FAQ
SHIPPING & RETURNS POLICY
配送与退换货政策
配送与退换货政策
Complimentary Global Shipping & DDP
全球尊享免邮与完税交货 (DDP)
全球尊享免邮与完税交货 (DDP)
At He Yi Jewelry, we are committed to providing a seamless luxury experience. We offer complimentary, fully insured express shipping (via DHL, FedEx, or UPS) on all international orders.Delivered Duty Paid (DDP): We entirely cover all international logistics costs, import duties, and customs taxes. The price you pay at checkout is the absolute final price. You will not encounter any hidden fees or secondary charges upon receiving your package.
我们致力于为您提供无缝衔接的奢华体验。我们为所有国际订单提供尊享免邮服务，并由顶级物流（DHL、FedEx 或 UPS）进行全额保价速递。完税交货 (DDP)： 我们将全额承担所有国际物流运费、进口关税及清关税费。您在结账时支付的金额即为最终价格。在签收包裹时，您绝不会面临任何隐藏费用或二次收费，只需安心等待臻品送达。
我们致力于为您提供无缝衔接的奢华体验。我们为所有国际订单提供尊享免邮服务，并由顶级物流（DHL、FedEx 或 UPS）进行全额保价速递。完税交货 (DDP)： 我们将全额承担所有国际物流运费、进口关税及清关税费。您在结账时支付的金额即为最终价格。在签收包裹时，您绝不会面临任何隐藏费用或二次收费，只需安心等待臻品送达。
Bespoke Pre-Shipment Video Confirmation
1对1专属发货前视频确认
1对1专属发货前视频确认
Every piece in our collection is a one-of-a-kind creation crafted from natural raw ore. To ensure your absolute satisfaction, we provide a bespoke pre-shipment service. Before dispatching your order, your dedicated jewelry consultant will send you a high-definition video of your specific piece under natural light. We will only proceed with international shipping upon receiving your final approval.
我们系列中的每一件作品，皆是由天然原矿精心设计的孤品。为确保您绝对满意，我们特别提供专属的发货前确认服务。在发出您的订单前，您的专属珠宝顾问将为您发送该件作品在自然光下的高清视频。只有在获得您的最终确认后，我们才会正式安排国际发货。
我们系列中的每一件作品，皆是由天然原矿精心设计的孤品。为确保您绝对满意，我们特别提供专属的发货前确认服务。在发出您的订单前，您的专属珠宝顾问将为您发送该件作品在自然光下的高清视频。只有在获得您的最终确认后，我们才会正式安排国际发货。
International All Sales Final
国际订单专属“最终销售”政策
国际订单专属“最终销售”政策
We take the utmost care in packaging our jewelry to withstand international transit. However, in the rare event that your item arrives damaged due to logistics, please contact our client care team within 48 hours of signing for the package.
Important: A clear, continuous unboxing video showing the sealed package being opened and the resulting damage is strictly required to process a logistics insurance claim and arrange an appropriate resolution for you.
我们在包装臻品时极其用心，以确保其能承受长途国际运输。然而在极少数情况下，如果您的臻品因物流原因导致破损，请在签收包裹后的 48小时内立即联系我们的客服团队。 重要提示： 请务必提供一段清晰、连续的开箱视频，完整展示拆开密封包裹的过程及破损情况。这是我们为您启动物流保险理赔并安排妥善解决方案的必要凭证。
我们在包装臻品时极其用心，以确保其能承受长途国际运输。然而在极少数情况下，如果您的臻品因物流原因导致破损，请在签收包裹后的 48小时内立即联系我们的客服团队。 重要提示： 请务必提供一段清晰、连续的开箱视频，完整展示拆开密封包裹的过程及破损情况。这是我们为您启动物流保险理赔并安排妥善解决方案的必要凭证。
ORDERS & GIFTING
订单与礼赠
订单与礼赠
Can I change or cancel my order?
我可以修改或取消订单吗？
我可以修改或取消订单吗？
If you wish to modify or cancel an order you have just placed, please reach out to our Customer Service team immediately. We will do our utmost to accommodate your request before the piece enters the shipping process.
如果您在下单后需要修改或取消订单，请第一时间联系我们的客服团队。我们会在臻品进入发货流程前，尽最大努力满足您的需求。
如果您在下单后需要修改或取消订单，请第一时间联系我们的客服团队。我们会在臻品进入发货流程前，尽最大努力满足您的需求。
Is it possible to include a personalized message in the package?
我可以在包裹中附上专属留言吗？
我可以在包裹中附上专属留言吗？
Absolutely. If your purchase is a gift, we would be honored to include a handwritten, personalized message on He Yi stationery. Please contact our Customer Service team after placing your order to arrange these bespoke details.
当然可以。如果您的购买是出于礼赠，我们非常荣幸能为您附上写在禾奕（He Yi）专属信笺上的手写祝福语。请在下单后联系我们的客服团队，为您安排这项专属细节。 我们系列中的每一件作品，皆是由天然原矿精心设计的孤品。为确保您绝对满意，我们特别提供专属的发货前确认服务。在发出您的订单前，您的专属珠宝顾问将为您发送该件作品在自然光下的高清视频。只有在获得您的最终确认后，我们才会正式安排国际发货。
当然可以。如果您的购买是出于礼赠，我们非常荣幸能为您附上写在禾奕（He Yi）专属信笺上的手写祝福语。请在下单后联系我们的客服团队，为您安排这项专属细节。 我们系列中的每一件作品，皆是由天然原矿精心设计的孤品。为确保您绝对满意，我们特别提供专属的发货前确认服务。在发出您的订单前，您的专属珠宝顾问将为您发送该件作品在自然光下的高清视频。只有在获得您的最终确认后，我们才会正式安排国际发货。
ORDERS & CARE & AUTHENTICITY
保养与鉴定
保养与鉴定
Do you have any special tips for maintaining my jewelry?
对于珠宝的日常保养，有什么特别建议吗？
对于珠宝的日常保养，有什么特别建议吗？
Natural materials such as South Red Agate, Turquoise, and precious metals require delicate care to preserve their natural luster and spirit. We recommend keeping your jewelry away from harsh chemicals, perfumes, and extreme temperatures. You will find comprehensive maintenance guidelines in our “Care Advices” section.
南红、绿松石等天然原矿及贵金属需要您的悉心呵护，以保持其自然光泽与灵性。我们建议您避免让珠宝接触刺激性化学品、香水及极端温度。详细的保养指南，请查阅我们的“保养建议（Care Advices）”页面。
南红、绿松石等天然原矿及贵金属需要您的悉心呵护，以保持其自然光泽与灵性。我们建议您避免让珠宝接触刺激性化学品、香水及极端温度。详细的保养指南，请查阅我们的“保养建议（Care Advices）”页面。
How do I know if I am buying the correct size?
如何确定我购买的尺寸是否合适？
如何确定我购买的尺寸是否合适？
For necklaces and earrings, precise measurements are detailed in the product descriptions. For rings and bracelets, we highly recommend consulting our comprehensive “Size Guide” prior to purchase.
对于项链和耳环，您可以在作品描述中找到精确的尺寸信息。对于戒指和手链，我们强烈建议您在购买前参考我们详尽的“尺寸指南（Size Guide）”。
对于项链和耳环，您可以在作品描述中找到精确的尺寸信息。对于戒指和手链，我们强烈建议您在购买前参考我们详尽的“尺寸指南（Size Guide）”。
Do you issue certificates of authenticity?
你们的作品提供真伪鉴定证书吗？
你们的作品提供真伪鉴定证书吗？
Absolutely. If your purchase is a gift, we would be honored to include a handwritten, personalized message on He Yi stationery. Please contact our Customer Service team after placing your order to arrange these bespoke details.
当然可以。如果您的购买是出于礼赠，我们非常荣幸能为您附上写在禾奕（He Yi）专属信笺上的手写祝福语。请在下单后联系我们的客服团队，为您安排这项专属细节。
当然可以。如果您的购买是出于礼赠，我们非常荣幸能为您附上写在禾奕（He Yi）专属信笺上的手写祝福语。请在下单后联系我们的客服团队，为您安排这项专属细节。
SHIPPING & RETURNS POLICY | 配送与退换货政策
Complimentary Global Shipping & DDP | 全球尊享免邮与完税交货 (DDP)
At He Yi Jewelry, we are committed to providing a seamless luxury experience. We offer complimentary, fully insured express shipping (via DHL, FedEx, or UPS) on all international orders.Delivered Duty Paid (DDP): We entirely cover all international logistics costs, import duties, and customs taxes. The price you pay at checkout is the absolute final price. You will not encounter any hidden fees or secondary charges upon receiving your package.
我们致力于为您提供无缝衔接的奢华体验。我们为所有国际订单提供尊享免邮服务，并由顶级物流（DHL、FedEx 或 UPS）进行全额保价速递。完税交货 (DDP)： 我们将全额承担所有国际物流运费、进口关税及清关税费。您在结账时支付的金额即为最终价格。在签收包裹时，您绝不会面临任何隐藏费用或二次收费，只需安心等待臻品送达。
At He Yi Jewelry, we are committed to providing a seamless luxury experience. We offer complimentary, fully insured express shipping (via DHL, FedEx, or UPS) on all international orders.Delivered Duty Paid (DDP): We entirely cover all international logistics costs, import duties, and customs taxes. The price you pay at checkout is the absolute final price. You will not encounter any hidden fees or secondary charges upon receiving your package.
我们致力于为您提供无缝衔接的奢华体验。我们为所有国际订单提供尊享免邮服务，并由顶级物流（DHL、FedEx 或 UPS）进行全额保价速递。完税交货 (DDP)： 我们将全额承担所有国际物流运费、进口关税及清关税费。您在结账时支付的金额即为最终价格。在签收包裹时，您绝不会面临任何隐藏费用或二次收费，只需安心等待臻品送达。
Bespoke Pre-Shipment Video Confirmation | 1对1专属发货前视频确认
Every piece in our collection is a one-of-a-kind creation crafted from natural raw ore. To ensure your absolute satisfaction, we provide a bespoke pre-shipment service. Before dispatching your order, your dedicated jewelry consultant will send you a high-definition video of your specific piece under natural light. We will only proceed with international shipping upon receiving your final approval.
我们系列中的每一件作品，皆是由天然原矿精心设计的孤品。为确保您绝对满意，我们特别提供专属的发货前确认服务。在发出您的订单前，您的专属珠宝顾问将为您发送该件作品在自然光下的高清视频。只有在获得您的最终确认后，我们才会正式安排国际发货。
Every piece in our collection is a one-of-a-kind creation crafted from natural raw ore. To ensure your absolute satisfaction, we provide a bespoke pre-shipment service. Before dispatching your order, your dedicated jewelry consultant will send you a high-definition video of your specific piece under natural light. We will only proceed with international shipping upon receiving your final approval.
我们系列中的每一件作品，皆是由天然原矿精心设计的孤品。为确保您绝对满意，我们特别提供专属的发货前确认服务。在发出您的订单前，您的专属珠宝顾问将为您发送该件作品在自然光下的高清视频。只有在获得您的最终确认后，我们才会正式安排国际发货。
International All Sales Final | 国际订单专属“最终销售”政策
Due to the irreplaceable and unique nature of our natural gemstones, as well as the highly complex international customs processes for fine jewelry, all international orders are strictly Final Sale. Once the pre-shipment video is approved and the item is dispatched, we cannot accept returns, exchanges, or refunds for reasons of personal preference, change of mind, or minor natural variations inherent to raw stones.
鉴于天然原矿不可替代的独特性，以及高级珠宝极其复杂的国际清关流程，所有国际订单均严格执行“最终销售 (Final Sale)”政策。
Due to the irreplaceable and unique nature of our natural gemstones, as well as the highly complex international customs processes for fine jewelry, all international orders are strictly Final Sale. Once the pre-shipment video is approved and the item is dispatched, we cannot accept returns, exchanges, or refunds for reasons of personal preference, change of mind, or minor natural variations inherent to raw stones.
鉴于天然原矿不可替代的独特性，以及高级珠宝极其复杂的国际清关流程，所有国际订单均严格执行“最终销售 (Final Sale)”政策。
Damage on Arrival (DOA) Exception | 运输损毁特殊保障
We take the utmost care in packaging our jewelry to withstand international transit. However, in the rare event that your item arrives damaged due to logistics, please contact our client care team within 48 hours of signing for the package.
Important: A clear, continuous unboxing video showing the sealed package being opened and the resulting damage is strictly required to process a logistics insurance claim and arrange an appropriate resolution for you.
我们在包装臻品时极其用心，以确保其能承受长途国际运输。然而在极少数情况下，如果您的臻品因物流原因导致破损，请在签收包裹后的 48小时内立即联系我们的客服团队。
重要提示： 请务必提供一段清晰、连续的开箱视频，完整展示拆开密封包裹的过程及破损情况。这是我们为您启动物流保险理赔并安排妥善解决方案的必要凭证。
Important: A clear, continuous unboxing video showing the sealed package being opened and the resulting damage is strictly required to process a logistics insurance claim and arrange an appropriate resolution for you.
我们在包装臻品时极其用心，以确保其能承受长途国际运输。然而在极少数情况下，如果您的臻品因物流原因导致破损，请在签收包裹后的 48小时内立即联系我们的客服团队。
重要提示： 请务必提供一段清晰、连续的开箱视频，完整展示拆开密封包裹的过程及破损情况。这是我们为您启动物流保险理赔并安排妥善解决方案的必要凭证。
ORDERS & GIFTING |
订单与礼赠
Can I change or cancel my order? |
我可以修改或取消订单吗？
If you wish to modify or cancel an order you have just placed, please reach out to our Customer Service team immediately. We will do our utmost to accommodate your request before the piece enters the shipping process.
如果您在下单后需要修改或取消订单，请第一时间联系我们的客服团队。我们会在臻品进入发货流程前，尽最大努力满足您的需求。
If you wish to modify or cancel an order you have just placed, please reach out to our Customer Service team immediately. We will do our utmost to accommodate your request before the piece enters the shipping process.
如果您在下单后需要修改或取消订单，请第一时间联系我们的客服团队。我们会在臻品进入发货流程前，尽最大努力满足您的需求。
Is it possible to include a personalized message in the package? |
我可以在包裹中附上专属留言吗？
Absolutely. If your purchase is a gift, we would be honored to include a handwritten, personalized message on He Yi stationery. Please contact our Customer Service team after placing your order to arrange these bespoke details.
当然可以。如果您的购买是出于礼赠，我们非常荣幸能为您附上写在禾奕（He Yi）专属信笺上的手写祝福语。请在下单后联系我们的客服团队，为您安排这项专属细节。
Absolutely. If your purchase is a gift, we would be honored to include a handwritten, personalized message on He Yi stationery. Please contact our Customer Service team after placing your order to arrange these bespoke details.
当然可以。如果您的购买是出于礼赠，我们非常荣幸能为您附上写在禾奕（He Yi）专属信笺上的手写祝福语。请在下单后联系我们的客服团队，为您安排这项专属细节。
ORDERS &
CARE & AUTHENTICITY |
保养与鉴定
Do you have any special tips for maintaining my jewelry? |
对于珠宝的日常保养，有什么特别建议吗？
Natural materials such as South Red Agate, Turquoise, and precious metals require delicate care to preserve their natural luster and spirit. We recommend keeping your jewelry away from harsh chemicals, perfumes, and extreme temperatures. You will find comprehensive maintenance guidelines in our “Care Advices” section.
南红、绿松石等天然原矿及贵金属需要您的悉心呵护，以保持其自然光泽与灵性。我们建议您避免让珠宝接触刺激性化学品、香水及极端温度。详细的保养指南，请查阅我们的“保养建议（Care Advices）”页面。
Natural materials such as South Red Agate, Turquoise, and precious metals require delicate care to preserve their natural luster and spirit. We recommend keeping your jewelry away from harsh chemicals, perfumes, and extreme temperatures. You will find comprehensive maintenance guidelines in our “Care Advices” section.
南红、绿松石等天然原矿及贵金属需要您的悉心呵护，以保持其自然光泽与灵性。我们建议您避免让珠宝接触刺激性化学品、香水及极端温度。详细的保养指南，请查阅我们的“保养建议（Care Advices）”页面。
How do I know if I am buying the correct size? |
如何确定我购买的尺寸是否合适？
For necklaces and earrings, precise measurements are detailed in the product descriptions. For rings and bracelets, we highly recommend consulting our comprehensive “Size Guide” prior to purchase.
对于项链和耳环，您可以在作品描述中找到精确的尺寸信息。对于戒指和手链，我们强烈建议您在购买前参考我们详尽的“尺寸指南（Size Guide）”。
For necklaces and earrings, precise measurements are detailed in the product descriptions. For rings and bracelets, we highly recommend consulting our comprehensive “Size Guide” prior to purchase.
对于项链和耳环，您可以在作品描述中找到精确的尺寸信息。对于戒指和手链，我们强烈建议您在购买前参考我们详尽的“尺寸指南（Size Guide）”。
Do you issue certificates of authenticity? |
你们的作品提供真伪鉴定证书吗？
Every He Yi creation—whether featuring natural raw ores, gold, or silver—is accompanied by an official Certificate of Authenticity. We advise keeping this document safe, as it serves as a guarantee of your piece’s provenance and will be required for any future after-sales services.
每一件禾奕（He Yi）的臻品——无论是天然原矿、K金还是纯银材质——均附带官方《鉴定证书》。请妥善保管此文件，它是您所购作品的血统证明，也是未来享受我们售后服务的重要凭证。
Every He Yi creation—whether featuring natural raw ores, gold, or silver—is accompanied by an official Certificate of Authenticity. We advise keeping this document safe, as it serves as a guarantee of your piece’s provenance and will be required for any future after-sales services.
每一件禾奕（He Yi）的臻品——无论是天然原矿、K金还是纯银材质——均附带官方《鉴定证书》。请妥善保管此文件，它是您所购作品的血统证明，也是未来享受我们售后服务的重要凭证。