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FAQ

Most Popular Questions

1) When would I receive my order?
All ground shipping orders are generally fulfilled and shipped within 3 – 5 business days from the purchase date. The processing time of personalized pieces may take longer though, and our support team would provide you relevant timeline details on shipping and delivery after the custom-made order has been confirmed. Please check your spam folder if you do not receive the shipping confirmation email.
2) How do I contact Monarque Jewellery for matters concerning press release?
For all forms of press inquiries, email us at info@monarquejewelry.com

Shipping

1) What major carrier(s) do you ship your orders through?
All Hong Kong and China orders are shipped via Hong Kong Speed Post. Overseas orders are shipped through DHL Express, FedEx or UPS.
2) Do you ship internationally?
Yes, we do offer worldwide shipping. Click here to see more details about our international order policies. All the prices on our website are displayed in US dollars and are inclusive taxes. All the relevant import taxes and duties are already included in the product price as well. We also offer secure one-step checkout payment methods, via credit card and Paypal for international orders.

Returns

1) I received my order but I want to return some of the items. So you accept partial returns?
Yes, of course! We understand that customers may change their mind occasionally. The company is happy to accept most of the unused and unworn merchandises with tags attached within 30 days from the shipping date, for full refund via lifetime store credits. Final sale items and personalized pieces, however, are not subject to refund or exchange. If you wish to return your order, please include the original invoice in the package as well. Without the order information, we would not be able to process your return. For Hong Kong and China shipments, your package would already include a pre-paid return label, ensuring utmost convenience when you return your purchase to us. Monarque Jewelry is not responsible for any lost return packages, and strongly recommends you to insure and track your packages.
Currently, we do not offer free return shipping for international orders. Click here to see additional details about our international order policies
2) Did you receive my return yet?
Once your returned package is received, you will receive an email notification from Monarque Jewelry. Please allow up to 10 business days after the package has been received for our returns department to refund via lifetime store credit. For more information on our return policy, please visit our return policy page.
3) How can I ship my return back to Monarque Jewellery?
For Hong Kong and China shipments, your package would already include a pre-paid return label, ensuring utmost convenience when you return your purchase to us. If you did not receive the label, you can contact us at info@monarquejewelry.com. Monarque Jewelry is not responsible for any lost return packages, and strongly recommends you to insure and track your packages. Currently, we do not offer free return shipping for international orders. Click here to see additional details about our international order policies. You are most welcome to use the shipping method of your choice.
Please send all the returns to the following address:
14/F, Flat F, Far East Mansion, 5 – 6 Middle Road, TST, Kowloon, Hong Kong
4) I can’t find my original invoice? What do I do?
Don't worry! Please print out your initial order confirmation email and send it with the returning package. Unfortunately, we are not able to process your return without this information.
5) Can I exchange the item for a different product from your website?
At this moment, we do not accept or handle exchanges. If you still have any queries or problems, please email us at info@monarquejewelry.com.

Payment and Billing

1) What payment methods do you accept?
As of now, we accept Visa, MasterCard, American Express and PayPal.
2) It seems like I have been charged multiple times. Please help me!
Unless you receive an order confirmation, we will not charge your credit card. If your credit card was declined, you may be seeing pending transactions for each payment submission. These pending transactions would be cleared up within three to five business days, subject to the bank processing time. You will always get an email confirmation once the order is successfully placed on the website. Please double-check the billing address before submitting the order.
3) Why is my credit card being declined?
Most credit cards are generally declined because the billing address would not match the address on the bank file. Please reconfirm before inputting the address and if you are still encountering difficulties, contact our support team through email or telephone.

Promotional Offers

1) Can I apply a promotion code to an order after it has already been placed?
Unfortunately, we are not able to retroactive promotional codes to already orders that are already placed and processed.
2) Are any items excluded from promotion codes?
Final sale items and personalized pieces are excluded from promotion. If you have questions about the exclusions, please email us at info@monarquejewelry.com.
3) How are the promotional discounts applied to my orders?
All promotional codes are applied based on the final subtotal of the order. For example, if you have a promotional coupon offering 10% discount, the percentage discount would be applied and deducted from the final order subtotal. Please bare in mind that final sale items and personalized pieces are excluded from promotional discounts.