FREQUENTLY ASKED QUESTIONS

  • Q: What if I forgot my account password?
  • A: If you've forgotten your account password of 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: - Standard local delivery is expected to take 4-7 working days upon confirmation of order. Our customer service team will contact you if a delay in delivery is expected.

    - Standard local shipping fee costs SGD 6.

    - 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 custcare@goldheart.com.


  • 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 custcare@goldheart.com with your ORDER ID.


  • Q: Will I be charged customs and import charges?
  • A: A 9% 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 custcare@goldheart.com.


  • 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.

    Jewelry Exchange policy Each sold item, except promotional item , is entitled to a one -time exchange within 10 days if it is in its original good condition, and is accompanied by the original receipt and certificate( where applicable). There will be no refund of difference if price of the new item is lower than the original item.

    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 custcare@goldheart.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 custcare@goldheart.com 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.
  • Purchasing Gift Cards

  • Q: How do I purchase Goldheart E-Gift Card(s)?
  • A:Goldheart E-Gift Card(s) can be purchased online via our e-Boutique only. You cannot use a Goldheart E-Gift Card to purchase Goldheart E-Gift Cards.


  • Q: Are there any fees associated with the Goldheart E-Gift Card? When is my credit card charged for my purchase?
  • A:No. You will only be charged the amount mentioned on the Goldheart E-Gift Card. Your credit card will be charged at the time of purchase.


  • Q: Can I choose the value of a Goldheart E-Gift Card I want to purchase? Can I change the value of a Goldheart E-Gift Card after I have paid for it?
  • A:Yes. You can purchase a Goldheart E-Gift Card of any amount above the minimum purchase amount of $50, with rounding difference to the nearest $50. The maximum purchase amount is $1,000. Unfortunately, the value of the Goldheart E-Gift Card cannot be changed once the purchase is made.


  • Q: Can I purchase a Goldheart E-Gift Card for myself? Can I purchase a Goldheart E-Gift Card to present to someone as a gift? Can I send two (or more) Goldheart E-Gift Cards to two (or more)?
  • A:Yes, definitely! Simply enter your email address in the recipient field. Upon completion of the purchase, the Goldheart E-Gift Card will be delivered to your email.
    Yes, definitely! Simply indicate their name and email in the recipient’s field. They will receive an email after the purchase. If you want to send separate Goldheart E-Gift Cards to different parties, purchase the Goldheart E-Gift Cards separately and indicate their name and email in the recipient's field. They will receive separate emails advising that you have sent them a Goldheart E-Gift Card. Checkout for multiple cards in one purchase is possible.


  • Q: Can I schedule the delivery date of the Goldheart E-Gift Card?
  • A:Yes, Goldheart E-Gift Cards purchased online can be sent out on a specific date. The default setting of the delivery date is the current date unless a different date is chosen. Once the purchase is complete, the delivery date cannot be changed.


  • Receiving & Redemption

  • Q: What exactly does the recipient receive when I send a Goldheart E-Gift Card?
  • A:The recipient receives an email which contains the Goldheart E-Gift Card design chosen during purchase, along with information such as the Goldheart E-Gift Card value, redemption code, and a personalized message.


  • Q: When would the Goldheart E-Gift Card I purchased online be sent to the recipient? Where can the Goldheart E-Gift Card be used? When do Goldheart E-Gift Cards expire?
  • A:The Goldheart E-Gift Card will be sent to the recipient on the date you chose at the time of purchase. Goldheart E-Gift Cards can only be used on e-Boutique only and are valid for 1 year from its purchase date.


  • Q: Can I add more value to a Goldheart E-Gift Card after purchase?
  • A:No. Once the purchase is complete, you cannot add more value to a Goldheart E-Gift Card.


  • Q: How can I redeem a Goldheart E-Gift Card?
  • A:Goldheart E-Gift Cards can be redeemed on our e-Boutique only. Ensure that you have your Goldheart E-Gift Card and code send to you via email. On the checkout page in the payment option section, enter your Goldheart E-Gift Card code given in email. Click apply and checkout. You will see the GoldHeart E-Gift Card amount deducted from your total order. If the GoldHeart E-Gift Card is not enough to pay for your entire order, you may pay for the remaining amount with another payment option.


  • Q: Can I make partial redemptions? Can I redeem multiple gift cards in a single online transaction?
  • A:No. The total amount on your Goldheart E-Gift Card will be deducted from the total order, you may then pay the remaining amount with another payment option. Also, you may not use more than one Goldheart E-Gift Card in a single transaction.


  • Returns & Credits

  • Once the payment is made, a Goldheart E-Gift Card purchase cannot be cancelled or refunded. Goldheart reserves the right to cancel orders made by unverified and or unconfirmed credit card accounts.


  • Security

  • We adhere to the best practices to ensure successful delivery of the Goldheart E-Gift Card via email. However, there is still a chance that the email will be treated as spam or the recipient will not notice it in their inbox. If a spam filter is blocking our emails from getting to an inbox, the recipient's email options will need to be modified so that our emails are not considered spam.
  • We will only send the Goldheart E-Gift Card to the recipient stated upon purchase. You will need to safeguard your Goldheart E-Gift Card as it has a cash value. The value of the Goldheart E-Gift Card is tied to the code given.
  • 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
  • Q: What if I forgot my account password?
  • A: If you've forgotten your account password of 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: - Standard local delivery is expected to take 4-7 working days upon confirmation of order. Our customer service team will contact you if a delay in delivery is expected.

    - Standard local shipping fee costs SGD 10.

    - 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 custcare@goldheart.com.


  • 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 custcare@goldheart.com with your ORDER ID.


  • Q: Will I be charged customs and import charges?
  • A: A 9% 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: The item I want is out of stock. Will there be a restock?
  • A: Please send your request to custcare@goldheart.com.


  • 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.

    Jewelry Exchange policy Each sold item, except promotional item , is entitled to a one -time exchange within 10 days if it is in its original good condition, and is accompanied by the original receipt and certificate( where applicable). There will be no refund of difference if price of the new item is lower than the original item.

    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 custcare@goldheart.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 custcare@goldheart.com 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.
  • Purchasing Gift Cards

  • Q:  How do I purchase Goldheart E-Gift Card(s)?
  • A:  Goldheart E-Gift Card(s) can be purchased online via our e-Boutique only. You cannot use a Goldheart E-Gift Card to purchase Goldheart E-Gift Cards.


  • Q:  Are there any fees associated with the Goldheart E-Gift Card? When is my credit card charged for my purchase?
  • A:  No. You will only be charged the amount mentioned on the Goldheart E-Gift Card. Your credit card will be charged at the time of purchase.


  • Q:  Can I choose the value of a Goldheart E-Gift Card I want to purchase? Can I change the value of a Goldheart E-Gift Card after I have paid for it?
  • A:  Yes. You can purchase a Goldheart E-Gift Card of any amount above the minimum purchase amount of $50, with rounding difference to the nearest $50. The maximum purchase amount is $1,000. Unfortunately, the value of the Goldheart E-Gift Card cannot be changed once the purchase is made.


  • Q:  Can I purchase a Goldheart E-Gift Card for myself? Can I purchase a Goldheart E-Gift Card to present to someone as a gift? Can I send two (or more) Goldheart E-Gift Cards to two (or more)?
  • A:  Yes, definitely! Simply enter your email address in the recipient field. Upon completion of the purchase, the Goldheart E-Gift Card will be delivered to your email.
    Yes, definitely! Simply indicate their name and email in the recipient’s field. They will receive an email after the purchase. If you want to send separate Goldheart E-Gift Cards to different parties, purchase the Goldheart E-Gift Cards separately and indicate their name and email in the recipient's field. They will receive separate emails advising that you have sent them a Goldheart E-Gift Card. Checkout for multiple cards in one purchase is possible.


  • Q:  Can I schedule the delivery date of the Goldheart E-Gift Card?
  • A:  Yes, Goldheart E-Gift Cards purchased online can be sent out on a specific date. The default setting of the delivery date is the current date unless a different date is chosen. Once the purchase is complete, the delivery date cannot be changed.
  • Receiving & Redemption

  • Q:  What exactly does the recipient receive when I send a Goldheart E-Gift Card?
  • A:  The recipient receives an email which contains the Goldheart E-Gift Card design chosen during purchase, along with information such as the Goldheart E-Gift Card value, redemption code, and a personalized message.


  • Q:  When would the Goldheart E-Gift Card I purchased online be sent to the recipient? Where can the Goldheart E-Gift Card be used? When do Goldheart E-Gift Cards expire?
  • A:  The Goldheart E-Gift Card will be sent to the recipient on the date you chose at the time of purchase. Goldheart E-Gift Cards can only be used on e-Boutique only and are valid for 1 year from its purchase date.


  • Q:  Can I add more value to a Goldheart E-Gift Card after purchase?
  • A:  No. Once the purchase is complete, you cannot add more value to a Goldheart E-Gift Card.


  • Q:  How can I redeem a Goldheart E-Gift Card?
  • A:  Goldheart E-Gift Cards can be redeemed on our e-Boutique only. Ensure that you have your Goldheart E-Gift Card and code send to you via email. On the checkout page in the payment option section, enter your Goldheart E-Gift Card code given in email. Click apply and checkout. You will see the GoldHeart E-Gift Card amount deducted from your total order. If the GoldHeart E-Gift Card is not enough to pay for your entire order, you may pay for the remaining amount with another payment option.


  • Q:  Can I make partial redemptions? Can I redeem multiple gift cards in a single online transaction?
  • A:  No. The total amount on your Goldheart E-Gift Card will be deducted from the total order, you may then pay the remaining amount with another payment option. Also, you may not use more than one Goldheart E-Gift Card in a single transaction.
  • Returns & Credits

  • Once the payment is made, a Goldheart E-Gift Card purchase cannot be cancelled or refunded. Goldheart reserves the right to cancel orders made by unverified and or unconfirmed credit card accounts.
  • Security

  • We adhere to the best practices to ensure successful delivery of the Goldheart E-Gift Card via email. However, there is still a chance that the email will be treated as spam or the recipient will not notice it in their inbox. If a spam filter is blocking our emails from getting to an inbox, the recipient's email options will need to be modified so that our emails are not considered spam.
  • We will only send the Goldheart E-Gift Card to the recipient stated upon purchase. You will need to safeguard your Goldheart E-Gift Card as it has a cash value. The value of the Goldheart E-Gift Card is tied to the code given.
  • 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