FAQ

About Us

Where is your company located?

Our main office is in Hong Kong, where design and manufacturing are headquartered.

Do you have any retail locations?

In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only have an online store.

Do you have a warranty on your jewelry?

Yes, we have a one-year warranty against any manufacturing defects on all of our jewelry. Any damage sustained by misuse or alterations not done by Aclya will void the warranty. Please view our warranty information page for more details.

What is a Wish List?

Aclya Wish List is a convenient way to keep track of all those special items you want. Personalize up to 8 pieces with multiple customizations, save them to your list, and share with your friends and family. Wish lists are great for special occasions - let others know what you’re looking for, or share gift ideas for someone special.

Can you mail a catalogue of your items to my home?

No, but all products we offer are available for viewing on our website.

Account

How do I create an account?

The first step is to click ‘Login/Register’ on the top right corner of the site, and then choose ‘Create an account’ to start the process.

Once there you should enter your personal information. That’s your first and last name, your email address, and verification code, password.

Complete the process by clicking ‘Create an account’.

Congratulations, you made your account. We’ll send you an email to confirm.

How do I change my account settings?

To change your account settings, log in to your account first, You can change your password or email address by going to 'Account Information’.

You can change your address details or phone number by going to ‘Address book’.

After you change your password, you will receive an email confirming that you created a new password for your account.

How do I reset my account password?

Start off by going to the account sign in page. Click ‘Forgot Your Password’ then enter the email address you use to get into your account. Click ‘Reset My Password’, and we'll send you a password reset email straight away.

When you get the email, open it and click password reset link. Then type in your new password and confirm it.

Why should I sign up for a newsletter?

You'll be the first to receive the latest Aclya trends, take advantage of Aclya offers & special promotions and on top of that - you can get an extra discount for your first purchase.

Shipping & Delivery

Why is my order late?

We always aim to deliver your order within our standard delivery times, but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:

Your order was shipped during our sales and promotions season.
You ordered more than one product.
There were unpredictable circumstances beyond our control.

Do you want to find out the current delivery status of your order? You can easily track the status of your order.

Track order purchased from aclya.com

How much will delivery cost?

For your convenience, we are happy to ship our products to every place in the world. For international orders, rates and shipping time differ from country to country, for more details, please visit:

Shipping & Delivery

How long does delivery take?

Delivery Time= Processing Time + Shipping Time

Processing Time : Normally 5-8 Business Days

Shipping Time : DHL( $19.99) Normally 2-4 Business Days

Free Shipping Normally 12+ Business Days

Why was my package returned?

There are multiple reasons your package might have been returned to us.  

1. Wrong or incomplete address 

2. Invalid phone number                 

3. Unable to deliver             

Please contact the shipping company for more information or you may contact us so that we may assist you better.

Why is the tracking number not working?

When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days to see any activity once it has shipped out from our end.

Do you ship to P.O. Boxes or military addresses?

Express Shipping cannot deliver to P.O. Boxes or military addresses. We could only ship to P.O. Boxes and military addresses (APO, FPO) address via Standard Shipping method.

Will I have to pay customs duties, taxes or other fees?

You will not be charged any consumption tax. However, you may need to pay the customs duties by yourself.

Do I have to be available to sign during the time of delivery?

For U.S. orders, purchases of $300 or more require an adult signature at the time of delivery.

For U.K. orders, purchases of £300 or more require an adult signature at the time of delivery.

When do I receive the tracking number for my Aclya Product?

You usually receive the tracking number for your Aclya product once your order is shipped.

If you haven’t received the shipment confirmation email containing the tracking number in that time, please check your spam folder in case the email got delivered there. If you still can’t find the email, please contact us. 

Orders & Payments

How do I change the currency?

On the upper right corner of our website, you will see a currency widget where you can change the currency to one of the following:

USD,AUD,GBP,CAD,EUR,HKD,INR,JPY,NZD,CHF

Why was my payment declined?

Aclya accepts Visa, MasterCard, American Express, Diners Club, and JCB.

If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card or payment method.

If the above instructions fail please contact your bank or contact us with as much detail along with the error messages, and we would assist you.

How do I change/modify my order?

If you notice a mistake with your order after receiving an order confirmation email, please call us at: +1 315 636 5328, or email us to: service@aclya.com. Please note that we can help you modify your order before shipment.

It includes changing the size or engraving, removing an item, changing your shipping address.

Once your package shipped, we will not be able to change anything.

What payment methods do you accept?

We accept PayPal Express and PayPal credit payments, PayPal Express is a fast and secure way to bypass guest checkout and purchase our products online. PayPal has all of your details saved, so all it takes is an email address and password to safely complete your online purchase

What emails will I receive regarding my order?

Typically, we’ll send you two emails when you order: the order confirmation, and the shipment confirmation. These tell you when you’ve successfully placed your order and when the order has been shipped (with a tracking number).

Under the following situations we’ll send an additional email:

When we cancel the order as you requested;

When we modify the order as you requested;

When we arrange to refund or exchange after receiving your return.

How do I know if my order is placed successfully?

You will receive an order confirmation email when your order has been placed successfully. By visiting the Track My Order, you can check the status of your order.

What should I do if I did not receive a confirmation email?

If you have not received a confirmation email about your order, you may have entered your email incorrectly when placed the order or the email might be in your spam folder. You may log into your Aclya account and click "My Orders" button to see your orders. You may also contact us to find out more information about your order.

How do I find the product I'm looking for on the website?

You can find all the products on our site through a simple search. Either enter the keyword or item number in the search bar at the top right of the page, or search by category on our navigation menu.

Returns & Exchanges

What is your return policy?

We offer an easy, hassle-free 30-day return policy. If you are not completely satisfied with your purchase, you may return it for a refund within 30 days of the delivery date.

If you would like to know more, please view: 30-day return policy

Which items cannot be returned for refund?

The following are Non-Refundable Items:

1. Clearance items are not refundable or exchangeable.

2. Personalized items with “engravings” and “photos”, such as rings, necklaces and bracelets, are non-refundable.

3. Special order items such as those with custom sizes and colors are not refundable. 

4. Items without jewelry tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.

5. Items that were worn, or sent to you as Replacement/Exchange are not refundable.

How long does it take for the refund to be processed?

Returns will be processed within 3-7 days upon receipt of your package. The refund will be issued either in the original payment method or via store credit as you requested. Once your refund has been issued, you will receive a confirmation email, and the money would back to your payment PayPal account.


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