We are here to help you.
Frequently Asked Questions (FAQs)
Have a question?
Here is a quick self-help FAQs to answer your questions.
How can I contact you?
If you have any enquiry/feedback, feel free to drop us an email at firstname.lastname@example.org
Do you have a physical shop?
Unfortunately, we do not have a physical storefront.
I can't log in to my account.
Your account username is your email address. Should you forgot your password, you can click on "forgot your password" to reset your password.
If the problem persists, feel free to contact us so that we can assist you to reset your account.
ORDER AND PROCESSING
What is the processing lead time?
All bespoke pieces are made to order, specifically for you, and takes time.
Our production + shipping lead time is approximately up to 12 business days.
(Most cases, we do our best to fulfil your order within a week)
For International Orders, our production + shipping lead time is up to 21 business days.
I need an order urgently. Can I request to expedite my order?
Most of the time we can accede to your expedite request. Kindly contact us directly before placing an order.
Can I cancel my order?
Yes, you can cancel your order within 3 hours from time of purchase.
To cancel an order, kindly email us at email@example.com with your order number.
Once your order is processed in our studio, we will not be able to process your order cancellation.
How do I know the status of my order?
Once your order is received, it will be processed by our team within the next day. As our bespoke jewellery are made to order and customised specially for you, processing takes time.
When your order is ready, arrangement will be made for our courier to pick up your parcel. Once order is shipped, you will received an update via email together with your tracking reference number.
SHIPPING AND DELIVERY
What is the shipping fee?
For Local Order (Singapore):
The standard shipping fee is flat rate SGD 3.50.
Shipping is complimentary for order above SGD 100.
For International Order:
Shipping rates depends on countries and region.
*rates will be reflected at checkout with your given address/country postal code.
How can I track my order?
You can track your order via our website here:
Do you ship internationally?
Yes, we ship internationally.
International shipping lead time is approximately 5-14 business days.
Shipping fees vary from countries and region. *calculated upon checkout.
Kindly not that we are not liable and responsible for all custom/duties/taxes incurred for international orders.
Exchange and Returns
Can I request for an exchange?
We offer a one-time exchange for non-customised item, within 21 days from date of purchase.
Price of the exchanged item should be equal to the new item.
If the new item is of higher price, a top up will apply and is borne by customer.
No exchange is allowed for sale item, gift card and customised item.
To request for an exchange, kindly reach out to us at firstname.lastname@example.org with your order number.
For full details for exchange, please refer here.
Can I return an item?
We only accept return for non-customised item, within 21 days from date of purchase.
Returns are not allowed for sale item, gift card, gift box and customised item.
All returns are strictly refunded in the form of store credits (no expiry date).
To request for a return, please reach out to us at email@example.com with your order number.
For full details on returns, please refer here.
Warranty and Repairs
What is your warranty period?
We offer FREE OF CHARGE repair within 90 days from date of purchase.
The cost of return mail will be borne by you if return is made after 14 days from the date of receiving.
What does our warranty cover?
Our warranty covers mainly manufacturing defects of material and workmanships. Neglect care, natural wear and tear are excluded from warranty.
Areas covered by warranty:
- broken chain
- dislodged jump rings
- faulty clasp
- crystal fallen out
- gemstone fallen out