your purchase did not arrive as you expected.   We will be happy to exchange your item(s).  Simply email hello@wearekithandkin.com and include your order number, photo of the damaged goods with tags attached and we will send you instructions on how to proceed.

 

How do I look after my jewelry?

Check out our Jewelry Care page for tips on keeping your jewelry looking its very best.

 

Do you only sell necklaces or will you have other products available?

Currently, we are only selling necklaces but hope to include other items soon. Please subscribe to our newsletter at the bottom of this page to hear first about new products!

 

Where is the marking for 925 Sterling Silver?

All our  necklaces include a subtle “925” mark on the clasp of the necklace.

 

How do I sign up for a newsletter?

We’re happy you want to join the family!  By signing up, you can hear about new product launches and special discounts.  Input your email address in the Newsletter Signup form at the bottom of any page.

 

Why should I create a Customer Account?

A customer account allows you to review your purchase history, automatically fill out your billing and shipping address for future orders, and join our mailing list.

 

How do I create a Customer Account?

There are two ways:

  1. Click “Log In” which appears in the header above every Product or Collection page, and follow the instructions on the right for New Customers.
  2. After the checkout process is completed, you will receive a follow-up email to activate your Customer Account. Please make sure that you entered your correct email address during the order process.

 

I forgot the password to my account.  How can I reset it?

Click “Log In” at the top of any page, and you can reset your password.  Please make sure to use the same email address as your customer account.  If you have any problems, email us at hello@wearekithandkin.com and we will send you a link to reset your password.