ONLINE PAYMENTS & CUSTOMER SECURITY
1. Is it safe to buy from philippe-petra.com
For your safety and better service, the Philippe Petra Online Boutique (PPOB) uses industry-standard Secure Sockets Layer (SSL) encryption where your payment details are collected. The use of SSL ensures that your credit card and confidential information is secured and protected throughout its online transmission.
To further guarantee data and information security your credit card information is never stored, for any of your transactions. It is noted that, to this end, you will be asked to re-enter your credit card number, expiration date and security code for each new transaction you complete in the PPOB.
2. What payment methods does philippe-petra.com accept?
PPOB accepts the following forms of payment for online purchases:
- Credit Cards
At this time, we only accept one (1) form of payment per order. Once you have completed your transaction with one form of payment, then, you may proceed to a second transaction using an alternative method in which case you will be asked to register anew.
Please note that your billing address must match the address on your credit/debit card statement.
3. Why is my payment not being accepted?
Usually, when a payment is not accepted, where this is not a matter of the remaining balance in your account, the problem occurs from the information provided in the ‘Billing’ information field. We would like to kindly invite you to ensure that all information provided matches the payment method you provide. Specifically, that the address you are entering in the ‘Billing’ field matches the registered address you have provided your bank and where your bank statements are sent. If the above has been properly provided and the payment is still not accepted, please contact your bank to address any issues with your account, and/or contact us via email through our contact us procedure, and our customer support team will assist you in resolving the matter.
4. Do I need to place a new order if my payment has been declined?
If a payment you have made on the PPOB has not been accepted, you will receive an email from our team informing you of the matter and therefore this will mean that you will not be charged for your order. Should this be the case, your order will not be recorded and you will have to proceed with placing a new order online. If you need further assistance you may contact us via email through our contact us procedure and one of our Customer Care representatives will attend to you.
5. When does philippe-petra.com charge my credit card?
To ensure that no unnecessary charges are made to your credit card, charges will occur only following verification of your payment details and receipt of authorisation from your bank. Your transaction, once completed, will be confirmed via email to the email address you have provided on the payment form.
In the event where a product you have purchased is not available, our team will proceed with making a full refund, in the same currency as the price listed on the website, on the day the availability check is made. Such refunds are made under ‘Hestia Consulting Limited Hong Kong’, which will show on your account statement.
6. Are VAT/ import tariffs/ duties included in the final price displayed online? Can I claim my VAT back?
We ship to most locations on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price. If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties. For DDU destinations, as the recipient, you are liable for all import duties, customs and local sales taxes (if any) levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be. At this time no tax-back service is provided for any of our online customers.
SHIPPING & RETURNS
1. How long does delivery take, and how much will it cost?
To better service our Customers, PPOB uses express delivery service from FedEx. PPOB has a flat (express) shipping rate of 25 USD per shipment for all destinations, internationally, for all orders below 150 USD. The above shipping terms are subject to changes based on promotions. We are constantly working to deliver the best shipping options for our customers. Orders are processed Monday through Friday, excluding weekends and bank holidays. At present, delivery time is estimated at 3 to 5 business days from the date the order leaves the PPOB logistics centre with some exceptions.
Please note the following:
All orders are subject to verification, with a specific focus on the billing and shipping addresses as well as the means of payment and product availability. If required, additional identification information may be requested to ensure the possible verification and avoid any misconduct and shipment / charges errors. This procedure might extend the delivery time for up to two (2) additional business days from those quoted in the order confirmation, depending on when the additional information or supporting documents are received. It is noted that PPOB is not responsible for any such delays and that such liability is solely the Customer’s in sending the requested information in a timely manner. Additionally, it is understood that other delays may occur depending on order verification time and availability of the purchased products, as well as from the service provider hired for shipment and delivery. PPOB, will not be held liable for the aforementioned delays. HESTIA CONSULTING LIMITED (HK) and PPOB will not be responsible for any failure or delay in performance due to circumstances beyond their reasonable control, including, but without limitation, acts of God, war, riot, embargoes, acts of civil or military authorities, fire, floods, accidents, service outages resulting from equipment / software / telecommunication / power / network / third party service providers failures.
2. Which countries does philippe-petra.com currently ship to?
PPOB ships internationally. We ship to most locations on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price. If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties. For DDU destinations, as the recipient, you are liable for all import duties, customs and local sales taxes (if any) levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be. PPOB cannot deliver to P.O. Boxes or to General Delivery addresses. Orders to be delivered to addresses that are inapplicable, will be automatically cancelled.
3. If my country of residence is not listed, where can I purchase Philippe Petra products?
In the case where your country is not listed in the shipping destinations, contact us to enquire about the product(s) you are interested in. One of our Customer Care representatives will contact you shortly via email with details on how to proceed with your purchase, where possible.
4. Does philippepetra.com ship to multiple addresses?
At this time, PPOB can only ship to one address per order. However, should you wish to ship to multiple addresses, you can do so by placing a separate order for each location.
5. Is a signature required upon delivery of my order?
For security reasons, all PPOB purchases require an adult signature upon delivery. Upon delivery from our courier service, if no adult is available to sign for the package at the first delivery attempt, the courier staff will make one more delivery attempt contacting the consignee. Should the package not be delivered or in case no direct communication is made within 5 days from the second attempt for delivery, the package will be returned to the sender, in which instance the sender will be responsible for covering any additional shipping charges.
6. How can I track my order?
To ensure that you are able to track your order, PPOB will send you email(s) informing you of the status of your purchase, during the order procedure. Furthermore, to track the delivery of your order, you can use the tracking number provided by the courier, which you can find either in ‘Orders’ within your profile at philippe-petra.com or in the order/ shipping confirmation e-mail, sent to the email you have indicated at checkout. All orders are processed Monday through Friday, excluding weekends and bank holidays in.
7. What is the return policy of philippe-petra.com?
Articles are accepted for refund if returned in saleable condition within 7 days from delivery, accompanied by a sales receipt and adequately completed return form.
Any refund issued will be for the purchase price only and will not include any shipping or other charges. Simply print out the return form then arrange a courier pick up, alternatively, drop off your package at the nearest courier location. If you have any questions, please contact Customer Service here.
A refund will be made to the purchaser upon request if payment has been received. Before requesting a return please make sure the product(s) comply with the following conditions, in accordance with philippe-petra.com General Terms and Conditions of Sale:
The products must be in their unused original condition, with all labels, leaflets, packaging and accessories included. Incomplete, damaged, worn or altered items will not be accepted.
Labels must be attached to the product(s).
The products must be accompanied by the purchase receipt and a properly and accurately filled-out return form.
The return goods must be posted within 7 (seven) days from delivery of the order.
The parcel can only be returned from the original shipping Country.
The products were purchased online on philippe-petra.com.
Philippe Petra reserves the right to refuse return of any merchandise that does not meet the above return requirements.
8. How do I return an item?
We have created a straightforward return procedure to make your online shopping experience seamless and more enjoyable.
Purchases can be returned within 7 days from original delivery date by following these 4 simple steps:
Step 1: Prepare the package to be returned
Before preparing your package please ensure that the return item complies with the PPOB return policy stated on section 7 above. Place the item(s) you wish to return in their original packaging accompanied by the purchase receipt. We advise that the box(es) be placed within a protective packaging/ bubble wrap envelope so as to avoid any damages during transit, which may result in an unfulfilled refund.
Step 2: Print and complete return form
Print the return form (form PPR01), which has been sent to you attached with your order’s confirmation email. Carefully complete the return form and place it within the original packaging of the items to be returned.
Step 3: Arrange courier pick-up or drop-off
Contact and book a pick-up with FedEx or your preferred courier service provider, or, drop-off the return package at your nearest courier location. Your return parcel should be mailed within seven (7) days from the order’s original delivery date, to the following address:
Philippe Petra Online Boutique
13A Swettenham Road, 24100, Singapore
Step 4: Notify our customer care
To notify our customer care staff of your return , email us at firstname.lastname@example.org . Copies of the original purchase receipt as well as the relevant shipment receipt should be attached to your email.
For a return to be accepted by us, kindly note the following:
Products returned must not have been damaged, used, broken, chipped, oxidised, worn or washed, altered, loosened or re-stranded but may be handled and inspected to determine their nature and characteristics.
Labels, where applicable must still be attached to the products.
In cases where items are returned due to defects, such damaged goods must be in the condition in which the Customer received them. Should the Customer attempt to modify, handle or repair them, the fulfilment of the refund request will not be possible. Such damages include, but are not limited to: the polishing of gemstone beads is damaged, the gold plating (or silver plating) came off, stones fell out the setting, stones are cracked or broken, the elastic is broken etc.
HCL reserves the right to not fulfil return and refund requests for products that have been damaged, are incomplete, deteriorated and/or soiled or in any state clearly indicating the product has been used prior to return.
Any returns made following the elapse of the deadline for return as set in the present clause (7 days) or lacking a return form and/or receipt will not be accepted.
What happens after you’ve returned a package?
Once the returned goods have been received their quality will be checked by one of our quality control specialists who will ensure that their original unused state remains. Upon such positive verification our team will process a refund within approximately three (3) working days.
Such refunds are made directly to the Credit/Debit Card or PayPal account used to make the original purchase and in the same currency, as long as the return has been accepted following the aforementioned verification. Refunds do not include shipping costs.
It is also noted that, due to the time necessary for the item to be returned and inspected, refunds may take up to 15 working days or longer to be processed. In addition, some further time may be needed based on the customer’s bank/ payment provider policies.
PPOB only offers refunds, exchanges are not possible at this time. If you would like to purchase a different item from that which you have ordered, you may request a refund for the ordered item and subsequently order the new item.
PPOB and Hestia Consulting Limited (HK) do not take responsibility for any items damaged or lost during the return shipping.
Refunds will be issued only for items returned as described herein. Should such not meet the conditions listed in section 7, no refund will be issued and the package will be sent back to you.
You may keep track of the return status by contacting our customer service at email@example.com
9. How long does it take for a refund to be issued?
Taking into account the verification process which takes up to 3 working days upon receipt of the parcel, it is estimated that your account will be properly credited in approximately ten (10) working days from receipt date. It is understood, however, that some further delay may occur dependent on the required time from the customer’s bank procedures and policies. An email confirming the issuance of the credit and the total refunded sum will be sent to you, which will include the full price of the returned item(s) and excludes shipping costs. Should you have any questions and queries or require assistance with your refund, please do not hesitate to contact us.
10. Where can I find my return form?
For your better servicing, should you wish to proceed with a return, you can find the ‘Return form’ attached to the original purchase confirmation email that you have or will receive following your order placement. Forms are accepted both completed by hand of electronically. All returned orders must include a fully and accurately filled out return form in order to be processed.
PRODUCT PHOTOGRAPHY & PRODUCT DESCRIPTION
philippe-petra.com prides itself for the provision of excellent service to its Customers, however, although all reasonable efforts are made to ensure that the information available on the Website is accurate and constantly updated, in no way does it make any representation nor gives any warranty as to the correctness, completeness, accuracy or currency of any information on the Website, including but not limited to product descriptions, indications on prices and/or availability thereof on the Website.
It is also understood that all necessary steps and efforts are taken and made to display as accurately as possible the appearance, and particularly the colours, finish and textures, of our products included on the Website. However, the displayed colours, finish and textures largely depend on your computer settings and, therefore, no guarantee can be provided as to the percentage of correctness of the displayed images in comparison to the actual product.
Size differences from image to actual product may also result from screen resolutions and settings. Therefore, some items may appear slightly larger or smaller than actual size due to screen as well as photography techniques. In addition, to provide a better description of products to Customers, some items may be represented larger than actual size in order to clearly show details, or smaller than actual size in order to show the entire item.
From time to time, some of the products and/or services and related features and specifications that are displayed on or made available through the Website may be modified or removed, either temporarily or permanently, or incur changes to the applicable prices for any such product or services, or to the circumstances in which PPOB reserves the right to modify and/or withdraw the products , without any notice to Customers.
1. Natural stones
The terms ‘natural gemstones’, ‘natural gemstone beads’, ‘natural stones’ and ‘natural material’ indicate a ‘material’ of natural origin as opposed to materials which are ‘man-made’. Naturally-occurring materials are normally fashioned through lapidary processes (the process of cutting, shaping, faceting and polishing these materials) to give their finished shape and lustre (shine). In some cases, and for the purpose of achieving the desired results, these materials may have been enhanced through human-led processes for clarity, colour, stability, durability, hardness and lustre among other aspects.
2. Composite stones
‘Composite gemstones’, ‘composite gemstone beads’, ‘composite stones’, ‘engineered stones’ and ‘composite materials’ are those materials made up partly of naturally derived materials and partly of man-made materials, the percentage of each of the components being variable from case to case. One example of such material are composite turquoise beads, which are made from the powder of finely ground natural turquoise stones and colourants bound together by an adhesive such as epoxy to form a solid hard stone block, which is then cut into beads.
3. Enhanced stones
‘Enhanced gemstones’, ‘enhanced gemstone beads’, enhanced stones’ and ‘enhanced materials of natural origin’ are naturally-occurring ‘materials’ that have been enhanced through artisanal, chemical, physical, technological or otherwise to ‘improve’ their clarity, colour, stability, durability, hardness, lustre (shine) or other features. Enhanced stones are very common in the market place and their quality can vary from fine to mediocre.
4. Man-made, synthetic and simulated stones
Man-made and synthetic stones usually refer to the same thing. Generally, they refer to stones made out of lab-grown material, of which their chemical composition, crystal structure and optical and physical properties are the same as their natural counterparts. A good example of such similarity of man-made and natural stones would be natural sapphires against man-made corundum (synthetic version of natural sapphires). It is important to note that while synthetic gemstones achieve the same chemical composition and appearance of natural stones, simulated stones mimic the visual appearance alone of natural stones. These gems are made of a variety of materials that are grown and composed in a laboratory – an example of a simulant is Cubic Zirconia (CZ), which is the cubic crystalline form of zirconium dioxide (ZrO2). The synthesised material is relatively hard and optically flawless, mimicking the visual appearance of a real diamond but not its chemical composition.
5. Metal alloys
Metal alloys are metallic compounds composed of a combination of metals and in some cases metals and non-metal elements. In jewellery, metals may be alloyed to achieve additional hardness and durability or a desired shade of a metallic colour. For example, pure gold or 24 karat gold is often regarded as being too soft for everyday jewellery and is therefore alloyed with other metals to achieve higher hardness and durability. 18 karat gold is an alloy bearing 75.0% pure gold and 25.0% copper and silver. Since 18 karat gold contains less gold than 24 karat gold, its shade of yellow is also much lighter. Another example of metal alloy is brass, which combines copper and zinc. Brass is often used as a base for gold plated jewellery.
6. Gold plating
Gold plating is the method through which a thin layer of pure gold or gold alloy is deposited on the surface of another metal, most often copper, silver or brass, by chemical or electrochemical plating. “Gold Plate,” “Gold Plated,” or any abbreviation of these terms describes all or part of a product indicating that such product or part of it contains a surface-plating of gold alloy which is of such thickness and extent of surface coverage that reasonable durability is assured.
7. How is the thickness of gold plating measured?
The thickness for gold coatings and gold plating is normally expressed in either millionths of an inch, micro-inches, or microns. Plating thickness can be measured using a process called ”x-ray fluorescence”. This non-destructive method is very precise for measuring the actual metal deposition on an object after electroplating. As a point of reference, below is a list of different ‘gold plating’ terminologies and their relationship to U.S. Gov. F.T.C. regulations.
gold flash: 10 kt gold with a minimum thickness of .175 microns.
gold electroplate: 14 kt or higher gold layer with a minimum thickness of .175 microns.
gold plate: 14kt or higher gold layer with a minimum thickness of .5 microns.
heavy gold plate: 14kt or higher gold layer with a minimum thickness of 2.5 microns.
vermeil: 14kt or higher gold layer over sterling silver with a minimum thickness of 2.5 microns.
8. How long does the plating last in gold plated jewellery?
Generally, the thicker the plating layer, the longer it will last. However, the lifetime of gold plated layers in a gold plated item depends on the following:
The expertise or savoir-faire employed in plating it;
The quality of the solutions and materials used during the plating process;
The base material of the item plated: the base material should be relatively smooth, hard and free from any chemical or other impurities;
The thickness of the plating layer;
The hardness of the plated layer;
The type of protective coatings applied over the plating, if any;
The way, level and nature of wear by the user;
How often and to what extent the item is exposed to abrasive substances;
It is important to keep in mind that for items which are subject to high usage or abrasion a protective coating layer in addition to a minimum thickness of 0.5 microns of electroplated gold are recommended for higher durability. With proper and normal use, gold electroplated finishes can last for years before re-plating is required.
9. What is the difference between ‘Carat’ (Ct) and ‘Karat’ (Kt)?
Carat (Ct) is a weight unit equal to 200 mg (3.1 grains) used to enumerate the weight of precious stones, gemstones, diamonds and sometimes pearls. Karat (Kt) on the other hand is a measurement unit for the fineness of gold, equal to 1/24 part. Pure gold is 24 karats.
10. What is the difference between PPOB high jewellery, fine jewellery and accessory jewellery?
The differences between these three (3) types of jewellery lie mainly on the materials and procedures used to craft them, as well as on the quantities produced, rarity and distribution channels.
High jewellery: exceptional jewellery made on a unique-design basis using rare and investment grade diamonds, fancy colour diamonds, precious stones, natural pearls and other unusual gemstones, as well as natural materials set in platinum or gold. High Jewellery creations are made almost entirely by hand, using a plethora of unique and often ancient tools. These pieces can be custom-made and they are only sold on a private sales basis.
Fine Jewellery: these are high quality jewellery pieces made of pure gold (24K) or alloy gold (22K, 18K, 14K) in a variety of gold colours with diamonds, fancy colour diamonds and coloured gemstones. These pieces are made by hand with the help of specialised machinery and tools. Philippe Petra fine jewellery pieces can be bought from our stockists.
Accessory jewellery: accessory jewellery bear similar quality level as items in the fine jewellery line. They are made of natural gemstone beads, gold plated metal alloys, sterling silver and fine quality precision-cut CZ and man-made stones. These jewels, are manufactured through processes of fine jewellery handcrafting, all the while combining real and natural gemstones, fine gold-plated elements and synthetic materials. The unique process used by the Philippe Petra brand makes these jewels innovative in their craftsmanship, providing high-quality to its customers at an affordable price point. Accessory jewellery pieces are finished by hand with machine assistance and can be purchased online through our boutique or from our stockists.
PRODUCT AUTHENTICITY & COUNTERFEIT WARNING
PPOB guarantees the authenticity and quality of all products sold on its Website.
It is noted that all rights are reserved to HESTIA CONSULTING LIMITED (HK), with registered office at Suite B, 7/F, One Capital Place, 18 Luard Road, Wanchai, Hong Kong SAR, and that all intellectual property occurring within the present online store is and shall remain its exclusive property. Such intellectual property includes but is not limited to, the PHILIPPE PETRA trademark, all the figurative and non-figurative marks and in general all other marks, illustrations, images, logos and designs present on the website, products, accessories and/or packaging, whether registered or not. It is therefore understood that any partial or entire reproduction, modification or use of said trademarks, illustrations, images logos and designs is strictly forbidden without the prior express approval of HCL. Any combination of the aforementioned materials with other marks, symbols, logos or any distinctive sign suitable for creating a composite logo, as well as the reproduction in whole or in part, modification or use of HCL drawings, models or patents is also forbidden.
1. I found a website that looks legitimate and sells PPOB products. Is it real?
As the digital era is well established and more and more commerce is executed online, the sale of counterfeit goods has also shifted to the internet and is now done more easily than ever. Frequently known as “rogue websites”, these sites mirror the look and feel of official brand websites, or otherwise create the impression that they are associated with a given brand, when in fact their products are copies and fake. These sites copy photographs and/or text directly from official brand sites to make them look legitimate. They may also offer a believable discount on the suggested retail price of an alleged real product to make consumers believe they are receiving a good deal. As a result, Consumers buying products from such sites most often receive a low quality and fake product, or in some cases never receive any type of product.
Warning! Even if one or more of the following points may be true about a website, this does NOT necessarily mean that it is an authorised retailer:
• The website’s domain name contains the words PHILIPPE PETRA
• The website appears in a search engine result;
• The website links to philippepetra.com;
• The website has the look and feel of the PHILIPPE PETRA brand;
• The website uses PHILIPPE PETRA photographs or product images;
• The website claims to be an ‘official’ PHILIPPE PETRA site;
• The website claims to offer authentic PHILIPPE PETRA products at a discount.
2. I found Philippe Petra products for sale on an auction website. Are they authentic?
Auction websites do not guarantee the authenticity of the products sold on their sites. Due to the lack of guarantee, there may the possibility of those goods being counterfeit goods despite language from the seller that the item is genuine or authentic. While PPOB regularly monitors auction sites to identify and take down infringing product listings, counterfeiters continue to post listings for fake products, and therefore, the brand cannot assure that any given listing for a Philippe Petra product is genuine nor can it authenticate merchandise that is purchased from auction sites. Authorised Philippe Petra retailers do not sell on auction sites or trade boards.
3. Where can I find genuine Philippe Petra products?
Authentic Philippe Petra products are available online at www.philippe-petra.com, as well as in select authorised department stores, online stores and specialty stores.
The Philippe Petra brand does not offer merchandise for sale through street vendors, flea markets, unauthorised retail locations, Internet auctions, or at house parties. If you buy an alleged Philippe Petra product through an unauthorised dealer, you could be purchasing a counterfeit, and therefore PPOB will bear no responsibility as to the authenticity of the purchased product.
4. Why should I care about counterfeiting?
First and foremost, counterfeiting is illegal. In addition, counterfeiters unfairly profit at the expense of legitimate small and medium sized businesses, designers and artists, and therefore they harm the economy through lost revenues, jobs, and taxes. According to the International Chamber of Commerce, counterfeiting accounts for 5-7% of world trade, worth an estimated $600 billion a year, representing a significant amount of lost revenue for individuals and businesses legally conducting business.
Counterfeit products do not undergo high standard inspection or testing processes, therefore depriving you of the assured high-quality standards that are ensured via buying authentic luxury brand products. In addition, due to the lack of inspections and testing, such products may not adhere to safety, health or wage regulations, such as anti-sweatshop and child labor laws. Furthermore, it must be noted that counterfeiters have also been linked to identity theft and organised crime. Consequently, when you purchase a counterfeit product, not only are you likely to receive a lower or poor quality product, but you are likely supporting illegal and immoral activity.
5. What is Philippe Petra doing to combat counterfeiting?
Companies alone do not have the resources and capability to combat counterfeiting without the support of their customers, governments and law enforcement agencies alike. The Philippe Petra brand, being a strong supporter of the fight against counterfeit has developed a comprehensive program to combat the unauthorised production and sale of its merchandise. The company participates in numerous enforcement efforts throughout the world, including cooperation with customs authorities and law enforcement agencies to stop the shipment of counterfeit goods, criminal and civil legal actions against counterfeiters, and the takedown of counterfeit websites, fraudulent online auction listings, and unauthorised sponsored links.
6. What should I do if I accidentally purchased counterfeit goods and want to report the website?
Should you have accidentally bought counterfeit goods and wish to report the site, you can do so by sending us an email at firstname.lastname@example.org.
To assist us, please provide as much information as possible, such as:
• Location of the merchandise (i.e. retail, street vendor, website, factory, etc.);
• Number of products offered;
• Type/style of products offered;
• Any other brand name products that may be present.