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CHARMS COLLECTION UP TO 30% OFF

FREE SAMPUL RAYA WHEN YOU SPEND RM100

COMPLIMENTARY DUMPLING POUCH WHEN YOU SPEND RM250

FAQ

Shipping & Delivery

Where do you ship to?

Moment Jewellery currently ships to the following countries via PickUpp, DHL Express and GDex Express:


Malaysia, Singapore, Hong Kong, Taiwan, Australia, Vietnam, Philippines, Indonesia, Brunei, United Kingdom and South Korea.


If the country you are in is not listed above, kindly email us at hello@momentjewellery.co for quotation of the delivery rates.

What are the shipping rates and delivery times?

West Malaysia

Shipping Rate – RM6.00 (Free Shipping on
orders above RM150)

Delivery Time – Up to 3 Working Days

 

East Malaysia

Shipping Rate – RM15.00 (Free Shipping on
orders above RM200)

Delivery Time – 3 – 5 Working Days

 

Singapore

Shipping Rate – RM20.00 (Free Shipping on
orders above RM250)

Delivery Time – 3 Working Days

 

Hong Kong

Shipping Rate – RM40.00 (Free Shipping on
orders above RM400)

Delivery Time – 5 Working Days

Can I opt for same day delivery?

Yes, you can opt for same day delivery provided the items are ready stock. The delivery fees will be borne by you.


Alternatively, you could also arrange same day delivery yourself via Grab, Lalamove or other carrier company to collect your items.


Please email us at hello@momentjewellery.co or whatsapp us at +60 19 7226285 for the arrangement.

Orders & Fulfilment

How long it takes to process my order?

Our orders will be processed within 2-5 working days.


If you need the item(s) urgently, kindly email us at hello@momentjewellery.co or whatsapp us at +60 197226285 for the arrangement.

How do I track my order?

After your order has been fulfilled, you will receive the tracking number in a confirmation email from us. The email also includes a link for you to track your parcel.


However, if you have not received the tracking number for a backorder item within 10 working days from the day you placed your order, kindly email us at hello@momentjewellery.co or whatsapp us at +60 19 7226285.

I have a change of mind and would like to change my shipping address? How do I do that?

As long as we have not fulfilled your order, you can always inform us by providing your order details and new shipping address. Kindly email us at hello@momentjewellery.co or whatsapp us at +60 19 7226285.

Can I amend/cancel my order after it has been placed?

We are happy to accommodate any order changes within 8 hours after you place the order or before the order has been fulfilled, whichever is later. Kindly email us at hello@momentjewellery.co or whatsapp us at +60 19 7226285.

What if I have a backorder item in my order?

If you have a backorder item in your order, it will be on hold and shipped together when the backorder item has arrived. However, if you would like us to send out the ready stock item(s) first, please contact us and we shall arrange accordingly.

Returns and Refunds

What if I received a wrong/faulty item?

If you received a wrong item or item which consists of the following damages, we will provide an exchange or refund once an inspection is done, and provided the damage(s) was/were informed to us within 14 days upon receipt of the item:

(a) the clasps, jump rings, alphabet, pendant or chains
are disconnected;

(b) the alphabet and/or pendant broken into pieces;

(c) earrings were detached upon receipt.


Other damages that do not fall into the list above shall then be handle on a case-by-case basis.


Kindly email us at hello@momentjewellery.co or whatsapp us at +60 197226285, attaching a clear picture of the jewellery and description of the damage.

What is the return progress?

In the case where you received a wrong or faulty item, the cost of the return parcel and delivery shall be borne by us.


Once your returned item is received and inspected by us, we shall notify you on the approval of the refund and this will usually take 3 working days after we have received the returned item. 


Please take note that the approval of the refund is subject to the conditions of the returned item – the item must be in unworn condition and in original packaging. There will be a RM20 fee charge if you failed to return the item with its original packaging.

Can I return an item if I have a change of mind?

All goods sold are not refundable or exchangeable, unless the item received turned out to be faulty.

How long it takes to receive my refunds?

You shall receive the refund within 7 working days from the date we received your returned parcel.

Personalised & Engraving Items

How long it takes to process all personalised and engraving items?

It will take us 2-5 working days (depending on whether it is a peak season) to process your order as our personalised and engraving items are ready stock, unless stated otherwise.

Can I return and refund personalised and engraving items?

Unfortunately, returns and refunds are not applicable for personalized and engraving items unless you received a wrong item or the item turned out faulty.

Gift Wrap & Packaging

What the packaging consists of?

Our packaging consists of a gift box, a handwritten message card for you to write your message and a jewellery pouch that are made of high quality microfibre leather, made specially to store your jewellery. A paper bag will also be provided for your gifting pleasure.


By having our environment’s interest in mind, we are committed to sustainability and seek to reduce waste consumption in every possible way. Therefore, we will fill up at least 3 items in the gift box unless the gift wrap option is ticked upon checkout.

Do you include receipts in the parcel?

We do not include physical receipts in the parcel, therefore the order confirmation email you received would be a digital receipt for your safe keeping in the event the recipient would like to return the item when he/she received a wrong or faulty item.


Kindly check with us if you have not received your order confirmation email within 2 working days after you place your order with us. Don’t forget to check your spam and junk mail box too.

 

Do you provide gift cards?

Yes we do! Once the payment has been made, an email will be send to the recipient. The email consists of the digital gift card, along with a unique code for your recipient to be entered upon checkout.

Please note that the digital gift card has a lifespan of 1 year from the date of purchase.

Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

How can I access gift cards which were misplaced or never received?

You can click Resend Gift Cards from your order confirmation email. However, note that this link will only work if the order has been fulfilled.

How do I check the gift card balance?

You won't be able to check the gift card balance, but you may approach us and let us help you check the balance.

COMPLIMENTARY DUMPLING POUCH WHEN YOU SPEND RM250

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