Shipping & Returns

Most of our products are made to order so please allow at least 3-6 weeks for manufacturing. When your order is ready for shipping, you will receive a shipping notice that will be sent to your email address. 

We ship from Hong Kong SAR via registered airmail that usually takes 1-2 weeks for delivery to most countries, not counting clearing your country's customs which can take anywhere up to 60 days. Express shipping with tracking code is available at an additional fee via Hong Kong Post Speedpost courier services. We usually ship out products from Monday through Friday but do not ship on weekends nor on Hong Kong SAR public holidays.

When possible, we will combine orders into one shipment, but due to the nature of custom built products, some cases may call for separate packages to be shipped for orders of multiple orders. We cannot accept PO Box addresses as the shipping address. 

Order Status

After you have placed your order, we will send a confirmation email to you to confirm your order details. Please sign in with your aoku3D Member ID and password to access a summary of your current and past orders under My Account. When your ordered is ready for delivery, you will receive a shipment notification email that contains your shipment tracking information.

Products marked as “Available In Stock” usually ship within the same business day or on the next working day. Customized products, such as rings or eyeglasses, may require a longer time to prepare shipments, thus increasing shipping time from our warehouse.

All delivery lead times are estimated time between the product/s leaving our warehouse and the arrival of the product/s to the delivery address and are calculated in terms of working days (e.g. 7-10 working days). We try to deliver on time to the extent this is commercially reasonable. We usually make it, but we cannot guarantee timely delivery.

Cancellations / Returns

aoku3D Limited processes customized products within 24 hours after the invoice purchase date. Therefore, cancellations for full refunds or modifications to customized online orders are only possible within those first 24 hours from the time of your order placement. Sale items may not be returned or exchanged unless they are found to be defective.

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

A full refund can be made by contacting our Customer Support team at sales@aoku3D.com and please quote your invoice order number. 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. 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. 

And 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. 

Customs Fees / Duties / VAT

High value orders might incur custom fees, duties, or additional import fees in your country. Please be aware that it may not be possible for us to deliver to some countries. Customs policies vary widely from country to country so please check your local customs for exact charges prior to purchasing from our Website. aoku3D Limited will not be held liable for any additional charges such as import tax or duty, once the order reaches your country. In accordance to Hong Kong SAR laws, the actual amount paid will be entered onto the shipping label.

Customer Support

Thank you for shopping with us. We really hope you will enjoy your products as much as we have enjoyed sourcing and having them made just for you.

For Customer questions, order inquiries and general feedback. Please contact us via sales@aoku3D.com.