At Fuguimen Network Technology (Hong Kong) Co., Limited (“we,” “our,” or “us”), we believe that exceptional products deserve equally exceptional service. Our dedicated team of professionals is committed to delivering a seamless, trustworthy, and personalized customer experience from the moment you visit our website until long after your purchase is delivered. This Team & Service Policy outlines our commitments, standards, and responsibilities to ensure every customer interaction reflects the excellence of our brand.

1. Our Team

  • Expertise: Our team consists of professionals with backgrounds in jewelry design, horology, customer care, logistics, and after-sales support.
  • Training: Staff members receive ongoing training in product knowledge, customer communication, and ethical practices to provide accurate and reliable guidance.
  • Ethics: We operate with transparency, honesty, and professionalism, ensuring that every customer feels respected and valued.
  • Cultural Awareness: As an international brand, our team embraces diversity and is equipped to serve customers across different regions and cultural backgrounds.

2. Service Standards

We are committed to providing high-quality service that matches the elegance of our products. Our service standards include:

  • Responsiveness: We aim to respond to inquiries within 24–48 business hours.
  • Accuracy: Information provided about our products, policies, and services will be clear, accurate, and up-to-date.
  • Confidentiality: Personal information shared with our team will be protected in line with our Privacy Policy.
  • Respect: Every customer will be treated with courtesy, dignity, and professionalism.

3. Customer Support

Our support services are designed to assist you before, during, and after your purchase:

  • Pre-Purchase Assistance: Helping customers select the right products, providing detailed product information, and offering personalized recommendations.
  • Order Assistance: Updates on processing, payment, and shipping status.
  • After-Sales Service: Guidance on product care, warranty claims, and repair services where applicable.
  • Multi-Channel Support: Customers can contact us via email, phone, or website forms for assistance.

4. Service Scope

Our services include, but are not limited to:

  • Product education and gemstone certification guidance.
  • Customization support for bespoke orders.
  • Warranty and repair coordination with qualified specialists.
  • Assistance with returns, exchanges, and refunds (as per our Return & Exchange Policy).
  • Tracking and logistics support for shipped orders.

5. Customer Responsibilities

To ensure smooth and effective service, customers are expected to:

  • Provide accurate personal, shipping, and payment details when placing orders.
  • Review product descriptions carefully before purchase.
  • Follow care instructions for jewelry and watches to maintain product quality.
  • Communicate promptly with our team regarding issues or inquiries.
  • Treat our staff with courtesy and respect during interactions.

6. Service Limitations

While we strive for excellence, certain limitations apply:

  • Third-Party Services: We are not liable for delays or issues caused by couriers, customs, or third-party repair providers.
  • Force Majeure: Service obligations may be affected by events outside our control (e.g., natural disasters, strikes, political unrest).
  • Custom Orders: Modifications to bespoke products may be limited due to material or design restrictions.
  • Availability: Certain services may only be available in specific regions.

7. Service Guarantees

We guarantee the following commitments:

  • Authenticity: All products sold are genuine and meet strict quality standards.
  • Warranty: Selected products come with warranties covering defects in materials or craftsmanship.
  • Fair Treatment: Every customer request is handled fairly and transparently, with clear explanations of outcomes.
  • Continuous Improvement: We regularly review customer feedback to improve our services.

8. Dispute Resolution

  • In the event of service-related disputes, we encourage customers to contact us directly for resolution.
  • If a matter cannot be resolved internally, it may be referred to independent mediation or arbitration, in compliance with applicable laws.
  • We are committed to resolving disputes in good faith and ensuring customer satisfaction wherever reasonably possible.

9. Our Commitment

Our mission goes beyond selling luxury items — we aim to build lasting relationships based on trust, respect, and service excellence. Whether you are purchasing your first timepiece or adding to your jewelry collection, our team is here to support you at every stage.

10. Contact Us

For any service-related inquiries or concerns, please contact our team at:

Fuguimen Network Technology (Hong Kong) Co., Limited
📍 Address: RM03, 24/F, Ho King Comm CTR, 2-16 Fayuen ST, Mongkok Kowloon, Hong Kong
📞 Phone: 94411068
📧 Email: fuguimen2440@outlook.com