FAQ

Products

What if the size or length that I require is not available as one of the variation option?

If your required size is not listed as one of the options, please write in to us at hello@accentatelier.com stating the model and the size/length required and we will try to make it for you in your required size/length.

Can you custom make something for me?

If you have something that you would like to custom make, kindly drop us an email at hello@accentatelier.com , giving us as much details as possible. The following information is required in order for us to determine if we are able to make it and in order for us to give you an estimated price quote. 

  • Photo reference 
  • Dimensions
  • Size/length required
  • Material you want to have it made in
  • Your budget ( if any ) 
  • When do you need the item to be completed ( if it is for a gift )

Why are all solid 14k gold accents on preorder only?

Due to the number of designs and sizes that we are looking to make available to all our shoppers, we are unable to have everything made instock in large quantities. Therefore, our 14k solid gold accents are all made to order and will be ready to ship within 2 weeks from date of order placed. 

Is there any warranty for my accents purchased on Accent Atelier?

Unfortunately, all jewellery are to be worn with care and we will not be responsible for any wear and tear/ damages. However, in the unlikely event that you received an order that you believe is defective, please reach out to us via email at hello@accentatelier.com within 7 days from the date you received your order and attach clear images of the defective item so that we can investigate and make it right for you.

Orders

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.accentatelier/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch with us via email at hello@accentatelier.com or fill in our contact form  to check in with us, just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Can I cancel or make changes to my order?

All orders are final once they have been processed. Once the order has been placed and payment has been made, we are unable to cancel your order.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online. If you require a size change, please send in a return/exchange request after receiving your order. Do note that custom orders, earrings, and items that have been personalised are not eligible for exchange/returns. 

Payment & Pricing

Which currency are the prices listed in?

All prices are listed in Singapore Dollar (SGD) by default. You can change the currency displayed on the bottom left on our website ( desktop ) or on the bottom of our website ( mobile ). 

All charges will be billed in SGD during checkout.

What payment methods do you accept?

We accept payments using all major credit/debit cards or PayPal.

Shipping & Delivery

Which countries do you ship to?

We ship to the following countries at the moment: 

  • Singapore
  • Malaysia
  • Thailand
  • Indonesia
  • Philippines
  • Vietnam
  • Taiwan
  • Hongkong
  • China
  • Japan
  • Australia
  • USA
  • UK

If your country is not listed and you would like to purchase something from our store, please contact us via email, stating your address for us to check if we are able to make your order happen. 

What is the shipping fee and delivery time?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered.

Please refer to the following table for postage fees for your respective destination countries and the corresponding estimated delivery time for your order to get to you. If your order value is more than $80, we provide free shipping within Singapore.

Do I need to pay any customs/import duties and taxes?

There is no need to pay any customs/import duties and taxes for all Singapore orders. 

IMPORTANT NOTE FOR INTERNATIONAL ORDERS:

The buyer is responsible for any taxes, customs charges, and duties incurred on their purchases or shipment of the item that are determined by the customs agency within the destination country. More information can be obtained by contacting your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

Can I self collect my order?

We are still working hard to be able to own a space at the moment. Unfortunately, self collecting of your orders will not be available till then. 

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order here.

Exchanges & Returns

Can I return or exchange an item?

To maintain strict hygiene standards, we cannot accept returns on any jewellery items once they have been worn or used. This policy ensures that every customer receives brand-new, unworn jewelry of the highest quality.

Please note that any jewellery items that have been customized or personalized according to your specific requests cannot be returned/exchanged. This includes items with engraved messages, custom designs, or alterations made to the original product.

All sale items and earrings are also non-returnable and non-refundable. Please review the product description and pricing carefully before purchasing these items, as they are considered a final sale.

Exception for Damaged or Defective Items: In the unlikely event that you receive a damaged or defective item, please contact us at hello@accentatelier.com within 7 days of receiving your order. Proof of damage or defect may be required, such as photographs or a detailed description.

Exception for wrongly packed Items: In the unlikely event that you receive an item that is not in the correct size or colour that you have ordered, please contact us at hello@accentatelier.com within 7 days of receiving your order. 

We will gladly assist you with the necessary steps to resolve the above two issues promptly. 

Gift Card

Do you sell gift cards?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift cards are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher here for the value of $25, $50, $100 or $200. 

When does my gift card expire?

Our electronic gift cards are valid for 1 year from the date of issue and you can use it in our webstore to purchase items of the same value or higher.