Frequently Asked Questions

How does this thing work?

Here’s how: you place your order, pay, and wait. While you wait, we process your order, check the item for quality control, and ship it to your preferred address.

Placing your order takes a minute to an hour (if you’re shopping). While you wait, we confirm your payment (1 day), wait for the item to be released (this may take 5 business days if we need to resize your ring), and deliver it straight to your doorstep. In total, lead time will be 5-7 business days for regular items.

Because everything is carefully made by hand, custom-made items take more of your patience. Production period may take up to two business weeks, increasing the total lead time to 3-4 business weeks.

We do not allow rush processing of orders for both regular and custom-made items. Once you place an order, it’s considered final. Any changes made after are not allowed. 

How can I check the status of my order?

Once we confirm your order, the order status will automatically be reflected on your Accounts page. It will be updated twice after that: (1) once the item(s) is/are released, and (2) once the item(s) is/are shipped.

If order was placed through our socials, please send us a message again so we can check on it. 

A product I had in my Cart is now unavailable. Why?

Our jewelry items are limited and on demand, we work on a first-come, first-served basis. So you better checkout everything before we set your item back in the wild–giving a fair chance to others who would still love to purchase them.

How do promo codes work?

You may only use one promo code per transaction, so choose one that will get you more value for your money!

Count me in! How do I sign up?

Get all deals first by signing up! Just click Account in the upper right corner of the header and follow the instructions to create your account.

Why did my order got cancelled? I already paid for it!

Oh we’re so sorry about that! There may be 2 reasons why this happened. It may just be a glitch or the payment due has already passed.

If the payment has already been settled, send us a message so we can investigate this.  

Alright, I’m done ordering. How do I pay?

Good job! Now it’s time to make them officially yours. We’ve got plenty of options for you, so you can pay in your most convenient way. Here’s the list:

  • Debit Card / Credit Card – straight payment and installment plans are available
  • Over the Counter –  SM Bills Pay, M Lhuillier, Cebuana Lhuillier, TrueMoney, 7-Eleven,  ECPay, CLiQQ, Direct Agent 5, Philippine National Bank, UCPB
  • GCash
  • Online Bills Payments – BDO, PNB   Philippine National Bank, UCPB
  • UBP Online
  • Dragonpay

After you’ve chosen your preferred payment method you’ll be redirected to a new page with the payment instructions. This will also be sent through your email. Depending on what you choose, you’ll be given a specific time period to settle the payment before your order is automatically cancelled. This is to give chance to other clients who would love to wear our items. Lead time will then start only after we confirm your payment.

I don’t have a credit card but I want to avail of the installment plan. Help?

No worries, we do have a Modified Cash Installment Plan so you can still get your favorite piece and be able to pay at your own terms. It’s absolutely 0% interest, no application fees and additional payments required.

Learn more about this here. 

I want to change my payment option. What do I do?

You can reorder all the items and choose another payment option at the check-out page. We know it can be a hassle, we’re sorry about that. Every transaction has its own unique payment reference numbers. This can only be generated once an order is placed. 

If you need some help, you can send us a message through our Instagram or Facebook Page so we can help you sort it out.  

I paid already. Why hasn’t my order status updated yet?

Please allow up to 24 hours for your payment to be confirmed. Some payment status may not reflect real time. An Acknowledgement Email will be sent to you to confirm that we have received your payment. If you still haven’t received an Acknowledgement Email after 24 hours, there may be something wrong with the payment. Send us a message with your order number and we’ll look into it.

Do you do cash on delivery (COD) or cash on pick up (COP)

For security purposes, we do not. 🙂

Where do you ship/deliver?

We ship anywhere in the Philippines (door to door) and to selected international countries! Here’s a list of the countries which we currently ship to: Canada, China, Cambodia, Denmark, France, Finland, Georgia, Germany, Greece, Iceland, Ireland, Italy, Japan, South Korea, Lebanon, Malaysia, The Netherlands, New Zealand, Norway, Qatar, Saudi Arabia, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, The United Kingdom, and The United States.

We also do in-house delivery within Cebu City and Mandaue City. 

What’s your courier?

We like to move it with LBC for shipments in the Philippines. For international shipments, our official partner is DHL.

How long does shipment take?

Our official courier handles all our shipment processes. With everything happening around the world, delivery lead time may take up to 15 business days, but during peak or typhoon season, it may take longer.

No post on Sundays! Indeed, fine day Sunday. In my opinion, the best day of the week. Delivery resumes on the succeeding working day. 

You can track your parcel through the courier’s official website.

It’s been “too long.” Where’s my order?

Our apologies for the delay. Please send us a message with your order number through our Facebook Page and Instagram and we will look into this ASAP.

There’s a delivery issue. I need help!

We’re so sorry to hear that! Please send us a message right away so we can assist you with that. While we don’t have control over the shipping and delivery process, rest assured we’ll help you coordinate with our courier partners. We have your tracking details, we will email them, and we will get back to you as soon as there’s feedback. 

How much is the shipping fee?

The shipping fee is based on the total amount of order, so whether you’re from Batanes or Zamboanga, the rate is the same. We have a special partnership with LBC, in which all items are insured during the delivery process. No more nightmares about lost or stolen parcels!

Kind of pricey? Security and peace of mind come with a price. One that is worth paying.

What are my shipping address options?

  • Your doorstep. We may ship it straight to your home.
  • Your office. If no one is available to receive the parcel at your house, we may send us to your office address.
  • Any LBC branch. Can’t claim the parcel? No problem. Just indicate your preferred LBC branch at the shipping address and we’ll send it there for pick-up.

Can somebody claim my order on my behalf?

Yes, just let us know in advance. Upon claiming, the representative may present a valid ID and a copy of the Acknowledgement Email for verification purposes. 

What is your return/exchange policy?

We’re sorry if you’re not happy with your jewelry piece. Requests for returns and exchange are on a case-to-case basis. We will first look into your situation before taking the request. Item/s that are returned are subject to evaluation and will not qualify for a refund or exchange if they do not meet the required conditions.  

To be eligible for a return/exchange, the item/s must be in the same condition that you received it with all its original packaging. You may exchange the item with another color/size/design for as long as it has the same value or higher.

Should the chosen replacement have a lesser selling price, Oro China Jewelry will not be liable to refund the price difference. But if the replacement has a higher selling price, the customer shall pay the price difference plus the additional shipping cost due to the increase in value. 

Returns or exchanges are NOT ALLOWED in the cases described below:

  • Change of mind.
  • Damaged products due to improper care.
  • Made-to-order/Personalized/customized jewelry pieces. 
  • Late receipt of parcel due to courier delays. 

Should you receive a wrong, defective, or missing item/s, kindly get in touch with us within 7 days of receiving it. 

Are returns free?

All shipping costs both for the return and shipment of new item/s will be shouldered by you. With the exception for orders with wrong, defective, or missing item/s. Additionally, refund value is based on the product(s) purchased only. The shipping fee will not be refunded or be available to be used as a store credit. For safety and your peace of mind, we recommend shipping the items with a courier that offers insurance. 

Oro China Jewelry will not be responsible for any lost parcels that we do not ship. Lost parcels that are shipped back will not be eligible for a store credit/return/exchange. 

How long is the warranty period?

If you received your order in prime condition, but it broke sometime within 7 days, send us a message with the photo of the defective jewelry and we will sort it out. But note that Oro China Jewelry reserves the right to assess on a case by case basis.

Can I return my item at my nearest Oro China Jewelry branch?

If the item was purchased online either from the official website or through our Facebook or Instagram page, please get in touch first with our customer service team to have the case assessed. Any purchase made in-store must be returned to the specific store it was purchased from and is subject to store policies.

I received a defective product. Help?

Accidents during shipment do happen, but don’t worry! Just send us a message with your order number, and a clear photo of the item/s including all its original packaging as well as the courier pouches. We’ll need all these as evidence so we can report them to the courier. We cannot move forward with an investigation in case of failure to provide any photo/s. 

I received a wrong/missing item. What do I do?

Oops, we may have overlooked the shipping. We’re really sorry! Just follow the steps below:

Step 1: Send us a message via our Facebook or Instagram page. 

Step 2: Tell us what went wrong, your order number, and a clear photo of the item(s) at our Instagram and Facebook Page and we’ll get back to you ASAP. We are always happy to help but we also reserve the right to assess on a case by case basis, in line with our return/exchange policies.  

Step 3: Upon submitting your request, our team will be in touch to guide you personally through the next steps.

If you are required to ship anything back to us, kindly ensure it is shipped with a courier that has a tracking system and offers insurance.

Real gold or gold-plated?

  • All our items are genuine and authentic gold! We don’t sell gold-plated fashion accessories.

How much is your gold per gram?

  • We sell on a per product basis, and we don’t divulge any information regarding the weight. But, rest assured that the price is reasonable!