FAQ's

Business Hours

Our customer services team is available Monday-Friday from 10.30am-6.30pm. Please fill out our contact form or make an enquiry and we will get back to you within 1-2 business days.

Locations

M&B Private Jewelers Showroom is located in Central, Hong Kong and is by appointment only, Monday-Friday from 10.30am-6.30pm. To schedule an appointment please fill out our contact form.
M&B Private Jewelers Boutique is located on Orchard Road, Singapore and is open Monday-Friday from 10.30am-7.00pm.

Production Lead Time and Express Orders

Every item has a different lead time: in stock items will normally ship within 2-5 business days after purchase; made to order and out of stock items will ship within 4-6 weeks, unless otherwise specified. Once your order has been shipped out, we will email you with tracking information.*
*Please note that if you’ve ordered multiple items, we will send them in one batch shipment, unless otherwise discussed via email.
If you’d like to place an express order, please email the style name and your details to hongkong@m-and-b.com or singapore@m-and-b.com along with the date you would like to receive it. We will do our best to prioritize your order and let you know right away if an express option is available for your item. However, If you have already placed your order and would like it to be express, please notify us and be sure to include the order number from your confirmation email.

Return Policy

ALL SALES ARE FINAL. However, we are more than happy to exchange an item if there is something wrong with the order or if the product is defected. Exchanges can only be done within 14 days of receiving your order, via email on hongkong@m-and-b.com or singapore@m-and-b.com. Items returned after 14 days will not be processed. For exchanges due to an order that was delivered incorrectly, please contact us within 3 days of delivery. We reserve the right to refuse any exchange if we believe the items purchased were intentionally damaged or have been misused.

Non-refundable Items

All SPECIAL ORDER/PERSONALIZED/CUSTOM items are final sale and will not be refunded once an order has been placed; same applies to GIFT CARDS. For all of our rings, case dependant, we are happy to resize for a charge. If you have questions about personalizing a piece, please contact hongkong@m-and-b.com or singapore@m-and-b.com before placing your order. We are not responsible for return shipping charges and the original shipping charges are non-refundable.

Refunds (if applicable)

Once your return is received and inspected, we will send you a confirmation e-mail to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. M&B Private Jewelers reserves the right to approve or reject every return due to the individual nature of each item. If a refund is approved, your original payment method will automatically be credited within 7 business days.
In the event that an item is not returned in its original condition, is damaged or missing parts for reasons not due to our error, a partial refund will be taken into account.

Discounts

Discounts can be applied to your order during checkout using any Discount Code that was given to you. Discounts are only valid on specific items and for set periods of time. We cannot retroactively apply a discount code to an order placed before the Discount Code became valid. We cannot add the Discount Code to an order where you forgot to enter the code. Discount codes cannot be combined, and they do not apply to Gift Cards.

Repairs

At M&B Private Jewelers, we take great pride in our quality and craftsmanship. However, jewelry by its very nature is delicate. If you should need repair on any jewelry purchased from us, please email hongkong@m-and-b.com or singapore@m-and-b.com. Repairs will be assessed on an individual basis.
M&B Private Jewelers will repair at no charge any breakage caused by manufacturer defect within 60 days of receipt of purchase on all purchased jewelry. Repairs needed after these timelines or deemed to be caused by misuse will incur a repair charge at the customer’s expense. This includes repairing cost plus any other applicable fees (i.e. shipping and handling). Please let us know in advance if you plan to send a repair by sending us an email hongkong@m-and-b.com or singapore@m-and-b.com. We will then provide a form for you to fill out and include with your package. We will alert you of tracking for your repair by email.

Jewelry Cleaning and Care

Our Fine Jewelry is delicate and should be cared for accordingly. To extend the life of your jewelry and keep it in optimal condition, please follow the following care instructions:
Take off your jewelry before your daily rituals such as showering, applying lotion, cosmetics, perfume, washing dishes, etc.
Take off your jewelry before engaging in activities such as going to the gym or to the beach.
Before bedtime, lay your jewelry out flat to avoid tangling/scratching.
For necklaces, clasp the necklace when removing it to assure the chain does not get tangled.
If you have fine jewelry that contains pearls, extra care should be taken. Do not clean pearls with any chemicals, abrasives or solvents.
To clean your diamond jewelry, use a soft toothbrush and dish soap and gently scrub the gold and diamonds.

Payments

We accept payment online by Visa, MasterCard, Discover and Amex (our website uses PayPal as the official payment gateway). Payment is processed at the time your order is placed, regardless of the lead time on your piece.

Shipping

We offer free shipping on all domestic orders (applicable to both Hong Kong and Singapore); signature is required for all domestic orders upon delivery.
M&B Private Jewelers is not liable for lost shipments when tracking dictates it has been delivered; we are also not responsible for the delayed delivery of packages due to the customer not being available for signature upon arrival, or due to any unforeseen weather or technical issue within the shipping company. If your package is sent back to M&B Private Jewelers for any reason, you will be subject to paying for the re-shipment of your order.

International Shipping

Please note that the following terms and conditions apply to all international orders:

Free shipping on all international orders exceeding US$1,200; signature is required for all international ordersupon delivery.
Prices and shipping fees do not include import and customs duties, Value Added Taxes (“VAT”), tariffs, and other fees that may be levied by the destination country, all of which are the responsibility of the recipient. M&B Private Jewelers is not responsible for brokerage fees, import and customs duties, Value Added Taxes (“VAT”), tariffs, and any other associated fees.
The order recipient is the importer of record and must comply with all laws, regulations and restrictions of the destination country.
M&B Private Jewelers is not responsible for delayed delivery of packages due to customs issues at the destination country.
All costs incurred on a refused delivery because of high custom or brokerage fees, duties, taxes or restrictions imposed by the country of destination are the responsibility of the purchaser.
If you refuse a shipment from M&B Private Jewelers, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to us. This amount will be deducted from your merchandise refund.

If you have any questions regarding shipping and handling, please email us at
hongkong@m-and-b.com or singapore@m-and-b.com.