Frequently Asked Questions

All orders are processed within 1-3 business days (excluding weekends & holidays). Standard shipping takes 7-12 business days to most countries/regions.

We ship to most countries and regions worldwide, including North America, Europe, Oceania and Asia. You can enter your shipping address at checkout to verify delivery availability.

Once your order is shipped, we will send a tracking number to your registered email. You can use it to check real-time shipping status on the official logistics website.

Yes, all our crystal & gemstone products are 100% natural raw minerals, hand-selected and polished without artificial dyeing or chemical treatment. Each product comes with natural mineral characteristics.

Natural crystals are formed by millions of years of geological changes, so slight variations in color, texture and size are normal, which is the unique feature of each natural crystal. Each piece is one-of-a-kind.

Our agarwood is 100% natural, sourced from sustainable plantations (cultivated Qi Nan / Kyara). Genuine agarwood has visible resin veins, a soft sweet/earthy aroma (no chemical smell), and a weight that feels dense. We do not use artificial oils or dyes. Each piece carries natural variations in grain and scent – normal for authentic material.

Cultivated agarwood is grown on plantations where trees are naturally inoculated to produce resin, offering a consistent, sustainable product with a beautiful fragrance. Wild agarwood is extremely rare and expensive. Our products focus on high-quality cultivated Qi Nan, which provides rich resin content and a lovely aroma at a fair price, without impacting endangered wild populations.

To preserve its natural fragrance, avoid water, perfumes, and harsh chemicals. Store in a sealed bag when not worn. Wipe gently with a soft cloth. Over time, the beads may develop a gentle patina – this adds character, not a defect.

Yes, all our Hetian jade is 100% natural nephrite jade from Xinjiang, China (or reputable sources). It has a warm, creamy texture and may have slight natural variations in color and grain – proof of authenticity. No dyes or synthetic imitations.

Clean jade with a soft, damp cloth. Avoid ultrasonic cleaners, harsh detergents, and extreme heat. Store separately from other jewelry to prevent scratches. Jade is durable but can crack if dropped.

Yes, all our silver jewelry is stamped S925 and meets international sterling silver standards. It is hypoallergenic, nickel-free, and coated with an anti-tarnish layer for longer shine.

Store silver in a sealed bag or anti-tarnish cloth. Avoid contact with perfume, lotion, and chlorinated water. Gently polish with a soft silver cloth when needed.

Our Feng Shui products are designed based on traditional Chinese Feng Shui principles of harmony between man and nature; crystal products are curated for their unique natural vibration frequency and energy healing attributes. Many items combine both oriental Feng Shui wisdom and crystal energy benefits.

For hygiene and authenticity protection, many of our crystal products come with a tamper-evident hygiene sticker or sealed pouch. Please check that the seal is intact upon receipt. Products with broken seals are not eligible for return unless the return is due to our error.

You can cleanse your crystals by:

• Placing them in natural sunlight or moonlight for 2-4 hours;
• Rinsing them under clean running water (avoid for water-sensitive stones such as Selenite, Malachite, and Lepidolite);
• Placing them on a Clear Quartz cluster or Selenite charging plate.

Keep crystals away from sharp impacts, strong chemicals, and extreme temperatures.

Place Feng Shui ornaments following the recommended orientation; wear crystal accessories close to your body. For detailed guidance, you can refer to our product descriptions or related cultural pages.

No. Our Feng Shui and crystal products are for cultural appreciation, spiritual comfort and daily energy adjustment only. They are NOT medical devices and cannot replace professional medical diagnosis or treatment.

Please contact our customer service with clear photos of the product & packaging within 7 days of receipt. We will provide free replacement, return or full refund after verification.

We accept 30-day returns & exchanges for unused, undamaged products in original packaging. For returns not due to our error, a $15 return shipping fee will be deducted from your refund as stated in our Refund & Return Policy. Customized products are not eligible for return unless quality issues occur.

Refunds are processed within 7 business days after we receive and inspect the returned item. The refund will be issued to your original payment method.

If you refuse or fail to accept delivery without valid reason (product not defective, item as described), a $15 fee will be deducted from your refund to cover the non-recoverable international shipping costs. Please review our Refund & Return Policy for full details.

You can reach us at hello@hknewage.com or leave a message through our online contact form. We will reply within 24 business hours.

We support secure global payment methods, including credit cards and other mainstream online payment channels, ensuring your payment information is fully protected.

Yes. We use encrypted payment technology and strict data protection protocols to safeguard all your personal and transaction data, and will never disclose your information to third parties without permission.