How Do I Return My Order?

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 sales@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 store
  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 STORE
    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 STORE
      • 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 store, the item will undergo Quailty Check (QC) 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 1.02ct/ 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.

Return Shipping Charges

  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.
Destination Transit Time Return Shipping Fee
Singapore 1 – 3 working days USD 23.00
Brunei 4 – 7 working days USD 40.00
Philippines 4 – 7 working days USD 34.00
Australia 4 – 7 working days USD 40.00
United States 4 – 7 working days USD 55.00
United Kingdom 4 – 7 working days USD 55.00
Europe 4 – 7 working days USD 55.00

Return Packaging

  1. For Tailored Jewel’s item: Enclose the item in its original jewellery box. Place the jewellery box and any accompanying materials inside a bigger second box and seal it. For returns for warranty claims, repair or service, do not include any complimentary gift with purchase and certificate in the package.
  2. For non-Tailored Jewel’s item: Enclose the item in a secured box, and then wrap and seal the box.
  3. Keep the sealed box in the courier bag/box and seal the bag/box.
    For Tailored Jewel order, there is a complimentary courier bag (for return purpose) delivered alongside the delivery to you.
  4. Attach the shipping label to the courier bag/box.
  5. For security purpose, please do not write jewellery, diamonds or any related words anywhere on the package.

How To Track Your Returns

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


What Happen After My Returns

  1. Upon receiving your returned item, you will receive an email notification update 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.
Just picked up our rings today and couldn't be happier with them

Just picked up our rings today and couldn’t be happier with them. The level of service and attention at TJ is incredible – Zach was patient and took the time to explain the different grades of diamonds. We absolutely love our wedding bands and highly recommend TJ. Beautiful jewellery and amazing staff!

Today was our big day and the bands were showered with compliments from the guests.

It was a no-brainer to acquire our wedding bands from Tailored Jewel after they delivered our quality solitaire ring as promised. We immediately set our sights at one of their stylish bands when we browsed through their fine collection at their service hub. Zach was very attentive and helpful all the while. He made sure our rings are of the right size and are delivered in time for our big day. Today was our big day and the bands were showered with compliments from the guests. I wouldn’t hesitate to go for Tailored Jewel again. Out of this world! ??

The rings were displayed in detail and we bought them directly from the website.

Due to MCO, me and my fiancé decided to purchase the rings online and we stumbled upon TJ. The rings were displayed in detail and we bought them directly from the website. Zach approached us and was really helpful in determining the right size. The team responded to us very quickly,plus they made the whole process seamless and smooth. Worth the purchase price considering that we had the rings engraved as well.

TJ helped us make this milestone so much more pleasant.

Very unique designs and materials. Amidst the chaos and planning our ROM during the MCO period, the team at TJ delivered the beautiful rings and offered us excellent service. They helped us make this milestone so much more pleasant. Thank you so much!

Did my entire order online without even going into the store

Excellent experience, beyond what I imagined. Did my entire order online without even going into the store (couldn’t go in store for work Location reasons). Got a custom made engagement ring, they did everything they could to help me, direct messages, pictures, updates on progress and an exact collection time. The ring is beautiful and well produced to a very high standard, could not have asked for more.

Would definitely recommend and will be shopping here again.

Really loved the product & the customisation is flawlessly!

We are exceptionally pleased with the services provided! Ethon was very patient throughout the entire process and catered to our needs and expectations. I really loved the final product and how the customisation was executed flawlessly! It made the entire experience really special for my Fiancé and I. We highly recommend everyone to experience Tailored Jewel’s passion and attention to customer service.

Far more superior than what you could get out there

Thank you so much for your service TJ!

I found the ring I’ve been looking for my soon bride-to-be.

It was a headache since the design we love is either too expensive, or too dull.

We were skeptical at first since it’s an online business but we decided to pay a visit to the physical shop in Atria.

They present to us with many brilliantly done rings they had to offer.

The process is so simple, the explanation is very detailed, they know their product well, and the best part is that the end product is far more superior than what you could get out there with just a fraction or the price!

Definitely recommend this brand for those looking for rings with lower budget.

Worth every penny!

Thumbs up guys and thank you for everything!

From customer service to impeccable products, TJ never fails to impress me.

We are a couple from north, Kedah, and we’ve never stepped in to their Atria Mall service hub to look at their sample rings. Every process was through phone calls and messages.

From their prompt customer service and professional advices, to their spectacular and impeccable end products, TJ never fails to impress me. This proves how pleasant the whole online experience is with Tailored Jewel, and i would highly recommend for couples from other states (especially those with zero knowledge of diamonds and rings just like me) to give a call to TJ to experience their first class service.

Two thumbs up for Ethon and TJ crew!
P.s. the review is written by my fiance who is super satisfied with everything from TJ.

The level of service and assurance provided combined with finish result speaks volume of TJ

Buying jewelry online takes tremendous bravado as this can go so wrong. I’m clearly not that brave which is why I’m glad TJ opened a service hub in Atria which allowed me to view their items and speak to one of the founders (i was lucky to have met him).

Needless to say, I got a lovely piece, and he offered a complimentary service for my diamond ring which i left with him in good faith.

Bottomline, I’ve since collected my ring and it looks brand new. I was nervous at the start, but the level of service and assurance provided (they even shared a video of my ring being serviced) combined with the finish result speaks volume of TJ.

It was a bliss working with TJ. My fiancee was really pleased

First met Ethon couple of years back to have a chat on engagement ring. He’s very knowledgeable with his stuff and never too pushy about selling. Back to few months ago where I finally made the decision to get the a ring. Met up with him again and it was a bliss working with him to get the ring of my requirement and budget.

Talking about budget, I’ve got to commend Ethon on his ability to work around your budget to get you the best diamond by giving insightful suggestions.

Service was good and the production of the ring was timely as well. My fiancee was really pleased and satisfied with the ring when she saw it, which at the end of day was what meant the most to me.

The final result is a beautiful, sparkly, bespoke diamond ring with excellent finishing

Came across Tailored Jewel via some online forums, and my attention was caught by the unique proposition they presented; my fiance could design the engagament ring of her dreams and not leave me broke as a result!

They were very patient with us throughout the process, from pre-sales (entertaining our request for more diamond options), incorporating my fiance’s last minute ring design changes, all the way to post-sales (assisting us with resizing)!! Their response was also extremely quick response whenever we had queries or needed advise. The final result is a beautiful, sparkly, bespoke diamond ring with excellent finishing.

Overall it was a good experience designing and purchasing my proposal ring with Tailored Jewel. Can attest to their professionalism and integrity as online diamond jewellery makers.

My custom ring was perfect! Extremely professional, very patient & affordable price

I must say that Tailored Jewel is probably one of the best recommendation that I’ve received in my life. It was a total different experience when I was purchasing my proposal ring with them.

First of all, they were extremely professional. They spent quite a bit of time educating me on the difference between the grades of diamond and they taught me how to identify the difference. They we’re very patient when it came to my million and one questions.
Secondly, the price was really affordable in comparison to the ones available outside. And when I say comparison, I’m talking about a huge margin of difference.

Thirdly, the outcome of my custom ring was perfect! I was a little skeptical at first when I wanted to customise my ring, but the result was way beyond what I’ve expected. Great finishing and perfection to the detail. They delivered as promised! Thank you Wong Sifu!!!
Thank you Tailored Jewel. Thank you for assisting me throughout the process of designing and purchasing my proposal ring.

More bang for the buck, my fiancee was beaming with joy

Got my engagement ring earlier than expected. Quality was splendid, Diamond was brilliant, Service was exception. They also gave be very good advice choosing them diamonds. Not forgetting getting more bang for the buck, my fiancee was beaming with joy when I presented her with the ring. Definitely a satisfied customer.

Appreciate the patience and guidance given. Le fiancé loves it!

Incredible service! Appreciate the patience and guidance that Ethon gave me as I was clueless on my selection. Le fiancé loves it!

Good explanation on diamond stone & ring customisation. Highly recommended

Is time for me to review this. I love the design and Ethon support on choosing the right purpose ring and engagement ring within the range of Budget. He not like others seller which give u something within your Budget. He give good explanation on diamond stone and ring customise. Highly recommendation for others feel free to buy from ethon. Keep up the good work.

Able to provide the best to satisfy your needs and work on your budget

Two words.. Fantastic Service & Best Price.. i guarantee it myself. Meet up Ethon. Very good service and advise from him…able to provide the best he can to satisfy your needs and work on your budget. The customize engagement ring that i requested was in good condition and beautiful. She loved it very much. Thanks tailored jewel for such a great service

X
X
Our Warranty & Guarantee
Money Back Guarantee
We are committed to delivering 100% satisfaction guaranteed jewellery because we recognise the importance of the jewellery you design with us.
10 Years Warranty
All of Tailored Jewel’s jewellery is warrantied to assure that it is free of manufacturing flaws and to provide peace of mind.
Safe & Secured Shipping
All products shipped are insured against theft and damage during transit from our store to the delivery addresses.
360 Privilege
Change your mind? We got you covered! Within 360 days, you can trade-in for natural or upgrade your diamond bigger by paying the difference. T&C apply*
X
Our Warranty & Guarantee
Money Back Guarantee
We are committed to delivering 100% satisfaction guaranteed jewellery because we recognise the importance of the jewellery you design with us.
10 Years Warranty
All of Tailored Jewel’s jewellery is warrantied to assure that it is free of manufacturing flaws and to provide peace of mind.
Lifetime Customer Support
Our commitment to offering an outstanding client journey experience has always been heart of our business.
Safe & Secure Shipping
All products shipped are insured against theft and damage during transit from our store to the delivery addresses.
X
Our Warranty & Guarantee
Money Back Guarantee
We are committed to delivering 100% satisfaction guaranteed jewellery because we recognise the importance of the jewellery you design with us.
10 Years Warranty
All of Tailored Jewel’s jewellery is warrantied to assure that it is free of manufacturing flaws and to provide peace of mind.
Lifetime Customer Support
Our commitment to offering an outstanding client journey experience has always been heart of our business.
Safe & Secure Shipping
All products shipped are insured against theft and damage during transit from our store to the delivery addresses.
X
Our Delivery & Returns
Doorstep Shipping Globally
We offer free shipping for all orders shipped within Malaysia and Singapore; For international shipping, shipping fee is inclusive according to the chosen country currency.
Duties and Taxes
Duties and taxes may be applied to the order according to the national legislation of the destination country. Customer will be responsible for duties and taxes payment upon receiving the package. To learn about the estimate duties and taxes of your country, click here
Returns & Exchanges
We will replace or refund any product purchased from our online/ offline store that does not conform to your expectations, to learn more about our Returns & Exchanges policy, click here
X
Our Delivery & Returns
Doorstep Shipping Globally
We offer free shipping for all orders shipped within Malaysia and Singapore; For international shipping, shipping fee is inclusive according to the chosen country currency.
Duties and Taxes
Duties and taxes may be applied to the order according to the national legislation of the destination country. Customer will be responsible for duties and taxes payment upon receiving the package. To learn about the estimate duties and taxes of your country, click here
Returns & Exchanges
We will replace or refund any product purchased from our online/ offline store that does not conform to your expectations, to learn more about our Returns & Exchanges policy, click here
X
Our Delivery & Returns
Doorstep Shipping Globally
We offer free shipping for all orders shipped within Malaysia and Singapore; For international shipping, shipping fee is inclusive according to the chosen country currency.
Duties and Taxes
Duties and taxes may be applied to the order according to the national legislation of the destination country. Customer will be responsible for duties and taxes payment upon receiving the package. To learn about the estimate duties and taxes of your country, click here
Returns & Exchanges
We will replace or refund any product purchased from our online/ offline store that does not conform to your expectations, to learn more about our Returns & Exchanges policy, click here
X
Our Delivery & Returns
Doorstep Shipping Globally
We offer free shipping for all orders shipped within Malaysia and Singapore; For international shipping, shipping fee is inclusive according to the chosen country currency.
Duties and Taxes
Duties and taxes may be applied to the order according to the national legislation of the destination country. Customer will be responsible for duties and taxes payment upon receiving the package. To learn about the estimate duties and taxes of your country, click here
Returns & Exchanges
We will replace or refund any product purchased from our online/ offline store that does not conform to your expectations, to learn more about our Returns & Exchanges policy, click here
Working on it...