FEDEX EXPRESS SHIPPING IS HIGHLY RECOMMENDED FOR URGENT ORDERS


FAQ

 

ACCOUNT

 

Do I have to set up an account to make purchase?

No. You can check out as a guest. But it is recommended that you register an account with us to facilitate subsequent purchases, tracking of your order and enjoy exclusive birthday and promotional discounts as an account holder.

 

If you have not created an account, click here to sign up now.

 

ORDERING & PAYMENT

 

How do I make an order?

Click on the item you wish to purchase, select your preferred colour, size, length, and quantity. Proceed to add item(s) to your shopping cart.

 

To see all your orders, click on “My Cart” at the top right hand side of the page. Proceed to enter your address and delivery details to check out.

 

How do I use the promotion/discount code?

Click on “My Cart”. Input promotion code at Shopping Cart Summary. Final price will be computed and shown.

 

What payment methods do you accept?

We accept payment using Paypal, Credit/Debit Cards (Visa, Mastercard, American Express, Discover).

 

I do not have a Paypal account. Can I still check out using Paypal?

Yes. You can check out as a guest.

Payment using Credit/Debit Card is simple and possible even if you do not have a Paypal account. Follow the steps below.

 

STEP 1: Check Out as a Guest

 

STEP 2: Complete payment details to confirm purchase.

 

Once payment is received, orders will be processed at the soonest possible time.

 

Note: All transactions are done securely via our payment gateways. We do not have any access to any Credit or Debit Card information.

 

What currency do you accept?

We ship worldwide. All prices displayed on the Site are quoted in the currency that is based on your choice, for reference. Currency rates are updated from time to time.

 

*All final prices upon check out are based on USD.*

 

For a comprehensive list of currencies, please refer to this

 

Can I cancel my order?

Once order is submitted, it is deemed as final and cannot be cancelled.

 

SHIPPING & DELIVERY

Do you deliver to all countries?

We ship worldwide.

 

Where is J&CO Jewelry based?

We are based in Singapore. All parcels are shipped from Singapore.

 

How much is the shipping cost?

The shipping cost depends on the shipping method.

 

1. Economy Shipping (International)

We offer the LOWEST Flat Rate International Air Mail shipping fees at only USD$3.50 for the first item and additional USD$0.50 for every additional item.

Our carrier is via Singapore Post, and respective national carrier upon destination country.  Example US - USPS, UK - Royal Mail, Canada - Canada Post. 

Delivery takes an estimate of 6 – 25 business days depending on destination.

 

2. FedEx International Shipping

-       FedEx International Economy

Shipping for first item is at USD$23.50. Each additional item will be USD$0.50.

It takes an estimate of 3 – 5 business days to reach, depending on destination.

 

-       FedEx International Prority

Shipping for first item is at USD$35. Each additional item will be USD$0.50.

It takes an estimate of 1 – 3 business days to reach, depending on destination.

   

How long do you take to ship out my order?

We aim to dispatch all customer orders within 48 hours, with the exception of weekends. For festive season and public holidays, order dispatch may take up to 3 - 5 days in these cases.

 

Why is my order not shipped yet?

This may be because your payment has not been verified by Paypal. Payment via e-check may take up to 1 – 2 weeks to clear. Once payment is cleared, orders will be processed and shipped out.

 

How long does it take for my order to reach me?

This depends on your location and chosen delivery method. Please refer to Shipping & Delivery.

 

How can I track my order?

1. Economy Shipping (International)

You will receive an ‘Order Shipped’ email notification once your order has been shipped. You can track your parcel with the given parcel tracking number at http://singpost.com.

Online tracking with scan status up to the despatch of the item from Singapore to overseas is available for all destinations.

Tracking information after despatch from Singapore is subjected to the destination post's availability.

 2. FedEx International Economy & FedEx International Priority

You will receive an ‘Order Shipped’ email notification once your order has been shipped. You can track your parcel with the given parcel tracking number at https://www.fedex.com/apps/fedextrack/?action=track

 

I still have not received my parcel. What do I do?

Please refer to Shipping & Delivery for the estimated delivery duration.

Instances such as customs clearance, high volume of parcels, parcel transit, festive season, weather condition can affect delivery duration. These instances are unfortunately beyond our control and we will not be able to refund the order.

For rush orders or special occasions such as Wedding, Birthday, Bridal Shower, Christmas, we highly recommend that you purchase your order at least 6 - 8 weeks in advance or purchase FedEx International Express shipping to reach you in a good time.

If parcel does not reach within the shipping period, please email to hello@jcojewellery.com with your updated shipping address and contact number to facilitate our checking of your parcel.

 

I was told that I need to pay custom duties/taxes for my parcel. What do I do?

Buyers are responsible for any and all duties and custom charges that may be incurred. We are unable to predict any custom duties/taxes due to different regulations in different countries.

 

I cannot track my order. Why is that so?

 Online tracking with scan status up to the despatch of the item from Singapore to overseas is available for all destinations.

 Tracking information after despatch from Singapore is subjected to the destination post's availability.

 If online tracking is not available in destination country, the reference number can be quoted to your local post office.

 

EXCHANGES & RETURNS

 

Can I return or exchange my purchase?

In the interest of hygiene and for protection of all customers, earrings and pierced jewellery are excluded from exchanges and returns. This exclusion arises from Health and Safety consideration and to prevent spread of possible infections. 

 

I have received an incorrect item, what should I do?

If you believe you have received the wrong item, contact us at hello@jcojewellery.com with the email titled “Incorrect Item Received - [Insert Order ID]”. Together with this e-mail, please provide us with your Order ID and a clear snapshot of incorrect product received.

 

I have received a defective item, what should I do?

If you believe you have received a defective item, contact us at hello@jcojewellery.com with the email titled “Defective Item Received - [Insert Order ID]”. Together with this e-mail, please provide us with your Order ID and a clear snapshot of the defect followed by a detailed description of the defect. 

 

Upon receiving your email, our Customer Care Officer will assess your situation on a case by case basis.

 

My mail is bounced back to you. What should I do?

This may be because

-       Parcel is left unclaimed at the post office after a stipulated period

-       Address is incomplete

-       Address is incorrect

 

It is the buyer’s responsibility and will have to pay for the additional shipping fee back to the buyer, inclusive of purchases using free shipping promotion code. A package returned to us by the postal service as undeliverable or unclaimed, or a package refused by the addressee for any reason, is not an authorized return. As such, it may not be eligible for a refund of the cost of merchandise, at our discretion.

WHOLESALE

I am a wholesaler. How do I make purchase?

Wholesale purchase with low minimum purchase is available. We provide exclusive rates for our wholesalers.

Feel free to contact jennykwang@jcojewellery.com for further details.

 

CUSTOMER CARE

 

How do I maintain my jewelry?

All jewelry should be taken off before showering/swimming/exercising, and kept clean & dry in a closed storage when not in use. Jewelry should be properly cleaned from time to time to maintain the product.

 

Is my personal information kept private?

Yes. We treat all customers' personal information with utmost confidentiality. You can refer to our Privacy Policy for a better idea of how your information will be used on our site.