Returns

We offer returns service if you are not satisfied with our jewellery, or for warranty claims, repair and service. You may initiate return by following our simple step by step guides:

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

1. CONTACT US
   • Contact or email us at info@tailoredjewel.com to initiate returns.
   • Please indicate the following details for the return request:
     1. Order number
     2. Item for returns
     3. Reason for returns
     4. Returns options: Return via shipping or Return at our Galleria
2. SCHEDULE RETURNS / APPOINTMENT
   • Our customer care team will reach out within 48 hour (working days) to assist you with returns scheduling.
   • For return shipping, the shipping label will then be emailed to you together with the packing instructions.
3. SHIP IT / VISIT OUR GALLERIA
   1. RETURN VIA SHIPPING
      • Pack and seal your return item following our return packaging instructions.
      • Wait for courier pick up/ drop off at the courier branch.
      • If you are unable to print shipping label, you may bring the package to the courier branch, show them the shipping label code on your mobile device and they will print a label for you.
   2. RETURN AT OUR GALLERIA
      • Pack the return item following our return packing instructions.
      • Our customer service team will be assisting you in store to process the return.
4. REVIEW AND REFUND
   • Upon receiving the return item at our galleria, the item will undergo Quality Check (QC)/ final inspection review to conclude the acceptance or rejection of the returns within the next 3 working days.
   • For refund acceptance case, kindly take note that refund amount is excluding any shipping fee, return shipping fee (refer below), import/ export duties and taxes incurred at customer’s delivery addresses.

Conditions and Exclusions:

1. For items returned for refund, there must be no sign of damage, wear or alteration done; The item needs to be in its original condition and return alongside its original packaging with the accompanying materials (certificates, gifts etc.).
   The validity of the return is 14 day from the customer’s receiving date of the item.
   Tailored Jewel reserve the rights to stop processing the returns if the above conditions are not met.
2. Non-refundable items:
   • Full eternity diamond/gemstone ring which is custom made to fit customer’s size.
   • Bespoke jewellery design not listed in Tailored Jewel online collection, which is custom made specifically to fit customer’s design or size.
   • Certified diamond above 1.01ct/ certified diamond/ gemstones which is specially sourced according to customer’s request ranging but not limited to shape, carat, color, clarity, cut and fluorescence which is not listed in Tailored Jewel online collection.

1. DOMESTIC RETURNS (MALAYSIA)
   • For refund claims, the return charges will be borne by Tailored Jewel.
   • For warranty claims, repair and service, the return charges will be RM15; When the item has completed the rework, remake, repair or service, the shipping to customer within Malaysia is FREE.
2. INTERNATIONAL RETURNS
   • For refund claims, the return charges will be borne by customer. The return charges will be deducted directly from the refund amount.
   • For warranty claims, repair and service, the return charges will be borne by customer; When the item has completed the rework, remake, repair or service, the shipping return to customer will be borne by customer (refer Shipping Fee here).
   • Import and Customs Duties, Value Added Taxes (VAT) or Goods and Services Tax (GST), Tariffs, and other fees that may be levied by the destination country are not included in prices or shipping fees. These are the sole responsibility of the client to settle.

1. For item return for exchange or refund, enclose the item in its original jewellery box packaging together with any accompanying materials and seal it;
   For returns for warranty claims, repair or service, enclose the jewellery in a pouch and a secure mailing box or bubble envelope (do not include any complimentary gift with purchase and certificate in the package).
2. Enclose the package in a secure courier pack (obtained from the courier).
3. Attach the shipping label to the courier pack.
4. For security purpose, please do not write jewellery, diamonds or any related words anywhere on the package.

You may track the return shipping transit through the respective courier partner page.
The tracking number is stated on the shipping label emailed to you.

Domestic: GDex https://www.gdexpress.com/malaysia/e-tracking/
International: FedEx https://www.fedex.com/en-my/tracking.html

1. Upon receiving your returned item, you will receive an email notification from us.
2. If you are expecting refund, credit will be submitted to you within 7 business days depending on customer’s bank processing time. Refund will be credited to the original purchaser’s payment channel (credit/ debit card or direct bank transfer).
3. For warranty claims, repair or service request, our Quality Assurance team will do inspection on the item within 72 business hour (weekday only) and we will inform you if repair services are available at cost or otherwise.
4. If you are expecting a return shipment, you will receive an update from us when the item is ready and we will schedule with you on the shipment date. An email with the shipping tracking details will be shared to you once the item has been shipped from our office.