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F.A.Q.

Orders & Payments

What payment methods does On Cheong Jewellery E-Shop accept and is it safe to use my credit card online?

All major credit cards are accepted and processed via Stripe, a secure online payment gateway. On Cheong Jewellery E-Shop is secured with SSL security. Please refer to our Privacy Policy for more details.

What if I can't find the right size for the ring I like? What should I do?

If you are unable to find the right size for your ring/necklace/bangle, please click ‘Request a quote’ button on the Product Page and complete the form. Our Customer Service Representative will contact you.

Can I change or amend my order once it has been placed?

You would not be able to change or amend your order once it has been placed and paid for. Hence, it is advisable that you double-check your order before you proceed to make payment.

Delivery

Which delivery agent do you engaged?

All orders will be delivered by our own staff and we do not allow placement of parcels in a secluded location. Otherwise, On Cheong Co. Pte. Ltd. will not be liable for misplaced or lost parcel. Alternatively, if you prefer to pick up the item(s) at our store, please email us at info@oncheong.com and we will make the necessary arrangement at our HQ South Bridge Branch.

When will I receive my item?

Our customer service team will send you an email to confirm your scheduled delivery date and time slot within 2 working days after receiving your order. We will call you 1-2 working days prior to your scheduled delivery date to advise on your delivery time slot. Should you have missed our call, our team will SMS/Whatsapp the information to you. Should the SMS/Whatsapp be not acknowledged, your scheduled delivery will be cancelled for that day. It is your due diligence to acknowledge our message within 24 hours of our message sent, else we will have to cancel your delivery for that day. Kindly contact us again for a store pick up arrangement.

Can I have my item to be delivered during the public holidays?

Our deliveries are made in general from Monday to Friday, from 11am to 6pm. We do not have deliveries on Saturday, Sundays and Public Holidays. All estimated time is calculated on a working day basis.

I would like to reschedule my delivery date or time slot, what should I do?

Customers may reschedule the delivery or time slot at least 1 working day before the scheduled delivery date; subjected to availability of next delivery slot. Please email to info@oncheong.com with the subject: Reschedule of delivery date/time slot, attached with your receipt and stating the original scheduled delivery date and time slot.

Upon receival of the item

Upon receival of the item(s) delivered, damage(s) detected by the receiving party should be reported to the delivery personnel on the spot, before the departure of the said personnel. Damage(s) will be penned and recorded on the delivery order (may be a digital or hard copy DO). For the purpose of expediting the case investigation, kindly send an email to info@oncheong.com in which the content to include photos and/or videos accompanied by a detailed explanation of the damage(s) suffered by the item(s). You will be given a reply within 3 working days with regards to the damage(s) to the item(s).

It is advised for the receiving personnel to inspect the item(s) delivered before signing the delivery order as that represents the acceptance of the item(s) received to be in condition appropriate for usage and without damage.

Do you deliver outside Singapore?

Unfortunately, we do not offer international delivery. The delivery country must always be the same country in which the purchase was made. We currently only deliver within Singapore Island.

On Cheong Jewellery personalised gift services

Add a personal touch to your gift for your loved ones! All jewellery purchased from On Cheong Jewellery will be presented in a distinctive On Cheong Jewellery gold jewellery box in a gift bag. We also offer gift-wrapping and handwritten gift card on request.

Exchange & Returns

What is your return policy for online purchases?

We only offer exchange of product(s) if you have a change of mind after the purchase made on On Cheong Jewellery E-Shop. For more info, please look at “Do you have an exchange policy?” Or email to info@oncheong.com and it will be advised on case by case basis.

Do you have an exchange policy?

In the event you change your mind of item you purchased, please send an email to info@oncheong.com to request for an exchange with attaching an image of the item. After receiving an acknowledgement email, bring along your item and receipt to any of our On Cheong Jewellery showroom, you can exchange it for other items of higher value (required to top up the difference) within 7 days upon receiving your items.
Exchanged items must be in its original condition, unused and not damaged in any way. All tags and original packing must also be fully intact. On Cheong Jewellery reserves the right to reject, at its sole and absolute discretion, any exchange request, if these conditions are not met. There will be no cash refunds in any part or in full.

I have received a damaged item via delivery. What should I do?

In the unlikely event that you have received a damaged item, please contact On Cheong Jewellery immediately at info@oncheong.com.

Please note that On Cheong will have taken photographs of all items prior to shipping. This is in an effort to avoid potential dispute as to when or how damage has occurred. Likewise, please take photographs of the alleged damage immediately. This should be attached in your email to us reporting the damage.

Upon receipt of your email, and verification that the item received is in damaged condition, On Cheong will advise you on the return procedure to the On Cheong’s Headquarter @ South Bridge.

On Cheong will advise on the return procedure. Should the exchange item be of a higher value, you will be required to top up the difference.

All tags and original packing must be fully intact. On Cheong Co. Pte. Ltd. reserves the right to reject, at its sole and absolute discretion, any exchange request, if these conditions are not met.

There will be no cash refund in any part or in full.