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
As we commit ourselves to prioritise safety in light of the COVID-19 situation, we seek your understanding of the following preventive measures effective immediately and until further notice.
- The Click and Collect service is temporarily unavailable as our stores are now closed.
- Standard local delivery is expected to take 7-10 working days upon confirmation of order. Our customer service team will contact you if a delay in delivery is expected. Due to the strict lockdown restrictions in Singapore, we seek your kind understanding that certain items can only be delivered after the Circuit Breaker period.
- Standard local shipping fee costs SGD 20, and international shipping fee is chargeable from SGD 50 (Actual shipping fee for international orders will be reflected upon checkout. Recipient of the package might be charged customs duties and tax upon the arrival of the package at its destination country).
- Express shipping is temporarily unavailable.
- All shipments must be made to a physical address. Orders to PO Boxes will not be accepted.
If you have any questions, please reach our customer care team at firstname.lastname@example.org.
Q My order has not arrived as expected. What should I do? A
If your item(s) has not arrived as expected, kindly write in to us at email@example.com with your ORDER ID.
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
Aside from Singapore, Goldheart currently ships to: Australia, Canada, Hong Kong, Indonesia, Malaysia, Philippines, United States and Vietnam.
International orders will be processed 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 eboutique 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 restock? 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 our 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
If for any reason you are unsatisfied with your purchase, you may exchange it for something equivalent or lesser value at any of our Goldheart Retail boutiques within 10 days upon receiving your items. If the exchange item is of a higher value, kindly top up the difference.
Due to COVID-19, we won’t be able to process any returns at the moment. We regret any inconvenience on your end, and we will gladly receive you at our physical stores once they re-open. Any exchanges must be done within 10 days of re-opening. Thank you for bearing with us.
Kindly ensure your items are returned in a new and unused condition and in their original packaging in order for us to process.
There will be no cash refunds in any part or in full. For orders delivered outside Singapore, please drop us an email at 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 your item is damaged, please drop us an email at firstname.lastname@example.org with your Full Name, Receipt/Invoice Number, and photos of your item within 5 days upon receipt of your item. Kindly ensure the photos capture the item and the damage in a clear manner.
Our customer service team will contact you to acknowledge your request and advice on the return instructions.
Kindly ensure your items are returned in its original condition and packaging.
There will be no cash refunds in any part or in full.
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’ 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