Repair & Service

The entire process will take between 14 and 21 business days from the date our store receives the jewellery until the service is complete and the jewellery is ready for collection. The first step in the servicing process is to assess the current state of the jewellery and determine the required level of service.

We ask for your understanding and patience, as our craftsmen need adequate time to complete the repair and service properly to ensure you receive the highest quality results.

An estimated collection date will be communicated to you during the scheduled appointment or before any service is performed, depending on the jewellery’s condition and the scope of the service work. If you wish to collect your jewellery before the scheduled appointment, please contact us, and we will evaluate your request on a case-by-case basis.

The service order details will include all relevant information about the diamond or gemstone recorded during the handover, and the client will receive a copy of this information for validation of ownership during collection.

Important details include, but are not limited to:

• Certified Diamonds (0.30 carats and above): These can be identified by their unique number engraved on the diamond’s girdle.
• Uncertified Diamonds and Gemstones (weighing more than 0.30 carats): Measurements of the diamond or gemstone in millimeters from all dimensions will be taken and recorded during handover for valuation.
• Photographs: A photo of the stone and jewellery will be included in the order details to validate the stone’s authenticity, particularly for verifying gemstone color.

Please note that certain gemstones or diamonds under 0.30 carats do not come with certification. Customers must accept this condition prior to placing an order. You can trust that your jewellery will be treated with the utmost care.

All documented information will be verified twice with the client during the collection procedure to ensure that the stone matches the records in every respect.

We want to assure all our customers that their jewellery will be handled with the utmost care. If a Tailored Jewel product is lost due to carelessness on our part, we will replace it with a similar model. For non-Tailored Jewel products, we may not be able to determine their value; therefore, the company will assess and decide on the most effective manner of compensation on a case-by-case basis.

When sending jewellery to a third-party supplier for repair, maintenance, or service, please be aware that clients must fully understand and accept any associated risks.

Rest assured that Tailored Jewel upholds the highest standards of integrity and work ethic, ensuring that all jewellery entrusted to us is meticulously cared for and that the brand’s credibility is maintained.

Currently, we only accept servicing and repair requests for rings, bracelets, necklaces, and earrings. The price list for these services is available on our website. If you’re unsure whether the service you need is listed, please feel free to contact us, and we’ll be happy to provide further information.

The warranty period for our service is 60 days from the date of completion. This warranty covers only the service work performed on the jewellery. It does not cover scratches or normal wear and tear.

If you believe your jewellery has been damaged as a result of the service, please bring it in for a review. We will investigate the issue to determine the best course of action.

For warranty-covered cases, we will cover the service labour costs. However, any replacement parts needed will be the responsibility of the client.

Return shipping is available only to addresses within Malaysia. Before shipping your jewellery, we will confirm the recipient’s contact information and shipping address with you. We recommend that someone is present to receive the package upon delivery.

When you order from Tailored Jewel, you can be assured that your jewellery is covered by shipping insurance. If your package is lost due to our negligence, we will replace it with a product that matches your original order, following an investigation and assessment.

Please note that non-Tailored Jewel products are not covered by our transit insurance, and responsibility for these items rests solely with the client.

The client will receive an email with the order details and a link to a tracking page for each new service order. From the moment you place an order until your jewellery is delivered, you can track its progress in real-time.

After each resizing, the ring is polished and re-plated with precious metal, ensuring it is returned to you in excellent condition through our refurbishment and restoration process.

Due to the nature of the manufacturing process, clients will only receive the excess gold if the ring size is reduced by more than 6 HK units. For reductions of less than 6 HK units, the excess gold will not be returned.

Changing the size of a ring typically involves cutting into the band at its base (the symmetrical point). Due to the heat used in this process, any engraving in the affected area will be removed. However, the customer’s desired engraving can be restored once the resizing is complete.

Depending on the size of the ring and available space on the band, you can engrave up to 10 characters, including spaces. This includes letters, numbers, and standard keyboard symbols.

For special graphic engravings, please consult with our team. A surcharge may apply for creating custom designs. Tailored Jewel reserves the right to refuse service to anyone at any time.

We currently only accept repair and service requests for rings made of solid gold (14K and 18K) and platinum (PT950). Jewellery plated in gold or platinum will not be accepted. Please check our service page for the latest information on potential repairs for necklaces, bracelets, earrings, and other jewellery in the future.

Our craftsmen will inspect heavily tarnished pieces to assess their usability. Tailored Jewel reserves the right to refuse service if there is a significant risk involved in the servicing work.

We exclusively work with authentic natural diamonds, lab-created diamonds and gemstones (sapphire, emerald, ruby only), and do not handle moissanite, synthetic stones, cubic zirconia, or other gemstones.

Tailored Jewel reserves the right to refuse any service order if the stone is deemed unfit for service work.

The cost for resetting a stone will be determined based on market pricing, considering factors such as size, quality, and availability. For a detailed quote, please contact us.

We are unable to redesign a customer’s ring due to the risk of compromising its structural integrity, which is unknown. As every piece of valuable jewellery holds sentimental value, we recommend restoration rather than redesign. Customers can explore new design customization options from our extensive range of rings.

For standard services, we collaborate with a Malaysian factory that meets our craftsmanship and delivery time standards. For more complex services, the jewellery may need to be serviced by our master craftsmen in Hong Kong or Germany, which may involve a longer delivery time and additional costs.

Tailored Jewel will evaluate each service request individually and will obtain the client’s approval and permission before proceeding.

Since we use a laser for engraving, the letters and numbers will have a blackened burn effect rather than their original precious metal tint. The laser can create lines as thin as 0.01mm, so the engraving does not significantly impact the ring’s appearance or structure.

Clients may consider adding refurbishment after engraving to achieve a more polished look and restore the colour of the engraved characters to match the original precious metal.