FAQs

Items purchased online will be delivered with a certificate, carefully presented in HOALL’s timeless white box.

All orders are presented in HOALL’s timeless white box and finished with a ribbon.

Simple packaging is also available upon request. Please let us know during the checkout process if you do not require gift wrapping.

All HOALL pieces are made to order at our atelier, so please allow time for production.

Orders are generally shipped approximately one month after the order has been placed.

Cancellations and refunds are accepted within 24 hours of placing your order.

After 24 hours, changes to the order, such as resizing or adding additional items, cannot be accepted. However, if the order has not yet been shipped, we may be able to update customer information such as the delivery address.

For further assistance, please contact our Customer Care team.

We accept Visa, Mastercard, American Express, Shop Pay, and Google Pay.

If your order is being shipped to the United States, Canada, the United Kingdom, the Eurozone, Hong Kong, Japan, or Singapore, payment can be made in the local currency.

For all other destinations, orders will be processed in US dollars (USD).

You will be charged in the currency selected at checkout. Please note, however, that orders placed within Japan or shipped to Japan will automatically be charged in Japanese yen.

Shipping within Japan is free and handled by Yamato Transport.

Orders shipped outside Japan will be delivered by DHL. The product price includes all shipping costs, customs duties, import taxes, and customs clearance fees.

The total price includes all customs duties, clearance fees, and related charges.
Please rest assured that there will be no additional costs to you.

Every piece is carefully handcrafted at our atelier on the shores of Lake Biwa.

Our designer and artisan reviews the details of each order, including the materials, size, and gemstones, before carefully bringing the piece to completion.

As each piece is made individually after an order is placed, we sincerely regret that cancellations cannot be accepted under any circumstances once materials have been sourced or production has begun.

If you experience any issues with your piece or require adjustments, please feel free to contact us. We will be happy to assist you on a case-by-case basis.

Yes. Every HOALL piece comes with a certificate of authenticity, and we provide ongoing repair and maintenance services.

Please note that we are unable to service jewelry that was not created by HOALL.

Maintenance and cleaning services are provided free of charge.

Yes.

Repairs may be provided either free of charge or for a fee, depending on the nature of the work required. Please contact us for an assessment and quotation, and have your certificate of authenticity available.

Yes. Cleaning services are provided free of charge.

Please contact us before sending your piece, and include the certificate of authenticity when shipping it to our atelier. Please note that we may be unable to accept items sent without prior consultation.

Customization services are also available for HOALL pieces. As availability depends on the nature of the requested alterations, please contact us first to discuss your requirements.

Yes.

When placing an order, you will find an option labeled “Discuss Customization.” Please open the form and provide the details of your request.

Pricing will vary depending on the requested specifications, but we will do our best to accommodate your needs.

Yes. We offer both fully bespoke jewelry and customized versions of pieces from the HOALL collection.

We will work closely with you to understand your preferences and create a piece that reflects your vision.

A fully bespoke order offers an exceptionally wide range of possibilities, which can sometimes make the decision-making process more complex. The clearer your vision is, the more smoothly we can bring your ideal piece of jewelry to life.