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Custom Comb

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Frequently asked questions about Jewelsalem

We accept custom orders and welcome you to contact us regarding what you need!

Do note that customised / personalised orders are not refundable.
If you wish to cancel a custom order, you can do so before the final design is shown. After you have approved the design but still wish to cancel the order, a 50% refund will be given with the cancellation.

The customised item(s) will take longer to create than existing items that are for sale in the shop. Please take the time needed into consideration when you purchase a customised item. You are welcome to check the timeline with us.

For hair accessories, we reserve the right to substitute some components if they are out of stock, but we always make sure the change is not noticeable.
All items are gift wrapped. If you need to customise the packaging or wrapping, do contact us!

For certain jewelry, we discourage the use of detergent and chemical when wearing the items. If you need more information, feel free to contact us.
Custom orders are NOT refundable. To cancel, please read above point - "Custom and personalized orders"

Orders that arrive "late" are NOT refundable. We cannot guarantee exact delivery date. Please take into consideration postal delays and custom inspection, missed mail delivery etc, and order ahead of time. We are not responsible for external circumstance that affect delivery.

Do contact us if there is any problem with your order. If we agree on returning the item, please return the products securely wrapped and provide tracking. If item is returned damaged, it will affect the refund.

Free gifts, promotional items are not refundable or returnable. We are not liable for free gifts as they are gifts, given free, as a form of goodwill.
If your package has not been marked yet, then that is because item(s) are still being made. We usually mark "shipped" after 1-2 days.

You should receive your order in 10 - 18 business days generally. But if it has passed this time frame, do convo us to check on the status. If there is tracking for your order, I will be able to advise on the status of the order. We try to use the most efficient and quickest method to ship to you. Items are not considered lost if it has not passed 30 business days.

There are a few reasons why you have not received the order. Custom delays, weather, missed delivery, holiday seasons are possible reasons.
We appreciate all constructive feedback. We take pride in our work and our goal is never to cheat or deceive our clients nor are we frauds. We are serious about our craft and we care about our work. If you have an issue with the item you received or with "lost" packages (which most of the time are just delayed), please contact us first instead of jumping immediately to a negative feedback. Give us a chance to make it right and we promise we will find other ways to make this a happy and satisfactory purchase experience for you.
If your order has tracking, please track your package with singpost.com or contact us and we can check for you. If you are given a tracking number, it will definitely work. So please do not worry about this.

Tracked packages have to be SIGNED FOR. If tracking is provided, you are responsible for ensuring the item is delivered to you. Make sure there is someone to sign for the package. If you miss the delivery, it is your responsibility to ask your local post office for the whereabout of your item and follow up with them.
We can be contacted on Etsy Convo - most preferred, or via email: jewelsalem [!at] gmail.com

Convo will usually be replied in 24 - 72 hours (during weekdays)

We do not work on weekends, like many of you, so usually we do not reply convos on weekends. If you send us a message, we will write back when the work week begins.
For US, UK and EUROPE - Regular shipping generally takes 7 - 20 BUSINESS DAYS (meaning: not including weekends). Please note we do not work at the post office and have no means of guaranteeing delivery on certain days.

There have been feedback that some packages going to CANADA recently take around 2 months to arrive.
This is out of our control. We advise you to read our policies and take the delivery time into consideration. We strongly encourage Canadian clients to opt for Fedex or DHL delivery services. We also reserve the right to cancel orders to CANADA due to the long shipping time.

If you need more secure and detailed tracking, or for express shipping (delivery within 1 - 4 days), please convo us for rate.
We are also found under Jewelsalembridal on Etsy.

On facebook:
FB fans who liked Jewelsalem's page will get notification for extra discount rate during sale period. Go like us now! :)
We reserve the right not to ship our products to certain countries. For instance, we do not ship to China, South America, Middle East. Thank you for your understanding.

Custom Comb