The entire process will take between 14 and 21 business days from the date our store receives the jewellery until the service is complete and the jewellery is ready for collection. The first step in the servicing process is to assess the current state of the jewellery and the required level of service.

We ask for your understanding and patience as our craftsmen need adequate time to complete the repair and service properly so that you receive the highest quality results.

An estimated date of collection will be communicated to you during the scheduled appointment / before any service is performed (depending on jewellery condition and scope of service work). If you would like to collect your jewellery before your scheduled appointment, please contact our consultant either before your scheduled appointment or here (email us) and we will evaluate your request on a case by case basis.

The service order details will include all relevant information on the diamond or gemstone captured during the handover, and the client will receive a copy of these facts to use as validation of ownership during collection.

Important details include, but are not limited to:

Diamond with a certificate (0.30 carats and above) can be identified by its unique number engraved on the diamond’s girdle.

Uncertified diamonds and gemstones weighing more than 0.30 carats (without a certification number): Measurements for the size of the diamond or gemstone in millimetres from all dimensions will be taken and recorded during handover for valuation.

A photo of the stone and jewellery will be included in the order details in order to validate the stone’s authenticity, particularly for gemstone colour verification. Customers must accept prior to making an order certain gemstone or diamond under 0.30 carats do not come with certification. You can trust that your jewellery will be treated with the utmost care.

All of the relevant info documented will be verified twice for the client during the collection procedure to ensure that the stone is identical in every manner.

We want to make sure that all of our customers know that all of their jewellery will be handled with care. If a Tailored Jewel product is lost because of carelessness, we will offer to replace it with a similar model. For non Tailored Jewel products, we won’t be able to determine their value, thus the Company will determine the most effective manner to compensate for this on a case by case basis.

Please take note that when offering jewellery to a third party supplier for repair, maintenance, or service, it is important to keep in mind that each client must fully understand and accept any risks associated with the undertaking.

Rest assured that Tailored Jewel upholds the highest standards of honesty and work ethic to ensure that any jewellery entrusted to the company is properly cared for and that the brand’s credibility is preserved.

Currently, we only accept requests for ring, bracelets, necklace, earrings servicing and repair. The price list for our services can be found on the website. If you aren’t sure if the service you want is on the price list, feel free to contact us here (contact us) and we’ll explain.

The warranty period for the service is 60 days from the date of completion of the service work. The warranty only covers the service work performed on the jewellery. Scratches and normal wear and tear are not covered by the warranty.

If you suspect that your jewellery has been damaged as a result of the service, please bring it in for a review, and we will investigate further to determine the best next step.

In cases covered by the warranty, the service labour costs will be covered, but the client will have to pay for any replacement parts.

Return shipping is only available to addresses in Malaysia. Before shipping the jewellery, we will confirm with the client the recipient’s contact information and shipping address. We recommend that the receiver be there when the package arrives.

When you order from Tailored Jewel, you can rest assured that your jewellery will arrive safely thanks to our shipping insurance. If your package is lost due to our negligence, we will replace it with a product that meets your original order (investigation and assessment will be conducted).

Non Tailored Jewel products are not covered by transit insurance, and the responsibility for them rest solely on the client.

The client will receive an email with the order details and a link to a tracking page with each new service order. From the moment a customer places an order until the jewellery is delivered to them, the client can track its progress in real time.

After each resizing, the ring is polished and re-plated with the precious metal (refurbishment/ restoration), thus the ring is returned to the buyer in excellent condition.

Due to the nature of the manufacturing process, the client will only receive the excess gold if the ring size is reduced by more than 6 HK units. If the ring size is reduced by less than 6 HK units, there will be no return for the wasted gold.

Changing the size of a ring is often done by cutting into the band at its base (symmetrical point). Due to the heat burner used in the process, any engraving in the area will be wiped during resizing. The customer’s desired engraving can be restored after the product has been resized.

Depending on the size of the ring and available space on the band, you can engrave no more than 10 letters, including spacing. The characters can be anything that can be typed on a standard computer keyboard, including letters, numbers, and special symbols.

For any special request of graphic engraving, kindly consult our consultant and surcharge may applied to develop the drawing for the graphic. TJ has the right to refuse service to anybody at any time.

We currently only accept repair and service requests for rings made of solid gold (14K and 18K) and platinum (PT950). Jewellery that has been plated in gold or platinum will not be accepted. Please check our service page for up to date information on how we may repair your necklace, bracelet, earrings, and other jewellery in the near future.

Our craftsmen must inspect pieces that are heavily tarnished to determine whether they are still usable. TJ reserves the right to refuse your order if there is a significant risk during the servicing work.

We only work with authentic, natural diamonds and gemstones, as well as diamonds and gemstones that have been created in a laboratory (sapphire, emerald, ruby only). We don’t work with moissanite, synthetic stones, cubic zirconia, or other gemstones.

Tailored Jewel reserves the right to refuse any service order if the stone is deemed unfit for service work.

The stone cost for stone resetting will be determined by market pricing, taking into account size, quality, and availability. Please contact our consultant for a quote here.

We are unable to redesign the customer’s ring because the risk of compromising the ring’s structural integrity is unknown. Because every piece of valuable jewellery holds sentimental value for the wearer, we recommend that the ring be restored rather than redesigned, and customers can explore new design customization options from our extensive range of rings.

For standard service, we collaborate with a Malaysian factory whose craftsmanship and delivery time fulfil the brand’s requirements. For more complex services, the jewellery may need to be serviced by one of our master craftsmen in Hong Kong or Germany, which will result in a longer delivery time and an additional cost.

Tailored Jewel will evaluate each request for service on an individual level and obtain the client’s approval and permission before proceeding.

Since we’ll be using a laser to engrave, the engraved letters and numbers will have a black burn effect instead of their original precious metal tint. Due to the laser’s capacity to make lines as thin as 0.01mm, the engraved text doesn’t really affect the ring’s appearance and structure.

Clients can consider adding refurbishment after engraving for a more polished look and to restore the colour of the engraved characters to the original precious metal.