Assistance

CUSTOMER SERVICE

If you have any questions, please call our John Hardy customer service representative 1-888 838 3022 or email us at: eshop.int@johnhardy.com.
Please note we are available Monday-Friday from 9:00AM-5:30PM (EST), excluding federal holidays.

HOW TO SHOP

Ordering at the John Hardy International Online Boutique (Australia and Canada) is easy and safe. Once you have found the item you would like to purchase, click "Add to Bag" to place it in your shopping bag. Follow the directions through the checkout process to complete your order.
Your order will not be placed until the very end of the checkout process, when you will be asked for your credit card information.

JOHN HARDY MERCHANDISE

The John Hardy International Online Boutique features a limited but comprehensive selection of our current John Hardy collections for Online Shopping. We continually update our online merchandise offering.

AUTHENTIC JOHN HARDY GUARANTEE

WEBSITE SAFETY

It is safe to order at the John Hardy International Online Boutique. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.

PAYMENT

The John Hardy International Online Boutique accepts the following credit cards for online purchases:

American Express
MasterCard
VISA

The total dollar amount of your order will be charged at the time your card is approved. If the amount charged exceeds your credit limit, your order will be automatically canceled.

Troubleshooting Credit Card Payment Errors

If your card is new or recently reissued, make sure it has been activated.
Please double-check the card type (for example, American Express), the account number and expiration date.

Remove dashes or spaces from the account number.

If everything seems to be correct, call the card issuer's customer service number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase.

Security Codes

The card security code is a unique three or four digit number printed on the front (American Express) or back (MasterCard/VISA) of your card, in addition to the account number.

SHIPPING

The John Hardy International Online Boutique accepts online orders for shipment to addresses in Australia and Canada. The John Hardy International Online Boutique does not accept online orders for shipment to addresses in the USA or any of its dependent territories.

For security reasons, John Hardy online purchases will require the signature of an adult over the age of 18 upon delivery. If you will not be at the shipping address to accept delivery of your product, please have the item shipped to an address where an adult you trust will be available to sign for your package.

To ensure the secure delivery of your order, John Hardy does not ship orders to P.O. Boxes and APO/FPO addresses. Please find below the table for shipping time and shipping fee involved.

Shipping Country	Shipping Fee	Shipping Time
Canada	CND$28	2 - 5 Business Days
Australia	AU$28	2 - 5 Business Days

PACKAGING

John Hardy offers a complimentary greeting card for any kind of packaging option. The greeting card can be personalized during the online checkout process or sent blank.

You can choose between two packaging options:

Standard Gift Wrap

Your John Hardy product will arrive in a signature John Hardy gift box that is tied with an orange John Hardy ribbon and accompanied by a John Hardy paper bag. For necklaces, we will include a signature necklace pouch with your shipment instead of the gift box.

Green Packing

As a pioneer of sustainability in the jewelry industry, John Hardy is always looking for ways to be “Greener Every Day.” If you choose our green packing, your John Hardy product will arrive in an envelope that is eco-friendly and prevents tarnishing.

YOUR ONLINE ACCOUNT

Register with the John Hardy International Online Boutique for the most convenient shopping experience. Once you register, you can check out faster, save multiple shipping addresses, access your order history, track new orders and save items to your wish list. Register or sign in here.

PROMO CODE

A Promo-Code is a set of codes given to our customers to enjoy special privilege offers on our products or shipping when they place orders in our online boutique. The special privilege offer will vary from customer-to-customer and may expire on a certain pre-defined date. Please enter the valid Promo-Code, which will be a 6-digit alphanumerical code, in the appropriate field on the shopping bag page and click “Apply.” The offer related to the Promo-Code will be immediately shown in your updated shopping bag page or in the order total. John Hardy reserves the right to final decisions regarding the use of Promo-Codes.

If you have any questions, please email us at: eshop.int@johnhardy.com. You may also call our John Hardy Customer Service at 1-888 838 3022.

ORDER STATUS & HISTORY

We will send updates regarding the status of your online order to the email address you provided when ordering, including when your item(s) have been delivered.

Registered customers: Please sign in to access web order status and history.

Guest customers: Non-registered customers do not have online access to order status and history. You may request information via email eshop.int@johnhardy.com, or by calling 1-888 838 3022.

Please provide the order confirmation number displayed after placing your order so we can respond more quickly and accurately.

ORDER CANCELLATION

Orders cannot be canceled or modified after it has left workshop for shipping.

If you wish to cancel or modify your order, please send an email to eshop.int@johnhardy.com immediately.

Please note that Pre-order and Special Order cannot be cancelled or returned.

Please note that you will be responsible for any shipping cost, custom duty and any tax incurred should you reject to pay the sales tax and custom duty. The final amount will be refunded to your credit card after deducting all the incurred costs.

RETURN POLICY

We want you to be completely happy with your online order. If for any reason you are not satisfied with your purchase, we will gladly offer:

an Exchange (excluding any packaging, shipping, handling charges or tax and duties) for John Hardy Store Credit for item(s) returned within 30 days of receiving your order.

a Refund (excluding any packaging, shipping, handling charges or tax and duties) to the original credit card used for payment for item(s) returned within 30 days of receiving your order.

To Exchange or Refund, please read our Return Policy and follow the Return Instructions below to submit your Return Request online using the option that suits you.

Exchange

You may exchange an item for a different size or style within 30 days of receiving your online order, based on stock availability. *Please note that certain styles or sizes may require a special order to be placed or may not be available at the time of purchase.

If you wish to exchange your item(s), please follow the Return Instructions below to submit a Return Request online using the option: EXCHANGE WITH STORE CREDIT for placing a new order. An Authorization of your Return Request will be sent to you via email with detailed instructions on how to send the item(s) back to us. Once your return item(s) have been received by our office, the Store Credit will appear in your John Hardy International Online Boutique account. The John Hardy Store Credit will be valid for one year from the issue date. Please be advised that you may need to pay any cost difference, additional shipping and taxes.

If you received the item(s) as a gift and do not want to return/exchange the item(s) under the purchaser's account, we will only be able to offer you John Hardy Store Credit under your John Hardy International Online Boutique account for you to place a new order (you are required to create an account if you don't have one). Please email us or call us at 1-888 838 3022 and we can assist you. In order to process the gift exchange, we will need either the order confirmation number or the original purchaser's full name to verify that the order was made online. Once your returned item(s) have been received by our office, the Store Credit will appear in your John Hardy International Online Boutique account. The John Hardy Store Credit will be valid for one year from the issue date. Please be advised that you may need to pay any cost difference, additional shipping and taxes. Unfortunately, we will not be able to give a refund for the remainder if the cost of the exchange item is less than the Store Credit issued.

Refund

Refunds to a credit card can be requested for item(s) returned within 30 days of receiving your online order. The refund can only go to the original credit card used for payment. Refunds to a credit card cannot be made for orders paid by an e-Gift Card or John Hardy Store Credit.
If you wish to get a refund to your credit card, please follow the Return Instructions below to submit a Return Request online with the option: REFUND TO CREDIT CARD. An Authorization of your Return Request will be sent to you via email with detailed instructions on how to send the item(s) back to us. Once your returned item(s) have been received by our office, we will issue a refund of the retuned item(s) (excluding any packaging and shipping or handling charges) to the original credit card used for payment. Please be advised that it will take up to 8 weeks for the refund to reflect on your credit card statement.

Replacement of Incorrect or Defective Items

If you ordered from the John Hardy International Online Boutique and received an incorrect or damaged item, please contact us immediately via email, or by calling 1-888 838 3022.

We will process the return for you with your John Hardy International Online Boutique account. We will create an account for you if you don't have one. An email with detailed return instructions will be sent to you. Once we have received the original item(s), we will process a replacement order on your behalf.

You may also choose to submit a Return Request directly online. Please follow the Return Instructions below to submit the Return Request with the option: REPLACEMENT WITH STORE CREDIT. An Authorization of your Return Request will be sent to you via email with detailed instructions. Once we have received the original item(s), we will process a replacement order on your behalf.

Please note that this shipping guide relates only to purchases made through the John Hardy International Online Boutique.

Return Instructions

Returned merchandise must include the original packaging and tags and must be in the same condition as when it was received. Used merchandise cannot be returned unless it is defective.

Guest customers: You must be a registered customer to submit a Return Request online. Please let us know your order confirmation number via email, or by calling 1-888 838 3022 and we will create an account for you. Please specify “Returns & Exchanges Request” in the subject line of your email to help us expedite your request.

Registered customers: Please sign in to your account and visit the Completed Orders section to submit a Return Request online using the option that suits you.
Please make sure you send the item(s) within 14 calendar days of your requests approval. The item(s) should be

in the same condition as at the time of receipt
in their original John Hardy packaging
with a copy of all documents included in the packaging
With the Claim (ECA) number

John Hardy International Limited
14/F., Block C, Sea View Estate,
8 Watson Road, North Point,
Hong Kong

Tel.: 852-2864 3697

Please allow 7 – 10 business days for the return transit time, plus an additional 8 weeks upon receipt of the item(s) for the required action to be completed and the refund amount to be reflected on your credit card statement.

We will send you email updates regarding the status of your return request, including when your request is completed. As a registered customer, you can track your Return Requests anytime under the My Account section after signing in.

Please note that John Hardy does not permit the return of or offer refunds for Special Order or Pre-order items, John Hardy e-Gift Cards or Store Credit.

Note: John Hardy recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to John Hardy or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.

The terms and conditions in the John Hardy shopping guide pertain only to purchases made directly on John Hardy International Online Boutique. Any purchase of John Hardy made outside of John Hardy International Online Boutique is subject to the terms and conditions set forth by the John Hardy authorized retailer.

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