F.A.Q.

You may want to know about ...
SHIPPING
PACKAGING
PAYMENT
CUSTOMS DUTIES
CARE ADVICE
RETURN
HELP & CONTACT
 
 
SHIPPING

WHERE DO YOU SHIP TO?

We are happy to ship worldwide from Denmark with tracked delivery.

HOW MUCH DOES IT COST?

FREE shipping to worldwide.

Denmark

Cost: FREE

Parcel type: Registered mail with tracking number

Estimated delivery time: 2-4 working days

 

Europe

Cost: FREE

Parcel type: Registered mail with tracking number

Estimated delivery time: 3-10 working days

 

Rest of the world

Cost: FREE

Parcel type: Registered mail with tracking number

Estimated delivery time: 5-15 working days

Please note: Parcels to United States, Canada, Australia, New Zealand, Singapore, Thailand typically arrive in two weeks. Parcels to Asia, South America, and the Middle East may take longer than two weeks.

PACKAGING

HOW ARE THEY PACKED?

All POPORCELAIN jewellery is neatly packaged with a gift box. Your purchase receipt will also come with your parcel. If you would like to send the package as a gift without any price receipt, or wish to leave a gift message inside the parcel, please contact us. We would be very happy to do that for you.

To avoid any damage during the shipping, extra protection materials (such as bubble-wrap or foam) may be added into the parcel. You can remove them after you receive your item. However, please reuse the protection materials in the same way if you plan to return the jewellery, although we hope this will not be necessary.

 
 
PAYMENT
HOW TO PAY?

The payment can be done by credit or debit cards or via PayPal or Alipay.

IS IT SECURED? 

Payments with credit and debit cards are done through our website’s specialised partner Stripe, who provide security without any hassle. Stripe hold Level 1 PCI Service Provider certification, the most stringent level of certification.

Payment with PayPal is done through PayPal Holdings, Inc., who have provided world-class online money transfer for individuals and businesses over the years. Your payment will be perfectly secured.

CUSTOMS DUTIES
WHO PAYS CUSTOMS DUTIES?

Shipments outside the EU area may incur customs duties depending on the destination country. The fee may vary depending on your order value and your country limits. Buyers are responsible for any incurred customs duties and fees.

 
 
RETURN POLICY
CARE ADVICE
 
HOW TO TAKE CARE OF MY JEWELLERY?

Gold- or silver-plated colour will fade over time. This is a normal result from long-term wear and contact with air. However, with careful handling they can have a longer life. Here are some care tips for you:

 

  • Please avoid direct contact with water and chemical products, such as soap, perfume, hand cleaning gel, oils, make up, moisturisers, etc.

  • Please do not wear jewellery while swimming, showering or raining. Use a soft cloth to dry them if they get wet. 

  • Please do not yank and pull chains or components.

  • For the porcelain part, please avoid impact with hard surfaces and sharp objects as they are fragile material. Unlike plating metal, porcelain can last for an extremely long time, even hundreds of years.

  • Please store the jewellery in a dry place such as your bedroom, and not the bathroom. We recommend storing the jewellery in its original packaging to avoid being damaged or scratched.

WHAT IF I DON'T LIKE MY JEWELLERY?

We would feel very sorry to hear that you are unhappy about the purchase, but we are still pleased to offer a 14-day return/refund policy.

You can return your item within 14 days after you receive your order. Please contact us with your return reason and to request the return address. The cost of return shipment is at the expense of the buyer.

The parcel must be returned protected in its original packaging. Please note that we cannot refund you if the received item was damaged or got lost on the way back, so we strongly recommend you to use a trackable carrier.  

Earrings for pierced ears are non-returnable for reasons of hygiene and safety.

Once we have received your parcel we will refund your order as quickly as we can. The refund will be made using the original payment method.

 

WHAT IF I GOT THE WRONG ORDER?

Although we take extreme care with each order, double-checking every order before dispatching, on very rare occasions an order may be wrong.

If this should unfortunately happen, please contact us via email. We will kindly ask you to return the faulty item(s), and we will happily pay for the return postage. You can then decide whether you would like to be fully refunded or receive a new item in perfect condition.

CAN I EXCHANGE MY ITEM FOR ANOTHER ONE?

You can exchange your jewellery for a different size or colour, where available, within 14 days of receiving the order. The cost of return shipment will be at the expense of buyer. 
Only one exchange per order is accepted. If the item you wish to exchange is no longer available, you will receive a refund instead. 

NEED MORE HELP?

We are always happy to hear from you. If you have any more questions, sales, press or collaboration requests, please feel free to contact us via our email: hello@poporcelain.com

HELP & CONTACT
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