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Frequantly Asked Questions

Below are sets of frequently asked questions and their answers have been sorted into categories. Please use the menu below to go directly to that category, or simply browse the page to find the question you have.

If you have any inquire or concern about our product, our website or our services, and that is not listed below, please contact our customer care team by using our dedicated support section. Contact us. We guarantee to reply you within 24-48 hours. (Monday-Friday, exc. Public holiday in china.)


  1. Order Queries
  2. Account Queries
  3. Payment Queries
  4. Shipping
  5. Return & Exchange
  6. General Queries

Order Queries

1. How to shop at OKAJewelry:

2. I just placed an order. How long will it take to process to shippment?

Okajewelry guarantee to ship the parcel within 24h after payment has been received. Please click here to check your order status. However, in some cases, such as pre-order or when an item is out of stock, it may take longer to complete your order. If such an event was to occur, we will contact you as soon as possible.

3. Can I cancel an order I placed by accident?

If your order has not yet been dispatched, you should be able to cancel your order. Please click here to check your order status. If your order is marked "Awaiting Payment" or "Awaiting Fullfillment" you may contact our customer care team to have your order cancelled. However if your order appears as "Completed" or "Shipped", you can only complete a return.

Account Queries

4. Do I need to creat an account to place an order?

Yes, you do need an account to purchase at our site.
With an OKAJewelry account you’ll be able to enjoy the following shopping conveniences and benefits with our Okajewelry account:

To creat an account, simply click on My Account and then Click here to creat a new account to fill out your personal details.

5. I am having trouble logging into my account?

You need to login using your full e-mail address (example: john@smith.com) and password that you registered with. Please ensure you spell both correctly and do not have your Caps Lock key enabled. If you are still unable to log in, please contact us using the forms provided. We will help you get up and running.

6. I forgot my password?

To get back your password, you need to access to the mail box which you used to register your account. Please click here to start the forgotten password process.

7. I forgot the e-mail address I used to register?

Unfortunately it may be best for you to simply register another account with us. Due to security concerns with account hijacking we may be unable to help you reclaim access to your account. However, please feel free to contact us by filling out the contact form or sending us a email customercare@okajewelry.com and tell us about the problem.

Payment Quiries

8. What payment methods does OKAJewelry accept?

At OKAJEWELRY, you can pay with your VISA credit card or your Paypal account for the moment. Other payment methods will soon be available.

9. How can I use Paypal to purchase?

PayPal is a money transfer site which allows an individual to send funds to others or make online purchases. PayPal is a popular site for transferring money online, More Detail available at http://www.mahalo.com/how-to-use-paypal-basics-and-beyond/

10. Is it safe to use my credit card online at OKAJewelry?

Our payment gateways offer the best in SSL encryption technology and process hundreds of thousands of transactions daily, so you can rest safely by knowing that your banking details are being transferred safely and securely. All transactions re processed using a secure online payment service and at no point do we keep your card data on file.

11. How is sales taxes and/or VAT paid?

The product price you see in OKAJewelry already include such taxes and the final price you pay at checkout will be final. However, please be aware that some countries may charge a customs import duty tax that is your responsibility, please check with your local customs office for further information


12. Which countries do you ship to?

We ship world wide. There may be particular destinations that we might require additional information to ship to. However, if such cases were to occur, we will get in touch with you as soon as possible.

13. What shippment methods do you have?

There are three shipping classes available. For Air mail and Registered air mail, we use HongKong Post Airmail as standard shipping, which will be delivered in your country by your local or government postal agency, such as USPS, Royal Mail, ChronoPost, etc. We also use either DHL or UPS for express shipping. You may choose what courier you wish to use during checkout. Please note that delivery costs will differ depending on the options you choose and the cost of the items you are paying for.

14. How can I track my parcel?

If your order is shipped using standard or free shipping, your item cannot be traced once it has been dispatched. The postal service does not provide tracking details for these packages and neither we nor yourself can track them once they have left our warehouse. Packages sent using registered or express shipping can be traced using the tracking/consignment numbers you were provided with in the product dispatch e-mail, or by visting your Completed Orders page in your My Account section.

Please use the following websites to track your items, for HongKong Post please click here, for DHL packages please click here and for UPS packages, please click here. When tracking registered airmail via China Post, please allow up to 7 working days for details to appear in the system. If you are asked for an Enquiry Reference Number it usually means details of your package are not yet available, so please try again in a few days time.

15. My order is dispatched amount of days ago and I still haven’t received it.

If you chose standard or free shipping for your order, the delivery time usually take between 1-3 weeks, and in some cases even more. There is no way to track standard shipping items.

If you chose express shipping, you can track your items using the details provided (please see Delivery question #13 above).

Should your item be taking even longer than expected, please email us by clicking here to get in touch and we will do our best to help you.

16. My order arrived broken or faulty or with item missing?

If these very rare cases were to happen, and you notice any immediate damage or item missing (parts of your order be missing whilst appearing on the invoic), before signing for your delivery (express shipping only). we strongly suggest you do not sign for the package and instead inform the courier of the problem and have him send the package back to us. Meanwhile, contact us immediately to inform us the problem occurred. Our customer care team will help you to settle it.

Return & Exchange

17. How do I return & exchange an item?

You can return your item without indicating any reason within 7 days. For all the returns, an RMA number is needed to be written on the return form before reship to us together with the item. Please note that we only accept normal air mail or a relevant mailing class.

Please click here to see all the detail of our return & exchange policy.

18. Will I be refund of the full value of my order?

Your refund will be either credit to your original purchaser’s credit card or to your OKAJewelry accout as store credit and the shipping cost will be include for the faulty item. However, for the items return for other reasons, the shipping fee will be return but with a plafond of 5$.

General Queries

19. I’ve got a problem…… Help me!

We're here to help! If at any time you'd like to get in touch, please use the contact forms provided. We'll do our best to get back to you within 24-48 hours.

20. Do you have any warrantly and guarantee on your products?

All the products we sell are products that believed to be of high quality and well picked. We routinely check the quality of our entire range of stock and never knowingly send out damaged or faulty goods.

Also we have a standard 7 day return policy in which any product can be returned without exception. If for some reason your product arrives defective; you may return it within these 7 days and request a refund or replacement. However, if the item is not faulty and you simply changed your mind wanting a refund, please note that we will refund you the shipping fee but maximaly to $5 and it is your side to cover the exceeding shipping fee.

21. Is my personal information kept private?

We guarantee that your personnal information is kept private and confidential. We take privacy as serious as you are and at no point shall we share or sell it. To register at OKAJewelry, we need the information of your name, mailing address and email address. They are exclusively used to proceed the order and under your consent. When processing your order online, we require your ordering data, these details may be shared with a credit reference agency to verify your order only when necessary.


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