Our Policies (Temporary)

Orders

Orders may be placed online at surunvolcan.com at any time.  We will confirm all orders with an expected delivery date.  

If an item is in stock and available for shipping it will be sent immediately.  If an item is not in stock it will be made to order and the item will usually take 5-8 weeks to deliver.  We will contact you with an estimated delivery date.  If an item is made sooner than expected, it will be shipped immediately and you will be notified.

Orders placed during holiday seasons or when there is a high volume of orders can take longer than the allotted time window.  We will notify you if the production time is longer than usual.

SUR UN VOLCAN reserves the right to refuse sales or cancel orders placed by a customer in violation of the site’s terms or as otherwise determined by the company.

If you have a specific question regarding availability, sizing, or anything else, please contact our sales representative at info@surunvolcan.com

 

 

Shipping

SUR UN VOLCAN ships internationally free of charge.

Please be aware that all orders will require a signature on delivery. Please keep this in mind when giving your delivery address (home or work) and for high value items we always recommend using your billing address.

Once a product is shipped,allow two to three working days.

For international shipments, all import duties, sales taxes or other import costs, incurred at the point of entry into the destination country are the responsibility of the customer.

For international duty rates please contact your local customs department.

 

Returns and Exchange

Unworn jewellery is eligible to be returned or exchanged within 14 days of receipt.   All custom pieces (including personalisation such as engraving) and bespoke orders are final sale and cannot be returned or exchanged.  If you have a question as to what defines a custom piece or bespoke order please contact info@surunvolcan.com

Please be aware that all costs incurred in shipping returns are the responsibility of the customer. Duty reclaims on returns are also the responsibility of the customer and we will endeavour to aid you with any required paperwork.

We kindly ask that you return items in their original "SUR UN VOLCAN" packaging.

 

Repairs

There is a one year repair or exchange warranty on my products, which covers craftsmanship faults only, not wear and tear from regular use or loss of an item. In order to consider a warranty claim, I will need to see the piece in person so I can verify the claim, as well as receiving proof of purchase. 

Also note, it is the customers' responsibility to accurately confirm their ring size. If an error is made, and your piece needs resizing or re-making, then there will be a fee of HK$ 1600, we would require the ring to be unworn and in perfect condition in this instance. This applies to repeat items only, not for bespoke items. This is due to the fact that any coatings will be burnt off in the re-sizing process and will need to be re-engraved and plated. If your ring needs to be sized up, I can resize your piece free of charge within one year of purchase. A small fee will be charged for any resizing outside of this time.

* We do not repair works that have been badly treated or have lost their plating from overuse. If you have plating on the outside of the engravings on your ring please be aware, if worn too much, the plating will wear away over time.

All items outside the Warranty period will incur an additional charge.