How to Order

Please read this simple question-and-answer guide to help you place your orders with aoku3D via www.aoku3D.com:

Q: Do I need a member account to make a purchase?

Yes. As a member with us, you will be able to enjoy the benefits of saving your addresses and payment methods for faster checkout as well as being able to check on your current order status.

Please click on 'New to aoku3D? Join Now', which is located on the top right hand side of every page. Click the 'Sign Up' button and fill in your details as requested. You will receive a confirmation email to the email address you have registered with.

Q: How do I place an order?

After you log on to our Website and select an item to purchase, click on the 'Add to Bag' button that display's on the product details page after you selected the item color, style and/or size where applicable. Your selected item will be added to your Shopping Bag until you ready to checkout to make a purchase.

Your selected item/s will remain in your Shopping Bag even if you leave our Website unless the item becomes out of stock or is no longer available or you have removed it from your Shopping Bag.

Q: How do I edit my details on 'My Account'?

Please sign in with your account login email and password information. You will be directed to your My Account dashboard that show the status of all your current and past orders. Scroll down to find 'Edit' under 'Billing Address' and 'Shipping Address' and update your details as needed. Click 'Save' to ensure all your updated details have been saved.

Q: How do I know what size to buy?

Specific measurements can be found on individual product pages and you may also contact us to request specific details. Note that once an order is confirmed placed on our Website, you will not be able to make changes to it.

Q: How do I know when new products are listed?

You can find new products listed under 'Just In' on our home page and under Designer page. Subscribe to our newsletter to get the latest information on new arrivals.

Q: What currency are the prices displayed in?

The prices displayed on the Website are by default based in Hong Kong dollars (HKD), with translation to local currencies for reference purposes only. If you are a customer outside of Hong Kong, the final price is calculated in accordance with the applicable exchange rate on the day you use our Website. Delivery charges may vary depending on the country being shipped to. You may view these charges in the order details of your Shopping Bag and during checkout.

aoku3D Limited is not responsible for any foreign transaction fees that may be collected at the discretion of your credit card provider or bank. Note that orders shipped to regions outside of Hong Kong may be subject to customs duties, taxes and fees levied by the destination country. These fees are not included in the price of our products.

Q: Do you require full payment for an order?

Yes, all orders are charged immediately as this will lock your order in. Transactions are safely processed and completed with highest security available entirely by payment provider PayPal. We accept Visa, Mastercard, American Express, PayPal online payment and Direct Bank Transfer. We do not retain any of your credit card information after your order is completed. The name that will appear on your credit card/bank statement will be aoku3D Ltd. aoku3D Limited is a Hong Kong registered company.

Paying via Direct Bank-in / Wire Transfer? 
Please pay the full order amount directly into our bank account as detailed in your order confirmation email. Use the Order ID stated as the payment reference. Note that your order won't be processed until the funds have cleared into our account.

Paying via Alipay?
Please note the RMB price indicated are for reference only. You will be charged for the exact amount that is displayed to you by Alipay at the time of your payment.

Q: How long will it take before I receive my order?

We know you want your item so we do everything in our power to ship it out as quickly as possible. Most orders are shipped out immediately as soon as we receive it at our warehouse and can take within 1-2 weeks to arrive to you. Products that are made to order take a longer period of time to manufacture. You can check the status of your order by signing in to your My Account.

Q: What if I order multiple items, both in-stock and customized order?

When possible, we will combine orders into one shipment, but due to the nature of manufacturing customised products, some cases may call for separate boxes to be shipped for orders of multiple orders. If you want items to ship as soon as they come in, please consider separating your orders. If an item is delayed beyond 8 weeks from the invoice date of your order, please email us at sales@aoku3D.com and we will try to accommodate you.

Unfortunately, we have no control over how distributors and manufacturers distribute their inventory. Should this situation arise, we will email you immediately to remedy the situation.

Q: What if I want to cancel an order from your site?

Cancellations for full refunds or modifications to customized online orders are only possible within the first 24 hours from the time of your order placement. Thereafter, we cannot cancel orders once it's processed so as to lock you in and guarantee your shipment. Please do not order until you are 100% sure you want the items.

Q: In what situation will my order be cancelled?

We reserve the right to reject any order with customized named item which we deem is offensive in language, uses profanity, deemed inappropriate or contains trade marks in the form of words, graphics, images, and logos of third parties that you (or aoku3D Limited) does not have the right to use. A full refund will be given in these cases.

Please note that even though our Website is updated with care, it is possible that a product is no longer available / in-stock or pricing or content on our Website contain errors and/or is incomplete. We reserve the right to cancel your purchase made in the event of such errors and will inform you by e-mail and any payments you made will be refunded. 

Q: How do I make a return?

If an item is severely damaged during shipping or defective, we'll accept a return on the item within three (3) days of product delivered to you. Any return requests made after three (3) days will NOT be accepted.

A full refund can be made by contacting our Customer Support team at sales@aoku3D.com and we will need the following information:

  • Your invoice order number;
  • Please explain what is damaged;
  • A photo of the damage to each item(s);
  • A photo of the outer box with the shipping label intact. This will be forwarded to the shipping courier for a claim to be filed.

All returns must include the manufacturer's original packaging. If all original packaging is not with a return, we will not accept your return and you will be liable for the shipping costs back to you. Once we receive your return, we'll process a refund within 7-10 business days.

Note if you damage the item, sorry we can't accept the return. Also we do not refund if there are misspellings, wrong ring size/chain length is chosen or any other wrong customisable property specified during time of the order. Please make sure you check your order details before making any payment.

If you feel you are eligible for a refund for other reasons not stated above, please do contact us, and we will investigate on a case by case basis and inform you how to return your item/s. You can contact our Customer Support team at sales@aoku3D.com quoting your invoice order number.

Q: What can I do if I have problems ordering through your Website?

If you are experiencing difficulties, you can email our Customer Support team any time at sales@aoku3D.com

Our hours of operation are:

Monday – Friday: 10:00 am – 6:00 pm (Hong Kong local time -8.0GMT)
Saturday, Sunday and Public Holidays: Closed

We usually can respond to you during our working hours otherwise we will get back to you in the next business day.

Q: Why should I order from aoku3D and not someone else?

Many of our designer's products are original and one-of-kind collections and we treat your order with this in mind. By placing an order with aoku3D, you will have first priority for timely shipment. Your order will be shipped as soon as the item is received at our warehouse.

Barring any manufacturing mishaps/shortages/acts of god, you are essentially guaranteed the products you ordered. We do guarantee that your item will be treated with the utmost care and we will never send you damaged goods. We do not leave our customers high and dry. Customer service is our #1 priority!

And please note…

By placing an order with aoku3D on www.aoku3D.com, you are agreeing to all of the above and to the terms and conditions as stated in our Shipping and Returns as well as our Site Policies pages.

We really hope you will enjoy your products as much as we have enjoyed sourcing and having them made just for you. For customer-related questions and order inquiries, please contact us via sales@aoku3D.com.