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FAQs

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest every time.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.

1.6 Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2-4 working days, excluding weekends and public holidays. Time stated is based on Singapore Time (UTC/GMT +8hours).

2.2 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 7-14 working days and the Express courier is approximately 7-10 working days from the time of placing your order. This is applicable only to all deliveries. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 How can I track my delivery?

Once the order has been dispatched, you can request the tracking number. You may check and track the delivery status of your orders with our local logistics partner, with your 6-digit Order Number for all deliveries.

2.4 What are the shipping charges like?

Shipping is charged based on the product and country and send via insured shipping courier. For international deliveries, you may select your item and proceed to the check out page as charges are based on weight and volume. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration

2.5 Can I change my shipping address after my order has been confirmed?

Please note that we are only able to make changes to your order if it hasn’t been fulfilled yet. Please send us an email within 24 hours of placing your order if you want to change anything.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at [email protected] with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We do not provide exchanges for size or color. We do, however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

2.10 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at [email protected] if you have not received your parcel after 10 working days and we will assist you accordingly

2.11 Will there be an additional charge for redelivery?

There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.

2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us an email at [email protected] and we will assist you further.

2.13 I ordered 2+ items, but only received one… where’s my order?

We have a large assortment of products not stocked in the house when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way 🙂

What is your refund policy?

We offer a 100% Satisfaction Guarantee – which means we will refund your money if you are, for any reason, not satisfied with your order; just send them back any time within three months from placing the order.

We want to provide a risk-free shopping experience and trust our customers to not take advantage of us on this offer.

In the unlikely event that your order hasn’t arrived within 3-5 weeks (due to lost mail, etc.) please contact us and we will issue a refund or resend your order. Refunds & returns will not be processed after 90 days. Thanks for understanding!

Please keep in mind you are responsible for the return shipping cost.

In the event your package is damaged during shipping, let us know right away so we can file a claim with the carrier. We will either ship you a replacement or issue a refund after the claim is granted.

  1. If there is damage to an item upon delivery, contact our customer service immediately [email protected].
  2. Pack the item securely. Please provide your order number, name phone number, and email address.
  3. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
  4. For your protection, we recommend that you use a shipping method that provides insurance and tracking services from providers such as UPS, FedEx or Canada Post for your return. Ship the return package to the address indicated by our customer support.
  5. You can expect a refund within 30 days of our receiving your returned product. Refund will be credited to the same form of payment used in your original purchase.
    Please note that we do not accept returns if they arrive in any condition other than their original state or if they are past our 90-day return period. They will be sent back to you; if you reject that return shipment, Special Design Jewelry reserves the right to liquidate the inventory and withhold your credit. You are responsible for filing a claim with the courier if items are damaged during return shipping.

The free gift is based on the total of your order. If the value of your purchase drops below the required minimum after a return, we can’t treat you to a free gift. If you decide to keep the gift, we have to charge a reduced sum of $9.99.

Why some items are free and at the checkout, I still have to pay?

We offer “FREE” of charge on selected products. These products must be cleared from our warehouse. Most of them are in limited quantities. You will have to pay for shipping (can vary from 3.95$ to 6.00$ depending on the item weight and size) and for the handling part (can vary from 2.00$ to 4.00$). Since these are clearance items, they take some space in our warehouse and we pay people to handle them, same for shipping.

 

How do I contact you?

If you have any questions that are not on this FAQ page, please email us at [email protected] where we will promptly get back to you 🙂

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