FAQ

BEFORE ORDERING and AFTER ORDERING
My item arrived damaged, what’s the next step?
We try and package all of your orders with the utmost love and care. If it happens to arrive damaged – we are happy to replace it for you, as long as it has been within the 14 days of you receiving it. Take a full photo of the jewellery and of the damaged area on the jewellery in a well lit setting. Directly email these, along with your order details to hello@kisstheskyjewellery.com.
Help! My jewellery does NOT fit!
We are sorry to hear that! We try our best to offer you the most informative ways to assist you in finding the right size when ordering. Here is our RETURN and EXCHANGE Policy.
I just realized I gave you the wrong email address, how can I change it?
No worries! If you are realizing this instantly AFTER placing your order, you can log into your account and edit that info yourself OR just shoot us an email at hello@kisstheskyjewellery.com and we can easily modify it for you!
What happens if the item I have ordered is out of stock?
All items are subject to availability. Usually, if an item is showing on our website then it is available to order. However, during exceptionally busy periods, demand can sometimes outweigh the amount of stock we have and we may not be able to fulfil your order. If this is the case, we will let you know as soon as we can.
SHIPMENT and STATUS
Do you ship to my country?
We ship worldwide! You can find our rates here Shipping & Returns page
How long will my order take to arrive?
Please allow up to 3 Business Days (Monday thru Friday)for processingafter you receive your ORDER CONFIRMATION EMAIL.
How long will my order take to be shipped?

STANDARD: 6-14  business days after your receive your SHIPMENT CONFIRMATION EMAIL. 

EXPRESS: 3-8 business days after you receive your SHIPMENT CONFIRMATION EMAIL. 

MORE REMOTE LOCATIONS: 6-20 business days after you receive your SHIPMENT CONFIRMATION EMAIL. 

What happens to unclaimed/undelivered/refused orders?
If your order has been sent back due to undeliverable address/refusal/unclaimed, you are subject to the original shipping costs paid. You may also be liable for extra handling/restocking fees.
Do I receive a tracking number with my order?
All orders include a tracking number which is located in your Shipping Confirmation email. You will receive this email once your order has been shipped.
How do I track my order?
As soon as your order is shipped you will receive a Shipping Confirmation email with a tracking number and link to the appropriate carrier website. Please allow up to 72 hours for tracking information to update on the carrier's website.
Where is my order?<
On occasion, there can be unexpected delays and shipping times may fall outside the specified ranges.

Possible reasons for delays include surges in orders due to public holidays and customs inspections. If you still haven't received your order after the specified shipping time has passed, please email hello@kisstheskyjewellery.com and a Support Hero will be able to assist you.

Do I have to pay any import duties or taxes?<

It is possible your order may be subject to import duties and taxes which are the responsibility of the recipient (you).

Since duties vary depending on country and the value of your order, we are not able to supply an estimated cost. Please contact your customs office for more information.

My tracking says my order has arrived in my country but I haven't received it yet?

Your order is likely being held with customs or there may have been an unsuccessful attempted delivery of your order.

Please email hello@kisstheskyjewellery.com for any assistance you require.

I feel like my package is taking way too long to get to me?

Punctuality of item arrival is merely an indication and Kiss The Sky will not be held accountable for unusually long postage periods. Please be aware to factor in that items will only be posted on working days and that if you place an order during the weekend or a Hong Kong public holiday, your order will not be processed until the next working day. Cancellations are not permitted for orders that arrive later than expected.

Please email hello@kisstheskyjewellery.com for any assistance you require.

It says that my package was undeliverable and it is being returned back to sender, what do I do?
If you enter an incomplete address (incorrect zip code/missing apartment/suite/office number/name etc.) and your package is lost or returned to us, KISS THE SKY is not responsible. If you contact us after an order is placed regarding an incorrect or incomplete shipping address, we will make every effort to correct your information prior to your package being shipped. However, once your package has been processed and shipped, we cannot make any modifications to your shipment. If a package is returned to KISS THE SKY due to an address error (or any other error) or several unsuccessful delivery attempts by the courier, the customer will be responsible for any shipping fees incurred to resend the order.
What's your return policy?
If the product is received faulty we will fully refund or replace the piece including any postage costs incurred by you. Returns must be notified via email to hello@kisstheskyjewellery.com, within 14 days of receiving your order & must include a photo of the fault, a description of the fault & also proof of purchase. The faulty item must be received by Kiss The Sky within 14 days of the purchase date. The item must be returned in original condition with tags, packaging & also unworn.
What are my options if I want to return my order?
You can choose to have the item replaced, refunded or repaired. The exchange, refund or repair will only occur once we have received the item and assessed the item as faulty.
Can I return or exchange sale items or something I bought on promotion?
We do not accept exchanges or returns on sale items unless they are faulty.
Do I have to pay to send my return or exchange back?

Customers will be responsible for all postage and re-postage of returned. We do not refund delivery charges, or the cost of returning products except when a product is received faulty.

Any items not thoroughly packaged to avoid damage during shipment will not be accepted. Items must be sent via a method that is trackable.

Kiss The Sky cannot be held responsible for goods that may be lost or damaged during return shipping.

Can I return or exchange sale items or something I bought on promotion?
We do not accept exchanges or returns on sale items unless they are faulty.
SIZING and FIT
How do I find my ring size?
We highly recommend seeing your local jeweler to get your sizing done, but if not we have listed instructions here. Remember! Not all your fingers are the same size so make sure you measure the one you will wear it on!

You can find sizing assistance here Sizing & Guide page

I am not seeing the size that I want.
We are sorry to hear that we do not carry the size that you are looking for. We are a growing company and working hard to expand our size range. We are always listening, so let us know what you are looking for!
I need to exchange for a different size.
We accept exchanges due to sizing discrepancies. You must notify Kiss The Sky via <hello@kisstheskyjewellery.com> within 30 days of receiving your order and specify the new size you desire. Exchanges of sizes are only possible if the original item is received in original condition and if the replacement size is in stock. Please ensure when measuring your finger, you account for the size of your knuckle to ensure the ring will fit over your whole finger.
LOVE and CARE
Can I shower with my jewelry?
We recommend to take off your jewelry when showering or swimming. The plating (top layer) of metal is applied with a chemical process and when exposed to water will shorten the lifespan of your jewelry.
How do I clean my jewellery?
We highly recommend that you use cleaners that are specialized for stainless steel, otherwise soap and water works great. Just be cautious to not use any abrasive brushes and clean with the grain of the steel, not against it. Our favorite trick also is wiping it with a bit of coconut oil every now and then!
can I maximize the lifetime of my jewellery?

Always protect your jewellery from sharp blows, scratching, chemicals, sunlight and heat/cold.

Never go swimming wearing your jewellery. Chlorine in swimming pools will damage metal.

Keep jewellery away from harsh chemicals such as household cleaning fluids, hairspray, body lotions and perfume.

What does it mean when my jewellery has a variation?
Due to the manual nature of jewellery construction, there may be slight variations on metals and finishing including but not limited to:minor tool marks, uneven surfaces, color variations or minor flaws.
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