Returns & Refund Policy

Returns

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 returns and exchanges requested within 7 days from the delivery date and under the following conditions:

1. Eligibility for Returns

All returned items must be:

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

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

 

2. Non-Returnable Items

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

 

Return Process

1. You must request a return authorization within 7 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 reply within 2-3 business days with approval and the correct return address once your request is approved. Please do not ship returns to the address printed on the package.

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. Please note that we do not provide return labels. Customers are responsible for all return shipping costs. We recommend using a trackable delivery service to ensure your package reaches us. And Taxes and duties on international shipments are non-refundable.

 

Refund

We will inspect the returned item within 3-5 business days after receiving it.

Once the inspected is completed, we will notify you of the approval or rejection of your refund.

Approved refunds will be issued to your original payment method within 7-10 business days. You will receive a confirmation email once your refund is processed.