FAQ

What is Pre-order?

Pre-order items are sold out bestsellers that are currently being re-ordered. These jewels will come back in stock on a specific date as stated.

If you have pre-ordered item/s within your order, the whole order will be placed on hold and shipped altogether when the item/s are back in stock (within the timeframe stated on the pre-order product page).

 

Do you provide gift wrapping?

Yes, just select gift box as a selection when you check out. Your order will be packed nicely in our Gung gift box. 

While we adorn you with jewellery, mother nature is also on our mind. We want to minimise the detrimental effects of packaging on the environment, so we choose to use sustainable and reusable packaging.

Please note that we will fit up to 3 items in a jewelry box, unless it's stated for gifting purpose. 

Besides, you can opt for velvet pouches as an option as less paper means less trees are cut down. 

 

Can I return a product?

Gung Jewellery has a 14 business days return policy, any return must be requested and shipped/postmarked within 14 days of receipt.

All returns must be unworn, have no signs of wear or damage, in its original condition with tags still attached (if any) and in all original packaging (box and pouch included). 

Refunds can be applied only on non-promotional items. Pierced earrings are non-refundable or non-exchangeable for reasons of hygiene and safety, unless faulty. 

Should the returned item not meet the above return guidelines, Gung Jewellery has the right to deny a return and have the item re-shipped to customers.

 

What is GUNG’s return / exchange policy?

Kindly note that returns or exchanges are NOT allowed in the circumstances outlined below:
  • Change of mind
  • Earrings due to hygiene purposes
  • Sets containing earrings 
  • FINAL SALE items 
  • Chain breakage and tarnished products due to improper care. Kindly refer here on how to care for your jewels
  • Personalisation

Will my shipping fee be refunded?

Please note your original shipping fee is not refundable and will be deducted from the refundable amount. The cost of the return parcel will be borne by you. 

We recommend shipping the parcel with the most cost-effective shipping method that is available, which includes tracking.

 

What should I do if I receive a faulty/damaged product?

We are very sorry if you received a faulty or damaged product, we are more than happy to offer a full refund or exchange, please contact us within 14 days of receipt.

The cost of the return parcel and delivery will be borne by Gung Jewellery due to our mistake.

 

What should I do if I receive a wrong product?

We are very sorry if you received a product different from the one that you ordered. Please contact us within 14 days and we will be sure to get you the jewels you ordered!

The cost of the return parcel and delivery will be borne by Gung Jewellery due to our mistake.

  

 

    When will I receive my refunds?

    You shall receive a refund in the account that you initially used to purchase the order. Once your order arrives back to us, it may take up to 7-14 business days to proceed. We’ll be in touch via email with an update.

     

    What currency will my order be processed in?

    All orders and final invoices are in US Dollars (USD). The currency converter is a convenient tool for your reference only.

    Final credit card and PayPal debited amount may vary based on currency fluctuations and bank commissions.

    We encourage customers to contact the bank that they are using to get the accurate price conversion rate and any bank commissions related to the transaction.

     

    What form of payment do you accept?

    We currently accept payment from major credit cards, debit cards, and PayPal. You can checkout using eGHL or PayPal for credit card users. 

    For Malaysia customers, we accept local bank transfer through FPX and local e-wallets. Kindly checkout with eGHL payment for that.   

     

    Can I cancel my order?

    No cancellation is allowed after an order has been placed.

     

    How do I know if my order is confirmed?

    You will receive an order confirmation email a few minutes after you place your order. If it does not appear in your inbox, it may be in your junk or spam folders. You can also review the details of your order from your Gung Jewellery account.

     

    How do I track my parcel?

    Once your order is shipped, you will receive a tracking number via email so you can keep an eye on its delivery activity while it makes its way to you. You can also log in to your Gung Jewellery account and review the order status.

     

    Will I be charged handling fees, duties and taxes?

    Your order is not include taxes and duties. This means your parcel may incur customs duties and taxes by your local customs office.

    Please consult your local customs agency for more information. If applicable, you will be required to pay such fees upon receiving your order.