FAQ
Shipping and Delivery
(a) How long will it take to receive my order?
Our products are handmade with great care, ensuring the highest quality. As a result, delivery typically takes between 7 to 14 working days. If your order is completed sooner, we will expedite shipping at the earliest opportunity.
(b) How do I arrange pick-up or same-day delivery via Lalamove or Grab?
For pick-up or same-day delivery, kindly contact us through Instagram or Email with your order number, name, phone number, and address. Please specify your delivery preferences, and our customer service team will arrange the necessary details with you.
(c) What if I am unavailable for my scheduled pick-up or delivery? Can I arrange for courier services?
Yes, you may contact us via Instagram or Email to request courier services. Please provide your order number, name, phone number, and address. An additional delivery fee will be applied, depending on your location.
(d) Can I combine multiple orders into one shipment?
To ensure accuracy and avoid confusion, all orders are processed and fulfilled separately.
(e) Shipping Rates
All shipping fees are fixed and payable by the customer. For international deliveries, shipping costs may vary based on location.
- Peninsular Malaysia: RM10 per kg
- East Malaysia: RM15 per kg
- International Shipping: Refer to our international delivery service rates on the website.
(f) How do I track my delivery status?
Once your order is dispatched, a unique tracking number will be sent to the email address you provided during checkout. You may track your order using this number. If you do not receive your tracking number, please contact us via Instagram or Email
(g) What should I do if I haven’t received my package?
If your package has not arrived within the expected delivery timeframe, please contact us via Instagram or Email with your order number, name, phone number, and tracking number for further assistance.
Sizing and Customization
(a) How do I measure my wrist, neck, or ankle size?
To determine your correct size, use a measuring tape around the desired area.
- For bracelets, the standard size is 16cm. For a snug fit, wrap the tape slightly tighter. For a looser fit, measure more loosely.
- For anklets, the standard size is 22cm, and you can measure based on your preferred placement on the ankle.
- Necklace sizes vary depending on the collection. Please refer to the product description for specific measurements.
For a more detailed instructions, please visit our SIZE GUIDE.
(b) Can I resize my jewelry after receiving it?
Yes, resizing is available. Please contact us via Instagram or Email to discuss shipping fees and any applicable charges. These costs will be covered by the customer.
(c) Can I resize my item again if I’ve already resized it once?
Yes, we can further resize your item upon request. Please reach out to us via Instagram or Email for additional shipping and resizing charges.
Product Information
(a) Natural Crystals
Natural crystals may contain slight imperfections, such as inclusions, cracks, or other minor variances. These are naturally occurring and not considered defects. As such, we do not entertain requests for "perfect" gemstones. Additionally, please note that due to lighting, angles, or color differences, actual product appearance may vary slightly from photographs.
If you believe there is an issue with your product, please contact us via Instagram or Email with photos or videos for assistance.
(b) Restocking Information
For certain products in our collections (such as necklaces, bracelets, or keychains), restocking may not be available due to the limited supply of crystals. Should you wish to purchase an out-of-stock item, please contact us for more information.
Returns and Exchanges
(a) Can I get a refund or exchange for damaged products?
While we do not offer refunds, we do provide exchanges and product replacements for damaged items. Please contact us via Instagram or Email within three days of receiving your order with photo or video proof of the damage.
(b) What if I receive the wrong product?
In the event of receiving an incorrect item, please contact us via Instagram or Email with your order number, name, and phone number, and we will assist you promptly.
Order Management
(a) I haven’t received an order confirmation email. What should I do?
If you do not receive an order confirmation email within 24 hours of placing your order, please contact us for assistance.
(b) Can I change my delivery address after placing my order?
We understand that changes happen. You may request changes to your delivery address within 24 hours of order confirmation by contacting us via Instagram or Email with your order number, name, phone number, and the updated address. Please note that it is the customer’s responsibility to ensure the correct information is provided during checkout.
(c) Can I request extra pouches or polishing cloths?
Unfortunately, additional pouches or polishing cloths are not available for sale, and we are unable to provide extras beyond what is included with your order.
(d) Can I cancel my order?
We do not accept cancellations once an order has been placed. For any questions, please contact us via Instagram or Email
(e) Can I request separate packaging for items within one order?
In order to minimize environmental waste, we do not provide separate packaging for individual items within a single order.
Contact Information
If you have any questions regarding our FAQ, or need assistance with an issue, please reach out to us at:
Email: admin@nuvujewel.com
Instagram: @nuvujewel.official
