Client Services
Frequently Asked Questions
At Paul Raymond, every piece is created with intention — from the selection of natural gemstones to the final details of assembly, packaging, and service. Below are answers to some of the questions we are most often asked.
For further assistance, you may reach us at hello@paulraymondjewelry.com or message us through our official Instagram account, @paulraymondjewelry.
Our Pieces
Where are Paul Raymond pieces made?
Paul Raymond pieces are designed and handcrafted in small batches by our team in the Philippines. Some of our designs are also made with the help of partner communities in Marikina City and Antipolo City.
Each piece is thoughtfully created to carry the character of natural materials and the quiet refinement of hand-finished jewelry.
Where do your gemstones come from?
Our gemstones are sourced from trusted local and international suppliers. As natural materials, gemstones may vary slightly in color, tone, pattern, shape, and size — details that make each Paul Raymond piece distinct.
Are the gemstone sizes exact?
Gemstone sizes are approximate. Since our gemstones are natural and may be cut, polished, or shaped differently depending on the material, slight variations are expected. Sizes are generally rounded to the nearest 0.5mm to 1mm.
These natural variations are not considered flaws. They are part of the individuality of every piece.
Will my piece look exactly like the photo?
Each Paul Raymond piece is made with natural gemstones, so no two stones are ever completely identical. Color, translucency, pattern, and inclusions may vary from the product image.
We consider these subtle differences part of the beauty of wearing natural stone jewelry.
Are your pieces limited?
Many Paul Raymond pieces are made in small batches. Some gemstones, colors, and cuts may not be available again once sold out, especially for rarer stones and seasonal edits.
For pieces you are considering, we recommend purchasing while they are available.
Orders
How can I place an order?
Orders may be placed through paulraymondjewelry.com. You may also visit our Paul Raymond stores and selected retail partners to view available pieces in person.
For personal assistance, styling advice, or help choosing a gift, you may contact us through email or Instagram.
Can I order through Instagram or message?
For proper order processing, online orders are completed through our official website. However, our team may assist you through Instagram or email if you need help selecting a piece, checking availability, or arranging an in-store visit.
Can I change or cancel my order after it has been placed?
Once an order has been confirmed, we may no longer be able to make changes, especially if it is already being prepared for dispatch.
If you need assistance with an incorrect order, please contact us as soon as possible at hello@paulraymondjewelry.com. When possible, our team will assist you in cancelling the order so you may place a new one with the correct details.
Can I use more than one promo code?
Only one promo or discount code may be used per order, unless otherwise stated.
I am having trouble placing an order. What should I do?
Please contact us at hello@paulraymondjewelry.com or through our Contact page. Kindly include a brief description of the issue, and if applicable, a screenshot, so our team can assist you properly.
Payment
What payment methods do you accept?
We currently accept the following payment methods:
Credit or debit card through PayPal Checkout
Bank transfer through BPI
GCash
Available payment options may vary depending on your location and checkout settings.
Do you accept Cash on Delivery?
At this time, we do not accept Cash on Delivery.
Shipping & Delivery
Do you ship internationally?
At the moment, we ship within the Philippines only. We are working on ways to make Paul Raymond available to clients outside the country in the future.
How much is shipping?
Standard shipping within the Philippines is complimentary.
How long will it take to receive my order?
Orders are usually prepared and dispatched within 2 to 3 business days after purchase.
Once dispatched, delivery usually takes 1 to 7 working days, depending on your location and the courier’s schedule. Deliveries may take longer during holidays, sale periods, new collection launches, severe weather, or other circumstances beyond our control.
How will I know when my order has shipped?
You will receive an email once your order has been shipped.
Can I send my order to another person or address?
Yes. Please make sure the recipient’s complete name, mobile number, and delivery address are entered correctly at checkout.
For gifts, you may also add a note before completing your order, subject to the options available at checkout.
Stores, Stockists, and Private Appointments
Where can I see Paul Raymond pieces in person?
You may visit our Paul Raymond stores and selected retail partners. Please refer to our Stores & Stockists page for updated locations, store hours, and availability.
Do all stores carry the same pieces?
Availability may vary per location. Certain pieces may be exclusive to specific stores, online, pop-ups, or private appointments.
For a specific item, we recommend contacting us before your visit so our team can check availability.
Do you offer private appointments?
Yes, private appointments may be arranged depending on location, schedule, and availability. Private appointments are ideal for clients who would like a more personal experience, assistance with gifting, or guidance in selecting pieces for a collection.
You may contact us through email or Instagram to inquire.
Returns & Exchanges
What is your return policy?
We carefully inspect each piece before dispatch. However, if you receive a defective, damaged, or incorrect item, please contact us within 7 days of receipt.
Eligible returns must be unused, in their original packaging, and without signs of wear, misuse, or damage. Approved refunds are issued in the form of store credit, which may be used online or in-store.
Are all items eligible for return or exchange?
Discounted pieces, marked-down merchandise, engraved pieces, gift cards, custom pieces, and pieces created through the Crystal Bar™ are considered final sale and are not eligible for return or exchange.
How do I request a return?
Please contact us at hello@paulraymondjewelry.com or through our Contact page. Include your order number, the reason for the return, and clear photos if the item arrived damaged, defective, or incorrect.
Our team will review your request and guide you through the next steps.
I received the wrong item. What should I do?
Please contact us as soon as possible with your order number and photos of the item received. Our team will review the concern and assist you accordingly.
Care & Repair
How should I care for my Paul Raymond jewelry?
To preserve the beauty of your piece, avoid direct contact with water, perfume, lotion, alcohol, sweat, cosmetics, and cleaning products. After wearing, gently wipe your jewelry with a soft, dry cloth and store it in its pouch or box.
Natural gemstones and plated metals should be handled with care, as they may be affected by impact, moisture, chemicals, and prolonged exposure to heat or sunlight.
Can gemstone jewelry get wet?
We recommend keeping gemstone jewelry away from water whenever possible. Some gemstones are sensitive to moisture and may change, weaken, or lose polish with constant exposure.
Do you offer repairs?
Yes. Paul Raymond offers repair services for eligible pieces.
Stretch bracelets and rings may be restrung at no cost if the elastic thread snaps during normal wear, provided the beads are complete. If beads, charms, or components are missing or damaged, replacement materials may come with an additional cost.
For metal jewelry, repair eligibility depends on the piece, material, condition, and date of purchase.
Where can I request a repair?
You may contact us at hello@paulraymondjewelry.com or visit a Paul Raymond store. For repairs, please contact us before visiting so our team can confirm the process and any materials needed.
Please note that stockists and retail partners may not accept repairs or returns.
Gifts
Do Paul Raymond pieces come with packaging?
Yes. Each Paul Raymond piece is presented in our signature packaging, designed to be kept, reused, or given as a gift.
Can I send a Paul Raymond piece as a gift?
Yes. You may ship your order directly to the recipient by entering their details at checkout. Please ensure that the recipient’s name, contact number, and address are complete and accurate.
Can you help me choose a gift?
Yes. Our team would be happy to assist you in choosing a piece based on the recipient’s style, preferred colors, birthstone, intention, or occasion.
You may contact us through email or Instagram for assistance.
Need Further Assistance?
For order concerns, product inquiries, gift assistance, private appointments, or after-sales service, you may reach us through:
Email: hello@paulraymondjewelry.com
Instagram: @paulraymondjewelry
Facebook: @paulraymondjewelry
We would be delighted to assist you.