Shipping Policy

Local Delivery Service (For orders delivered within Hong Kong)：

All EZJADE products qualify for free delivery* if the total order amount^ reaches HK$10,000 and the delivery address is located within Hong Kong. Delivery takes approximately 2 to 3 working days.

» If the total order amount^ is less than HK$10,000, parcels will be sent via SF Express on a freight collect basis (delivery fees to be paid by the recipient).
» Orders with a total amount^ of HK$10,000 or above are entitled to complimentary SF Express delivery @ (to SF Stores, SF Smart Lockers, SF Service Points, commercial, industrial or residential addresses#), as well as dedicated delivery for commercial and industrial areas.
» Crystal strings and crushed stone products are excluded from free delivery. Such items are only available via SF Express freight collect or in-store self-pickup. Your kind attention is appreciated.

You may look up the nearest SF Express service outlet via the official link below:
（http://www.sfexpress.com/hk/tc/dynamic_function/S.F.Network/SF_store_address/）
Please state the outlet number and full address in the order remarks for collection. Thank you.

Global Delivery Service (For orders to Mainland China, Taiwan, Macau and other overseas regions)：

EZJADE offers worldwide delivery services.Whether you purchase goods for personal use or as gifts for overseas family and friends, our appointed couriers will deliver your orders punctually. Standard delivery takes 14 to 30 working days, subject to local regulations of the destination country or region.

Additional delivery fees apply to all EZJADE bracelets, pendants, rings and earrings (excluding ornaments and crushed stone products) shipped outside Hong Kong. Delivery fees are determined by the weight and dimensions of individual items.

Product Ownership, Import Documents & Related Charges upon dispatch by EZJADE, the legal title and risk of loss of the products shall be transferred from EZJADE to the buyer. We will deliver goods in accordance with your instructions.

Product ownership, import documents and fees

For shipments to destinations outside Hong Kong, you may be required to pay additional fees and taxes, or complete registration and apply for import permits at the destination or transit locations. All such charges and document requirements are governed by local laws. EZJADE has no control over these expenses and shall not bear any legal liability for relevant fees or document application procedures.

By completing the order process, you acknowledge and accept all terms herein, and take full responsibility for all extra fees, taxes and import document applications related to the shipment. In the event a parcel is returned, the legal title of the goods shall revert to EZJADE. We will deduct 30% of the total order value to offset shipping losses.

Order Splitting：

To comply with local laws and restrictions of different destinations (e.g. weight or order value limits), EZJADE reserves the right to split orders or arrange separate shipments on different dates. All tracking numbers will be sent to you via email.

Delivery Notification：

Once payment is fully confirmed, most orders will be dispatched within 3 working days. The notification email will include delivery details, order tracking numbers and links to the courier’s official website for online tracking.

Delivery Lead Time：

We will arrange packaging and shipment promptly after receiving your order. You may expect to receive the products within 14 to 20 working days.
Note: The actual delivery date is subject to customs clearance and local delivery conditions. All stated delivery times are estimated only. EZJADE shall not be liable for delays caused by customs policies or tariffs. International delivery may also be prolonged during peak periods including Christmas, Lunar New Year, Easter and other long public holidays. While we cannot guarantee zero delays, we will strive to process and ship all orders as soon as possible.
EZJADE’s working days refer to Monday to Friday (Hong Kong Time, 00:00 – 19:00), excluding Hong Kong public holidays. - Orders placed Monday to Friday will be processed and dispatched on the next working day. - Orders placed on Saturdays, Sundays and public holidays will be processed and dispatched on the immediate subsequent working day.
If any item in your order is out of stock, we will ship the remaining items without prior notice. Restocked out-of-stock items cannot be delivered separately afterwards. Please place a new order for repurchase.

Undeliverable Orders：

Parcels may be returned due to incomplete delivery addresses, PO boxes, hotel addresses, repeated failed delivery attempts, recipient’s refusal to pay taxes, refusal to present identification or complete customs declaration, or refusal to accept the parcel. When parcels are returned to us, we will deduct the original delivery fees, handling charges and 30% of the total product value as return processing fees from the refund. The remaining amount will be refunded via your original payment method, including credit card, RMB bank card, PayPal or Alipay. For payments made via credit card, PayPal or Alipay, foreign exchange rate fluctuations between payment and refund dates may result in gains or losses. EZJADE will not compensate for any exchange differences. Credit card refunds may take approximately 2 months due to card issuers’ billing cycles. PayPal and Alipay refunds may take around 20 days for internal processing. We provide re-delivery service for returned parcels, and all re-delivery fees shall be borne by the buyer.

#Important Rule: All Sales Are Final After Dispatch#

Delivery Arrangements：

For orders eligible for free delivery, we will use our in-house logistics or SF Express according to product size and weight.
Extra charges apply for any special delivery requests.
In-house Logistics Notice: Our in-house service does not support scheduled delivery times. Additional fees are required if you need delivery at a specified time.

Self-Pickup Rules：

Purchase Guidelines

In-store viewing by appointment only:

Please book an appointment via WhatsApp in advance.

In-house Workshop in Mainland China:

We operate our own workshop to provide genuine first-hand supplies. No verbal reservation is accepted. Goods will be released only upon full payment, on a first-come, first-served basis.

Our Cooperated National Master Carver

We work with renowned jade carver Mr. Xiao Yang. With over 20 years of professional experience, he inherits traditional jade carving techniques and holds the honorary title of National Senior Master Carver.
His works have won numerous national prestigious awards. Every piece of natural jade is endowed with unique lasting value through his craftsmanship. Custom private carving service is available for customers.

Natural Grade A Jadeite

All our products are 100% natural Grade A Jadeite. Full refund will be offered if any product is proven non-Grade A. All sales are final once goods leave our premises; no return or exchange will be accepted.

Jadeite Appraisal Certificates

All jadeite products come with official Hong Kong Jade Appraisal Certificates.
If you request additional certification, customised products or polishing modifications, the delivery lead time will be extended based on actual circumstances.

Return & Exchange Rules for Defects

No return or exchange will be accepted for non-major defects. Colour discrepancies may appear between photos/videos and actual products due to different device displays and shooting environments. As natural minerals, jadeite may naturally contain ice cracks, cotton inclusions, colour veins, fine lines and mineral spots. These are inherent characteristics of natural jadeite and not regarded as defects.

Fully Handcrafted Products

All loose gemstones and inlaid jewellery are handmade. Slight differences in shape, minor uneven polishing, tiny pits or subtle asymmetry on details are normal for handcrafted items.

Return & Exchange Policy

Out-of-Stock Arrangements

If an item is out of stock, we will first attempt to restock it. If restocking is unavailable, you may choose to exchange for other products or request a refund within 14 working days.
If your original order includes cash discounts and you opt for partial shipment of in-stock items, such discounts may become invalid, or relevant deductions will be applied for refunds of out-of-stock goods. For orders with cash discounts on regular-priced items: If we ship available goods first and out-of-stock items cannot be restocked eventually, you may use the corresponding balance to purchase other products.
Partial items being out of stock does not entitle you to cancel the entire order. Refunds are only applicable to out-of-stock items.

Refund Terms

Please consider carefully before placing orders. Refund requests based on personal preference or ordering errors will not be accepted.
If you find product quality issues upon receipt, please contact our staff within 3 working days. No return or refund claims will be accepted after this period.
For product exchange or maintenance requests, we will only act as an intermediary to connect you with suppliers. We do not provide in-house maintenance or repair services.

Lucky Draw Gifts

All prizes from live stream lucky draws will be sent to winners via a dedicated gift order link on Facebook Messenger. Winners must click the link to create an order, and may choose either in-store self-pickup or freight collect to receive the prize.

Privacy Policy

Welcome to EZJADE (hereinafter referred to as "this Website"). To help you use our services and information with full confidence, we set out this Privacy Policy to protect your legitimate rights. Please read the following terms carefully.

This Privacy Policy governs our handling of personally identifiable information collected when you use website services. It does not apply to external hyperlinks on this Website, nor to personnel not authorised or engaged by us for website management.

When you visit or use services on this Website, we may request necessary personal information based on service requirements. Your personal data will only be processed and used for the stated purposes, and will not be used for other intentions without your written consent. When you use interactive functions such as message boxes and online questionnaires, we will retain your name, email address, contact details and usage time. During general browsing, our server automatically records browsing logs including your device IP address, access time, browser type and click records. Such data is used solely for internal service optimisation and will never be disclosed to the public. We conduct statistical analysis on questionnaire data. Results are presented as aggregated statistics without revealing individual personal information, and may be published for internal research purposes when necessary. You may submit requests to correct or delete your inaccurate or incomplete personal data via the contact channel stated below.

Our servers are equipped with firewalls, antivirus systems and comprehensive cybersecurity measures to protect the Website and your personal data. Access to personal information is restricted to authorised staff bound by confidentiality agreements. Any breach of confidentiality will result in legal action. If we engage third-party service providers for business operations, we will strictly require them to abide by confidentiality obligations and conduct regular compliance inspections.

This Website contains links to third-party websites. Please note that this Privacy Policy does not apply to external sites. You shall refer to the privacy policy of the respective third-party website.

We will never sell, rent, exchange or disclose your personal information to any individuals, organisations, private enterprises or government authorities, except under the following circumstances permitted by law or contractual obligations:
The situations mentioned above include, but are not limited to:

With your written consent;
As required by applicable laws and regulations;
To eliminate threats to your life, personal safety, freedom or property;
Cooperating with government bodies or academic institutions for public interest statistics or research, where data is fully anonymised;
When your conduct violates our Terms of Service and disclosure of personal data is necessary for identification, contact or legal proceedings;
It is in your best interest.
For the protection of your legitimate rights and interests. We will conduct strict supervision over any authorised third parties entrusted to collect, process or use your personal data.

To deliver optimal services, this Website will place and access Cookies on your device. You may disable Cookies by raising the privacy level in your browser settings. Please note that disabling Cookies may affect the normal operation of certain website functions.

This Privacy Policy may be updated from time to time. Revised terms will be posted directly on this Website.

For enquiries about this Privacy Policy, or requests to amend or remove your personal data, please email us at: ezjade2022@gmail.com ezjade2022@gmail.com