FAQ – Familiar Jewelry

general

1. What currency is your website in?

All our products are displayed in SGD (Singapore Dollars) by default. You may also choose to view it in AUD, Euros, GB Pounds and Euros.

2. I would like to customise!

We do encourage customisation such as choosing from your favourite type of pearls across our various collections. Connect with Us and share more about what you have in mind, we'd love to hear!

orders

3. How do I check the status of my order?

Once your order is shipped, you will receive a confirmation email that includes your tracking number (only if you've opted for Registered or Economy Shipping). If you've not received the confirmation email, please Contact Us.

4. I need to cancel or change my order please!

Kindly Contact Us before 12AM SGT on the date which the order was placed. We will do our best to resolve if the item has yet been shipped out. However, once you have received your final confirmation email, we may not be able to change your order.

5. I've yet to receive my order. What happened and what should I do?

If you've opted for complimentary Standard Shipping, there could be major delays due to the global pandemic. We seek your kind understanding to wait it out a few weeks as our parcels mostly make their way to their rightful owners in due time - this could take up to 12 weeks. If you need your order by a certain date, we strongly urge you to opt for Economy Shipping, which takes 5-7 business days. More on Shipping options.

Apologies, Familiar Jewelry is not liable for lost and damaged packages once they've been consigned but we're happy to help where we can.

Do ensure that you've entered your address accurately before checking out! And that your shipping location is secure.

6. Why do my Familiar Jewels look different from the pictures?

Embrace uniqueness! Any inconsistencies are due to the natural characteristics of the materials and should not be considered defects. Rest assured that all our jewels are lovingly assembled by hand with an obsession to detail and perfection in our studio.

7. What if my item arrives damaged?

Apologies about this! Please Contact Us right away.

care

8. My Familiar Jewelry has tarnished, what can I do?

Tarnish occurs naturally since our jewelry gets are exposed to dust, humidity and air.

You can polish your sterling silver jewelry with a polishing cloth and organic lemon oil to return its original luster and shine. Lemon oil works as a great pick-me-up too!

A patina (darker oxidised parts) develops over time and they're a great way to accentuate details, and makes your jewelry even more unique. You can avoid removing the patina by cleaning the jewelry gently in warm soapy water.

When unused, be sure to store them in our plush pouches, gifted with every order.

9. My Familiar Jewelry pearls are stained, what can I do?

Pearls require a little more TLC, only clean them if you really have to. You can use gentle baby soap or a mild shampoo to gently clean your pearls only when necessary.

Keep your pearls looking beautiful by putting them on only after you've applied your cosmetics, lotions and perfume. Let them dry before adorning the beautiful pearls. Do remember to keep your pearls aside before swimming and showering.

When unused, be sure to store them in our plush pouches, gifted with every order.

10. What if my Familiar Jewelry gets damaged?

Not to worry, we offer repairs at no charge for up to 1 year following purchase (under all reasonable circumstances). For purchases past 1 year, repairs will be subject to a fee assessed on a case-by-case basis. Kindly Contact Us with your order number, pictures and specific repair request to determine whether a repair can be accommodated and the associated charge.

returns and refunds

11. What is your return policy?

We accept all international returns within 14 days of delivery. If you are returning a product please Contact Us. If a request is not sent within 14 days of delivery, you will be ineligible for a refund.

Note: Custom orders are final sale and are not eligible for returns.

Please return all unused items enclosed in a padded bag or box for protection. All sale items purchased, including sample sale pieces, are considered final sale and are not eligible for a refund or return. Postage will be at the buyer's expense. We recommend using registered/trackable post as we do not hold responsibility for lost packages.

12. What if I want to exchange my order?

If your item was purchased at full price and is unworn/unused within 14 days of delivery, you are eligible to exchange your item for a product of equal or lesser value, or top-up the excess. Please Contact Us to arrange for your exchange.

13. When can I expect my refund?

Refunds are issued within 2 business day of our receipt of the returned product.

14. Can I return or refund discounted items / sale items?

All sale items are final sale. They’re eligible for exchange only. You can top-up the excess amount if required.