FREQUENTLY ASKED QUESTIONS

Most Popular Questions

1. When will my JL Heart order ship?

Orders are processed and shipped within 1-3 workings days. For customized orders that may take longer than that, we will send you a separate email to update you.

2. How are the jewellery wrapped?

We gift wrap items in a gift box. If you order more than 1 item, please indicate if you would like them individually gift wrapped with individual gift cards. That way, we can all be eco-friendly and save on a bit of packaging. Items are packed to ensure that they will arrive in good condition to you.

3. I intend my order as a gift. Can you send it directly to the recipient?

Yes, for sure! We don't include printed invoices within the package, so you can gift with peace of mind. If you have a special message you'd like us to pen for you on the gift card, we can also help.

4. What is the best way to contact customer service?

Please send us an email at enquiry@jlheartonline.com and we will respond within 24 hours. 

5. Do you have a physical store?

Our online store features all our jewellery. We showcase a limited range of our jewellery at Naiise stores.

6. Can you customize a piece of jewellery for me?

Love to! Send us an email at enquiry@jlheartonline.com for further discussion.


Shipping

1. Which carrier do you use to ship my orders?

Orders within Singapore are shipped using Singpost SmartPac. International orders are shipped using SingPost Registered Mail.

2. Do you ship internationally?

Yes, other than Singapore, we have shipped to Malaysia, Indonesia, Philippines, USA, Australia, Canada, Europe, Russia and many more places.

3. How much does shipping cost?

For now, it's totally free! Local shipping within Singapore and even international shipping is free. However, if you need it more urgently, you will need to pay for courier (within Singapore), or use Fedex (out of Singapore). These charges will be calculated upon checkout once you key in your address. You can still choose to Free Shipping at that point.

4. How long does it take for the items to reach me?

Orders within Singapore take about 2 working days to reach you from the day the items are posted. For international orders, please allow 5-21 days, depending on whether your place is near the main city centre.

5. I need the items urgently, can you help?

Sure! For orders within Singapore, you can top up S$7 for Taqbin courier services to receive the item by the next working day. For international orders, you need to select Fedex shipping upon checkout to get an estimate of the shipping charges for delivery within 3 working days. 


Returns and Exchanges

1. I'm getting this for a friend but I'm not sure if she'll like it. Can she exchange it for something else, just in case?

Sure! Simple email us at enquiry@jlheartonline.com and we'd gladly do an exchange.

2. I just received my order and would like to return part of it. Is that possible?

Yes, please send us an email at enquiry@jlheartonline.com to inform us. When you send the returned items back, please ensure that the items are packed safely and securely, preferably in the original packaging we sent the items in.

3. Do you accept return for all products?

We accept all returns except for those marked "Sale", Customized or Personalized items such as name bar pendants. Items that have been used or damaged by the customer also do not qualify for returns.

4. Where do I send the items to be returned?

Please send returned items to:

JL Heart
81 Ubi Ave 4
#05-19 UB.One
Singapore 408830

5. How will I know if you have received my returned products?

We will send you an email acknowledging the items once we receive them. Your refund with Paypal or exchange to store credits will be processed within 20 days.

6. Can I exchange the item I bought with another one listed on your website?

You can use the store credits to get the new item you want.



Payment

1. What payment methods do you accept?

We accept payment by Paypal.



2. I'm based in Singapore. Can I pay by bank transfer?

If you'd like to pay by bank transfer, please email us at enquiry@jlheartonline.com. We are only able to reserve your items for 24 hours. We will release the items reserved back to the online store if payment is not received within 24 hours.



3. Do you need my credit card details?

We do not require your credit card details. You are using Paypal, a secure payment gateway to pay for your order. Paypal is a trusted payment network that has policies in place to protect consumers.