Customer Care

SHIPPING

For all shipping-related information, click here.

PRODUCT

Can I purchase a single piece for products marked as a PAIR?

No, unfortunately. We do not sell single pieces for items that come as a pair. 

Do you do product customisation?

We regret that we do not offer customisations of wearable sizes or designs at the moment. Feel free to reach out to us should you have any sizing enquiries. 

Do you use fake materials in your jewelry?

We strive to provide our customers with quality products, hence we would like to assure that we do not use any fake materials in our jewelry. The materials used for each product are listed in their respective product descriptions. 

Are your products hypoallergenic?

While majority of our products are nickel-free, allergies, if any, differ from person to person and therefore may require customized recommendations. Kindly do drop us an email at support@askandembla.net should you have any questions pertaining to your allergies, the products you’re interested in and our customer care team will be happy to guide you through your selection process! 

How can I find out more information about a product?

You can know more about our products (i.e. sizing, material) in their respective product pages. If you have other enquiries, feel free to reach out to us.

How do I care for my jewelry?

- Before wearing our jewelry, kindly do use the alcohol swaps provided.

- Do not let our jewelry come in contact with water, perfumes, creams, or other liquids. They are highly sensitive to chemicals and liquids, and being in contact with them may cause them to oxidise or change in colour.

- To avoid scratches, wrap the jewelry you have in a soft cloth after cleaning or keep it/them in a jewelry box separate from other types of jewelry.

More information can be found here.

 

ORDER

Do I select ‘1’ or ‘2’ quantity?

All products are sold in PAIRS, except some clearance items which are still sold individually.

Products sold as a pair are marked with (PAIR). For clearance items, please select "2" under product quantity to order a pair.

How do I apply discount code?

Discount codes can be applied on the final page of check out before payment. All prices on the cart page exclude shipping charges. Please use our shipping rates calculator to calculate your shipping fee.

Can I apply my gift card together with my discount code?

Yes you can! Simply apply your gift card code and discount code at the checkout page, and the amount will be reflected accordingly. However, you cannot apply two discount codes together.

Can I make changes to my order?

Once your order has been placed, there is a 1 hour grace period for amendments and cancellations. During this time, if you would like to make changes to your order, email us at support@askandembla.net with your order number. We will not be able to attend to any requests for order changes or cancellations once your order has been fulfilled.

How do I track the status of my order?

Once your parcel has been shipped, you will receive your tracking link in a separate email in which you can view your order status.

My tracking does not seem to work, what can I do?

No worries! It takes about 1-2 business days for your shipment tracking link to be generated. Feel free to reach out to us should you wish to know your tracking status.

 

PAYMENT/BILLING

What forms of payment do you accept?

We accept American Express, ApplePay, Mastercard, Paypal, ShopifyPay and Visa credit or debit cards. Feel free to reach out to us with more payment options. It is with regrets that we do not accept checks or money orders. 

What can I do if my payment is pending or declined?

Oh dear! Possible reasons include insufficient funds or having hit maximum card limit, and we would advise you to check with your bank for more details. Your order will be packed and shipped as soon as the payment has been verified and approved. We hope to seek your understanding that we will not be liable for any delay or non-delivery and are not obliged to inform you of the reason for refusal.

By making payment, you authorise the transaction and confirm that the credit/debit card is valid and that your payment details are correct. All credit/debit/PayPal transactions and payment account holders are subject to validation checks and authorisation by the card issuer or payment method provider.

 

RETURN & EXCHANGE

Can I do an exchange or get a refund?

It is important to us that you’re satisfied with our products. As such, we take exchange and refund requests very seriously, and will do our utmost to offer this service within reason. 

We welcome exchange and refund requests for the following reasons:
(1) You have received a defective product.
(2) You have received the incorrect product, i.e. one which does not match what you ordered.

Furthermore, to be eligible for an exchange or refund, your item must

(1) be unused and in the condition in which you received it; and
(2) be in its original packaging.

All refunds and exchange requests for defective goods will undergo assessment by the team. Please understand that not all cases will be approved for refund as a large number of our products are 100% handcrafted and unavoidably sustain minor scuffs and blemishes from the making process, as declared in our product descriptions. We seek your kind understanding on this! 

We’re afraid that the following reasons do not qualify for exchanges or returns:

(1) You ordered the wrong product.
(2) You ordered the wrong size.
(3) The design doesn’t suit you.

Kindly confirm your items and sizing before submitting your order.

(4) The items have tarnished over time.

All jewelry, with the exception of certain pure metals, will tarnish over time. This is a natural result of materials interacting with moisture in the environment. If you’d like to prevent tarnishing, you can purchase anti-tarnish strips and/or store your jewelry away from water sources and natural materials that trap moisture. Do also keep your jewelry dry and away from sunlight. [Future: link to blog post]

(5) Body modification jewelry

Finally, due to hygiene and sanitation reasons, we do not entertain returns of any body modification jewelry.

Are sale items refundable?

We’re afraid only regular priced items can be considered for refunds.

How long does your exchange policy last?

Our exchange policy lasts 7 days from the date you receive your item(s). As much as we’d like to, we are unable to offer you an exchange or refund after this period. 

Will shipping costs be refunded as well?

Shipping costs are non-refundable. As long as the items are successfully delivered to you, the shipping costs will not be refunded even if your refund request is approved. You will also need to bear the shipping cost of returning your item(s) to us. However, if your item is defective or incorrect, we will cover the shipping costs within reason.

Approved refunds will automatically be applied to your credit card or original method of payment. It is normal to experience delays sometimes, so kindly be patient. If you haven’t received your refund yet, do check your bank account again, or contact your credit card company. 

How long will my exchanged product take to be delivered?

This depends in part on the shipping method and service you use to send us your product. Depending on where you live, the time will vary and this sadly lies outside our control. We'd highly recommend using a trackable shipping service or purchasing shipping insurance for your peace of mind!

Once the product has reached us, it will take about 1-2 working days for us to review the request. 

In the event that your request is approved, we will send out your exchange within the week, after which the usual shipping times should apply.

 

ALLERGIC REACTION

Important to note!

Although extremely rare, the wood, metals and finishes commonly used in making jewelry may trigger sensitive reactions on the skin for some people. For others, virtually anything might cause such reactions. It is the responsibility of the consumer to take precaution with any sensitive tendencies they might have to materials (silver, steel, brass, wood etc.) or the oxidation applied to metals (liver of sulphur, prior to making a purchase. We will not be held liable for any allergic reactions that may occur as a result of wearing our jewelry. 

If I have a reaction, what can I do?

We recommend you see a doctor and use antiseptic cream to let your wounds heal. In the meantime, do reach out to support@askandembla.net so our customer care team can support you.

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Silver with White Cubic Zirconia
24. Silver with White Cubic Zirconia
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25. Silver with Blue Topaz Cubic Zirconia
Gold with Blue Topaz Cubic Zirconia
26. Gold with Blue Topaz Cubic Zirconia
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Gold with Black Onyx Cubic Zirconia
28. Gold with Black Onyx Cubic Zirconia
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