Q: How do I clean my jewellery?

Gold Jewellery Overtime, gold jewellery has the tendency to dull in colour. To keep them looking pristine, scrub them lightly with a toothbrush and warm water. For 916 and 999 gold jewellery pieces, we recommend not wearing them to bed. Due to the high gold content, they are more malleable and can be bent out of shape. Diamond Jewellery While diamonds are the hardest substance on earth, they still require care and attention. Handle them carefully by storing it away from other jewellery, as they have the potential to get scratched. To clean them, you can soak the diamond in warm water with a few drops of gentle soap liquid before brushing it with a soft toothbrush. Gemstones Often bought for their beautiful colours and shine, gemstones can also collect residue overtime and dull in colour. Similar to diamonds, one can clean them by using a soft toothbrush and warm water with a few drops of soap. For more information on taking care of your jewellery, you may refer to our jewellery care guide .

Question 1

Do I need an account to shop?

Accepted Answer

You need to have an account with us to place an order.

Creating an account is an easy process! You may sign up over here.

Question 2

I am having trouble logging into my SK Jewellery account.

Accepted Answer

When there is trouble logging into your SK account, it could be one out of these few reasons:

Invalid Account Username

You may have forgotten your account username or email which was used to sign-up.

Remember, even if you have purchased at our retail stores before, you will still need to sign-up for a new account on our e-shop.

Invalid Password

You may have forgotten your password which was used to sign-up. You may retrieve your lost password at this link: https://www.skjewellery.com/my-account/lost-password/

Temporary DNS Block

This happens when you try to login to your account unsuccessfully more than 5 times.

In this situation, please contact us via our LiveChat to verify the situation, and have the restrictions lifted.

Question 3

Is my account at e-store and retail store linked?

Accepted Answer

Unfortunately not, we are still working on that! Hence, if you have purchased from our retail store but not at our e-store before, you will still be required to create a new account at our e-shop.

That being said, all transactions on e-store and retail will still be logged under your name, qualifying for our SK Diamond Club program.

Question 4

What is the newsletter subscription coupon?

Accepted Answer

As a thank you for subscribing to our email newsletter, we offer a $10 off coupon for your first online purchase. This coupon is applicable with a minimum spend of $150 on your first purchase.

To receive this coupon, just subscribe to our newsletter via our pop-up or the embedded section in our footer.

Question 5

Does SK Jewellery have any promotions on its gold jewellery?

Accepted Answer

Yes, we are currently offering 10% off on the workmanship fee of our 916 gold and 999 gold products.

This discount only applies to labour-priced products, which is already reflected in its sale price. We may also remove this discount as and when promotional mechanics in our store changes.

Question 6

Why am I unable to use my discount?

Accepted Answer

There are a few possible reasons why your discount could be invalid:

– The code has expired

Check the expiry date of the code, as most of them run for a limited period of time.

– Product Exclusions

Discounts may not applicable with items that are already on an existing promotion.

– Did you apply the promo code in the correct field?

Promo codes should be applied to the “Promo Code” field at cart or checkout. Gift Card codes should be applied at the “Gift Card” field.

– Has the promo code already been redeemed?

Some promo codes may have restrictions on the number of times it can be used.

Question 7

Does SK Jewellery have any guarantee for its products?

Accepted Answer

We do not offer a warranty for our products. However, when it comes to quality and assurance, you can be sure we stand by our jewellery pieces.

We work with top manufacturers to create high quality jewellery pieces that are made to last. We are confident in the quality of our products, and should your item have any damage (e.g. tarnishing, loose gemstones) within a reasonable time frame, we will repair or send you a replacement for free.

Question 8

What should I do if my jewellery is defective?

Accepted Answer

First of all, we would like to extend our apologies for the disappointment and frustration caused. If you discover that your jewellery piece purchased is defective, please contact our customer service consultants on our Live Chat or at ecommerce@skjewellery.com. We will assess each case carefully and return to you as soon as we can.

To make the process smooth, please send your order number and a photo or video of the defective piece.

Question 9

How do I take care of my jewellery?

Accepted Answer

To keep your jewellery pieces ever brilliant and shiny, it is important to know what to avoid and how to care for your precious metals, diamonds, and gemstones.

Remove jewellery during tasks: When performing manual tasks, remove your jewellery to prevent physical damage or exposure to chemicals/cleaning fluids. Some tasks that should be avoided when wearing jewellery include kitchen work, gardening, cleaning the house and other common tasks.

Avoid contact with chemical agents: Putting jewellery on after applying these chemical agents will expose the jewellery to potential damages. Just to name a few, chemical agents include cosmetics, hairspray, perfumes, lotion, hair perming and colouring agents, bleach, detergent, shampoo and other cleaning agents.

Don’t wear jewellery in swimming pools and spas: Chlorinated water can react with the metals found in jewellery causing colour changes and even structural damage. As a result, it is a good idea to remove jewellery before entering the pool or spa.

Sports and jewellery don’t mix: Hard blows during sports can damage jewellery. All jewellery should be removed before play begins to avoid accidental damage. Delicate omega and snake chains should not be worn while sleeping.

Remove your jewellery before bath: Remove all jewellery before taking a shower. Soap can cause a film to form, making the jewellery appear dull and dingy. By preventing the formation of this film, you immediately reduce the occasions of servicing.

Question 10

How do I clean my jewellery?

Accepted Answer

Gold Jewellery

Overtime, gold jewellery has the tendency to dull in colour. To keep them looking pristine, scrub them lightly with a toothbrush and warm water. For 916 and 999 gold jewellery pieces, we recommend not wearing them to bed. Due to the high gold content, they are more malleable and can be bent out of shape.

Diamond Jewellery

While diamonds are the hardest substance on earth, they still require care and attention. Handle them carefully by storing it away from other jewellery, as they have the potential to get scratched. To clean them, you can soak the diamond in warm water with a few drops of gentle soap liquid before brushing it with a soft toothbrush.

Gemstones

Often bought for their beautiful colours and shine, gemstones can also collect residue overtime and dull in colour. Similar to diamonds, one can clean them by using a soft toothbrush and warm water with a few drops of soap.

For more information on taking care of your jewellery, you may refer to our jewellery care guide.

Question 11

How should I store my jewellery pieces?

Accepted Answer

Keep your jewellery secure: Store your jewellery in a container and prevent it from moving around. While fabric-lined jewellery boxes are ideal, this can be as simple as using a shoebox and pieces of fabric.

Use anti-tarnish strips: Jewellery may tarnish even when they are not worn, especially silver and gold products. To maintain the lustre of your jewellery, place silver anti-tarnish strips in your storage container to help absorb the oxidants that discolour and tarnish jewellery.

Invest in travel cases: Travelling can be tough on jewellery, so it is wise to use a travel case to protect your favourite pieces. Traditionally made of fabric or leather, a jewellery travel case can carry jewellery of all types and fits easily into most suitcases or makeup cases. A case like this will be a good investment to protect your jewellery on the road.

Question 12

Do you buy back gold?

Accepted Answer

We wish to share that we do not buy-back gold products. However, we do offer gold trade-in if you are keen to upgrade your gold products.

We accept 916 and 999 gold jewellery purchased from SK Jewellery and other brands as well. However, only SK Jewellery gold products are eligible for 100% full retention of the gold value with certain terms and conditions.

To initiate a gold trade-in, kindly bring along the product and its original invoice to any of our retail stores. Do note that workmanship fees will not be taken into account during gold trade-in.

Question 13

What is your diamond trade-in program?

Accepted Answer

The bigger the carat, the bigger the shine! SK Jewellery is happy to offer a diamond trade-in for customers to upgrade to a bigger carat size. To do so, please bring your diamond jewellery purchase along with its original invoice to any of our retail stores for assistance.

Do note that only diamond jewellery above a purchase value of $500 are eligible for trade-in and only within a time period of 2 years. This trade-in validity period varies by product collection as well.

Please be informed that diamond trade-in is not applicable for wedding band purchases, and diamond jewellery purchased outside of SK Jewellery.

Question 14

Your item is out of stock. When will it restock?

Accepted Answer

We understand that you would like to know when a particular design will be restocked.

There are two possible reasons why an item may be out of stock:

1. The item may still be available in our retail stores, and we can make arrangements to replenish our online inventory. In this case, we recommend that you contact our customer service team or check back on our website regularly for updates on the availability of the item.

2. The item may be discontinued as a design. Unfortunately, we would not be restocking this item in this case, and we recommend that you consider exploring other products available on the website.

We strive to provide the best customer service possible and appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team for more assistance.

Question 15

Is your retail merchandise the same as your online store?

Accepted Answer

Aside from our online exclusive collections, designs on our e-shop are also available at our retail stores, though stock availability may differ store by store. Stocks may differ in size, length, weight and consequently price as well.

If there is a specific piece you would like to view, you may write in to book an appointment with us and we can better arrange the piece for your viewing.

To fully immerse yourself in the SK Jewellery experience, we encourage you to visit our retail stores.

Question 16

How do I know my ring size?

Accepted Answer

For the most accurate measurement, you may proceed down to any of our SK Jewellery outlets. Our friendly retail staff will assist you in getting your ring size measured professionally.

Alternatively, you may measure your ring size on your own using our ring size chart as a reference.

Do note that our ring sizes are denoted in Hong Kong sizes.

Question 17

How do I measure the right bracelet length for me?

Accepted Answer

To measure your bracelet length, you can use a soft measuring tape to measure just above your wrist bone and add approximately 1 to 2 cm to your wrist circumference.

Most of our chain bracelets are adjustable, and can be hooked tighter to make the bracelet more snug around your wrists.

Question 18

How do I measure the right bangle size for me?

Accepted Answer

Our bangles are listed in the size of wrist diameter. For bangles that come with a clasp, you may find your appropriate bangle size by measuring across your wrist with a ruler.

For bangles that cannot be opened or closed, please measure across your knuckles while touching all five fingertips together.

Question 19

What is the recommended necklace chain length for me?

Accepted Answer

When it comes to jewellery chains, the recommended length varies from person to person. However, we found out that the most appropriate necklace chain length is 40 – 42 centimetres, which allows for the pendant to gently sit above one’s neckline in a pleasing v-shape. For men, we would recommend a chain length of approximately 45 centimetres or more.

If you would like to measure your own recommended chain length, you can measure your neck size using a soft measuring tape. With that measurement, add about 5 to 10 cm for a recommended chain length.

You can also opt to choose for a longer necklace chain. We offer a wide variety of chain lengths, from 35 cm up to 70 cm. Ultimately, this depends on your personal preference and dressing style, and this also allows you to layer different necklaces of different length together.

If you require a longer necklace chain, SK Jewellery also offers a range of chains from 45cm to 60cm.

Question 20

I like your design, but it does not have my ring/wrist/neck size.

Accepted Answer

Thank you for your interest in our designs. We apologise for the inconvenience caused by the unavailability of our sizes. We understand finding the right fit is important, and we would like to help in any way we can.

If your desired size is not available, kindly drop us a message via Live Chat, or email our customer service team. We will do our best to assist you in finding a solution, be it finding an appropriate item of the right size for you or suggesting a comparable design that would meet your preferences.

Question 21

Is jewellery from SK Jewellery sourced ethically?

Accepted Answer

All diamonds, gemstones, and gold used in our jewellery have been purchased from legitimate sources. They are not involved in funding conflicts, and are in compliance with the United Nations Resolutions. We ensure that no conflict diamonds will be knowingly sold.

In order to ensure our diamonds are conflict free, we have signed agreements with our suppliers, who comply with the relevant regulations such as Best Practice Principles (BPP) of De Beers, Responsible Jewellery Council (RJC), World Diamond Council (WDC) and World Jewellery Confederation (CIBJO).

Question 22

What are SK Jewellery’s efforts to contribute towards a sustainable future?

Accepted Answer

Our approach to sustainability comprises 3 pillars – our people, our planet, and our products.

Our People

Our people are crucial to our progress and growth, and we recognise the importance of continuously investing in our employees. When one joins SK Jewellery, they automatically become part of our family, and within our family, we ensure that we nurture, grow, and develop each individual. At any level, be it as a junior staff or executive, every SK member will be part of a dedicated training programme tailored to hone their skills and expertise.

Our Planet

Our environment is a huge factor, and we believe in preparing it to be ready for the generations to come. On energy consumption, most of our energy consumed is from purchased grid electricity. We target to maintain or reduce energy intensity on an annual basis, and employ technology in doing so. At our headquarters, we collaborate with advanced technology cooling vendors which cuts energy consumption by up to 40%.

With the pandemic and the surge in online orders, we focused our attention to enhancing the sustainability of our online operations. We work closely with shipping vendors which are sustainable – our shipping methods are certified carbon neutral. We also employ recycled materials in our packaging, and continuously source for ways to make our business a greener one.

Our Products

From clean processes to responsible sourcing, we want you to have that jewellery peace of mind. As a proponent of technology, we are the pioneers in embracing sustainably created diamonds – created at no price of the natural face of our earth. SK jewellery stands as the first Asia Pacific chain retailer to introduce lab grown diamonds, termed our Star Carat Collection. In 2021, we released our patented 101 facet lab grown diamond collection termed the AllStar Collection.

Question 23

I am a brand looking to collaborate. How can I reach you?

Accepted Answer

We are open to collaborations, and would love to hear from you! You may reach out to us at enquiry@skjewellery.com with the details.

Question 24

Do other websites or stores sell authentic and brand new SK Jewellery merchandise?

Accepted Answer

At SK Jewellery, we sell our merchandise exclusively via our own branded channels. This is done mainly through our physical stores and online website (www.skjewellery.com). We are also available on third party platforms Shopee Mall (skjewellery_official), LazMall (SK Jewellery) and TikTok Shop (SK Jewellery Pte Ltd).

Buyers should be wary of purported SK Jewellery merchandise sold through unauthorised channels.

Question 25

How does SK Jewellery ensure their products are authentic?

Accepted Answer

Whenever you buy merchandise from SK Jewellery, it will come with a corresponding official receipt stating the price of the item alongside other identifying details, unless specifically requested. Our 999 Pure Gold jewellery also bear a brand hallmark stamped discreetly on the product.

Question 26

What are gold prices like at SK Jewellery?

Accepted Answer

Gold prices at SK Jewellery are determined based on prevailing market rates and the quality of gold used in our products. Our commitment to transparency and ethical sourcing ensures our prices reflect the craftsmanship, detail, and quality that go into every piece. We endeavour to offer a range of products catering to various budgets, all while upholding the standards of excellence that SK Jewellery is known for.

Check out our guide to gold jewellery for more information.

Question 27

How much discount can you get at SK Jewellery?

Accepted Answer

At SK Jewellery, we value our customers and strive to make fine jewellery more accessible. While the extent of the discount may vary based on promotions, seasons, and specific pieces, we do offer special deals and discounts across our range of products.

For the most accurate and up-to-date information on ongoing promotions and discounts, we recommend checking our website or visiting our news page.

Question 28

Do you offer resizing?

Accepted Answer

We offer resizing services for select SK Jewellery diamond engagement rings and wedding bands.

Newly purchased rings are eligible for complimentary resizing by up to 3 sizes If you would like to resize your ring, please bring your ring and proof of purchase down to any of our retail stores for advice. Our retail consultants will be able to advise you from there. Our current resizing policy is up to 30 days from the date of purchase.

However, do note that depending on the design of the ring, the scope for resizing may be limited. E.g. We are unable to resize eternity diamond rings, as the setting of the side diamonds will be affected. Partial eternity rings are in general eligible for resize by +/- 1 size. In addition, our complimentary resizing policy only applies to non-promotional wedding bands. For wedding bands purchased at a promotion (e.g. 1 for 1), additional charges would apply to resizing.

Question 29

Do you provide cleaning services?

Accepted Answer

Yes! Most certainly. All SK Jewellery pieces come with complimentary lifelong cleaning services. You may bring your jewellery along with its purchase invoice down to any of our retail outlets, and our retail staff will assist you accordingly.

Question 30

Do you offer polishing or restoration services?

Accepted Answer

To enhance the lustre and shine of jewellery, we also provide in-depth cleaning and polishing to help remove fine scratches. Kindly bring your jewellery to any of our retail outlets, and our consultants will advise and assist you accordingly.

Polishing services are chargeable from $30 and more.

Question 31

Do you provide engraving services?

Accepted Answer

We offer engraving services for our engagement rings and wedding bands. Aside from this, we also offer engraving services on a selected group of products including gold bars, bracelets, and wedding bands. Kindly head down to our retail stores to find out more information.

If you would like engraving with an online purchase of an engagement ring or wedding band, kindly reach out to us via Live Chat before placing the order, so that we can better advise on the character conditions and additional costs where applicable.

Question 32

Are ear piercing services available?

Accepted Answer

We offer ear piercing services at $98 for a pair of 10K Gold ear piercing studs, and $198 for a pair of 18K Gold ear piercing studs.

Together with your ear piercing consultation, you will also receive an additional $20 voucher, that can be used to redeem on another pair of earrings with our brand. This $20 voucher will be redeemable up to 30 days, from the date of ear piercing.

Question 33

My jewellery piece is damaged. Can I have it repaired?

Accepted Answer

Kindly bring your damaged jewellery down to any of our retail stores. Our consultants will do an in-depth examination of the damage and advise you accordingly.

Do note repair services are subject to the type of jewellery. For instance, 999 gold jewellery when bent has limited scope to be restored to its original shape. For such cases, gold trade-in may be considered instead.

Question 34

Does SK Jewellery offer customised jewellery?

Accepted Answer

Yes! We do offer a range of customised gifting pieces which can be purchased on our website. This includes:

-Customised Gold Bar
-Personalised Name Necklace
-Personalised Charms Necklace

If you do have any specific customisation needs on your diamond rings or wedding bands, kindly reach out to us on our LiveChat, or head down to any retail stores for more information.

Question 35

What delivery options does SK Jewellery have?

Accepted Answer

At SK Jewellery, we offer standard shipping, express delivery, and in-store collection.

Local delivery shipping within Singapore is offered free of charge for all online orders above $100. Currently, standard shipping promises a fulfilment time of about 5 – 7 working days from the actual order date. For orders below $100, it will be chargeable at an additional cost of $5.

If you require your gold, silver or diamond jewellery more urgently, we also have express delivery available at an additional charge of $30. We will expedite the order processing for the item, and ensure a lead time of approximately 1 – 3 working days from the actual order date. Please place your orders with this timeframe in mind, especially when seeking last-minute gift deliveries; at the moment, SK Jewellery does not provide same or next-day deliveries.

Finally, we also offer the option of in-store collection. SK Jewellery has over 30 outlets in Singapore, and you may choose to collect your purchase at any store of your choosing. In-store collections follow the same lead time as standard shipping, and will be available for your collection within 5 – 7 working days.

Kindly note that the fulfilment periods shared above exclude weekends and public holidays.

Question 36

Can I purchase online and collect my item immediately at your stores?

Accepted Answer

We apologise for the disappointment, but we do not have this option available. All online orders have to be processed at our headquarters, before they are shipped to our customer’s doorstep or sent down to a specified store.

If you do require your jewellery piece urgently, we would suggest going down to our retail stores to make an immediate purchase directly. If you would like an update on matters of stock availability, you may reach out to us via Live Chat for assistance.

Question 37

How do I track my order delivery?

Accepted Answer

Once your standard delivery order has been shipped, a shipping confirmation email will be sent to you. The email will include the estimated date of delivery, along with a tracking link and number for you to check on the status of the delivery.

For express orders, tracking details will not be available. Instead, you will receive a message on the day of delivery, and couriers will be notified to call prior to the delivery.

Question 38

What happens if I am not available to receive the order at my doorstep?

Accepted Answer

Please be assured that you will be notified prior to any delivery attempts. Due to security purposes, all orders must be delivered and received by hand. We do not recommend parcels to be placed at an unsecured location. SK Jewellery will not be liable for misplaced or lost parcels should you instruct our courier partner to leave your parcel at an unsecured location.

If you are certain that you are unable to receive the parcel on the delivery day, you may inform our courier partner to reschedule the delivery. There will be 2 complimentary redelivery attempts.

Uncollected parcels will be returned to our headquarters and may be chargeable for additional redelivery attempts. Please call us at 1800-SKJEWEL (1800-7553935) or send us an email at enquiry@skjewellery.com for assistance.

Question 39

How will I know if my order is ready for collection?

Accepted Answer

Once your order is scheduled to be sent to the store, we will send you a collection confirmation email. The email will include the date and timing your order will be available for collection by.

Your order will remain at the store for your collection after the date, and you may proceed down any time within store operating hours of 11:30AM to 9:00PM to collect your order.

Kindly show our retail staff the collection email for verification of your purchase during the collection.

Question 40

What can delay my order?

Accepted Answer

The most common reason would be high volumes of orders during peak/festive seasons. During gifting seasons such as Valentine’s Day and Mother’s Day, do look out for mentions of the latest date you must place your order by to receive your jewellery in time. Such dates will usually be published on the homepage via a banner or the topmost announcement bar.

We also conduct our annual stock audit at the end of the year, where order delays may be expected. Please be assured that notices will be made available on our website in advance.

Question 41

My order is delayed beyond the reasonable deadline. What can I do?

Accepted Answer

Sometimes, due to unforeseen circumstances, there may be delays in our order processing or with the actual shipment of the product. Please be assured that these only happen on rare occasions, and we strive to do our best to adhere to our promised lead times.

If you have not received your order by the estimated date, do drop us an email at or contact us via Live Chat. We will prioritise your request and tend to you with immediate urgency.

Question 42

Do you ship overseas?

Accepted Answer

International deliveries are now possible for select countries! These include:

Australia, Canada, Hong Kong, Indonesia, New Zealand, The Philippines, Thailand, United Kingdom, United States, and Vietnam.

International delivery fees range from $60 to $100, differing country by country. Additional fees may be required to ship multiple and/or bulky items such as figurines, which will affect the volumetric weight of the parcel. Our processing team will check in with you again via email if such top-ups are required.

Once shipped, your international order should reach you within 5 to 7 working days.

Question 43

Does my item include taxes and import duties?

Accepted Answer

Please note that SK Jewellery does not bear any of the additional duties charged for importing jewellery items overseas for international orders. These will have to be borne by the customer.

If you reside in Malaysia or wish to have your item delivered to Malaysia, you may also purchase from our Malaysia e-shop at www.skjewellery.com.my.

Question 44

What are customs duties?

Accepted Answer

When your ordered goods such as diamond jewellery or gold bars are shipped overseas from Singapore, SK Jewellery has to abide by the local authorities’ charges. The amount charged depends on the destination’s jurisdiction, as well as the value of the goods being imported.

Sales Tax – known as VAT or GST depending on where you live, is a tax charged on the supply of goods and services. Depending on your country, sales tax may also be charged on top of the custom duties involved.

We will not bear any of the additional duties charged for importing jewellery items overseas for international purchases.

If you are purchasing and delivering in Singapore, this section would not apply to you.

Question 45

What can I do about incorrect/missing items?

Accepted Answer

If you receive your order and find that an item is missing or incorrect, we sincerely apologise for any inconvenience caused. Kindly contact us as soon as possible via Live Chat or email. Please include your order ID in the correspondence for faster resolution. Our customer service team will address the issue promptly and ensure that the correct item is sent to you or the missing item is fulfilled at no additional cost.

Question 46

How can I change my delivery information?

Accepted Answer

If you need to change your delivery address or contact information after your order has been placed, please get in touch with us immediately. Please note that we can only make changes to your order if it has not yet been shipped. Once your order has been dispatched, we are unfortunately unable to make any changes to the delivery information.

Question 47

How do I cancel my order from SK Jewellery?

Accepted Answer

At SK Jewellery, all online orders are considered final once they have been placed, and we do not provide an option to cancel an order. We understand that this might not provide the flexibility you’re used to, but we have this policy to ensure all our orders are processed accurately and efficiently.

However, we do offer the option for exchanges under our Returns & Exchange policy if you’ve changed your mind about a product you originally wanted.

Question 48

How do I know if my order is confirmed?

Accepted Answer

Upon placing an order successfully, you should receive a payment receipt from your bank as well as a separate SK Jewellery order confirmation email. Alternatively, if you have registered an account, your order will be reflected as ‘Processing’.

If you’re unsure or did not receive any confirmation email, please write in to us at enquiry@skjewellery.com.

Question 49

Can I amend my order after purchase?

Accepted Answer

If you need to amend your order after an online purchase, be it modifying the shipping details or changing to another item, kindly liaise with our Live Chat agents. We will do our best to edit your order accordingly.

However, do note that we only allow amendments while the order is still processing. Once the order has been shipped out, we are unable to assist with any further amendments.

Do note that changes to orders may result in shipping delays.

Question 50

I forgotten to apply a voucher code. Can I get a partial refund?

Accepted Answer

Discount codes can’t be applied to an order that’s already been made!

Reimbursements won’t be provided if the code wasn’t applied. But you can always save it for your next purchase with us, as long as you fulfil the terms and conditions of the discount!

Question 51

Can I cancel my order or request for a refund after it has been placed?

Accepted Answer

All online orders are considered final and non-cancellable, and we are unable to provide a refund.

However, you may instead opt for an exchange as detailed under our Returns & Exchange policy.

Question 52

What is included in an SK Jewellery online purchase?

Accepted Answer

Your online purchase will come packed with an SK Jewellery paper bag, receipt holder and official receipt.

Kindly note that the official receipt is required for any future follow-up services, such as trade-ins, exchanges and cleaning. Reprints of an official receipt, if required, will come at a fee.

In cases of gifts where you would prefer for the receipt to be excluded from the package, we can make arrangements for it and mail it to the billing address instead. If you would like this to be done for your order, kindly reach out to us via Live Chat, and our agents will assist you with it accordingly.

Question 53

What payment methods do you accept?

Accepted Answer

We accept payment via Visa, Mastercard, JCB and American Express.

If you prefer to split your bills, installment options are available as well.

For online purchases through our eStore, installments are available via:
Any locally-issued credit or debit card via Atome (3 months) and Grab Paylater (4 months, 8 months, or 12 months). You may select your preferred payment method during checkout.

At our retail stores, installments are available via:
Any locally-issued credit or debit card via Atome (3 months), or major local credit cards (6 or 12 months) with Visa, Mastercard or JCB. We also offer Grab Paylater at selected stores at Serangoon Nex, Plaza Singapura, Vivo City and ION Orchard.

Do take note that current legislated Goods and Service Tax (GST) applies.

Question 54

What is Atome Installment?

Accepted Answer

Atome is a payment gateway that supports 3-monthly installment payments with no interest and no hidden fees. You are required to be at least 18 years old with a valid local mobile number and email address. To activate your Atome account, you will be required to share your local identification number, local address and any locally-issued credit or debit card details.

Do note that the credit limit for every individual may differ.

For more details about registration, kindly refer to the requirements detailed here or contact Atome for more information.

Question 55

What is Grab PayLater Installment?

Accepted Answer

Grab PayLater is an installment plan done through GrabPay, which splits the bill into 4-monthly installment payments with no interest and no hidden fees.

To be eligible for Grab PayLater, you are required to be:
– A Grab user for at least 6 months
– Aged 18 years and above
– With a Grab account that has been fully verified
– A Platinum, Gold, or Silver GrabRewards tier member
– Have a Grab app that has been updated to the latest version

Do note that the credit limit for every individual may differ.

For more details about registration, kindly refer to the requirements detailed here or contact Grab for more information.

Question 56

I have issues using GrabPay/Atome/Shopback:

Accepted Answer

If you are unable to makepayment via the associated payment platforms, this may be due to a number of reasons such as an outstanding payment, or exceeding your transaction limits.

For more help, kindly refer to relevant help centers:

Grab:
https://help.grab.com/passenger/en-sg/

Atome:
https://help.atome.sg/hc/en-gb/articles/

Shopback:
https://support.shopback.sg/hc/en-gb/articles/6146708109459-Understand-and-manage-PayLater-instalments

If you have a payment issue regarding the use of VISA/Mastercard/JCB on our platform, reach out to us via Live Chat or email.

Question 57

Is my personal information secured when I make payment?

Accepted Answer

We have taken measures to guarantee all confidential information is secure and safe through the implementation of the latest SSL encryption. We maintain the utmost respect for your personal information and assure you that we will never sell it to a third party.

We also take fraud very seriously so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

Question 58

How can I be sure that my personal particulars are protected?

Accepted Answer

At SK Jewellery, we want to make your shopping experience easy and comfortable, we have taken measures to guarantee all orders you place with us are secure and safe. We maintain the utmost respect for your personal information and guarantee that it will never be released to a third party, unless required to fulfill your order. Once your order is shipped it is securely insured from our door to yours.

Question 59

What can I do if the payment for my order is declined?

Accepted Answer

Check the card details to make sure the information is correct, e.g. the expiry date, card type or your billing address. Make sure you enter the security code (CVV) correctly. Otherwise, your card issuer may have declined your payment. Please check with your card issuer for more information or try paying with another card.

If you have tried all these and are still having problems, contact our Customer Care Team via Live Chat or email with as many details as you can about the issue – including any error messages you receive and we’ll try to resolve it as soon as we can.

Question 60

What is your Return & Exchange Policy?

Accepted Answer

We want you to be satisfied with your order, and our following policy sets out our procedures for change of mind after purchase.

Please be informed that we do not offer return and cash refund in any part or in full for items purchased.

To provide peace of mind for online jewelry purchases, we allow a one-time exchange to another item within 7 days of receiving your purchase. You can exchange for an item of equal or greater value. If you choose an item of greater value, you will need to pay the price difference online or in-store.

Exchanges are limited to similar products to what was originally purchased. Specifically:

– Yellow gold jewelry can only be exchanged for yellow gold jewelry.
– White gold jewelry can only be exchanged for white gold jewelry.

Yellow gold jewelry is defined as anything made of 916 or 999 gold. White gold jewelry is defined as all other types of gold jewelry.

We do not allow exchanges for vouchers or gift cards. Shipping fees will not be refunded.

To be eligible for an exchange, your item must be unused, undamaged, and in its original condition with all tags and packaging intact. SK Jewellery reserves the right to reject any exchange request if these conditions are not met.

Purchases made in-store may or may not be eligible for exchange, depending on the terms of the invoice. Our retail staff will clarify the conditions during the purchase and indicate them accordingly.

Question 61

Are all online purchases eligible for exchange?

Accepted Answer

Yes, all online purchases are eligible for an exchange, with the exception of:

– Sponsorship products including giveaway items
– Custom, personalized or engraved products including custom gold bars, name necklaces, engraved gold bars and more. All custom-made rings will also not be eligible for exchange.

Question 62

What is the process of an exchange?

Accepted Answer

If you would like to make an exchange to another item, you may email us at ecommerce@skjewellery.com or engage us via Live Chat. We will then advise accordingly if the exchange is possible, based on the purchase and the item’s condition.

Upon approval of a valid exchange, our customer sales representatives will contact you to bring your items to a retail store for exchange. Purchased items can only be returned in the country where it was originally purchased.

Question 63

What should I do if I receive a damaged product?

Accepted Answer

If a package or item delivered to you arrives damaged, please refuse the shipment or collection. You may contact us through Live Chat, email us at ecommerce@skjewellery.com or call us at 1800-SKJEWEL (1800-7553935). Our customer service team will assist you.

If you have already accepted the delivery, please retain all relevant packaging materials together with the product in its original condition. Kindly reach out to us with a photograph or video showing the defect of the item. We will assist and advice on the next steps accordingly.

Claims for damaged or missing items should be reported within 3 days of receipt of your order.

In the event the product is not damaged, we may at our discretion decide not to replace, repair or refund you for the product and/or require you to pay all reasonable delivery and servicing costs.

Question 64

How do I exchange items purchased from another platform?

Accepted Answer

If you would like to request an exchange for a purchase made on other platforms outside of www.skjewellery.com, you will need to initiate a request via the relevant app or website. I.e. please request an exchange of a Shopee order via Shopee Chat, and a Lazada order through Lazada.

Returns and refunds will need to be processed internally by the marketplace team, subject to their own policies.

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