Shipping & Returns

We ship from Malaysia to 26 countries across Asia-Pacific, Europe, North America and the Gulf, via UPS, FedEx or Aramex, depending on destination. Every parcel is tracked end to end and dispatched in discreet, secure packaging. Here is every country we reach and what delivery costs to each.

Orders are typically dispatched within 1-2 business days. Delivery times are courier estimates from Kuala Lumpur after dispatch, not best-case figures, and exclude any time a parcel spends in customs. If your country is not listed above, it is not in the checkout country selector either, and an order cannot complete - email us before ordering and we will tell you whether we can reach you.

Import duties and taxes are paid by the recipient, not by us. We do not ship on a delivered-duty-paid basis, so the price you pay at checkout covers the piece and its shipping, never the customs charges of the destination country.

What you will be asked for depends entirely on where you live. Some countries charge nothing on a parcel of this value; others charge duty, import VAT or GST, plus a carrier handling fee, from the first dollar. Your carrier collects whatever is owed at delivery, before handing the parcel over. We declare the full sale price on every customs form.

United States: the $800 duty-free allowance that used to cover parcels like ours was suspended on 24 June 2026, so US orders now go through customs entry and are charged duties, taxes and fees whatever they cost. Please budget for that before you order.

We deliberately do not publish a threshold table for every country. Those figures are set by each destination's customs authority, they change without notice, and several countries apply sales tax well below their duty threshold, so a single number would tell you something untrue. Your national customs website is the authority. Ask us and we will tell you exactly what we will write on the declaration.

Because every piece is one of one and ships internationally, we don't accept change-of-mind returns, because return postage and the risk to a delicate stone in transit make it impractical, and keeping that cost out of the price is part of how we stay affordable. What we do guarantee, in writing:

• Authenticity guaranteed. If a piece bought from us is tested by an independent, accredited gemological laboratory and found to be anything other than natural Grade A jadeite, return it with the lab report and your order details and we refund you in full, with no time limit.
• Damage or loss in transit, fully covered. If your piece doesn't arrive, we refund you in full. If it arrives damaged, send us photos within 48 hours and we'll arrange its return in the original packaging. Once we have received and inspected the piece and confirmed the damage happened in transit, we refund you in full.
• See it first. Want certainty before you buy? Email us the piece reference and we'll send a short video of it in natural light. Most "not what I pictured" worries disappear once you've seen it move.

If something is wrong with your piece when it arrives, email jadeitepavilionhub@gmail.com within 48 hours with clear photos of the piece and its packaging, and hold on to the packaging until we have sorted it out. We look at every report on its own merits, and any remedy is limited to the guarantees above. Reports sent after 48 hours, or without photos, may not qualify.