Shipping policy

 

🛍 Self Pick-Up Policy

We offer a self pick-up option for your convenience! Here’s what you need to know:

⏰ Pick-Up Hours:
Available between 11:00 AM – 6:00 PM on regular working days.
For special arrangements outside this timing, feel free to contact us directly.

📦 Processing Time:
Orders are typically ready within 1–3 working days, but in some cases, we may prepare your order within 24 hours.
If your order is urgent, please reach out to us—we'll do our best to accommodate!

📅 Pick-Up Deadline:
Please collect your order within 30 days after it’s marked as ready for pick-up.
If the order is not collected within this period, we will automatically switch it to delivery mode and process it accordingly.

⚠️ Important Notes:

  • Self pick-up is not available during public holidays or our scheduled off days.

  • Once the item is ready for pick-up, refunds will only be issued as store credit if needed.

  • We are unable to offer refunds for missed pick-ups beyond the 30-day window.

For any questions or special requests, don’t hesitate to contact us! 💬


General rule of our online store:
  • If a customer initiates a chargeback without cause or repeatedly cancels orders, our company reserves the right to permanently ban their account to protect the integrity of our business. This policy also applies to individuals who place orders with the intention of studying our business accounts.
  • We will not tolerate disrespectful, hate speech, or insults directed at our agents and reserve the right to take legal action in such cases. Our agents are human beings and someone's beloved family members, and we strive to treat all of our customers with respect and to resolve any issues to the best of our ability. If you are unable to respect our agents and our policies, we kindly request that you do not make a purchase from our company.
  • We record every order before send out to reduce our side mistakes and to improve our quality. Such as packed damaged or incorrect item to order. The video/photos include the quality test video and we will compare with our video/photo footage of the item before send out. All the footage is saved at our cloud system so we can access and investigate anytime. 
  • Any issues found after complete delivery, must contact us within 2 days with safety sticker on with video/photos.
  • Please carefully read and review our policy before placing an order. By placing an order, you agree to the terms and conditions outlined in this policy. If you do not agree with our policy, please do not place an order.
  • Any offer we made for as compensation/refund/exchange the offer last for 7days and if do not agree with that any of offer it will not proceed and the case will be closed.

Preparing Time:

  • Please note that due to our 1:1 handmade designs, we need 1-3 business days to prepare each order.

Special Requirements for Overseas Orders: South Korea, Indonesia, Taiwan, China, Hong Kong, Japan, China, Macau

  • For orders shipped to South Korea, a PCC code is required. You can create a PCC code at http://portal.customs.go.kr.
  • For orders shipped to Indonesia, a copy of your KTP No and ID is required for customs clearance. There will be no misuse of this data. You can send it to us via WhatsApp.
  • For orders shipped to Taiwan, proof of identification (ARC/Passport No) is required for customs clearance. There will be no misuse of this data. You can send it to us via WhatsApp or enter it when placing your order.
  • For orders shipped to China, proof of identification (ID/Passport No) is required for customs clearance. There will be no misuse of this data. You can send it to us via WhatsApp or enter it when placing your order.
  • For orders shipped to Hong Kong, Japan, China, or Macau, the address must be entered in the local language not only in English. (English address might have issues at delivery due to the delivery system only accept local language not English, we need to use google translator this might cause incorrect name. In this case failed at delivery we will not be responsible for that.)
  • The information is required to submit for the customs clearance purpose, there is no misuse of this data that we received. For that you can send us to our WhatsApp or enter the information at the cart page. 

Refunds and Exchanges:

  • Once made an order and want to get refund due to change of mind, we will deduct the credit card transaction fee from the total amount due to the platform changed their policy that once go through they do not refund the fee. However, we will cover the credit card transaction fee if we are unable to deliver your order.
  • Orders that have had a discount code applied cannot be amended.
  • Once an order has been shipped and a tracking number has been provided, we do not offer cash or credit card refunds due to all the required work is done already. All refunds will be issued as store credit, which is valid for one year.
  • Please note that all of our products are completely handmade and may vary in length, colour, pattern, size, and may have minor defects or scratches as a result of the manufacturing process which doesn't affect wearing functions. These variations will not be accepted as a reason for a refund or exchange.
  • We will not be liable for any issues resulting from a customer placing a wrong order or not following our order instructions. (We do accept amendments to orders before they are shipped.)
  • We offer refunds or exchanges in the case of lost shipments or incorrect items being sent. Compensation for damages during delivery may not available at the discretion of the courier company.
  • In the case of a change of mind, we may offer a refund or exchange at our discretion. The customer must pay for return shipping and in case of refund the original shipping fee will be deducted. The item must be returned in the same condition it was packed, with all safety seals intact and any gifts included. Any customization fees will not be refunded.
  • Once the safety seal has been removed, we consider the item to have been delivered in good condition. If you receive an incorrect or damaged item, you must report it before removing the safety seal.
  • In the case that you need to return an order, it must be sent back to our office in the same condition it was received. A refund will be issued as store credit once the item has been received in good condition. (If a gift was included with your order, please be sure to include it when returning the item.)
  • Our warranty period is 7 days, as the lifespan of jewelry is dependent on the owner's handling methods. We do not cover lost items. Within the warranty period, we will offer compensation in the form of store credit, depending on the condition of the item.
  • After the warranty period, any issues with the product will be handled with repair or compensation. The amount of compensation, in the form of store credit, will depend on the time frame and condition of the item.
  • In all other cases, including incorrect or missing addresses, minor differences in the product, damage caused by the customer or delivery, and delays in shipping, we do not offer refunds or exchanges. However, if the parcel returned to us we can arrange for a re-delivery at the customer's expense. (The delivery fee will be apply by that current delivery fee without shipping fee promotion)
  • We cannot guarantee delivery timelines and are not responsible for delays caused by customs or other issues. (Also this will not be a reason for refund/exchange)
  • If you have provided an incorrect name or address (different from the name on your passport or ID, missing digit or lacking of delivery address information) that causes issues at customs, we are not responsible for that.
  • For orders shipped to Hong Kong, Japan, China, or Macau, the address must be entered in the local language not only in English. (English address might have issues at delivery due to the delivery system only accept local language not English, we need to use google translator this might cause incorrect name. In this case failed at delivery we will not be responsible for that.)
  • In some cases, depending on the shipping cost, the parcel may be discarded and the customer will be held responsible for any loss. No refund or exchange will be issued in these cases.

Overseas Delivery:

  • Estimated shipping times range to overseas are from 5 to 30 business days, depending on the destination country and customs clearance. (It is estimated, not guaranteed timeline)
  • Changes to the delivery address are not allowed once the order is in transit.
  • If you experience any issues with your delivery, please contact the local post office directly (except for orders delivered to Singapore. For Ninja Van orders please contact directly to Ninja Van that is faster than contact us).
  • We cannot guarantee delivery timelines and are not responsible for delays caused by customs or other issues.
  • If you have provided an incorrect name (different from the name on your passport or ID) that causes issues at customs, we are not responsible.
  • In case of returned due to failure of delivery, the re-delivery must arranged within 60days after returned. (No refund/exchange, the new shipping fee is born to the customer and there will be no discount available for this shipping fee)
    + Read more about overseas delivery

Overseas Customs Duty Tax:

  • Customs duty tax and handling fees will be the responsibility of the recipient according to the customs standards of the destination country.

Overseas Compensations:

  • Compensation for issues with delivery will be handled by the courier company and is only available for losses after the package has arrived in the destination country.
  • The maximum compensation for overseas country is SGD 300. 

Singapore Delivery :

  • Door to door/contactless delivery. 3 consecutive attempts for over 3 working days.
  • Next day send out delivery : Sometimes the slot can be fully booked if that case will be selected next available date. If you really need urgently please leave a note at cart page. (before 5 PM order, except P.H&Weekend)
  • Estimated shipping times range are from 1 to 5 business days (It is estimated, not guaranteed timeline)
  • Changes to the delivery address might required amend fee at courier company side for that please contact ASAP to courier company. (Before received tracking number please contact to us.)
  • For Ninja Van orders please contact directly to Ninja Van that is faster than contact us.
  • In case of returned due to failure of delivery, the re-delivery must arranged within 60days after returned. (No refund/exchange, the new shipping fee is born to the customer and there will be no discount available for this shipping fee)
  • If use Ninja Van any lost or damaged case must submitted report at Ninja Van customer center within 7day after delivered by Ninja Van policy.
  • + Read more about delivery details

Singapore Compensations:

  • For Ninja Van any lost or damaged case must submitted report at Ninja Van customer center within 7day after delivered by Ninja Van policy. And the compensations will be made accordingly.
  • In case of an investigation, damage investigation is not possible if the damaged outer box photo, inner product photo (never remove the safety sticker), and damaged part photo are not submitted.

 

Read more of ▸ Refund & Exchange Policy

Read more of ▸ After-sales Service Policy

Submit the ▶︎ A/S application