What if I forgot my account password?
If you’ve forgotten your account password or are receiving the message ‘Username and password do not match’ when trying to log in, you can reset your password here.
Do I need to register an account to place an order?
No, you can check out as a guest. However, if you’d like to register an account, you can do so to easily track your online orders on the Goldheart Online Boutique.
What is the delivery charge and schedule within Singapore?
My order has not arrived as expected. What should I do?
If your item(s) have not arrived as expected, please write to us at custcare@goldheart.com with your ORDER ID.
Will I be charged customs and import charges?
A 9% Goods and Services Tax (GST), based on the prevailing rates, will be applied to items purchased and delivered within Singapore, in accordance with Singapore’s legal regulations. For items being delivered outside Singapore, Goldheart will process charges in compliance with the legal regulations of the destination country. This may include any applicable sales or import taxes, and the customer will be fully responsible for any such taxes or duties.
Which countries does Goldheart ship to, other than Singapore?
Aside from Singapore, Goldheart currently ships to the following countries: Australia, Canada, Hong Kong, Indonesia, Malaysia, the Philippines, the United States, and Vietnam. International orders will be processed within 4 business days (Monday to Friday, excluding public holidays) upon confirmation via email.
The item I want is out of stock. Will there be a restock?
Kindly send your request to custcare@goldheart.com.
What if the ring size that I want is not available?
If the ring size you want is not available, click the ‘Size Enquiry’ button on the product page and complete the form. A Customer Service Representative will reach out to you.
What if the ring that I ordered does not fit?
We offer a one-time complimentary ring resizing for rings purchased at the Goldheart Online Boutique. To use this service, 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 restrictions on the extent of alteration. This service is only available in Singapore.
Can I choose the currency for my order?
All orders will be charged in Singapore Dollars. You can select your preferred currency at the top of the website for reference. Please note that the final exchange rate will be determined by your credit card issuer.
Can I change or amend my order once it has been placed?
Once your order has been placed and paid for, it cannot be changed or amended.
Is the parcel insured?
Goldheart insures all jewellery during transit until it is delivered to you. A signature will be required upon delivery or collection, at which point the risk of loss of the jewellery will pass to you. If the recipient or collector is not the original purchaser (e.g., in the case of a gift delivery), you agree that the recipient’s signature will serve as evidence of delivery and fulfillment of your order, as well as the transfer of risk.
What is your return policy for online purchases made in Singapore and online purchases made outside Singapore?
Please note that there is strictly no return or refund on orders made through the Goldheart Online Boutique.
What is your exchange policy?
If for any reason you are unsatisfied with your purchase, you may exchange it for an item of equivalent or lesser value at any of our Goldheart Retail boutiques within 10 days of receiving your items. If the exchange item is of higher value, you will be required to pay the difference.
Jewelry Exchange policy
Each sold item, except promotional items, is eligible for a one-time exchange within 10 days, provided it is in its original condition and accompanied by the original receipt and certificate (where applicable). Please note that no refund will be issued if the price of the exchanged item is lower than the original item.
Kindly ensure that items are returned in new, unused condition and with their original packaging to facilitate the exchange process. There will be no cash refunds, either partially or in full. For orders delivered outside Singapore, please email us at custcare@goldheart.com for the exchange procedure.
I have received a damaged item via delivery. What should I do?
In the unlikely event that your item is damaged, please email us at custcare@goldheart.com with your Full Name, Receipt/Invoice Number, and clear photos of the damaged item within 5 days of receiving it. Ensure the photos clearly show both the item and the damage.
Our customer service team will acknowledge your request and provide return instructions. Please ensure that items are returned in their original condition and packaging. Please note that no cash refunds will be issued, either partially or in full.
How do I know which ring size to buy?
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.
I have just registered with Goldheart Jewelry, Is my personal information kept private?
We are committed to respecting the privacy rights of our customers and all visitors to our website. We take your privacy seriously and have implemented policies and procedures to safeguard your personal information.
By creating an account with us or signing up for events, promotions, or other communications, you consent to providing us with your personal information, such as your name, address, and contact details. You confirm that this information is accurate, complete, and truthful. We assure you that we will not disclose or share your personal information with any third parties, except where necessary to facilitate the delivery or shipment of your orders.
