Frequently Asked Questions
General
No, you can also place orders as a guest. However, we recommend that you sign up so you can enjoy a smoother and more convenient experience, and to get updates about new arrivals and attractive offers.
You can call us at +65 6733 4100 for any questions related to the delivery of your product.
Yes, the shipping charges of return orders must be borne by the customer except for orders which were faulty or damaged on arrival, which will be borne by The Jewel Box.
Yes, we offer complimentary resizing of rings up to 2 levels and additional charges may be applied for resizing beyond 2 levels. To enquire about specific pieces, mail us at bespoke@thejewelbox.com or call on +65 6733 4100.
The delivered rings can also be resized on requests within the first 60 days of purchase, however the shipping and other related charges of sending the product back to us will be incurred by the customers.
Yes, you can take the jewellery to your local jeweller but it is not advisable. These kind of modifications can be risky and if not done appropriately, it may damage the gemstones or the other settings. As per our policy, we do not accept return of items that has been modified by other jewellers and the warranty also does not hold any relevance in that circumstance.
No, orders cannot be cancelled once they are placed and payments have been made.
In any circumstance where you are not satisfied with your order, you can simply return it to us or exchange it within 7 business days of its delivery.
Your order is eligible for return only if it is still unworn with its tag(s) still attached and original packaging intact.
Shipping fees and related costs of the return order will be borne by the customer, unless the return is for an order that was faulty or damaged on arrival (see our Return Policy link).
Refunds can be made either in the form of a credit note or back to the original source of payment.
For details, please contact us at +65 6733 4100 or email us at bespoke@thejewelbox.com.
[Ref: Return Policy, Return and Exchange]
In case you want to return the delivered product, please immediately contact our The Jewel Box team either by emailing us at bespoke@thejewelbox.com or by calling us at +65 6733 4100. Our team will get in touch with you and will guide you with the procedure of returning the delivered goods.
The Jewel Box provides free shipping for all orders. Shipping is fulfilled across the globe via FedEx International Priority.
It takes between 2-5 working days to deliver your order, depending on where it is to be delivered.
Charges such as custom fees, import duties, taxes etc levied by the local custom office of the recipient country will be borne by the customer.
All The Jewel Box orders are fully insured until they are delivered. Please note that any packages showing obvious signs of tampering should not be accepted and must be reported immediately.
It takes between 2-5 working days to deliver your order, depending on where your order is to be delivered.
You can change the shipping address until your order is ready to dispatch. Please note once the order is shipped, no change of address would be taken into consideration. Please contact our The Jewel Box team at +65 6733 4100 for assistance.
It may take up to four weeks to carry out the refund procedure once the return orders are duly received and approved for refund.
What is covered?
The Jewel Box Pte Ltd ("we" or "us") warrants that all manufactured or ready-made precious metal jewellery supplied by us is free from manufacturing defects.
This warranty does not apply to repairs, resizing, replating or repolishing of customer's jewellery not previously supplied by us.
What is a manufacturing defect?
Manufacturing defects will be determined by us at our sole discretion upon inspection and includes issues with material integrity, diamond/gemstone setting and craftsmanship for a period of 24 months from date of purchase.
What is not covered under warranty?
This warranty does not cover damage due to normal wear and tear, accidental damage, loss, theft, misuse, improper care* or damage resulting from repair, re-sizing and/or other services that are performed by someone other than us. This warranty will not cover any loss or damage to the diamonds/gemstones or jewellery if caused by impact damage, improper handling or carelessness or in the case of gemstones discolouration due to exposure to chemicals, makeup or other liquids.
This warranty is limited to the repair or replacement of the faulty item by an item of equivalent or greater value at our discretion but does not cover the loss of the main diamond/gemstone unless there is an obvious inherent manufacturing defect in material or design of the setting.
Conditions to ensure warranty remains valid and effective.
We recommend having your jewellery cleaned and inspected every 12 months. For this warranty to remain effective, the jewellery must be inspected at least once every 12 months by a qualified staff member of The Jewel Box. You are invited to visit us for a free inspection, claw integrity check and clean-up for this purpose.
Any modifications, alterations or resizing work performed by a party other than The Jewel Box will void this warranty.
(*Please refer to our article on caring for your jewellery in the Stories section of our website for guidelines on jewellery care and maintenance)
THIS WARRANTY IS NOT AN INSURANCE POLICY. Customers are advised to purchase insurance against loss, theft or damage of any jewellery not covered by the terms of our warranty.
We reserve the right to alter the terms and conditions of our warranty.
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