Returns

If you are not satisfied with your jewellery or need to make a warranty claim, repair, or service request, you can initiate a return by following these steps:

Note: Returns can only be initiated by the original purchaser, as the order number and purchaser’s email address are required.

1. Contact Us

Email us at info@tailoredjewel.com to start your return process. Please include:

• Order number
• Item for return
• Reason for return
• Return option: Return via shipping or Return at our Galleria

2. Schedule Returns / Appointment

Our customer care team will contact you within 48 hours (on working days) to assist with scheduling your return. For returns via shipping, we will email you a shipping label and packing instructions.

3. Ship It / Visit Our Galleria

• Return via Shipping:
  • Pack and seal your item according to our packing instructions.
  • Wait for courier pick-up or drop off at the courier branch.
  • If you cannot print the shipping label, present the label code on your mobile device at the courier branch, and they will print it for you.
• Return at Our Galleria:
  • Pack the item according to our instructions.
  • Bring the item to our Galleria, where our customer service team will assist you with the return.

4. Review and Refund

Once the return item is received at our Galleria, it will undergo a Quality Check (QC) or final inspection within 3 working days to determine acceptance or rejection of the return. If accepted, please note that the refund will exclude any shipping fees, return shipping fees, and import/export duties and taxes incurred at the delivery address.

Conditions and Exclusions:

• Items must be in original condition with no signs of damage, wear, or alteration.
• Returns must include the original packaging and all accompanying materials (certificates, gifts, etc.).
• The return must be initiated within 14 days of receiving the item.
• Tailored Jewel reserves the right to refuse processing if these conditions are not met.

Non-Refundable Items:

• Full eternity diamond/gemstone rings custom-made to fit your size.
• Bespoke jewellery designs not listed in our online collection, custom-made to your design or size.
• Certified diamonds over 1.01 carats, or specially sourced diamonds/gemstones based on specific customer requests, including shape, carat, color, clarity, cut, and fluorescence, which are not listed in our online collection.

Domestic Returns (Malaysia)

• Refund Claims: RM15 return charge for deliveries within Malaysia.
• Warranty Claims, Repair, and Service: RM15 return charge. Shipping back to the customer within Malaysia is free once rework, remake, repair, or service is complete.

International Returns

• Refund Claims: Return charges are the customer’s responsibility and will be deducted from the refund amount.
• Warranty Claims, Repair, and Service: Return charges are the customer’s responsibility. Shipping back to the customer will also be borne by the customer (see Shipping Fee details).

Additional Information

• Import and Customs Duties, Value Added Taxes (VAT) or Goods and Services Tax (GST), tariffs, and other fees imposed by the destination country are not included in prices or shipping fees. These are the sole responsibility of the customer.

For Exchange or Refund:

1. Original Packaging: Enclose the item in its original jewelry box along with any accompanying materials.
2. Sealing: Seal the package securely.

For Warranty Claims, Repair, or Service:

1. Packaging: Place the jewelry in a pouch and then into a secure mailing box or bubble envelope.
2. Exclusions: Do not include any complimentary gifts with purchase or certificates in the package.

Final Steps:

1. Secure Pack: Enclose the package in a secure courier pack (obtainable from the courier).
2. Shipping Label: Attach the shipping label to the courier pack.
3. Labeling: For security purposes, avoid writing “jewelry,” “diamonds,” or related terms on the package.

You can track the return shipping transit through the respective courier partner’s website using the tracking number provided on the shipping label emailed to you:

• Domestic Returns: GDex Track Here
• International Returns: FedEx Track Here

• Return Notification: You will receive an email notification upon the receipt of your returned item.
• Refunds: If you are due for a refund, it will be processed within 7 business days, subject to your bank’s processing time. Refunds will be credited to the original payment method (credit/debit card or direct bank transfer).
• Warranty Claims, Repairs, or Service Requests: Our Quality Assurance team will inspect the item within 72 business hours (weekdays only). We will notify you if repair services are available at an additional cost or if other options are provided.
• Return Shipments: If you are expecting a return shipment, you will receive an update when the item is ready. We will coordinate with you on the shipment date and provide tracking details via email once the item has been dispatched from our office.