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1. Placing an order
Do I need to set up an account to place an order?
Yes, membership account is mandatorily required. Upon successful registration, you will immediately enjoy the many attractive benefits offered.
Can I order by phone?
For your security, we currently cannot place an order for you by phone. However, should you experience any difficulties during checkout, 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. 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.
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, please feel free to contact us . Our Customer Service Representative will contact you shortly to find a piece that matches your requirements.
Can I order a gift online?
Yes, ordering a gift online is easy. Simply choose your gift item and proceed to checkout. The jewellery will be gift wrapped and safely delivered to the designated address.
I’m based in Hong Kong SAR, but can’t seem to place my gift order for delivery in Mainland China. What should I do?
In order to ship a gift to a different country/region, please change the site to your destinated country/region before placing the order. For example, if you are in Mainland China and buying for a friend in Hong Kong SAR, you must select our Hong Kong SAR website first. If you would like to ship to Mainland China, please click here to visit our Mainland China site.
2. Payment
We accept the following payment methods on our site:
Hong Kong SAR and international orders:
- Visa
- MasterCard
- American Express
- Alipay
- PayPal*
All payments will be charged in Hong Kong Dollars (HKD).
*Paypal is not accepted for In-Store Collection orders.
Mainland China orders:
Please refer to our Mainland China site for more information
3. Pricing
All merchandise offered on our website is available at the same price in our stores. However, from time to time we may run different promotions or special offers exclusive to our website that do not apply in stores, or vice versa.
Owing to fluctuations in prices of precious metal and gems, prices on our website are subject to change without notice. Please expect to be charged the price for the EMPHASIS merchandise you buy as it is listed on the day of purchase.
4. Shipping information
4.1 In-Store collection
In-store Collection is a complimentary delivery-to-store service available at all EMPHASIS stores in Hong Kong SAR. You will find the full list of stores at checkout, when you select your delivery method.
How do I collect my order?
When you collect your online order, please bring the original copy of your identification document of yourself or the person collecting for you and a copy of the ‘Ready for Collection’ email (this can be printed or displayed on your phone). You will be required to sign for your order upon collection.
Can I collect the order on behalf of the receivers?
Yes. Please ask the receivers to contact CS for the arrangement first. When collecting the order at store, the collector will be asked to present the original copy of his/her identification document, along with a copy of the ‘Ready for Collection’ email sent to the receiver. The collector will be required to sign for the order upon collection
How long will my order be kept for?
If your order isn’t collected from our store within 90 days, then it will be returned and refunded.
How will my online order be packaged?
Your order will be packed in EMPHASIS’s signature jewellery box.
When will my order be delivered?
Before we ship out the order, we may need to confirm additional details with your card issuer. After the details is confirmed, it normally takes two business days to process and ship out the order. This can take slightly longer during sale period. Adverse weather conditions are also not factored into delivery time and may cause delays.
How do I track my order?
Once your order is submitted, you will receive an acknowledgement email with an estimated delivery date. You can also check the order status online by logging into ‘ My Account’, followed by ‘My Transaction Record’.
4.2 Hong Kong SAR local delivery
Delivery times and costs
Once your order is ready, we will contact you to confirm the delivery time on the day we deliver. Parcels will require a signature and presentation of your valid ID on delivery. If you are out when the carrier attempts to deliver your parcel, they will contact you at a later time to arrange a new delivery date.
Delivery Hours
Monday to Friday between 9am and 6pm (excluding Public Holidays)
Delivery may be cancelled in case of adverse weather conditions. In such cases, we will be in touch with you as soon as possible to set up a new appointment.
How will my online order be packaged?
Your order will be packed in EMPHASIS’s signature jewellery box, and then placed inside a brown cardboard box for added protection during delivery.
When will my order be delivered?
Before we ship out the order, we may need to confirm additional details with your card issuer. After the details is confirmed, it normally takes two business days to process and ship out the order.
How do I track my order?
Once your order is submitted, you will receive an acknowledgement email with an estimated delivery date. If you wish to check the status of your order, please contact us for details.
4.3 International delivery
Delivery times and costs
We offer delivery to over 40 destinations worldwide. Select your shipping destination from the drop down to see estimated delivery times and cost.
| Delivery Mode | Cost | Delivery Time |
|---|---|---|
| Priority | - | - |
Parcels will be dispatched within two business days after the order is placed. Once your order is ready for dispatch, you will receive a 'Your Order has Shipped' email with a tracking number. You may track the order status with the tracking number in our carrier's tracking system.
Please note your parcel may be subject to duties, taxes and other additional charges depending on your shipping destination.
Shipping Restrictions
Due to product design characteristics and international trading agreements, shipping restrictions are applied to some brands and products. A product that is restricted to be shipped to your country will be indicated in your shopping cart.
Please note that products shipped internationally may not be designed in accordance with destination country standards, specifications, and labelling requirements. The customer is responsible for determining the products can be lawfully and legally imported into the destination country.
How will my online order be packaged?
Your order will be packed in EMPHASIS’s signature jewellery box, and then placed inside a brown cardboard box for added protection during delivery.
When will my order be delivered?
Before we ship out the order, we may need to confirm additional details with your card issuer. After the details is confirmed, it normally takes two business days to process and ship out the order. This can take slightly longer during sale period. Adverse weather conditions are also not factored into delivery time and may cause delays.
How do I track my order?
Once your order is submitted, you will receive an acknowledgement email with an estimated delivery date. You can also check your order status online by logging into ‘ My Account’, followed by ‘My Transaction Record’. re-directed to the respective carrier’s website, where you can track the delivery status.
Is my order insured?
EMPHASIS insures every package against theft and accidental damage while in transit, until it is delivered to you or is collected. We require a signature for any goods delivered or collected, at which point we are no longer responsible for your purchased goods. 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, and is accountable for the merchandise.
My package arrived damaged, what should I do?
Please refuse the shipment and notify us immediately at cs@emphasis.com, or +852 2192 3228. Please retain all packing materials unless instructed otherwise by us.
5. Duties & taxes
Duties and taxes are calculated according to your selected shipping destination. Select your destination country and region in the table below to find an estimation of duties, taxes and other additional charges you may be subject to.
| Estimated Tax & Duty | Remark |
|---|---|
| - | - |
*Estimated duty and tax rates are for reference only. The actual amount charged by customs may differ from the rates listed above.
Product prices displayed on our website are exclusive of all duties and taxes. When making a purchase, the receiver will be responsible for the required duties and taxes levied by the destination country.
At checkout, an estimated duty and taxes will be provided for reference; however, the actual amount charged by customs may differ from our estimation.
Payment of these charges is necessary to release your order from customs. Our courier, will contact the package receiver locally with details of any import duty or additional handling charges to be paid. All duties and taxes are non-refundable.
For further details, please contact your local customs office.