Can I amend my order or cancel my order

We will attempt to accommodate order changes prior to shipping confirmation. However, we will not be able to cancel an order once payment is confirmed. Do note that changes to orders may result in shipping delays.
We are unable to accommodate changes or cancellations on special order requests and/or orders that have already been shipped.
If you would like to change an order, please send us an email at [email protected]

What shipping options do you offer?

We offer complimentary standard shipping on all orders within West Malaysia and additional RM15 for shipment to East Malaysia. Standard shipping will be delivered within 5 working days upon order confirmation.

Alternatively, you may choose to pick up the purchased item(s) at any of J. Jade & Jewel Showrooms in Malaysia within 5 working days upon order confirmation.

Vouchers and discounts do not apply to shipping fees and will not be refunded, unless stated otherwise.

Can I collect my orders in store?

Yes, we do offer self-collection at all J. Jade & Jewel showrooms. You will be notified within 5 working days via email/phone when your parcel is ready for collection.

Can I change my billing/shipping address after I have placed an order?

We will attempt to accommodate changes prior to shipping confirmation. However, we will not be able to amend your billing/shipping address once your parcel has been handed to our courier partner.

When will I receive my order?

All orders will be processed immediately upon payment confirmation. You may expect to receive your order within 5 working days via standard shipping/self-collection in stores and 7-10 working days for shipment to East Malaysia (chargeable at RM15 per delivery).

High volume of orders during peak/festive seasons may result in slight delay in shipment. Rest assure that we will get in touch with you should your order be affected.

What happens if I am not available to receive the order at my doorstep?

Please be assured that you will be notified prior to any delivery attempts. Due to security purposes, all orders must be delivered and received by hand. We do not recommend parcels to be placed at an unsecured location. Jade Jewel will not be liable for misplaced or lost parcels should you instruct our courier partner to leave your parcel at an unsecured location.

If you are certain that you are unable to receive the parcel on the delivery day, you may inform our courier partner to reschedule the delivery as we offer up to 2 complimentary redelivery attempts.

Uncollected parcels will be returned to our headquarters and may be chargeable for additional redelivery attempts. Please send us an email at [email protected] for assistance.

What can delay my order?

High volume of orders during peak/festive seasons may result in slight delay in shipment. Rest assure that we will get in touch with you should your order be affected.

Will my orders be insured for shipping?

Yes, we provide complimentary insurance coverage on all orders within Malaysia, so you can be assured that your item(s) will be safely delivered to you.

What is your return and exchange policy?

Return/Exchanges are approved on case-by-case basis. Kindly reach out to us within 7 days of receipt and keep the merchandise in its original purchase condition. This includes packaging and documentation.
Sale of personalised products, 999 pure gold and special orders are final and not eligible for return and exchange.
Please email us at [email protected] for further assistance.

What should I do if I receive a damaged product?

If a package or item delivered to you arrives damaged, please refuse the shipment. You may email us at [email protected]. Our customer service team will assist you.
If you have already accepted the delivery, please retain all relevant packaging materials together with the product in its original condition. Claims for damaged or missing items should be reported within 1 working day upon the receipt of your order. Do note that returns may take up to 10 working days to arrive at our headquarters. Once received, we will examine and advise the next course of action.
In the event the product returned is not damaged, we may at our discretion decide not to replace, repair or refund you for the product and/or require you to pay all reasonable delivery and servicing costs.

What kind of payment methods do you accept?

You can use any of the MasterCard or Visa card to pay for your order via Ipay88.
Do take note that current legislated Goods and Service Tax (GST) applies.

Is my personal information secured when I make payment?

We have taken measures to guarantee all confidential information is secure and safe through the implementation of the latest SSL encryption.
We maintain the utmost respect for your personal information and assure you that we will never sell it to a third party.

We also take fraud very seriously so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

How can I be sure that my personal particulars are protected?

At J. Jade & Jewel, we want to make your shopping experience easy and comfortable, we have taken measures to guarantee all orders you place with us are secure and safe. We maintain the utmost respect for your personal information and guarantee that it will never be released to a third party. Once your order is shipped it is securely insured from our door to yours.

What can I do if the payment for my order is declined?

Check the card details on your Ipay88 account to make sure the information is correct, e.g. the expiry date, card type or your billing address. Make sure you enter the security code (CVV) correctly.
Your card issuer may have declined your payment. Please check with your card issuer for more information.
If you have checked all of the above, try paying with another card. If you have tried all these and are still having problems, contact our Customer Care Team with as many details as you can about the issue – including any error messages you receive and we’ll try to resolve it as soon as we can.

Do you provide cleaning services?

We are happy to assist you in keeping your jewellery at its best condition. Do drop by our stores so we can inspect the merchandise and offer professional cleaning at no charge.

Do you provide engraving services?

Machine engraving is available for merchandise with sufficient space for engraving. Charges will apply. Please contact any Jade&Jewel showroom nearest to you for more information.

Do you provide resizing service?

Resizing service is available at all Jade&Jewel showrooms. Kindly head down to any Jade&Jewel showrooms nearest to you to find out more.

Can my J. Jade & Jewel piece by repaired/restored?

In the event that your jewellery gets damaged or loses its lustre and shine, repair services and in-depth cleaning/polishing services are available. Kindly visit our store with your jewellery so we may assist you.

How can I care for my jewellery pieces?

Remove jewellery during tasks: When performing manual tasks, remove your jewellery to prevent physical damage or exposure to chemicals/cleaning fluids. Some tasks that should be avoided when wearing jewellery include kitchen work, gardening, cleaning the house and other common tasks.

Avoid contact with chemical agents: Putting jewellery on after applying these chemical agents will expose the jewellery to potential damages. Just to name a few, chemical agents include cosmetics, hairspray, perfumes, lotion, hair perming and colouring agents, bleach, detergent, shampoo and other cleaning agents.

Don’t wear jewellery in swimming pools and spas: Chlorinated water can react with the metals found in jewellery causing colour changes and even structural damage. As a result, it is a good idea to remove jewellery before entering the pool or spa.

Sports and jewellery don’t mix: Hard blows during sports can damage jewellery. All jewellery should be removed before play begins to avoid accidental damage. Delicate omega and snake chains should not be worn while sleeping.

Remove your jewellery before bath: Remove all jewellery before taking a shower. Soap can cause a film to form, making the jewellery appear dull and dingy. By preventing the formation of this film, you immediately reduce the occasions of servicing.

How can I clean my jewellery pieces?

Use jewellery polishing cloths: Polish silver or gold products with a jewellery polishing cloth for best results. Use of tissue or paper towels may lead to scratches due to the presence of fibers in these products.

Use warm water to clean jewellery: Using warm water is the best bet when cleaning your own jewellery. Cold water can cause reaction with the cleaning fluids, resulting in discolouration. Sterling Silver is especially susceptible to this problem. Should this occur, it can be remedied by buffing and applying tarnish remover.

Avoid cleaning damaged jewellery: Never clean any jewellery that is damaged, cracked or broken, since the additional handling is likely to worsen the problem. If you find that a piece of jewellery is damaged, it should be set aside for repair as soon as possible.

Get a professional to help: When having your jewellery professionally cleaned, it is a good idea to have each item checked and inspected for any possible problems. Addressing signs of damage or loose gemstones will prevent any further damage or loss. This way, you get to keep all your favourite jewellery pieces in excellent shape for years.

How should I store my jewellery pieces?

Keep your jewellery secure: Store your jewellery in a container and prevent it from moving around. While fabric-lined jewellery boxes are ideal, this can be as simple as using a shoebox and pieces of fabric.

Use anti-tarnish strips: Jewellery may tarnish even when they are not worn, especially silver and gold products. To maintain the lustre of your jewellery, place silver anti-tarnish strips in your storage container to help absorb the oxidants that discolour and tarnish jewellery.

Invest in travel cases: Travelling can be tough on jewellery, so it is wise to use a travel case to protect your favourite pieces. Traditionally made of fabric or leather, a jewellery travel case can carry jewellery of all types and fits easily into most suitcases or makeup cases. A case like this will be a good investment to protect your jewellery on the road.