Frequently Asked Questions

SHOPPING

Purchasing an item on Graff.com is simple and secure. Once you have selected your item, you can move it to your Shopping Bag by clicking on the "Add to Bag" button. To complete your order, simply follow the instructions through the checkout process.

Your credit card details will be requested at the end of the checkout process, after which your order will be confirmed. Graff also offers the option to place your order over the phone. Please call Customer Service at 852 3125 1511 to do so in Hong Kong.

Graff.com currently accepts Credit Card, Debit Card, ApplePay, and Bank Transfer. Please note that for certain items payment options may be limited. For further information on payment methods, please contact Customer Service at 852 3125 1511 (Hong Kong).

To find out if an item sold online is available at your local boutique, please call Customer Service at 852 3125 1511 (Hong Kong) or fill out an online enquiry form, which you can locate when you click on a certain product.

Your Graff purchase will be packaged in a signature Graff box and shopping bag. Complimentary gift-wrapping is included for all orders. 

You will be able to include a personalised gift message with your purchase at checkout, which we will be printed on a card. We recommend that you leave your name on the gift message as the package will have no additional information that identifies you as the giver. Your customised message will arrive with your gift package.

Resizing is offered for specific items. To find out more, please contact Customer Service at 852 3125 1511 (Hong Kong)

Yes, Graff.com is a safe platform on which to place your online order. It is important that our site server is extremely secure and therefore we ensure that industry-standard encryption technologies are used when transferring and receiving customer data.

Graff.com does not offer all merchandise online, however an extensive range is available and new items are continually being added.

If you need extra help or advice about your purchase, you can make an enquiry through our contact form, contact Customer Service at 852 3125 1511 (Hong Kong) or Email Us .

In-boutique pickup is available at all Graff boutiques in Hong Kong for items that are available to purchase online. You will be able to select the boutique at the checkout page. Please see the full list of Graff boutiques which offer in-boutique pickup here.

Prices on Graff.com are subject to change. The price listed on the day of purchase is what you can expect to be charged.

Yes, you may still purchase items from Graff.com. Please contact Customer Service at 852 3125 1511 (Hong Kong).

We do not currently have a cell phone application where you can make purchases. However, you can contact Customer Service at 852 3125 1511 (Hong Kong) for assistance on making purchases over the phone.

No, unfortuantely once the order is complete you cannot change the payment or delivery method.

Unfortunately, we currently only accept one payment method per order. We recommend that you make a separate order per purchase if you wish to order multiple items with different payment methods.

Opening a Graff account to make a purchase on Graff.com means that your personal details will be securely saved so that you can ensure a faster check-out process. You can also sign-in at any time and track your online orders easily. Registering for a Graff account also allows you to save items to a wish list and access exclusive previews on latest products.

Graff treats the privacy of its clients with the utmost importance. To find out more about how Graff processes and protects your data, please visit our Privacy Policy and Cookie Policy. If you have any further questions, please email data@graff.com.

No, you will not be charged sales tax for your Graff.com purchases made and shipped in HK. For further information, please contact Customer Service at 852 3125 1511 (Hong Kong).

SHIPPING & RETURNS

Online purchases made on Graff.com can only be shipped to addresses within Hong Kong. At present we are unable to ship internationally. For more information about Hong Kong shipments, please contact Customer Service at 852 3125 1511 or make an enquiry via our contact form.

Graff engagement rings can take up to three weeks to be delivered because each of our single stone rings is unique. Resizing and personalisation results in a longer delivery time. For more information, please contact Customer Service at 852 3125 1511 (Hong Kong)

You are able to return your order to our Graff Hong Kong Central boutique. Please contact Customer Service at 852 3125 1511 for assistance with returning your purchase. Online purchases have a 14-day return policy, which is activated from the date you receive your product from us.

Once your order has shipped, you will receive email confirmation. For more details on the estimated delivery date, please contact our Client Services Team, who will be happy to help with tracking your package.

Yes, complimentary gift-wrapping is included for all orders. Purchases will include a Graff box, personalised gift message or blank card and a shopping bag.

No, we do not currently ship internationally and can only accept orders with Hong Kong shipping addresses. Please contact Customer Service at 852 3125 1511 if you require further information.

You will be able to change your delivery address after you have placed an online order if the item has not yet been shipped. Please contact Customer Service at 852 3125 1511 (Hong Kong) to do so.

The money will be refunded to the purchaser and not the gift receiver.

No, shipping fees are complimentary for all purchases.

No, we only ship to one address per order.

The order confirmation, delivery notification and invoice for your order will be sent via email to the address provided during the check out

CLICK & COLLECT

The Graff in-boutique pickup service enables you to collect your online purchase from all Graff boutiques in Hong Kong. To see the full list of Graff boutiques in Hong kong please visit our boutique locator here.

At the checkout page you will be able to select the in-boutique pickup option. The complete Hong Kong boutique list will drop down and you can then select the boutique you wish to collect your item from. You will receive an email from the boutique when your order is ready for collection. Please wait for this email before going to the boutique and ensure you bring the below:

1. A copy of your in-boutique pickup notification email. 

2. A valid form of identification.* If you send someone else, or a courier service, to pick up the item on your behalf, please ensure that they have a copy of your in-boutique pickup notification email along with their own valid form of identification. 

Valid forms of identification include: 

-Passport  

-Government-issued national/state/province identity card

The length of time it takes for an item to be ready for collection depends on the product category and you will be informed via email about your order. The boutique manager will notify you when the item is ready for collection.

Please make sure you have: 


1. A copy of your in-boutique pickup notification email. 

2. A valid form of identification.* If you send someone else, or a courier service, to pick up the item on your behalf, please ensure that they have a copy of your in-boutique pickup notification email along with their own valid form of identification. 

Valid forms of identification include: 

-Passport 

-Government-issued national/state/province identity card

No sales tax will be charged if you pick up the items at the boutiques in Hong Kong.

CARE & REPAIR

Diamonds are forever and with some simple care you can ensure they are preserved for years to come.Boutique Boutique diamonds jewels in such a way that each piece is separated from the next so they cannot scratch each other. Different stones have different hardnesses and softer stones and metals can easily be scratched by harder stones. Diamonds are the hardest material and should be stored invididually and should not be in contact with other diamonds. Diamonds are best stored in the box in which they came in or a soft fabric pouch.

Diamonds should be cleaned with warm soapy water and a soft brush.

Do not use harsh detergents or alcohol. Rings can be cleaned reguarly to maintain the sparkle of the diamond and also remove any germs and hand cream that may be trapped behind the setting. 

Even though diamonds are hard-wearing, it is recommended that you do not wear them whilst carrying out hard labour work.

You can use a non-abrasive cleaner to maintain your gold and platinum jewellery. Use a soft cloth to polish your gold reguarly and boutique it separately from other metals to avoid discolouration. Both 18 carat white gold and platinum rings may need re-polishing depending on the level of wear and tear. Do not let your gold jewellery come into contact with household bleach as this will cause the gold to discolour and possibly even disintegrate. Try to avoid wearing platinum and white gold rings side by side because the softness of each metal differs. 

To avoid your gold tarnishing, always remove jewellery when you go swimming - the chlorinated water can damage the surface of the metal. It is also recommended that you remove your gold when applying perfume and hairspray and using cleaning products. 

It is recommended that you do not wear your gold or platinum jewellery whilst carrying out hard labour work as precious metals can scratch and dent when they come into contact with harder elements.

All gemstones are very precious and you must protect them by avoiding contact with abrasive surfaces and impact against hard surfaces. It is best to boutique gemstones separately, ideally in the box in which they were received or in a soft fabric pouch. 

If carrying our hard labour work, we advise taking off your jewellery to protect your gemstones. 

To clean your gemstones, it is best to use a soft, lint-free cloth. However, soap, water and liquid cleaners must not be used on certain gemstones, so it is best to contact Customer Service at 852 3125 1511 (Hong Kong) or submit an enquiry via our contact form if you are unsure. Please also avoid harsh chemicals coming into contact with your gemstones as this may dull the stone and cause erosion. 

GRAFF DIAMONDS

To schedule a Graff diamond ring consultation you can either contact Customer Service at 852 3125 1511 (Hong Kong) or submit a request via our appointment form.

Every Graff diamond is responsibly mined in accordance with the Kimberley Process - it is of crucial importance that the ethical, conflict-free provenance of our jewels is diligently maintained. Read our anti-slavery statement to find out more.

The majority of our diamonds over 0.50 carats are accompanied with a GIA certificate and other important gemstones with certificates from leading independent authorities within the industry.

Issued by the Gemological Institute of America (GIA), an independent laboratory and the world's foremost authority on diamonds, a GIA certificate is a record of the quality and properties of a stone. They are issued after a diamond has been analysed and graded. If the diamond you have chosen has a GIA certificate, we will email the e-copy to you upon purchase.

Unique in the world of diamonds, we preside over every stage of a diamond's journery and are dedicated to seeking out the very best: diamonds that will speak to the heart for eternity. From the sourcing of a rough diamond to the cutting, polishing and mounting of each stone, our attention to detail is all-encompassing. Every diamond that passes through our hands is imbued with the passion and expertise of two generations of the Graff family, paired with exceptional artistry and design. At our London workshop we use traditional, time-honoured tools alongside cutting-edge design technology to unleash the natural potential of Mother Nature's finest raw material.

ENGAGEMENT & BRIDAL

There are two ways in which you can schedule a consultation with a Graff Diamond Expert. Either contact Customer Service at 852 3125 1511 (Hong Kong) or submit a request via our appointment form

Yes, every Graff diamond is responsibily mined in accordance with the Kimberley Process, which certifies that diamonds originate from conflict free zones. It is of crucial importance that the ethnical, conflict-free provenance of our jewels is diligently maintained. 

Graff has always been at the forefront of such developments and is committed to acting in an ethical and responsible manner across all its business practices. We do not tolerate slavery, servitude, forced or compulsory labour or human trafficking either within our business or within our supply chains. 

Through our procurement and polishing division we are subject to the rigorous requirements of the De Beers Best Practice Principles (BPPs). These BPPs set out the detailed standards our procurement and polishing division, Safdico, is required to adhere to in order to maintain its ‘Sightholder’ status with De Beers. Among other requirements, the BPPs focus carefully on supply chain management, provenance claims, child and forced labour and ethical standards generally. Alongside Safdico, we are regularly subject to audit procedures in order to ensure ongoing compliance with the BPPs. This has, over a number of years, fostered a culture of increased vigilance and compliance within Graff. Please read our anti-slavery statement to find out more.

Every Graff diamond is evaluated and assessed according to the catergories of diamond quality prescribed by the GIA: Cut, Colour, Clarity and Carat. These characteristics are known as the 4Cs and each plays a role in determining the uniqueness of a diamond.

The authenticity and quality of each and every one of our diamonds is extremely important to Graff. Many of our diamonds are laser inscribed with the Graff logo, proving that they have passed through our rigorous selection process and ensuring an unrivalled level of authenticity. Each diamond engagement ring is also accompanied by a GIA certificate, which guarantees the quality of your stone. With our own hallmarking facility, presided over by a member of the Goldsmith's Company Assay Office, all of the metals used within our jewels are also scrupulously authenticated. 

Graff also offers the option to talk to a Graff Diamond Expert, who can answer any questions you may have and help you choose an engagement ring that is personal to you.

Book an appointment

You will be able to change your delivery address after you have placed an online order If the item has not yet been shipped. Please contact Customer Service at 852 3125 1511 (Hong Kong) to do so.

All Graff purchases will arrive in unmarked packaging to ensure the privacy of your order, with your engagement ring beautifully gift-wrapped inside. Should you have any more questions, please contact customer service at 852 3125 1511.

Depending on whether it is necessary to have your engagement ring resized, please allow up to three weeks for delivery. You will receive an email with tracking details once your item has been shipped.

Engagement rings have a 14-day return policy, which is activated from the date of you receive your product from us. To make an exchange request, you can drop off your ring at Graff Central Hong Kong salon - please see here for the detailed address. Please contact Customer Service at 852 3125 1511 for assistance with returning your purchase. 

For assistance with resizing your engagement ring, please contact Customer Service at 852 3125 1511(Hong Kong) or fill out an in-store appointment form.

- Once your purchase is complete and you have received delivery if there is fine tuning that needs to be make it the perfect piece for you we will do our upmost to ensure that we can do that for you straight away.

- Please contact Customer Service at 852 3125 1511 (Hong Kong)

COUNTERFEIT DESIGNS

Please email all information about counterfeit designs to info.hq@graff.com or contact Customer Service at 852 3125 1511 or submit an enquiry via our contact form.