FAQ
Here, you can quickly find answers to common questions such as orders, payments, deliveries, returns and exchanges.
Refund Policy
File refunds within 30 days via your account portal. Select items > ‘Return’. Include certificates and original packaging. Allow 3-5 business days for inspection before refund. Exclusions: custom pieces. Refunds exclude original shipping fees.
Full refunds require unworn items with intact security tags. Returns process in USD. Refund timing: Credit cards: 7-15 days, PayPal: 3-7 days.
Received jewelry you don’t love? Request gift exchange or store credit with gift receipt. Contact [email protected] with order# and recipient details.
Delivery Information
Choose express (2-5 days) or standard (10-14 days) at checkout. Express available via DHL/FedEx. Duties prepaid for EU/UK. Remote areas require +3 days. Holiday lead times: add 48hrs processing. All shipments include insurance coverage.
Track your package via emailed link after dispatch. Real-time updates with estimated delivery date. Enable SMS alerts in account settings. Cannot find tracking? Check spam or contact support with order#. Delays appear instantly in tracking portal.
Missing package? Report within 7 days. We’ll investigate with courier and reship immediately. Wrong delivery address? Email [email protected] with photo proof. For damaged packages: accept delivery and note ‘damaged’ on receipt before signing.
Shipping & Returns
1. Initiate return online 2. Print label 3. Pack securely with form 4. Drop at carrier. No return authorization needed for standard cases. Confirmation email upon warehouse receipt. Avoid delays: include original authenticity card in packaging.
Non-EU customers cover return shipping. Use tracked mail (DHL recommended). State ‘returned goods’ on customs form. We refund product value + original shipping within 24hrs of receipt. VAT refunds handled through your local customs.
Discover damage? Take clear photos before opening fully. Email evidence to [email protected] within 48hrs. We’ll overnight replacement before return. Special procedure for gemstone jewelry: required laboratory verification for insurance claims.
Payment Security
We use PCI-DSS Level 1 compliant encryption. Payment data isn’t stored – processed by Stripe®/PayPal®. Padlock icon confirms secure checkout. Verify authentication page: should show ahqone.com. Monthly security audits ensure protection.
Prices display in USD/EUR/GBP. Your bank converts at checkout. Avoid dynamic currency conversion (DCC) fees – select ‘pay in original currency’. Conversion rates differ daily. Best values when paying via PayPal balance.
Check card expiration dates first. Insufficient funds? Try partial payment by contacting support. Failed PayPal? Verify account confirmation. System blocks: clear browser cache or switch devices.
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