About after sales service

  • What is included in the after sales service?

    ●Engagement Ring・Wedding Ring
    Size alteration, size exchange service*:
    ・A three-year free size alteration period is provided. A service charge of HK$500 will be levied after the free alteration period expired.
    ・For the ring style that cannot alter its size, a three-year free size exchange service is provided. A service charge of HK$1,000 will be levied after the free exchange period expired.
    * if the new size required is out of standard ring size scales, a special size handling charge will be applied. (Please check with our consultant for the exact cost. This charge is required
    Repair Service:
    ・A one-year free repair peroid is provided. A service charge of HK$500 will be levied after the one-year free repair period expired.
    ・Free repairment is provided if the side diamonds fell out from the ring within one-year of purchase. Afterwards, a separate quotation for the charges will be given.
    ・We may not be able to provide free service to some of the ring styles due to its special finishing and polishing procedures.
    * This is not applicable to the main diamond of engagement ring and pink side diamonds.

    ●Anniversary / Fashion Jewelry
    Size alteration for eternity rings and special designs by quotation.
    Repair service:
    ・A one-year free repair peroid is provided for manufacturing defects. Afterwards, a quotation for the charges will be given after assessment.
    ・General wear and tear, misuse, and tarnishing are not covered under the warranty.

    *The after service mentioned above is only applicable to items purchased within Hong Kong.
    *Items purchased outside of Hong Kong will not be entitled for the free of charge warranty period.
    *If you required service from another region, please visit I-PRIMO official website of such region for more information.

  • Does I-PRIMO provide ring size alteration service? How long does it take?
    Yes, we provide “size alteration service” or “size exchange service” depending on the design of your ring. It may take around 4-5 weeks to alter the ring size. As different design may require different services, please discuss with our consultants in store.
  • Does I-PRIMO have cleaning service? How long does it take?
    Generally, it takes about thirty minutes to clean your ring after you bring it to our stores. If we are busy, we may invite you to leave your ring with us for a certain period. This service is available at any I-PRIMO stores, no reservation is needed.
  • Can I service my ring in any I-PRIMO stores?
    Yes, all I-PRIMO stores provide after sales services. Please feel free to visit the store closest to you.
  • Can I enjoy the same after service oversea?
    The free of charge warranty period is only applicable to items purchased within the country. Service options and fees may vary according to country. If you required service from another country, please visit I-PRIMO official website of such country for more information.
  • Apart from size alteration, does I-PRIMO provide other maintenance services?
    Our maintenance services include polishing, reshaping, refinishing, resetting or tightening prongs to secure diamond on engagement ring.
  • How long does it take to repair a jewelry piece?
    It may take about three to four weeks. Longer time may be required depending on the design.
  • Can I repair my broken ring?
    We may repair or exchange for it depending on the situation. Please visit the nearest store for an assessment.
  • Can I repair the ring if the diamond has fallen off?
    We may repair or exchange for it depending on the situation. Please visit the nearest store for an assessment.
  • How can I maintain my ring at home?
    We suggest you use a piece of soft cloth to clean the ring after use and before storage. This helps to maintain the shininess of the jewelry from the damages caused by dirt and grease. Beside, you can also put neutral detergent in warm water and soak the ring overnight in order to remove the grease and regain shininess. Please do not rub hard on the diamond or the prongs as it may damage the ring.
  • How can I keep my ring properly?
    Use a jewelry box or place it in between soft cushions made for jewelry storage. It helps to avoid scratches.
  • Can I bring the jewelry from other brands to repair at I-PRIMO.
    We are sorry. We are unable to repair any products from other manufacturers and brands. Please check with the seller directly.
  • Can I change the words engraved on the inner ring?
    Yes, you can change the words engraved. A handling fee of HK$300 will be charged.
  • Do I need appointment for maintenance and repair service?
    It is not necessary. However, in considering for the long waiting time during the peak time at store, we may be able to handle your case swiftly if you have a reservation. No reservation is needed for general cleaning service.