Frequently Asked Questions

Check the dimensions, materials and options stated for the exact product, and compare its worn and standalone photographs. If a measurement is unclear, email service@ondinehale.com before ordering.

Our shipping policy lists free Standard shipping with an estimated 10–20 days from dispatch, and Express shipping at a US$30 flat rate with an estimated 5–10 days from dispatch. These are estimates, not guaranteed arrival dates. Read the shipping policy for destination details and the separate 30-Day Delivery Guarantee.

The shipping policy states processing within 1–2 business days after payment confirmation, with possible extensions during peak periods. Some product descriptions state a longer made-to-order lead time, including 3–4 weeks. Check the exact product before ordering and contact us to clarify timing.

The shipping policy states that orders ship Delivery Duty Paid (DDP), with import taxes, customs duties and applicable local charges included in the checkout price. Contact service@ondinehale.com if a customs authority requests an additional charge.

Check the tracking link first. Under the shipping policy, if an order has not arrived within 30 days of dispatch, contact support for a reshipment at no cost or a full refund. The guarantee runs from dispatch, not the order date.

The return policy allows 30 days after receiving an item to request a return. Eligible items must be unworn or unused, with tags, in the original packaging, and accompanied by proof of purchase. Email service@ondinehale.com before sending anything back; unrequested returns are not accepted.

No. The return policy lists exclusions including custom products, personal care goods, hazardous materials and flammable liquids or gases, and gift cards. Contact us before purchase if you are unsure about a particular item, including perfume or a special order. Discounted items follow the same return terms as full-price items.

Email service@ondinehale.com with your product question or order number. Our business address is BLIGO, RT/RW 004/002, BLIGO, BUARAN, KABUPATEN PEKALONGAN, JAWA TENGAH, Indonesia. Follow the return instructions supplied after your request is accepted.

Find answers about Ondine Hale jewelry and accessories, product details, shipping and returns below. For a question about a specific piece or order, email service@ondinehale.com.