Shipping
Can ARLOS jewelry be shipped to my country?
We offer worldwide shipping and all orders are dispatched from our London or Hong Kong offices, depending on where the ordering customer is located.
*Due to the epidemic, the shipping fee for some regions will be adjusted. When paying on our website, the shipping fee required to deliver to each region will be displayed.
How long will it take me to receive my order?
When we confirm your order, it will normally take about 1 to 5 working days for your item to be dispatched. Shipping times may vary from country to country, estimated shipping times below:
| Hong Kong | 1 - 2 Days |
| Macau | 2 - 3 Days |
| China | 2 - 14 Days |
| Taiwan | 2 - 4 Days |
| Singapore | 5 - 7 Days |
| Malaysia | 5 - 7 Days |
| Australia | 5 - 8 Days |
| Other Countries | 5 - 10 Days |
These estimated delivery times do not include customs delays/product production time and delivery locations are not in remote locations. For delivery to remote areas, please note that this may take more time. Due to the current epidemic situation, express delivery may be delayed.
After the goods are shipped, we will notify the customer of the waybill information by email. The courier company or customs also have the opportunity to contact the recipient to provide additional information. For example, during the first shipment, the mail was returned due to the recipient's error or the courier company's inability to contact the recipient. We cannot bear the shipping cost of re-send, if re-send, the shipping cost shall be paid by the customer.
What is the method of pickup if I am in Hong Kong?
1) SF Express︰Directly delivered to industrial and commercial address/residential area/SF locker/SF station。
If you choose to deliver to the SF locker or SF station, please enter the code of SF's location in the address bar during checkout, and we will deliver the goods to the address of the code.
(Click to query: SF Locker's Location & SF Station's Location)
2) Pick up at our store︰After we confirm your order, we will notify you to pick up at the store when the goods are ready. Store address : Shop L313, The ONE, 100 Nathan Road, Tsim Sha Tsui, Kowloon, Hong Kong, open Monday to Sunday: 12:00 - 20:30.
(Click to query: Our Store's Location)
I just bought the product and I don't want it anymore, can I return it?
Please contact us if you wish to cancel or change your order prior to payment. If your order has already been paid, we regret that we cannot cancel or change your order as every one of our products is made for you.
What should I do if I find my package is missing?
If your package is lost on the way, please contact us immediately and we will do our best to resolve the problem. Please note that we are not responsible for lost or stolen shipments.
Does ARLOS products have warranty? What can I do if I notice a defect on a product?
Warranty Period: Six months from the date of purchase. Care covers defects in the manufacture of the product, i.e. scratches, handling or stitching on natural stone/leather/metal surfaces. Other parts other than the above are not included in the scope of maintenance. Maintenance also does not cover any accidental damage. Please note that this product is made of natural stone. Pores, textures and slight scars appearing on the leather surface are all natural phenomena. To perform a replacement under this warranty, please contact our customer support team. In the mail, write your name, address, order number and detail the problem.
Please note that even within the warranty period, a repair/replacement fee will be charged in the following cases:
- Malfunction or damage caused by misuse or neglect；
- Malfunction or damage due to unreasonable repairs or modifications；
- Malfunction or damage due to natural disasters；
- Appearance changes that occur during normal wear and aging. If the original cannot be used, the product may be replaced by a new one。
ARLOS will not be responsible for any additional charges for maintenance/returns or exchanges, including shipping, taxes or any other charges.
All replaced or repaired products must be complete with accessories before replacement or repair can be performed. In some cases, if there are missing accessories, you can choose to add new ones. The repair costs vary depending on the accessories. Please check with us.
Taxes and duties
All prices are exclusive of all taxes and duties applicable in countries other than Hong Kong. As the consignee, you may be responsible for all import duties, customs duties and local sales taxes imposed by the country you are shipping from. Import duty or tax costs will be invoiced directly to you and payment will be required to place an order with customs upon arrival. We cannot recommend this possible amount.