FREQUENTLY ASKED QUESTIONS

PRODUCTS & MATERIALS

  • What materials do you use?

Every neooo piece is crafted from solid 9K or 14K gold—no gold vermeil or plating—for lasting durability in daily wear. We offer both lab-grown and natural diamonds: lab-grown deliver identical brilliance and ethical purity at accessible prices, while natural diamonds bring earth’s ancient story. All undergo machine screening and manual verification, with natural stones ethically sourced via our trusted partner Kiren. Gold comes from certified suppliers like Heraeus, stamped for full traceability.

  • Lab-grown vs. natural diamonds—which is right for me?

Chemically, physically, and optically, they are 100% identical. Lab-created diamonds offer exceptional value, conflict-free clarity, and effortless sparkle, making them a favorite for daily stacking. Natural diamonds carry billions of years of geological history. Both are real, enduring diamonds designed to move with you through life’s daily orbit—choose whichever story speaks to your personal style!

  • What are the diamond quality and grading standards for neooo jewelry?

We hand-select and rigorously inspect every stone to ensure exceptional brilliance, fire, and durability. Depending on whether you choose a lab-grown or natural diamond, our standard specifications are:

Lab-Grown Diamonds:

    • Clarity: VS – VVS, ensuring stones are entirely eye-clean with microscopic inclusions only.

    • Color: D – E – F, representing the highest color tiers on the GIA scale for maximum brightness and crystal clarity.

Natural Diamonds:

    • Clarity: VS, ensuring clean appearance to the naked eye.

    • Color: G+, offering a brilliant, bright white face-up appearance that pairs flawlessly with solid gold settings.

Every single diamond—regardless of origin—undergoes strict machine screening and manual verification by our master artisans to guarantee top-tier optical performance.

  • Are your diamonds certified?

Yes. Center stones for both natural and lab-created diamonds starting from 1.00ct come with independent laboratory certificates (such as GIA or IGI) detailing their cut, color, clarity, and carat weight. For our delicate accent stones and everyday stacking pieces under 1.00ct, our in-house gemologists manually verify every diamond against our strict quality standards.

  • Where is your jewelry made?

Every single piece is handcrafted in our specialized, privately owned workshop. Instead of high-volume assembly lines, our master craftsmen focus on what they do best—whether that’s hand-filing soft inner band curves or setting specific stone shapes. This focused mastery ensures smooth, snag-free edges and a luxuriously comfortable fit for everyday wear.

  • Are your pieces unisex and versatile?

Modern luxury knows no boundaries. Our minimalist, clean-lined silhouettes transcend traditional labels—designed to be stacked, layered, and worn continuously from morning coffee to evening glow.

  • Is your jewelry nickel-free and safe for sensitive skin?

Absolutely. All neooo 9K and 14K solid gold pieces are 100% nickel-free and hypoallergenic, so you can stack them comfortably all day, every day.

ORDERS & SHIPPING

  • How do I place an order?

Shopping with us is effortless. Simply explore our online collection, select your favorite pieces, and proceed to checkout using your preferred payment method.

  • How do I know my order is confirmed?

The moment your order goes through, we’ll send an automated confirmation email with your order summary and invoice attached so you know your piece is officially queued in our workshop.

  • How do I track my delivery?

As soon as your made-to-order piece completes production and dispatches from our workshop, you will receive an email containing your courier tracking number.

  • Can I update my shipping address after ordering?

If you need to adjust your delivery details, send us a note at hello@neooojewelry.com or WhatsApp us at +852-5797-3730 as soon as possible. Because our workshop moves swiftly, address changes can be accommodated anytime before your parcel is handed over to our courier.

  • Where does neooo ship from?

Every order dispatches directly from our home base in Hong Kong.

  • Where do you ship?

We currently deliver straight to doorsteps in Hong Kong (HKSAR), Singapore (SG), and the United Kingdom (UK). We are actively expanding our global logistics footprint to open up to more destinations soon!

  • How long will my order take to arrive?

Because every neooo piece is individually handcrafted and made-to-order, production takes approximately 3 to 4 weeks before dispatch. Once shipped, transit times generally take 1 to 3 business days for Hong Kong and 3 to 7 business days for international destinations via express courier. The exact timing depends on your location.

  • What are your shipping rates?

    • Hong Kong: Complimentary shipping on all orders.

    • Singapore: Free shipping on orders SGD $150 and above (SGD $9 flat rate for orders under SGD $150).

    • United Kingdom: Free shipping on orders GBP £150 and above (GBP £9 flat rate for orders under GBP £150).

  • Is my delivery insured?

Rest easy—every single shipment is 100% fully insured during transit from our workshop to your door.

  • Will I face unexpected customs duties or import taxes?

Never. neooo takes full responsibility for import clearance and taxes. The total displayed at checkout is all you will ever pay—no surprise fees or unexpected clearance bills upon delivery!

  • What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express, UnionPay) and digital options like PayPal. All available payment options for your region will automatically display as you check out.

  • Where can I view your full shipping policy?

Take a look at our Shipping & Delivery page for complete details.

RETURNS, EXCHANGES & WARRANTY

  • What is your return policy?

Because every neooo piece is individually handcrafted and made-to-order specifically for you, all sales are final once an order is placed. We do not offer returns, refunds, or cancellations for change of mind. Please pop over to our Exchanges & Returns page for more information.

  • What if my piece arrives damaged?

Every parcel leaves our workshop in protective packaging after strict quality checks. However, if your package arrives physically damaged in transit or defective upon unboxing, please email us at hello@neooojewelry.com within 7 days of delivery with clear photos of the item and original box so we can make things right immediately. Please refer to our Exchanges & Returns page for more details.

  • Can I resize my ring or bracelet if it doesn’t fit?

Yes! For most standard rings, we offer a size exchange service within 30 days of delivery for adjustments within US ±1 size. Round-trip shipping fees apply.

Please note the following structural exclusions:

    • Full Eternity Rings: Due to diamonds spanning the entire 360° band, full eternity rings cannot be resized and must be remade (fees may apply). Half-eternity rings can be resized within US ±1 size.

    • Tennis Bracelets & Chains: Bracelets cannot be traditionally resized. Shortening a bracelet involves link removal, while lengthening requires adding extra gold links and diamonds at an additional cost.

    • Complex Settings: Intricate bands or full pavé designs may carry a small structural adjustment fee, and resizing might not be possible for certain intricate styles.

To request a size adjustment, simply email us at hello@neooojewelry.com. Our team will review your piece and provide a full quotation for your approval before you ship anything back!

Please refer to our Exchanges & Returns page for complete details.

  • Do you offer a warranty?

We stand behind our craftsmanship. Every piece includes a 2-Year Limited Warranty covering manufacturing defects in materials and settings from the delivery date. It excludes normal wear and tear, accidental impacts, surface scratches, contact with harsh chemicals, or third-party alterations. Learn more on our Warranty page.

CARE, SIZING & CUSTOMIZATION

  • How do I find my ring size?

Finding your ideal fit is simple! Check out our Ring Size Guide for easy sizing tips and measuring guides.

  • Will 9K or 14K solid gold tarnish over time?

Solid gold never rusts, tarnishes, or turns your skin green. While daily wear, natural body oils, and environmental dust can temporarily soften its sparkle over time, a quick gentle bath in warm water with mild soap will instantly restore its signature glow.

  • How should I care for my jewelry?

Fine jewelry loves gentle care! Put your pieces on last after applying lotions, perfume, or hairspray, and take them off before swimming, showering, workouts, or sleep. Clean your jewelry gently using warm water, mild dish soap, and a soft-bristled toothbrush, then pat dry with a lint-free cloth. Store each piece separately in its protective pouch to keep it scratch-free. Read our full Jewelry Care guide for more tips.

  • Do you offer gift wrapping?

Yes, every order arrives in custom, gift-ready packaging designed for a luxury unboxing experience. For more details, please see our Packaging page.

  • Do you offer custom designs?

Yes, we love bringing custom ideas to life! Reach out to us at hello@neooojewelry.com to connect directly with our design team.

ABOUT neooo

  • Who is neooo?

Rooted in over 30 years of workshop mastery since 1993, neooo was created in Hong Kong to bring heirloom-quality fine jewelry directly from our hands to yours. By skipping traditional retail markups, we make daily solid gold stacking and luxury craftsmanship honest, transparent, and approachable. Our OOO philosophy celebrates your past heritage, present joy, and future legacy.

  • Do you have physical stores or stockists?

We are proudly 100% online! Operating online is how we keep costs low and pass direct production savings straight to you without traditional luxury markups. Want to see our pieces in real life? Explore product videos on our site, visit Instagram and search the tag #neoooglow or tagged images @neooo.jewelry, or search online for customer stories. Have questions? Our team at hello@neooojewelry.com is always here to chat!

  • Why are your prices up to 50% lower than traditional retail?

It’s simple: we operate direct-from-workshop. By eliminating middlemen, physical storefront overhead, and brand licensing fees, we deliver solid 9K/14K gold pieces with ethical diamonds at 30–50% below traditional retail prices—same top-tier craftsmanship, just smarter for your wallet.

  • Where are you based?

We are headquartered in the vibrant jewelry craftsmanship heartbeat of Hong Kong (HKSAR).

  • How can I contact customer support?

For order inquiries, size exchange approvals, or general chats, reach out at hello@neooojewelry.com or WhatsApp us at +852-5797-3730. While our WhatsApp line is not monitored 24/7, drop us a message and our customer support team will get back to you as soon as possible!