Exchange and Return

Click Here To Submit Exchange Form: 

We understand that you can change your mind. We offer a one-time exchange/return for most of the products purchased from us. 

 How do I submit an exchange request?

• Enter your order number and email address in the fields above and click Start.
• Follow the instructions.
• You will get a confirmation email with the shipping guidelines once the return request is approved.

Exchange Timeline:

• Please submit the online Exchange Request form.
• You will receive our email notification on your Exchange status within 5 working days.This is to ensure that your order is eligible for exchange. 
• The item(s) will have to reach us within 30 days from the date you receive your order. 

Terms of Exchange:

• They must be in original condition.
• Unwashed and unworn.
• In the original packaging.

Products that cannot be exchanged, returned or refunded:

1. Engraved products
2. Adjustable / resizable rings
3. Earrings
4. Necklaces
5. Bracelets
6. Fabric, ropes or leather products 
7. Customised/ Personalised Items. 
8. Free gifts. 
9. Lighted Boxes (Ring, Necklace, Bracelet...etc).

Exchange Policy:

1. The exchange is one-time.
2. The exchange is free-of-charge. We just ask that you bear the return postage back to us.
3. Please return using only registered mail with tracking number as we will not be responsible for any lost mail.
4. Items must be returned in their original condition and packaging, in padded packaging to prevent damage. 
5. All items that require exchange within the same order must be consolidated and returned as one, any subsequent exchange of the same order made after the first, will not be entertained.
6. We reserve the right to reject item(s) received in an unsuitable or incomplete condition, such as damaged, worn out, washed, altered or stained. 
7. For size or product change after purchase or after payment has been made will be considered as an exchange. This is applicable to items that have not been delivered.
8. We are unable to exchange products with engraving service ordered. 
9. Engraving accuracy is on spellings in English only. Uppercase, lowercase, symbols, fonts and other languages apart from English are as on best effort basis due to different engraving methods used for different items.
   
   
10. Please note that exchange credits is solely to be used on products and cannot be used for same-day delivery charges.
    
    

How soon will I get my exchange?

• Once your parcel is received and inspected, you will receive a notification from us. We will notify you if your item is eligible for an exchange.
• Your exchange will then be processed or returned.
• For items eligible for Exchange, you will receive an email containing the Exchange Credits from us. This will be the amount that you have paid for the items/products. 
• You can then use the Exchange Credits to select another product or size on our website.
• Exchange period is dependant on the design and size availablity. It normally takes 3-4 working days for items marked 'Express Delivery' and approximately 7 to 14 working days for the Normal Delivery option. Customised items like engraving might take an additional 1-2 working days.

I paid for Same Day delivery when I first purchased the item(s). If I submit for an exchange, will I be reimbursed the delivery charge that I paid?

• It is important to note that the Exchange Credits will always only be for the price of the product(s). If you have paid for Same Day delivery, only the amount of the product will be reimbursed in Exchange Credits. For example, you bought an item for $100 and paid extra $25 for Same Day delivery charge. When you submit for an exchange, only $100 will be reimbursed in Exchange Credits. 

 
RETURN POLICY:

1. The return is one-time.
2. Refunds for all returns will be in store credits, to be redeemed for your next purchase. This applies to items purchased but not received as well.
3. Store credits will be issued after we receive the return item(s). The validity of the store credits will be 1 month from the date of issuance. 
4. Store credits can be used for all items sold on the website. 
5. We do not charge for returns, we just ask that you bear the return postage back to us.
6. Please return using only registered mail with tracking number as we will not be responsible for any lost mail.
7. Items must be returned in their original condition and packaging, in padded packaging to prevent damage. 
8. All items within the same order must be consolidated and returned as one. Any subsequent returns of the same order made after the first, will not be entertained.
9. We reserve the right to reject item(s) received is in an unsuitable or incomplete condition, such as damaged, worn out, washed, altered or stained. 

Refund Policy:

1. This policy refers to items ordered but not received. 
2. Refunds will be in store credits, to be redeemed for your next purchase. 
3. The validity of the store credits will be 1 month from the date of issuance. 
4. We do not charge for refunds. 
5. Store credits can be used for all items sold on the website. 

Defective Items:

If you received a damaged, defective, or incorrect item, you can request a replacement by emailing to support@tiara.com.sg. In the email, please indicate your order number and an image clearly showing the defects or incorrect item (s).

1. Defective items must be reported within 7 days of receiving the items.

2. Returns must be unworn and in the condition you received them (worn returned products will not be replaced).

3. Please note that defective items sent back to us without approval, will not be processed. In order to authorize the return of a defective item, please email us.

4. Despite every effort to provide accurate images of each product's colour and design, actual colours and stones patterns may vary slightly, due to the natural stone properties or photographic lighting sources or your monitor settings. Therefore, product colour difference will not be considered a defect or wrong item.

5. For engraved items, the replacement will be based on the same design and size (for rings).

Use of Ring Sizer:

We provide ring sizers free-of-charge for our customers who are unsure about their sizes. These are our terms of use. 

1. All the available ring sizes are indicated on the product page. 
2. In the event if a size required is not available, our customers will opt for another ring design which carries the required size. 
3. In the event if there are no sizes or designs suitable, store credits of the same amount paid will be issued for your next purchase. 
4. The validity of the store credits will be 1 month from the date of issuance. 
5. Store credits can be used for all items sold on the website. 

Other Information:

1. The address for Exchange/Return: My Mail Box 883971 Singapore 919191
2. Please send by registered mail by post office only, do not use courier to send back.
3. One for one exchange for most international parcels is temporary unavailable. Alternative solutions will be provided once the exchange form has been summitted. 
4. To contact us, please email to support@tiara.com.sg