Frequently asked questions

Yes. We inspect our jewelry and clearly describe the material, hallmark, gram weight, condition, gemstones, and available certification in each listing.

Diamond certificates, laboratory reports, branded accessories, and original packaging are included only when specifically stated in the product description.

Preloved means the jewelry has had a previous owner. It may show minor scratches, marks, repairs, or other signs of normal wear.

We disclose known condition details through descriptions, photographs, and videos so customers can review the piece before ordering. Disclosed signs of previous use are not considered defects.

Our new jewelry is made in Japan, and so are many of our preloved pieces. Preloved branded pieces are made by their original brands and authenticated in Japan. The origin, material, and available details of each item are stated in its listing.

Lighting, photography, screen settings, and device displays can affect how colors appear. Natural gemstones, pearls, and handmade bracelets may also have unique variations in color, shape, inclusions, and pattern.

A minor visual difference is not necessarily a defect, but please contact us if the item is materially different from its description.

No. A certificate or laboratory report is included only when stated in the product listing.

Certification may also be requested for eligible items. Additional fees and processing time may apply.

No. Gold, gemstones, branded jewelry, and other precious items may retain, increase, or decrease in value depending on market conditions, condition, demand, currency rates, and resale costs.

References to jewelry as an asset or investment do not guarantee appreciation, profit, resale value, or future liquidity.

Follow the claiming instructions announced during the Live. A comment or message expressing interest does not automatically confirm the sale.

The order is confirmed after Cha Jewels verifies availability, allocates the item, and sends an invoice or written order confirmation.

A claimed item is normally reserved for:

• New customers: Up to 24 hours.
• Returning customers: Up to 72 hours.

The deadline applies regardless of loyalty level unless different promotional terms are clearly announced.

If the required payment, down payment, or approved arrangement is not completed before the deadline, the item may be released and returned for sale without further notice.

We hold a reserved piece while we confirm it. The time to pay starts once we have confirmed it, and we email you the deadline then. This does not vary by level.

A reduced reservation amount is available only when specifically offered as part of a promotion.

Outside a promotion, the standard full-payment or layaway down-payment requirement applies. A message or verbal promise without the required payment does not secure the item.

Many of our preloved pieces are unique and may be offered through more than one sales channel.

If an item becomes unavailable before your allocation is confirmed, we will inform you. If payment was already received, we will offer a suitable alternative, an accepted store-credit option, or a refund through the original payment method.

Changing the reserved item is treated as cancellation of the original order and creation of a new order.

Cancellation charges or store-credit conditions may apply under our Return, Cancellation and Refund Policy. An exception applies only when Cha Jewels approves it in writing.

Bank transfer, credit or debit card (Visa, Mastercard, American Express, JCB, Diners Club and Discover) and Paidy (あと払い, for customers living in Japan).

You choose how to pay at checkout. The methods available for your order are shown there and on your order page. Card and Paidy are for yen orders paid in full.

An order is paid once we have received and confirmed the payment. Your bank, card issuer or payment provider may charge separate transaction or currency-conversion fees.

Paidy is for customers living in Japan. To use it you need a Japanese mobile number, you pass Paidy's identity check, and you pay Paidy in Japan the following month — at a convenience store, by bank transfer or by direct debit.

After we confirm your order, a "Pay with Paidy" button appears on your order page.

Paidy is not available to customers outside Japan, even when the piece is delivered to an address in Japan, and it is not offered on peso orders.

Paidy bills you the following month — the bill arrives by the 10th and you pay by the 27th at a convenience store, by bank transfer or by direct debit.

With Paidy's identity check in the Paidy app you can split it into 3 monthly payments (3回あと払い, from ¥3,000). From 1 November 2026 you can also choose 6 (from ¥6,000) or 12 (from ¥12,000). There is no instalment fee when you pay by bank transfer or direct debit. Paidy decides which options it offers you.

The piece is reserved for you as soon as Paidy approves; we confirm the charge and ship after our check.

Paidy decides approval on its side; we are not told the reason.

Your order stays reserved and you can pay by bank transfer within the deadline shown on your order page.

Yes — on a yen order paid in full, from any country. After we confirm your order, a "Pay by card" button appears on your order page. We accept Visa, Mastercard, American Express, JCB, Diners Club and Discover.

Before paying by card you sign our Card Purchase Agreement online (once per order). When you pay, the amount is only authorised (held) on your card; we charge it when we confirm your payment. If we cannot confirm the order, the hold is released and nothing is charged.

Card payment is not available on peso orders. Your bank may ask you to confirm the payment (3-D Secure).

Not at the moment. Card and Paidy payments are for yen orders paid in full. Layaway down payments and monthly payments are paid by bank transfer.

Philippine-peso payment may be available when it is specifically provided on your invoice or through an approved payment method.

Peso figures displayed on the website are indicative estimates. Your final invoice, payment provider’s exchange rate, and applicable fees determine the actual amount payable.

Our standard interest-free layaway options are:

• Three months
• Six months
• Eight months for qualifying orders of ¥300,000 or more

The approved payment schedule will be shown on your invoice or customer portal. Promotional plans may have different conditions.

The standard down payment is normally 30% of the total order price.

Some promotions may offer a reduced reservation amount or different down-payment conditions. A promotional exception applies only during the announced period and must be confirmed in writing.

Our standard layaway plans are 0% interest. Customers pay the confirmed product price according to the approved schedule.

Payment-provider, currency-conversion, delivery, service, or customs fees are separate and are not considered layaway interest.

We may send an automated reminder using your registered email address or messaging channel.

If payment remains overdue, we may provide notice and an opportunity to correct it before cancelling the layaway. Cancellation charges, down-payment treatment, and any remaining balance are handled according to the applicable Layaway Terms and Return, Cancellation and Refund Policy.

Yes. You may complete your remaining balance early without an early-payment charge unless different conditions were disclosed before the plan began.

No. Layaway items are normally shipped only after the full balance and applicable shipping charges have been paid and validated.

However, requested services such as resizing, polishing, repair, or certification may begin before the final payment so the item can be prepared for prompt shipment after completion of payment.

Eligible payments earn loyalty points after each payment has been validated, whether the payment is for a paid-in-full order or a layaway order.

At the standard 1% earning rate, an eligible payment of ¥100,000 earns 1,000 points. Promotional rates and exclusions may vary.

Points may be adjusted if a payment is cancelled, refunded, reversed, or charged back.

Available points may be used on eligible Cha Jewels purchases, shipping, or approved services, subject to the program conditions displayed in your account.

Loyalty points cannot be exchanged for cash or transferred to another customer unless Cha Jewels approves otherwise.

No. Store credit and loyalty points are separate.

Store credit issued under our Return, Cancellation and Refund Policy is normally valid for 12 months from the date of issue. It is non-transferable and cannot be exchanged for cash unless required by law.

Yes. We ship from Tokyo to customers worldwide.

Available shipping methods, charges, and estimated delivery times are shown during checkout or confirmed on your invoice.

Yes. When tracked delivery is available, we will provide the tracking number after the parcel has been dispatched.

Tracking may not update immediately after the shipping label is created.

Paid-in-full orders are prepared after payment validation. Layaway orders are prepared for dispatch after the balance has been fully paid.

Orders requiring resizing, polishing, certification, repair, or another service will be shipped after the requested work has been completed.

Resizing, certification, repair, and other service items normally require at least two weeks.

Complex work, laboratory processing, material availability, holidays, and international delivery may require additional time.

Japan: Free domestic shipping may apply to eligible orders of ¥8,000 or more.
International: Grouped shipping may qualify when five eligible items, each priced at ¥8,000 or more, are included. A qualifying group may include purchases from five friends.

Eligibility, destination, shipment timing, and promotional conditions must be confirmed before dispatch.

Yes, approved orders may be combined into one shipment when practical.

All included items must be fully paid and ready for dispatch. Combining orders may delay shipment if one item is still under layaway or undergoing a requested service.

International customers are generally responsible for customs duties, import taxes, brokerage charges, and other fees collected in the destination country. Customs authorities may inspect or delay a parcel.

Yes. Available services depend on the item’s material, construction, condition, design, and gemstone setting.

Eligible Cha Jewels pieces may receive complimentary polishing. Resizing, repair, certification, laboratory work, or additional materials may involve separate fees.

We will confirm availability, estimated cost, and processing time before beginning chargeable work.

Resized, engraved, repaired, certified, personalized, or otherwise altered items are not eligible for change-of-mind returns.

This does not remove your rights if the service was performed incorrectly or the item is otherwise covered by a mandatory consumer right.

Change-of-mind returns are generally not accepted.

Approved voluntary cancellations are normally issued as store credit and may be subject to a lawful cancellation charge. Please review our Return, Cancellation and Refund Policy before ordering.

Contact us promptly, preferably within five calendar days after delivery.

Please provide:

• Your order or invoice number.
• Clear photographs of the item and packaging.
• A brief explanation of the problem.
• An unboxing video, if available.

Depending on the circumstances, an eligible resolution may include repair, replacement, price reduction, store credit accepted by the customer, or a refund through the original payment method.

An unboxing video is strongly recommended because it helps document the parcel’s condition at delivery.

However, the absence of a video does not automatically remove a right that cannot legally be excluded. We may also review photographs, packaging, delivery records, and inspection results.

Cha Jewels does not offer an automatic or guaranteed buyback service.

Selected jewelry may be considered only through our official Trade Program. Acceptance is subject to inspection and approval.

Trade value may depend on:

• Metal purity and gram weight.
• Gemstones and available certification.
• Brand and model.
• Condition and completeness.
• Current precious-metal prices.
• Current customer and resale demand.

Submitting an item does not guarantee acceptance. Any trade value, validity period, and conditions will be provided in writing. We do not guarantee that the future trade value will equal the original purchase price.

We do not offer automatic consignment under the standard buyback process. Eligible items are handled only according to the current Trade Program unless a separate written agreement is made.

There is no single public wholesale minimum that applies to every product category.

Wholesale eligibility, minimum quantity, pricing, required deposit, payment schedule, availability, and delivery terms are determined through an approved written quotation. They may vary according to the product type, gram weight, order quantity, and current precious-metal market.

Retail layaway, loyalty points, free-shipping offers, and promotional discounts do not automatically apply to wholesale orders.

Contact us with:

• Your name or business name.
• Country and delivery destination.
• Product categories of interest.
• Expected quantity or budget.
• Preferred payment and delivery schedule.

We will review the request and provide the available minimums, pricing, and payment conditions in writing.

For order, product, trade, wholesale, or service questions:

Messenger: m.me/chajewelsjapan
Email: sales@chajewelsjp.com

Please include your order or invoice number when contacting us about an existing purchase.