Refund policy

EXCHANGE

You may make a one-time, 1-to-1 exchange for your product (please see exceptions below). For orders within Singapore, exchanges are accepted within 7 days from the date of purchase.
For international orders, exchanges are accepted within 7 days from the date of receiving the item. All items must be returned in their original, unworn condition, with packaging and tags intact.
  • Email us at hello@dearujewel.com with your name and order number for verification, and which items you would like to exchange for.
  • Your item is not eligible for exchange or return if you do not have a valid order number.
  • * Exceptions / non-returnable items: Jewellery cleaner. Please get in touch with us at hello@dearujewel.com if you have questions or concerns about your specific item.
  • Mail your item to our HQ. We will not be liable for lost mail should it be sent via regular mail. Shipping will be borne by the customer.
  • All items must be shipped back to us in the original box to avoid damaging the jewellery. Any returns with damage will not be refunded.
  • Dear u, reserves the rights to reject any exchange request if it does not comply with our exchange policy.

RETURNS

We accept returns (please see exceptions below). For orders within Singapore, returns are accepted within 7 days from the date of purchase.
For international orders, returns are accepted within 7 days from the date you receive your item for a full refund via the original mode of payment only. The entire refund process may take up to 60 business days (or more) to be concluded, depending on payment merchant and bank processing time.

  • Email us at hello@dearujewel.com with your name and order number for verification, and which items you would like to return.
  • Your item is not eligible for exchange or return if you do not have a valid order number.
  • Sale items and gift cards cannot be returned.
  • * Exceptions / non-returnable items: Jewellery cleaner. Please get in touch with us at hello@dearujewel.com if you have questions or concerns about your specific item.
  • Once verified to be eligible, you may send your item(s) back to our HQ within 14 days for local orders and 21 days for overseas orders. We will not be liable for lost mail should it be sent via regular mail. Shipping will be borne by the customer.
  • Items must be in original, unworn condition with packaging and tags still intact.
  • All items must be shipped back to us in the original box to avoid damaging the jewellery. Any returns with damage will not be refunded.
  • Dear u, reserves the rights to reject any returns request if it does not comply with our returns policy.

 

WHAT IF MY ITEM ARRIVES DAMAGED?
No worries , we’ll take care of it! If you’ve received a damaged or incorrect item, please email us at hello@dearujewel.com with a clear photo of the defect or the wrong item you received, along with your name and order number for verification.

Our customer service team will review your request and, if it meets our exchange policy for damaged/incorrect item (please see details below), we’ll process the exchange for you. Once your exchange is approved, all shipping costs will be covered by Dear u,.

  • Email us at hello@dearujewel.com with a clear photo of the defect or the wrong item you received, along with your name and order number for verification within 3 days after the item arrived.
  • Your item is not eligible for exchange or return if you do not have a valid order number.
  • * Exceptions / non-returnable items: Jewellery cleaner. Please get in touch with us at hello@dearujewel.com if you have questions or concerns about your specific item.
  • Once verified to be eligible, you may send your item(s) back to our HQ within 14 days for local orders and 21 days for overseas orders. Shipping will be covered by Dear u, once your exchange of damaged / incorrect item is approved.
  • Items must be in original condition with packaging and tags still intact.
  • All items must be shipped back to us in the original box to avoid damaging the jewelry. 
  • Dear u, reserves the rights to reject any returns request if it does not comply with our returns policy.


Your item is not covered under warranty if you do not have a valid order number.

Warranty:
  • All items: 90 Days

This warranty does not cover:

  • Loss of item
  • Damages that come from the following but not limited to:
    • scratches, loosening/loss of gemstones, bent jewellery, broken chain from wear and tear, careless use or rough wear; and/or
    • tarnishing, discolouration from chemical exposure or improper storage

Repairs requested outside the warranty period, or not covered under the terms above, will be chargeable to the customer. The feasibility of repair will be determined upon assessment by our customer service team.

 

How long does it take to process my return?

Once we receive your package, please allow up to 7 business days for us to process your return and issue a refund. We’ll send you an email update as soon as it’s completed. Refunds will be made to your original payment method and may take up to 60 business days (or longer, depending on your bank’s processing time) to appear on your statement.





Important Details


We’re unable to refund original shipping fees on any orders. For orders outside of Singapore there may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Dear u, will not cover or reimburse these fees.