FAQ

Here you’ll find answers to the most common questions about our jade pieces, delivery, returns, sizing, and care. If you can’t find what you’re looking for, please contact us and we’ll be happy to help.

Ordering

Are your products one of a kind?

All of our jade pieces are unique, with natural variations in colour, tone, texture, and pattern. The photo shown is the exact piece you will receive.

Can I reserve an item?

At the moment, items are sold on a first-come, first-served basis. If you have a question about a specific piece, please contact us before ordering.

Will the product look exactly like the photos?

We do our best to photograph each item accurately. Jade is a natural material, so its colour and translucency may appear slightly different depending on lighting, screen settings, and viewing angle.

Jadeite & Product Care

Is your jade untreated?

All of our jade is certified Grade A Natural Jadeite, meaning it is completely untreated. We do not use artificial dyeing or surface treatments to enhance the colour. Any variations in tone, texture, marbling, or translucency are natural characteristics of the stone.

How are the jade quality tiers defined?

Jade varies naturally in colour, translucency, texture, purity, and pattern. Higher-quality pieces often have richer colour, finer texture, greater translucency, and fewer visible imperfections. The price may also reflect the size of the stone, the skill of the carving, the finish, and the rarity of the material.

How should I care for the jade?

Handle your jade product with care and avoid dropping it onto hard surfaces. Clean gently with a soft cloth and avoid harsh chemicals, abrasive cleaners, or prolonged exposure to strong cleaning products.

Sizing

How do I choose the right bangle size?

Please refer to our bangle sizing guide before ordering. Jade bangles need to pass over the widest part of the hand, so sizing is different from standard bracelet sizing.

Can I exchange a bangle if it does not fit?

Please check our Returns Policy for full details. If you’re unsure about sizing before ordering, contact us and we’ll help guide you.

Shipping & Delivery

Where do you ship from?

UK and European orders are shipped from our UK warehouse. USA orders are currently shipped from our China warehouse. From September 2026 we forecast that US orders will be shipped from our new US warehouse.

How long does delivery take?

Delivery times vary depending on your location and the item ordered. Once your order has been dispatched, tracking details will be provided where available.

How are orders packaged?

Each item is carefully inspected and securely packed using protective wrapping, cushioning materials, and a strong outer box. Where suitable, items may also include presentation packaging or a protective inner box.

Will I need to pay customs or import duties?

For international orders, customs duties, taxes, or import fees may apply depending on your country. These charges are the customer’s responsibility unless stated otherwise at checkout.

Returns

Can I return an item?

If you wish to return an item, please contact us within the return period stated in our Returns Policy. Items must be unused, undamaged, and returned in their original packaging.