Talk to Belaroq with the right details from the start.
Whether you are comparing a diamond grade, confirming a ring size, planning a custom piece, or asking about an active order, one documented email thread helps us give you a clearer answer.
Contact information reviewed: July 18, 2026
1. How and When We Respond
Write to support@belaroq.com. Our normal review window is Monday-Friday, 9:00-18:00 Hong Kong Time (UTC+8), excluding Hong Kong public holidays. We aim to provide a substantive first response within two business days, not merely a generic acknowledgment.
A technical custom-design, certificate, workshop, payment, carrier, or warranty question may require additional records. If a complete answer needs more time, we aim to explain what is being checked and what information is still needed. Public holidays, unusually high volumes, and third-party reviews can extend the timeline.
2. Before You Purchase
For a useful product or custom-design answer, include as many of the following details as you already know:
- The product page link, product name, or SKU.
- Jewelry type, metal color or purity, diamond shape, approximate carat direction, and preferred VS or VVS clarity.
- Ring size or measured inner diameter/circumference when the request involves a ring.
- Destination country, preferred delivery date, budget range, and any certificate preference.
- Reference images that you have permission to share, plus a short note explaining what you like or want changed.
3. For an Active Order
Use the email address associated with the order whenever possible and place the order number in the subject line. This reduces identity checks and helps us find the correct payment and production record.
- State whether your question concerns payment, drawings, specification approval, production, final review, shipping, or aftercare.
- Quote the exact detail you want reviewed and attach clear supporting images or documents where relevant.
- For an address change, provide the full corrected recipient details before dispatch. Changes may require verification and cannot be guaranteed after carrier handoff.
- Never email a full card number, card security code, account password, or other unnecessary sensitive payment credential.
4. Design, Diamond, and Certificate Questions
A visualization is not sufficient for a technical answer. Tell us which stone, measurement, setting, metal, engraving, size, or certificate term you want confirmed. The team can then check the product record, design document, available report, or production note that controls the answer.
If you request a GIA assessment for a laboratory-grown diamond, ask before production. Eligibility depends on the stone and GIA's current service criteria; timing and cost must be confirmed rather than assumed.
5. Returns, Resizing, Warranty, and Delivery
For a delivery or condition concern, contact us promptly and keep the parcel, labels, packaging, photographs, video, and carrier documents. For a return, resizing, or warranty request, include the order number and clear evidence of the issue so eligibility and the correct route can be reviewed.
Do not send jewelry to the registered company address. A return is accepted only after written approval and order-specific warehouse and shipping instructions. An unauthorized parcel may be delayed, refused, or unable to be matched to an order.
6. Corporate and Legal Correspondence
Belaroq is operated by HONGKONG ZEALOUS E-COMMERCE CO., LIMITED. Its registered address is FLAT/RM 185, G/F, HANG WAI IND CENTRE, NO.6 KIN TAI ST, TUEN MUN, HONG KONG.
The registered address is listed for company identification and formal correspondence. It is not a retail store, walk-in service center, production site, or default returns warehouse. Please arrange any physical delivery with customer care in writing first.
7. Privacy, Security, and Accessibility
Share only the personal information needed to answer your request. We may need to verify identity before discussing account, payment, order, return, or privacy records. If you need communication in an accessible format or need help understanding a policy, explain the format or assistance required in your email.
For a privacy request, identify the email address or account involved and describe whether you are requesting access, correction, deletion, restriction, or another right available in your location.