We accept custom orders and welcome you to contact us regarding what you need!
Do note that customised / personalised orders are not refundable.
The customisation process also takes longer than making existing items that are for sale in the shop. Please take the time needed into consideration when you purchase a customised item.
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.
Orders that arrive "late" are NOT refundable. Please take into consideration postal delays and custom inspection and order ahead of time.
Please contact us if there is any problem. Should we agree on returning the item, please return the products securely wrapped and provide tracking. If item is returned with damages, it will affect the refund.
Free gifts and 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 you are allowed to choose a gift from our shop, you are responsible for the choice. If you have any questions regarding the item or promotion, we are always here to answer them for you.
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.
If your package has been marked shipped then it is on its way to you. You should receive it 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. Not all orders have tracking. We try to use the most efficient and quickest method to ship to you.
Firstly, check if it has been 18 business days (business days meaning not counting weekends). 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. The package could be at the custom, or delayed in transit because of the weather, a strike in the postal service or peak holiday season. Alternatively, your post office (for instance USPS) has tried delivering to you but you were not aware. You could then check your mail box or with your neighbour, to see if the mailman has left you a delivery notice slip. Sometimes, your package is already delivered and signed for by another person in your household. Do check with them.
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 5 - 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.
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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.