Shipping policy

Transfer of Responsibility (FOB Shipping Point)

We take full responsibility for carefully processing, packing, and successfully delivering your order to the designated shipping carrier.

Our liability for the physical goods concludes the moment the shipping carrier receives and scans the package. At that point, the title of the goods and the risk of loss, damage, or delay during transit officially transfers to you, the customer. While we are committed to helping you resolve transit issues, we are not legally responsible for packages once they are in the carrier's possession.

Order Tracking

Once your order is handed over to the carrier, you will receive a Shipping Confirmation email containing your tracking number(s). The tracking link will typically become active within 24 hours of the carrier taking possession of the package.

Lost, Stolen, or Damaged Packages

Because responsibility transfers to the buyer once the carrier receives the item, we recommend the following steps if an issue arises during transit:

Damaged on Arrival: If your order arrives damaged, please save all packaging materials and damaged goods. You must file a claim directly with the shipping carrier using your tracking number.

Lost or Stolen: If your tracking information states that your package was delivered but you have not received it, please check with neighbors and building management. If it cannot be located, contact the carrier directly to file a trace or a lost package claim.

Support: While HK Jewels is not liable for lost or damaged goods post-handoff, we are happy to provide you with any necessary documentation (such as purchase receipts or carrier drop-off confirmations) to assist you in filing your claim.