FAQs
ORDERS
WILL MY ORDER BE GIFT WRAPPED?
Each piece of jewelry comes beautifully packaged in a white Sovea jewelry box and custom gift messages when shipped. At checkout, simply toggle on the gift wrap option for your chosen item and include your personalised message. For safety reasons, no branding appears on the shipping box so it stays top secret up until the last minute.
WHEN WILL I RECEIVE MY ORDER?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
CAN I CHANGE MY ORDER DETAILS AFTER IT HAS BEEN PLACED
Unfortunately we're unable to amend your order once it has been placed. If your order hasn’t been dispatched, we're still able to amend any personal details, such as your shipping address.
Please contact us via email at info@soveajewelry.co to confirm.
SHIPPING
WHAT ARE YOUR DELIVERY OPTIONS?
We offer free SF Express shipping within Hong Kong. For international orders, we will use Hong Kong Post / UPS for insured packages.
You can learn more about our shipping options, including any shipping fees here.
CAN I COLLECT MY ORDER FROM SOVEA OFFICE?
Yes, you may collect your order in person at our office. Please note at checkout and we will send you an email confirming the pick up arrangements and address details.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your consignment reference which you can use to track your order.
WILL I NEED TO PAY CUSTOMS AND TAX?
Customs duty and tax are not included in our product prices.
Please note, any brokerage fees incurred by local customs upon import is the responsibility of the recipient.
DO I NEED TO SIGN FOR THE DELIVERY?
Yes, due to the high value of our orders, our delivery services require signature upon delivery.
PRODUCTION
WHERE ARE YOUR JEWELRY MADE?
Our delicate opal pieces are crafted with meticulous care through our close-knit production in the region, partnering with trusted artisans who share our commitment to exceptional hand-finishing and quality.
WHAT ARE YOUR PIECES MADE FROM?
We work with 14k and 18k gold, platinum and sterling silver. If you wish to custom your pieces in a preferred karat, we are happy to assist.
ARE YOUR GEMS ETHNICALLY SOURCED?
Our opals are ethically sourced. We partner directly with responsible Australian miners who uphold sustainable practices and environmental care. Primarily from the renowned fields of South Australia — Coober Pedy and Mintabie — each stone is hand-selected for its exceptional quality and iridescence, allowing you to wear your piece with complete confidence and peace of mind.
WHERE ARE YOUR OPALS ORIGINATED AND ARE THEY NATURAL?
Our opals are natural Australian gems, formed deep within the earth and prized for their rare play-of-colour and individuality.
We primarily feature solid opals of exceptional quality, hand-selected for their unique iridescence. For deeper vibrancy, we offer high-quality doublets and boulder opals with their distinctive earthy tones.
Every stone is entirely unique, a singular expression of the earth's beauty.
HOW DOES BESPOKE PROCESS WORK?
The customisation process begins with a considered conversation. We start by selecting a loose opal from our current collection or discussing your preferences — size, tone, pattern, and character. From there, you choose your preferred gold setting (14K or 18K in yellow, white, or rose gold).
We then develop initial sketches, refining these into a series of thoughtful designs. To bring clarity to the vision, we create a precise CAD rendering, allowing you to visualise the piece in three dimensions before any metal is touched.
Throughout, we work closely together — iterating as needed until the design feels entirely yours. You’ll receive regular progress updates, and most pieces are completed within 4–6 weeks. It is a deliberate, collaborative process shaped around your individual story.
RETURNS & EXCHANGE
DO YOU ACCEPT RETURNS?
We want you to love your Sovea piece. For ready-to-ship items, we offer returns for refund to your original payment method within 7 days of delivery.
What qualifies:
- Item must be unworn, with no signs of wear or damage
- Must be returned in original packaging
Important notes:
- Return shipping is the buyer's responsibility
- Original shipping fees are non-refundable
- Bespoke jewelry, custom pieces, and international orders are final sale—no returns, exchanges, or resizing
- Partial returns not accepted (e.g., chain or pendant only)
- Refunds are processed within 10 business days (may take up to 10 additional days to appear on your statement)
Faulty items:
If your piece arrives damaged or faulty, please contact us right away at info@soveajewelry.co. We’ll arrange a replacement (if in stock) or resolution promptly.
To start a return, email us at info@soveajewelry.co with your order details.
We’re here to help—thank you for choosing Sovea.
DO YOU OFFER EXCHANGE?
At this moment we do not offer exchange of items. We do encourage to check all specifications and details of the item you're interested before you purchase.
SIZING & REPAIRS
WHAT IS MY RING SIZE?
Ring sizes can vary slightly by brand/manufacturer. If you do not know your ring size, we highly recommend having your finger sized by a local jeweler and asking for your HK ring size. If this is not possible, find your ring size is by using a ring you already own that fits well and comparing it to a size chart. You can measure the diameter of your ring by placing in centred on a ruler and count the inner milimetres.
Additionally, since finding the best size sometimes will depend on the style of the ring you are choosing, we encourage you to email us at info@soveajewelry.co. Ring size is a personal preference, but we will do our best to help guide you.
DO YOU OFFER RESIZING?
We can resize any Sovea ring up or down for you, with the exception of open ring, pave, and eternity ring styles. We offer a one-time free resizing service for rings including and below US size 7. a subsidised fee, will be charged for US sizes above 7. Please request a resize at check out.
DO YOU OFFER REPAIRS?
For repair requests, please submit your request via email at: info@soveajewelry.co with details and photos.
Items must be returned in original or similar protective packaging, securely packed to prevent transit damage.
It is at the client’s expense to safely return piece(s) to Sovea Jewelry and it remains their responsibility until confirmation of receipt by our customer service team.
If the item arrives in unsuitable condition, the repair may not be accepted and will be returned at your own expense.
Hong Kong domestic repairs incur a flat processing/return fee of HK$100. For international customers, please contact info@soveajewelry.co for a quote prior to sending. The return shipping costs are respective to your destination country. The cost will be stated on your repair invoice and additional duties and taxes may be calculable and payable at checkout.
CAN'T FIND WHAT YOU'RE LOOKING FOR?
Send us an email and we will get back to you as soon as possible.
