Frequently Asked Questions

Because each jadeite piece is natural and often unique, products without a quality issue, defect, incorrect shipment or other eligible problem are generally not eligible for return or refund.

Please review the product photographs, description, dimensions, material, treatment and certificate information carefully before ordering. See our Refund Policy for the full list of eligible and non-refundable situations.

This policy does not exclude any mandatory rights or remedies that cannot legally be excluded under applicable law.

We currently accept two methods:

• Online Banking Payment — pay through your online banking service using the instructions on the order payment page.
• Bank Transfer — transfer directly to the designated bank account of 香港雲帆贸易有限公司.

Full details are in our Payment Policy.

Uploading a receipt or screenshot does not by itself confirm payment. Payment is confirmed only after we verify the funds have been received in our designated account. We may ask for your order number as the payment reference to reconcile the transfer.

Yes. We ship to Europe, North America, the Middle East, Southeast Asia and other destinations where service is available, using air freight or sea freight. Import duties, VAT/GST and local charges are the customer's responsibility unless stated otherwise. See our Shipping Policy.

After order confirmation, payment verification and compliance checks, we prepare the shipment. Delivery time depends on the shipping method, destination customs clearance, carrier schedules and other factors, so dates are estimates and not guaranteed.

Where applicable, products may be accompanied by identification and/or certification information, shown on the product page and order documentation. You can verify a certificate number on our certificate verification page. A certificate should be read together with the product description and other available information.

Natural jadeite varies in color, texture, transparency and internal characteristics. Photographs can also vary slightly with lighting and your display device. These natural variations do not automatically mean a defect.

If we receive less than the amount due, we may ask for the balance before processing. If we receive more, we will contact you to arrange the appropriate treatment of the excess. Always include your order number as the payment reference.

We never ask for online banking passwords, PINs or CVV codes through the website, and we never change our bank account details through an unofficial email or message. If you receive such a request, contact us through the official website before paying. See how we handle personal data in our Privacy Policy.

We may apply customer verification, record-keeping and compliance review where required, including for high-value transactions and where jade falls within Hong Kong's regulated precious metals and stones framework. Details are in our Payment Policy.