FAQ
Frequently asked questions
Below you will find answers to common questions about ordering, sizing, our products and care. If your question is not covered, please contact us—we respond within 1–2 business days.
Orders, Payment & Shipping
How do I place an order?
Select your item, choose size and quantity where applicable, and proceed to checkout. You will receive an order confirmation by email. Payment is processed through our secure payment provider.
What payment methods do you accept?
We accept major credit and debit cards, and other methods as shown at checkout. All transactions are processed in a secure environment. We do not store full card details.
In what currency are prices shown?
Prices are displayed in Hong Kong Dollars (HKD) unless otherwise stated. The final amount charged will be in the currency indicated at checkout.
Do you ship internationally?
Yes. Delivery options and timeframes depend on your location and are shown at checkout. Shipments may be subject to local customs and import duties, which are the responsibility of the recipient unless otherwise stated.
How can I track my order?
Once your order has been dispatched, we will send you a shipping confirmation email with tracking information where available. You can also contact us for an update.
Sizing & Fit
How do I find my ring size?
Use our Ring Size Guide to measure at home: wrap a string around the base of your finger, measure the length in mm, and match it to our size table. We recommend measuring in the evening when fingers are slightly larger. For the most accurate result, we offer complimentary sizing at our Hong Kong address—contact us to arrange a visit.
What if my size is between two sizes?
For comfort, we generally recommend the larger size for most styles. Wide bands (over about 6 mm) often need half to one size up. If you have larger knuckles, choose a size that fits over the knuckle. We can advise on specific designs.
Can my ring be resized?
Many SANSER rings can be resized within a range. Eternity bands, heavily set or engraved styles may have limitations. We offer one complimentary resizing within a set period for eligible pieces. Contact us to confirm whether your design can be resized and any cost.
Products, Certificates & Authenticity
Do your diamonds come with certificates?
Principal diamonds (typically 0.30 ct and above) are accompanied by GIA, IGI or equivalent laboratory reports. Melee and smaller accent stones are covered by our quality standards and, where applicable, batch or laboratory documentation. Certificates are provided with the piece at delivery.
What is the difference between natural and lab-grown diamonds?
Natural diamonds are formed in the earth over millions of years; lab-grown diamonds have the same physical and chemical properties but are created in a controlled environment. We clearly disclose the origin of diamonds in our product descriptions and documentation.
How are coloured gemstones and pearls described?
We disclose origin, grade and any treatments for principal coloured stones where known. Pearls (e.g. South Sea, Akoya) are described by type and quality. Significant stones may come with supplementary certificates or reports.
What metals do you use?
We use 18K yellow, rose and white gold, and platinum PT950. Metal content and fineness are stated on the product and in documentation. Rhodium-plated white gold may require periodic re-plating over time.
Care, Repairs & Services
How should I care for my jewelry?
Avoid contact with chemicals (perfume, cosmetics, chlorine), remove pieces during exercise and sleep, and store items separately to prevent scratching. For cleaning and storage guidelines by material, see our Jewelry Care page. We recommend an annual check for regularly worn pieces.
Does SANSER offer repairs and refurbishment?
Yes. We offer lifetime care services for SANSER pieces: setting checks, stone tightening, polishing, refurbishment and resizing where possible. Contact us to arrange an appointment or request a quote. Services for pieces not by SANSER may be considered on a case-by-case basis.
Can I have my piece engraved or personalised?
Selected styles can be personalised with engraving, stone choice or minor design changes. Submit your request via our Contact page; we will confirm feasibility, timing and any additional cost.
Returns, Exchanges & Guarantees
What is your return and exchange policy?
Unworn, unaltered items in original condition may be returned or exchanged within 7 days of delivery, subject to our returns policy in effect at the time of purchase. Custom-made, engraved, resized or personalised items cannot be returned unless faulty or not as described. See our Terms of Service for full details.
Do you offer a warranty?
We stand behind the quality of our craftsmanship and materials. Defects in materials or workmanship are addressed in accordance with our Terms of Service and applicable consumer law. Normal wear, loss or damage due to misuse are not covered. Contact us with your proof of purchase for any claim.
For detailed policies, see our Terms of Service and Privacy Policy.