Frequently Asked Questions
Q What if I forgot my account password? A
If you've forgotten your account password or are receiving the message 'Username and password do not match' when you try to log in to your account, you may reset your password here
Q Do I need to register an account to place an order? A Yes, you have to register an account in order to place an online order on Goldheart Online boutique.
Q What is the delivery charge and schedule within Singapore? A
Delivery charges are applicable for items purchase. Delivery will be made within 3-5 business days (Mondays to Fridays excluding Public Holidays), upon order confirmation. Express delivery service within 2 business days is available at additional charges.
You will receive an email notification once your order is ready for delivery. Parcels will require a signature upon delivery.
Q My order has not arrived as expected. What should I do? A
If your item has not arrived as expected, please contact us at email@example.com. We will check with the delivery services and advise you accordingly.
Q Will I be charged customs and import charges? A
A 7% Goods and Services Tax (GST), pursuant to the prevailing rates, will be levied on items purchased and delivered within Singapore, as per legal regulations in Singapore.
For items to be delivered outside Singapore, Goldheart will process charges, in accordance with the legal regulations of the country where the items are delivered to. This would include any prevailing sales or import taxes, if applicable. The customer will be fully liable for any such taxes and or duties due.
Q Which countries does Goldheart ship to, other than Singapore? A
Goldheart ships to Australia, Canada, Hong Kong, Indonesia, Malaysia, Philippines, United States and Vietnam other than Singapore.
International orders will be processes within 4 business days (Mondays to Fridays excluding Public Holidays), upon order confirmation via email.
Q What payment methods does Goldheart Online boutique accept and is it safe to use my credit card online? A
All major credit cards are accepted and processed via PayPal, a secure online payment gateway. Goldheart Online boutique is secured with SSL security. Goldheart does not store any credit card details.
Q The item I want is out of stock. Will there be a restocked? A
Please send your request to firstname.lastname@example.org.
Q What if the ring size that I want is not available? A
If the ring size you want is not available, click ‘Size Enquiry’ button on the Product Page and complete the form. A Customer Service Representative will contact you.
Q What if the ring that I ordered does not fit? A
We provide a one-time complimentary ring resizing for rings purchased at Goldheart Online boutique. Please bring your ring and the original sales invoice to one of Goldheart Retail boutiques. Please note that some rings may not be suitable for resizing or may have other restrictions on the extent for alteration. This service is only available in Singapore.
Q Can I choose the currency for my order? A
All orders made will be charged in Singapore Dollars. You may choose the available currency at the top of the website for your reference. The final exchange rate is dependent on your credit card issuer.
Q Can I change or amend my order once it has been placed? A
You cannot change or amend your order once it has been placed and paid for.
Q Is the parcel insured? A
Goldheart insures all jewellery during the time the parcel is in-transit till it is delivered to you. Parcels will require a signature upon delivery or collection at which point the risk of lost of the jewellery will then be passed to you. In the event the recipient or collector is not the original purchaser, for example a gift delivery, you agree that the recipient's signature shall constitute evidence of delivery and fulfillment of your order, as well as the passing of risk.
Q What is your return policy for online purchases made in Singapore and online purchases made outside Singapore? A
Please note that there is strictly no return and no refund on orders made on Goldheart Online boutique.
Q What is your exchange policy? A
In the event you change your mind of item you purchased, you can exchange it for other items equivalent or lesser value at any of our Goldheart Retail boutiques within 10 days upon receiving your items. Should the exchange item be of a higher value, you will be required to top up the difference.
Exchanged items must be in its original condition, unused and not damaged in any way. All tags and original packing must also be fully intact. Goldheart reserves the right to reject, at its sole and absolute discretion, any exchange request, if these conditions are not met.
There will be no cash refunds in any part or in full. For orders delivered outside Singapore, please email to email@example.com for exchange procedures.
Q I have received a damaged item via delivery. What should I do? A
In the unlikely event that you have received a damaged item, please contact Goldheart immediately at firstname.lastname@example.org.
Please note that Goldheart will have taken photographs of all items prior to shipping. This is in an effort to avoid potential dispute as to when or how damage has occurred. Likewise, please take photographs of the alleged damage immediately. This should be attached in your email to us reporting the damage.
Upon receipt of your email, and verification that the item received is in damaged condition, Goldheart will advise you on the return procedure to the nearest Goldheart Retail boutique.
For overseas purchases, Goldheart will advise on the return procedure. Should the exchange item be of a higher value, you will be required to top up the difference.
All tags and original packing must be fully intact. Goldheart reserves the right to reject, at its sole and absolute discretion, any exchange request, if these conditions are not met.
There will be no cash refunds in any part or in full.
Q When will Privilege Dollars be credited to my account? A
Privilege Dollars will be credited within 7 days business days after the online transactions are completed.
Q How can I redeem my Privilege Dollars? A
You may redeem the Privilege Dollars at any of Goldheart Retail boutiques in Singapore.
Q How do I know which ring size to buy? A
The ring size stated on Goldheart Online boutique is based on Singapore ring size. Please click ‘Ring Size Guide’ <hyperlink> to view the ring size measurement and conversion chart.
Q I have just registered with Goldheart Jewelry, Is my personal information kept private? A
We are committed to respecting the privacy rights of our customers and all visitors to our website. We take this matter seriously and have instituted policies and procedures to safeguard your privacy.
When you create your account with us, or sign up with us for any events, promotions or other communications, you thereby agree that you have willingly and knowingly provided us with your personal information, i.e. name, address, and contact details, and that this information is true, accurate and complete. We hereby agree that we will not disclose or forward this information to other parties, except as necessary to facilitate delivery or shipment