Ornam Policy

Crafting & Processing Time

Because our jewelry is handcrafted in collaboration with traditional artisans in Hanoi’s craft villages rather than mass-produced, each piece takes a little time to bring to life.

1. Made-to-Order & Core Collection — Please allow 3-7 business days for our artisans to craft the ceramic and silk elements and for our studio to assemble your piece before it ships.

1. Custom & Bespoke Pieces — Custom designs require direct coordination with our village workshops. Crafting times typically range from 2-4 weeks, and we will confirm your exact timeline before beginning work.

Shipping & Delivery

We ship worldwide directly from our studio in Hanoi, Vietnam.

1. Rates & Delivery Estimates — Shipping costs and estimated delivery windows are calculated automatically at checkout based on your location and preferred courier. You will see the exact total before confirming your order.

1. Order Tracking — As soon as your piece is packaged and handed over to the carrier, you will receive a shipping confirmation email with a live tracking number so you can follow its journey every step of the way.

1. Customs & Import Duties — For international orders outside of Vietnam, please note that your package may be subject to local customs fees, import duties, or taxes upon arrival. These charges are determined by your country's customs office and are the responsibility of the buyer.

1. Lost or Delayed Packages — While we aren't responsible for carrier delays or customs holds once a package leaves our studio, please reach out if your tracking hasn't updated in an unusually long time, we will always help you investigate with the courier.

Returns & Exchanges

We want you to completely love the piece you wear. If your jewelry isn't the right fit, we gladly accept returns and exchanges under the following guidelines:

1. 14-Day Return Window — Contact us within 14 days of delivery to initiate a return for a full refund or an exchange, and ship the item back within 21 days of delivery.

1. Condition of Items — Returned pieces must be completely unworn, unaltered, and placed back in their original protective packaging with the artisan quote card included.

1. Non-Returnable Items — Custom orders, bespoke designs, and personalized pieces are crafted specifically for you and are final sale. For hygiene reasons, pierced earrings can only be returned if the tamper-proof seal on their inner pouch remains unbroken (or if you ordered the clip-on version).

1. Return Shipping — Buyers are responsible for return shipping costs unless the item arrived damaged or we made an error with your order. We recommend using a trackable shipping service to ensure your return arrives safely back at our studio.

Damaged Items & Artisan Repairs

Every piece is carefully inspected before leaving Hanoi, and packaged in protective boxes to keep the ceramics and Vạn Phúc silk safe in transit.

1. Arrived Damaged — In the rare event that your piece is damaged during shipping, please email us within 48 hours of delivery with a photo of the item and the packaging. We will immediately craft and send out a replacement at no cost to you.

1. Repairs Over Time — Because our mission is to create lasting wearable art, we offer an ongoing repair service. If a chain snaps, a clasp loosens, or a ceramic/silk element needs attention down the road, reach out to us. Depending on the repair needed, we can restore your piece for a small material and shipping fee.

Order Cancellations & Changes

Because we place craft orders with our artisans shortly after you check out, if you need to change your shipping address, adjust a ring/bracelet size, or cancel your order, please contact us within 24 hours of purchase. Once crafting has begun on made-to-order or custom pieces, we are unable to cancel the order.