We are here to help. The answers below summarize the policies above. If there is any difference between an FAQ answer and the full policy, the full policy applies.
ORDERS & DISPATCH
When will my order be sent?
We ship within 3–5 business days after payment has been confirmed. Made-to-order and pre-order pieces follow the estimated timeline listed on the product page and in your order confirmation email.
Can I change or cancel my order?
Please contact us as soon as possible. We can only adjust or cancel an order before processing. Custom or made-to-order pieces cannot be canceled once production has started.
Can I change my shipping address?
Address changes are only possible before dispatch and cannot be made once a shipping label has been created or the package has been handed over to the courier.
What if I didn't receive an order confirmation?
Please check your spam or promotions folder. If you still cannot find your confirmation email, contact us with your name and payment details so we can assist you.
Do you offer gift packaging?
All KHEMIA products arrive in our signature brand packaging. If you would like to add a personal note, you can let us know at checkout.
SHIPPING & DELIVERY
Do you ship internationally?
Yes. KHEMIA ships worldwide from Shanghai, China. Available destinations, shipping options, and costs are calculated at checkout.
How do I track my delivery?
Tracking details depend on the shipping method selected for your destination:
• Standard Express (DAP): Tracking updates will appear within 72 hours of dispatch.
• Duties Included Express (DDP): Packages undergo local customs clearance first, which typically takes around 8–10 calendar days. Tracking will become active once customs clearance is complete and the package has been handed over to the local carrier.
If your tracking information has not updated after the expected timeframe, please contact customerservice@khemiastudio.com.
Will I have to pay import duties or taxes?
If Duties & Taxes Included is shown at checkout, all applicable duties and taxes are included in your order total, and no additional charges will be due upon delivery. If this option is not available for your destination, import duties and taxes may be collected by the carrier upon delivery.
PAYMENT & PROMOTIONS
What payment methods do you accept?
Supported payment methods are securely displayed at checkout based on your region. We never store your full payment information.
Why was my payment declined?
Payments may be declined by your card issuer or bank. Please check your billing details and available funds, or contact your bank or card issuer for further assistance.
Can I use multiple discount codes?
Only one promotional code can be applied per order unless otherwise stated. Certain collections or customized items may be excluded from promotions.
RETURNS & EXCHANGES
Can I return or exchange an item?
Yes. Eligible items can be returned by contacting us within 14 calendar days of delivery. Custom products, sale items, and unsealed hygiene-sensitive pieces are non-returnable. Please refer to our full Returns Policy for details.
What should I do if my order arrives damaged or incorrect?
Please notify us within 48 hours of delivery. To help us process quickly, please send the following to customerservice@khemiastudio.com:
• Your order number
• A brief description of the issue
• A complete unboxing video
• Clear photos of the item, inner packaging, and shipping label
Please keep all original packaging while our team reviews your request.
CARE & REPAIRS
How should I care for my KHEMIA pieces?
Keep your jewelry away from moisture, perfumes, cosmetics, household chemicals, and hard impacts. Store each piece separately in its soft pouch or protective box when not in use.Follow any material‑specific care guidance on the product page or in Appendix A.
How do I request a repair?
Email customerservice@khemiastudio.com with your proof of purchase, clear photos, and a brief description of the issue. Our team will evaluate warranty coverage, repair feasibility, cost, and timeline before proceeding.
How long do repairs take and how much do they cost?
Repair times and costs vary by the work required. Warranty repairs for manufacturing defects are free of charge. Non-warranty repairs will be quoted for approval. Please allow additional time for shipping.
Can you repair or accept returns for KHEMIA items bought elsewhere?
Returns must be handled by the original store or authorized retailer where the item was purchased. For repairs, please contact the original seller for assistance.