Payment
How can I pay for my jewellery?
We gladly accept all major credit cards (i.e. Visa, Mastercard, etc.), Paypal, HitPay and ShopBack PayLater.
If you're based in Singapore, you can also pay for your order using PayNow at the checkout page. Please note we are only able to reserve your items for 24 hours. The order will be cancelled if payment is not received within 24 hours.
Do you offer instalments?
Yes, you may choose to pay in three (3) instalments using ShopBack PayLater. For more info about ShopBack PayLater and payment instructions, please see here.
Is your site safe and secure?
Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.
What should I do if my payment doesn’t work?
First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us an email at custcare@jlheartonline.com, and we’ll do our best to help!
Where do I enter my discount code?
During the first checkout stage, look for a box beneath your order summary. Enter your code and click ‘apply,’ then the amount will be recalculated with a discount.
Can I use multiple discount codes at one time or during a sales promotion?
Please note only one discount code can be used per order.
Shipping
Is there a minimal order value for free shipping?
As we strive to bring quality jewellery more approachable to everyone, we are happy to offer free standard shipping for all orders within Singapore and internationally with no minimum order value.
We deliver with our trusted courier partner Qxpress eCommerce. All international packages are carefully handed over to the local post office for final delivery.
For international orders out of Singapore, we offer expedited shipping by Fedex. Additional charges apply and you can select this option at checkout.
How long will it take to receive my jewellery?
To Singapore:
Standard delivery 2-5 working days*
To all other countries:
Standard delivery 7-21 working days*
*Kindly note that during peak or promotion season, there may be slight delay in packing and shipping. We appreciate your patience and understanding for our small team and trusted carrier partners.
Can I request for specific delivery date or urgent delivery?
Unfortunately, we won’t be able to accommodate your special requests under our free standard shipping. However, if you wish to opt for chargeable Express delivery*, please email us at custcare@jlheartonline.com with your order number. Our team will be happy to assist you.
*Kindly note we may not be able to offer Express delivery to all destinations , subjected to the chosen courier partner’s working territory.
Will I have to pay for international taxes and duties?
For packages out of Singapore, prices are exclusive of sales tax. As we are unable to control these costs in your country, you are responsible for any duties/taxes applied to your package, if they apply.
In rare cases you might be contacted by customs to submit an invoice. In this case, you can simply forward our order confirmation email which you’ve received when placing your order.
If you should decide to decline a package, you can return the package to us and we will refund you the balance after deducting the shipping charges.
Packaging & Gift wrapping
How are my jewellery wrapped?
Your jewellery items are packed in a gift box to ensure that they will arrive in good condition to you. Each jewellery comes with a soft pouch and a piece of polish cloth.
You have the option of getting us to pack multiple items in one box to save on packaging and join us in our efforts to be more eco-friendly. However, if you are buying as gifts, please indicate the specific item and opt for gifting wrapping at checkout page.
Can I have my order shipped as a gift?
Yes, for sure! We don't include printed invoices within the package, so you can gift with peace of mind.
If you have a special message you'd like us to pen for you on the gift card, please opt for gifting wrapping at checkout page and key in your message.
What if I’d like to request for minimal packaging as I’m getting the jewellery for myself?
Awesome! Thank you for joining us on this journey to be more eco-friendly.
Do tick the box for minimal packaging at checkout.
Repair, Return & Exchange
Do you accept return or exchange?
Yes, we accept all returns within 14 days of purchase, except for sale or customized items. Resized rings can be returned, but there will be a charge of $50 for the resizing. Items that have been used or damaged by the customer also do not qualify for returns.
How do I request for return or exchange?
Please use this return/exchange form for step by step instructions. Please ensure that the items are packed safely and securely, preferably in the original packaging we sent the items in.
How will I receive the refund or exchange?
As soon as we receive your returned item(s), we willinitiate a refund in the form of store credits based on your purchase price; less any shipping fees or ring resizing fees, only where applicable.
I’m getting the jewellery for a friend or family, but I am not sure if she will like it. Can she exchange it for something else, just in case?
Sure! Simply email us at custcare@jlheartonline.com and we'd gladly help her process the exchange to a piece(s) of her choice.
You can also shop a gift card for her to take out the guesswork.
What is your repair policy?
We provide repairs within 6 months of your purchase. Please send an email with your order number and product photo to custcare@jlheartonline.com. We will reply with 1 working day.
Size & Design
Do you offer free resizing?
Yes, we are able to resize most of our items free of charge. Simply indicate your size in the size menu at product page. Our artisans will handcraft the right fit to you accordingly.
I spotted a design I love but I am not sure about my ring or bracelet size. Can I place order anyway?
Yes, as most our designs are one-of-a-kind and limited-edition, we would recommend that you purchase your design right away.
We can mail a sizer to you, or you can use our jewellery size guides to determine your size.
I loved a limited-edition design, but it is sold out. Will I be able to get it in the future?
We’re sorry you missed out on it. That’s why we love working with unique stones, they’re one-of-a-kind and so special!
We do bring back selected popular designs, but it really depends on whether we manage to source for similar gemstones for that. Please do join the waiting list and receive an exclusive first-hand email notification.
Customization - I found a design I like, but I want a different stone. Can I pay for the modification or upgrade?
Yes, we can do that for our Demi-Fine Jewellery range. Please send us an email to custcare@jlheartonline.com.
We are unable to do that for our Fine Jewellery range though. We craft our Fine jewellery in small batches to keep prices very competitive and are unable to make singular pieces after it has sold. Thank you for your kind understanding.
Customization – What if I’d like you to custom design a piece of jewellery for me?
Thank you for considering us for your project, but due to our small team, we are not able to provide full customisation or bespoke services.
We are only able to customize these for our Demi-Fine Jewellery:
❃ Change in metal (rose gold, gold or sterling silver, subject to availability)
❃ Change in size
❃ Change in gemstones (subject to availability)
Materials
What materials do you use to craft your jewellery?
We use a range of materials in our jewellery.
They include: 9k, 14k and 18k Solid White Gold, Rose Gold and Yellow Gold; 14k Gold Filled and Rose Gold Filled; 925 sterling silver, Rhodium-plated Sterling Silver; 16k Gold and Rose Gold Vermeil, and 16k Gold and Rose Gold Plated Brass.
The materials used in each jewellery item will be clearly listed in the product specifications on that page.
What stones do you use to craft your jewellery?
We use a wide range of authentic, natural gemstones in our work.
The gemstones include (but are not limited to) Type A Jadeite, Pearls, Sapphire, Tanzanite, Moonstone, Morganite, Tourmaline, Aquamarine, Diamond, Spinel, Emerald, Ruby, Opal, Blue Lace Agate, Sakura Agate, Malachite, Amethyst, Garnet, Peridot, Citrine, Quartz and Turquoise.
Do check out our Gemstones page to find out more about these colourful beauties!
Will my jewellery tarnish or change colour?
The short answer is that anything that is not in solid gold can possibly tarnish or oxidize over time.
Gold is an inert metal and stays true to its colour. However, the high cost of using only solid gold would limit the fun designs we can create. That is why we do make jewellery in other materials like rose gold vermeil.
These metals can react with our skin oils, perfume and even the air to oxidize over time. If that happens, simply rub over the tarnished part with the polish cloth that we include with your order. This will restore the shine on most jewellery.
However, to be clear, anything that is short of solid gold won’t be as lasting.
How can I keep my jewellery gleaming for years?
Here are some important DOs and DON’Ts when it comes to keeping your jewellery sparkling:
DOs
❃ Give your jewellery a gentle wipe with chamois or eye glass wiping cloths from time to time to remove body oils and dirt.
❃ Wash them with water and mild soap from time to time and wipe dry thoroughly.
❃ When wearing, avoid getting lotions or perfume on your jewellery as this will speed up oxidation.
❃ Store them separately in zioloc bags or in individual slots in your jewellery box to avoid your jewellery scratching one another.
DON’T DO THESE
❃ Never spray perfume on jewellery.
❃ Never moisturize your jewellery.
❃ Never leave jewellery in the bathroom. Our bathrooms are very humid and cause jewellery to oxidize faster than you can say “speedy Gonzales”.
❃ Never leave jewellery on the counter top exposed to the sun and dust. I’ve had jewellery literally turn black after some time in the sun on my countertop so I’ve learnt my lesson well.
❃ Never swim with jewellery.
Check out our JEWELERY CARE GUIDE for more information on care and cleaning.
HEART Rewards
How do I join the HEART Loyalty Rewards program?
It is simple and free for all customers. To join our loyalty club and earns HEART point for every $ spent, please visit the following page. We are so excited to have you in the JL Heart community!
How can I earn HEART points?
There are many ways you can earn HEART points. From making a purchase for your favourite JL Heart jewellery to following us on social, you’ll see your points chalk up in no time.
How do I redeem the points?
Once you have accumulated the requisite number of HEART points, you can redeem them to get a unique discount code that will be emailed to you. Do check your SPAM folder if you don’t see the email with the code.
Simply key in the code to get a $ discount off your next order! Do note that only one code can be used for any order at one time.
Click here to start redeeming.
What are the other benefits for HEART Rewards members?
We are thankful for your support in joining an intimate community that appreciates great jewellery and a good laugh!
Our team is building up new exciting programs to bring you more interesting experiences to you that may include secret invitations to offline event. Do join the club and stay tuned!
How come I don’t see my Birthday Rewards points in my account yet?
Your Birthday Rewards of 200 points will only be credited into your account on your actual birthdate itself. Also, you need to have keyed in your birthdate at least 30 days before your actual birthday for the system to award the Birthday Rewards to you.
Can't find what you're looking for?
We’re happy to help. Please send an email to us at custcare@jlheartonline.com. We will respond within 1-2 working days.
I am interested in working on a collaboration with JL Heart. Can I contact you?
Yes please! Please email us at enquiry@jlheartonline.com