Return and Refund Policy

Return Policy

We want you to be completely satisfied with your purchase from Hong Kong Solaire Limited (operating under the brand name "Oh My Gem"). If for any reason you are not happy with your order, we accept return requested within 14 days from the delivery date, subject to the conditions outlined below

1. Eligibility for Return

To be eligible for a return, all items must meet the following conditions:

  • Unworn, unused, and in perfect condition.
  • Return in original original packaging (including jewelry boxes, pouches).

Items that do not meet these requirements will not be accepted.

 

2. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Earrings: Earrings cannot be returned due to hygiene and safety reasons, unless they are faulty.
  • Jewelry sets: All product sets must be returned in full (all items in the set) to be eligible for a refund.
  • Sale items: Sale items, discounted items, final sale products, and limited edition products are not eligible for return.

 

3. Return Process

To initiate a return or exchange, please follow the steps below:

1) You must request a return authorization within 14 days of receiving your order.  Please contact our customer service team at service@ohmygem.com with:

  • Your order number
  • Reason for return
  • Photos ( if item is damaged or incorrect)

2) Our team will review your reques and respond within 2 to 3 business days with approval and the correct return instructions. Once your return request is approved, returns should be sent to the following address:

Company Name: Hong Kong Solaire Limited (operating under the brand name "Oh My Gem")
Email: service@ohmygem.com
Tel: +852 57031788
Contact Person: Gemcy
Address: RM 102, 1/F, The Cloud 111, Tung Chau Street, Tai Kok Tsui, Hong Kong

Please do not send returns to the address printed on the original packkage without prior authorization. 

3) Please ensure that you do not accidentally include items not from Hong Kong Solaire Limited (operating under the brand name "Oh My Gem") in your return package. We are not responsible for sending such items back to you.

4) Return shipping costs are the responsibility of the customer.
    We do not provide prepaid return labels.
    We strongly recommend using a trackable shipping service, as we are not responsible for lost return shipments.
    Taxes, duties, and international shipping fees are non-refundable.

 

Refund Policy

Once your return is received, it will be inspected within 3 to 5 business days.

  • If approved, returns will be issued to the original payment method within 7 to 10 business days.
  • You will receive a confirmation email once your refund has been processed.

Please note that original shipping fees are non-refundable.

 

Updated on 8th, February, 2026
Best Regards
https://ohmygem.com/