FAQ

What are my payment options?

We accept Mastercard, Visa, ApplePay, HSBC PayMe, GooglePay, ShopifyPay and PayPal.

I have placed my order, but have not received an order confirmation. What should I do?

Please check your junk mail, otherwise please email us as soon as possible at info@houseofaurum.com. 

Can I have a personal message included with it?

For personal messages, you may add a your note when you reach the order confirmation stage. The message will be included with your shipment.

How long does it take to ship and deliver?

For local (Hong Kong) deliveries, please expect your order within 3-5 business days. For all international orders, we make every effort to have your order delivered within fifteen (15) business days. You will be notified by e-mail of any delay in the shipment or delivery of your order.**

How do I cancel or change an order?

If for any reason you need to cancel or change an order after submitting it, please email us at info@houseofaurum.com as soon as possible. We will try our best to fulfill your request, but please note that if your order has already been processed it may be too late to cancel or change the shipment. However, you can return the order once it is received. In the event you refuse an order after it has been shipped, you will be responsible for any shipping charges related to that order.

How do I return items to you?

In the event you are not satisfied with a product and wish to return it, you have 30 days from the date of receipt to return the product - at your expense - to us in the original packaging. Please email us at info@houseofaurum.com with reason included for return so we may process your refund promptly. We will issue a refund within 14 days of receiving the product in original condition, equal to the original amount charged for the product. This will not include any shipping costs related to the original order and/or the return of the order will not be refunded.


Note: we recommend that when shipping products back to us you use a recorded delivery service -- a service that provides a tracking number (i.e. UPS, DHL, FedEx). Except in instances where the item delivered was in error or was faulty or damaged, the customer is responsible for the expense of returning the goods to us. Additionally, we cannot provide credit for packages lost during return shipment if proof of delivery is unavailable.

What should I do with a faulty item?

If your item is damaged during shipping, please e-mail a photo of the broken item to info@houseofaurum.com. Please include your order number. We will process your request and ship you replacements for any broken items. Please do not ship broken merchandise back to us. When your replacements arrive, please safely dispose of any damaged items.

**Due to the virus outbreak, we are experiencing longer than usual lead times for international orders. We apologize for the inconvenience and will ship out as soon as possible.