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Frequently Asked Questions

  • There's a design I love but it is sold out. When will it be back in stock?
    We’re sorry you missed out on it. That’s why we love working with jadeite stones, they’re unique! We do bring back selected popular designs, but it really depends on whether we manage to source for similar stones. Do drop us an Instagram message to find out if we have similar stones available to recreate the design or for us to keep a look-out for you!
  • Are you able to resize a design?
    Yes, we are able to resize most of our items free of charge, unless otherwise stated on the product page. Simply indicate your size in the size menu at product page. Your order will be handcrafted to the right fit for you before dispatching, do note a waiting period of up to 5 working days applies. A longer waiting period may be expected during peak periods or festive seasons.
  • I found a design I love, but I would like a different gemstone. Can I customise?
    Yes, we can do that for most of the items if we have the gemstones available. Please drop us an Instagram message or contact us via the form on Contact Us to discuss in details.
  • There's an elastic bracelet that I love but can I transform it into a chain bracelet/anklet?
    We're delighted to offer you the opportunity to customize your jewelry to suit your unique style preferences. If you prefer the versatility of a chain bracelet or anklet over an elastic one, we're happy to accommodate your request. Simply let us know, and we can transform your elastic bracelet into a chic chain bracelet or anklet for an additional cost. Embrace the chance to personalize your jewelry to suit your style preferences. Contact us to discuss your vision and elevate your accessories!
  • Bespoke Fine Jewelry - What is the price range?
    No one walks into this process without some sort of budget in mind so there is really no harm in asking. Jade Galore do not charge for basic consultation. However, bespoke fine jewelry can be more expensive than mass-produced pieces due to the higher standard of craftsmanship and lack of economies of scale.
  • Bespoke Fine Jewelry - What are the factors that affect the cost of bespoke fine jewelry?
    Design: Complexity of the design - more intricate and detailed designs requires more time and skill to execute, increasing the cost. Quality of Materials: The size, quality and type of gemstone and metal (gold, silver, platinum) directly affects the overall price of the bespoke piece. Craftsmanship: Our bespoke fine jewelry are fully hand polished (jadeite stones) and handcrafted by experienced craftsman. This craftmanship ensures a unique, durable, and high-quality piece but also contributes to a higher cost. Ultimately, the value of bespoke fine jewelry lies in its personalisation, quality, and the unique story it represents for the wearer, making it a worthwhile investment for many.
  • Bespoke Fine Jewelry - How long does the bespoke process takes?
    The timeframe can vary depending on the complexity of the design and curation period for the jadeite stone, if any, due to its uniqueness. Generally, it can take anywhere from a few weeks to several months to complete a bespoke piece.
  • What currency are the prices on the site quoted in?
    Please note that all prices quoted are in SGD (Singapore Dollars), ensuring transparency and clarity for our valued customers. Shop with confidence, knowing that our pricing reflects the commitment to providing you with the best value for our exquisite jewelry pieces.
  • What modes of payment do you accept?
    We accept most credit cards, debit cards and popular payment methods around the world.
  • What should I do if payment doesn't work?
    First, ensure that your shipping and billing details are accurate. If that doesn't work, try contacting your bank about the payment.
  • Can I change my shipping address or cancel my order?
    If your item is in stock, you will only have a limited window to amend or cancel your order before dispatching. Kindly drop us an Instagram message or contact us via the Contact form.
  • Where do I enter my discount code?
    Upon checkout, look for "Enter a promo code" beneath your order summary. Enter your code and click ‘apply’, then the amount will be recalculated with a the discount if your discount code is valid.
  • Can I stack multiple discount codes?
    Please note that only one discount code can be used per order, and that there may be conditions for the discount code to be used. For instance, discount codes may be subject to a minimum order value or only applicable to specific products. Jade Galore reserve the right to decline orders where, in its opinion, a promotion code is invalid.
  • What are the terms & conditions pertaining to discount codes?
    Discount codes are valid for a limited time only. Navy Jade reserves the right to modify or cancel coupons at any time. Discount codes are only valid until specified expiration date. After expiration date, items remaining in cart will no longer qualify for discount offer. Discount codes may only be applied to qualifying items or percentage off purchases displaying the discount offer. The discount offer will not be valid until it is applied to the qualifying item. Promotions are limited to one coupon per customer. Promotional coupon codes may not be combined with other discounts or sales incentives unless otherwise stated. If you return any of the items purchased with a coupon, the coupon discount or value may be subtracted from the return credit.
  • How long will it take to dispatch the order?
    Once your order is placed, it will typically take 2-3 business days to process and dispatch your jewelry. Please note that personalized or customized items, includes resizing, may require additional processing time.
  • Is there a minimal order amount for free shipping?
    SHIPPING WITHIN SINGAPORE (LOCAL ) We are happy to offer free shipping for order above $60 within Singapore, otherwise shipping fee is charged at an affordable $3. SHIPPING OUTSIDE SINGAPORE ( INTERNATIONAL ) There is free shipping for order above $200 for destinations outside of Singapore, otherwise shipping fee is $15. Orders will be shipped using SingPost Registered Mail.
  • How long will it takes to receive my order?
    SHIPPING WITHIN SINGAPORE: Orders will be shipped using SingPost Tracked Letterbox delivery or Ninjavan courier, and generally reach you within 3 working days* from the day it is dispatched. SHIPPING OUTSIDE SINGAPORE: Orders will be shipped using SingPost Registered Mail, and generally reach you in 8-18 business days. If you live further away from main cities, it may take longer to reach you. ​ *The time frames listed above are approximate and for usual cases. We are unable to guarantee your delivery dates due to unforeseen delay caused by our shipping partner. In order to ensure your order is received in time, please place your order early especially during peak periods such as festive seasons.
  • How do I track my order?
    For SingPost delivery, please click here. For Ninjavan delivery, please click here.
  • Refunds and Exchange Eligibility
    Refunds and exchanges are not applicable for: All Jade item(s) due to the unique nature and value of jade; All Bespoke and customised item(s) as they are crafted specifically according to the customer's specifications; Earrings due to hygiene purposes; Final Sales item(s) - Products priced at 30% discount and above; Preorders and Backorder item(s); Used or worn item(s). For items that are processed wrongly by Jade Galore, please do accept our apologies. Kindly contact us via Instagram message or the Contact Us form within 3 days of delivery. For items that are defective or damaged during transit, kindly drop us a message via Instagram message or the Contact Us form within 3 days of delivery. Defective items will be evaluated on a case-by-case basis. If the item is confirmed to be defective, we will offer a replacement or issue a refund, including any shipping costs incurred. Kindly note for stud earrings: As both gold and silver are naturally soft material, it may occasionally get slightly bent during transit. Rest assured that your earrings are not damaged - please gently push the studs back into its original spot to re-align the earring stud.
  • How do I request for a return or exchange?
    Kindly drop us a message via Instagram message or the Contact Us form within 3 days of delivery to check your order's eligibility for return or exchange.
  • Who is responsible for the shipping costs associated with returns or exchanges?
    Customers are responsible for all shipping costs associated with returns or exchanges, unless the return/exchange is due to an error on our part. Items eligible for returns or exchange must be unused and unworn and in its original condition, and be returned to us within 14 days of delivery. Please securely package the items and return to us via Registered Mail or SingPost SmartPac. All returned items will be inspected upon receipt to ensure they meet our eligibility criteria. Items that have been modified, altered, or damaged due to misuse are not eligible for refunds or exchanges. We also do not accept damaged items returns due to buyer negligence, rough handling or wear-and-tear.
  • How will I receive the refund?
    Eligible items can be returned within 14 days for in-store credit. This credit can be used for future purchases on our website. In-store Credit from refunds are valid for 6 months from date of issue. Once we have checked that the item are in good condition, we will issue the in-store credits to your account for the order amount, excluding any discount and shipping fees incurred. This is usually completed within 5 business days upon receipt of the returned item.
  • What is your repair policy?
    Repair fee are reasonably priced and will be quoted on a case-by-case basis. Please contact us via Instagram message or the Contact Us form if your jewelry pieces require repairs. Customers are responsible for all shipping costs associated with repairs.
  • Are you able to restring my elastic bracelets?
    We are happy to inform that we offer a one-time complimentary restring on all elastic bracelets sold by Navy Jade within a year of purchase, do note that this free service only applies to restring back to the same design. Thereafter, restringing costs $8. If you would like to customise and change the design, you may inform us to send you some free elastic strings along with your order for you to DIY! Terms & Conditions: Customers will be liable for any shipping fees incurred. We are able to ship the item or elastic strings along with your order, if any, so that you are able to save on shipping fee. There is a processing time of up to 5 working days before the item can be shipped out, as every bracelet is hand-stringed. Thank you for your patience.

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