Home > Customer Care

PLACING AN ORDER

Website

  • Select your preferred colour from the drop-down list on the product listing, where you can also view product description, details and pricing.
  • After adding your order to cart, you can continue shopping or review your order in your cart at the top right hand corner of the page.
  • Please check and confirm your that your order is correct before checking out.

Instagram/Facebook/WhatsApp

  • Besides our website, we also accept orders via messages on Instagram, Facebook and WhatsApp. Please indicate your order (product name, colour and quantity) name, contact number and shipping address in your message.
  • Please note that full payment (only via Paynow for this option) has to be made within 24 hours for your order to be confirmed. Orders may be cancelled without notice if the payment is not received within 24 hours.

GIFTS

  • Each item will be packed in a free gift box and a thank you card.
  • If you would like to personalise a message on the back of the thank you card, we can help to do that! Please refer to Customisation (below) for more details.
  • If you are purchasing our items as gifts, please be assured that no physical receipts or order list will be included in the shipment as all receipts would have already been sent to you via email.
  • Premium gift boxes which includes 2 polaroid photos and LED lights are available for $12 each with every purchase. Please choose the premium gift box option when adding your item to cart, and send your photos and personalised messages (if any) to heardsingapore@gmail.com. Do ensure that all photos are in the aspect ratio of 3:4 or 4:3, and are sufficiently clear, for best effect.

CUSTOMISATION

Jewellery personalisation

  • We offer personalisation services on some jewellery pieces. Be it your name, a reminder, or a special date to remember, engrave it on your jewellery to carry it close to your heart.
  • Please check the listing of the piece to confirm if personalisation services are available. We regret to inform that personalisation services are unavailable unless otherwise stated on the listing.
  • Up to 5 characters can be hand stamped onto the jewellery, either across, down (for rectangular pieces) or rounded at the bottom (for circular pieces). Please let us know your requirements via the “Note to Seller” field at the checkout page.
  • Font is Arial and size is 1mm.
  • As each and every character is lovingly hammered by hand onto your item using special tools, there may be variations in the impression depths, kernings and look of every piece. This is not to be considered as a defect. Hand stamping creates an organic and one-of-a-kind uniqueness to your piece, and that is the charm of this artisanal technique – no two pieces will look similar!
  • Please note that personalised items cannot be refunded or exchanged as they are commissioned on demand.

Personalised messages

  • We provide a free message card with every item purchased. You may customise your own message – be it a reminder to yourself, or an appreciative note to your giftee!
  • If you would like your message personally handwritten by us, please let us know via the “Note to Seller” field at the Checkout page. Please limit the message to 50 words or less.
  • If you are purchasing an e-gift card for someone and would like a personalised message to go with it, you may type it in “Gift Card Note” on the product listing before adding to cart or checking out.

CANCEL/CHANGE ORDER

  • Please ensure that items are correct before submitting your order and also in the confirmation email. Do alert us as soon as possible if you would like to change or cancel your order so that we can make the necessary changes before the order is shipped out.
  • We regret to inform that we are unable to cancel or change your order once the order has been shipped out. Once you have received your order, you may initiate an exchange under our policy. Please refer here for more details.

PAYMENT

Payment options

  • We accept payment by PayPal, PayNow (for local customers only) and store credits. Please select your preferred mode of payment at check out.
  • You do not need a Paypal account to make payment. You can manually key in your credit/debit card details to proceed. All Paypal transactions are processed by solely by Paypal, and we do not store any of your card information or details.
  • If you are using store credits/e-gift card for payment, a unique dollar value voucher code would have been issued to you via email. You may use the code at checkout to redeem credits. Please note that only one voucher code can be used per transaction.
  • Local customers may now make payment by Paynow directly! Choose Payee Identification Type as UEN (Corporates & Businesses) and enter T18LL1251L. Alternatively, simply scan the QR code below to make payment!

 

 

 

 

 

 

 

Payment details

  • All payments will be made in Singapore Dollars.
  • If your credit/debit card is not denominated in Singapore Dollars, the final amount to be paid will be calculated in accordance with the applicable exchange rate on the day which your card issuer processes the transaction.
  • All prices shown on our website, Facebook and Instagram page does not include any taxes and duties applicable. You will be responsible for any sales taxes and customs or import duties incurred at your local customs.
  • After successful payment, a receipt and order confirmation will be sent to you via email within 1 working day.

Please contact us at heardsingapore@gmail.com or +65 8776 0388 (text/WhatsApp only) if you require further assistance on orders or payment, and we will try to facilitate the process as best as we can.

LOCAL SHIPPING

Registered shipping

  • We offer free local shipping via Ninjavan (with real-time tracking) for orders above $50. For orders below $50, a shipping fee of $5 will be charged.
  • Your order will be dispatched for shipping within 2 working days of confirmation, and will arrive at your shipping address within 1-3 working days after the dispatch of your order.
  • Your package will come with a tracking number, which will be sent to you via email once your order has been dispatched. You can track it here.

Express shipping

  • If you would like your order to be shipped urgently, please select the express shipping options at checkout. Additional costs will apply as follows:
    • Next day express (orders submitted after 1pm): $8
    • Same day express (orders submitted before 1pm): $10
    • 3h express (orders submitted before 5pm): $15

*Express shipping costs are subject to additional surcharges based on delivery address

  • Please ensure that you are contactable by the delivery agent for a smooth shipping process.

INTERNATIONAL SHIPPING

Registered shipping

  • We offer free standard registered airmail via DHL for orders above $120^. For orders below $120, a flat shipping fee of $20 will be charged.
  • Your order will be dispatched for shipping within 2 working days of receipt, and will generally reach you within 8-14 business days. The delivery time* will depend on your country and region.
  • Your package will come with a tracking number, which will be sent to you via email once your order has been dispatched. You can track it here.
  • We regret to inform that we are unfortunately unable to offer express shipping services internationally. If you absolutely require your items urgently, please contact us at heardsingapore@gmail.com or 65 8776 0388 (via text/WhatsApp only) and we will try our best to make arrangements.
  • Please note that you will be responsible for any sales taxes and customs or import duties incurred at your local customs.
  • Please ensure that you are contactable by the delivery agent for a smooth shipping process.

* Please allow an additional 2-3 business days in case of delays.

OTHER SHIPPING MATTERS

  • Please ensure that the shipping address entered is correct before submitting your order and also in the confirmation email. Do alert us as soon as possible if there are any errors so that we can make a change before the order is shipped out.
  • If your package is lost in transit, please contact us immediately and we will try our best to resolve the issue.
  • We regret to inform that we will not be liable for:
    • Lost packages or wrong delivery due to an incorrect/incomplete shipping address provided;
    • Lost or stolen items once declared “Delivered” by the shipping service;
    • Re-shipment costs for incorrectly delivered, unclaimed or returned packages; and
    • Any applicable customs charges and/or taxes.

Please contact us at heardsingapore@gmail.com or +65 8776 0388 (text/WhatsApp only) if you require further assistance on shipping and delivery, and we will try to facilitate the process as best as we can.

RETURN POLICY

  • Customised (engraved) items and sale items are not eligible for exchange or return.
  • Items are only eligible for exchange or return within 7 days of the delivery date in the unlikely event of the following:
    • Item or size sent is not as indicated in the order confirmation;
    • Customisation done is not as indicated in the order confirmation;
    • Defective or damaged item; or
    • Wrong size ordered
  • In the above situations, please contact us at heardsingapore@gmail.com or +65 8776 0388 (text/WhatsApp only). Snapshots of the item and details of your request are required for our review on a case by case basis. We will respond to you within 2 working days.
  • Items must be returned in brand new and unworn condition with the original packaging intact in order for us to process the exchange or return. We regret to inform that we are unable to process exchange or return requests if this requirement is not met.
  • If your request is approved and the item is available, we will contact you to arrange for a free 1 to 1 replacement of the item. If your requested item is not available for exchange, we will offer a return in the form of store credits for future purchase. We regret to inform that we are unable to provide returns in other forms.
  • Size exchange is offered free for the first time only. Any subsequent requests will be chargeable at a fee of $10.
  • We reserve the right to accept or reject any exchange or return request based on our review.

WARRANTY

  • We are committed to providing quality jewellery which we understand is statement of expression for your unique journey and story. We apologise for any inconvenience caused in the unlikely event of faulty or damaged items.
  • We offer a warranty period of 30 days from the date of purchase, and are happy to provide a 1 to 1 replacement if your item is defective.
  • Please note that our natural gemstones and plated jewellery may be affected by various external factors including body oils, sweat, light, heat, chemicals and normal wear. This may cause the colours to change or darken over time. Wear and tear or tarnishing, which are affected by individual use and jewellery care, will not be considered as damaged or faulty.
  • If you would like to arrange for a replacement, please contact us at heardsingapore@gmail.com or +65 8776 0388 (text/WhatsApp only). Snapshots of the item and details of your request are required for our review on a case by case basis. We will respond to you within 2 working days.
  • We reserve the right to accept or reject any replacement request based on our review.

While each piece of jewellery was specially handcrafted with care and attention to quality, we recommend proper jewellery care in order to prolong the lifespan of your jewellery and minimize tarnishing.

JEWELLERY CARE

Do’s

  • Remove your jewellery before exercise, contact with water (shower, swimming etc.), contact with chemicals (perfumes, body lotions, detergents etc.) and sleeping
  • Clean your jewellery frequently with a dry cloth to remove sweat, oil or dirt
  • Keep your jewellery in an airtight bag or container, and store in a cool and dry place when not in use

Don’t’s

  • Subject jewellery surface to excessive friction or force
  • Expose your jewellery to sunlight, heat, moisture, or bodily sweat/oils for prolonged periods