SHIPPING & RETURNS
We've got the goods
Let’s get them to you.
If you make a purchase from us on our website, ‘saintavia.com’, or our social media accounts, ‘@saintavia’ (collectively referred to as the ‘Sites”), these are our shipping guide and return policy.
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SALES TAX AND PRICING
The prices and international shipping costs shown on our Sites include Singapore goods and services tax (GST). All payments must be made in the currency specified on our Sites.
ORDER REVIEW AND CHANGES
Before finalising your order, you will have a chance to review your choices, the information you provided, the total cost of your order, and rectify any input errors. Please take the time to review your order as you will not be able to make any changes after submission.
FULFILMENT
For ready stock items, orders are processed within 2 business days, excluding weekends and public holidays. For all other items, production times are specified at the time of purchase and commence on the first business day following order confirmation.
CANCELLATIONS AND CHANGES
As we aim to process orders quickly, you may be able to change your order within 1 hour of placing the order. Please contact us at info@saintavia.com to do so.
SHIPPING
SHIPPING COST
Within Singapore: complimentary standard shipping (1-3 business days) with Ninja Van or SingPost for all orders.
*Outside Singapore: complimentary international standard shipping (5-15 business days) with Qxpress for orders over SGD 250 or SGD 10 payable at checkout for orders less than SGD 250.
Alternatively, the cost for international express shipping (3-5 business days) with FedEx is SGD 35-50, depending on location. Final shipping amount will be shown during the checkout process before completing your order. Please note that duties and taxes respective to your order value and destination country will also be payable at checkout. We are not responsible for additional unforeseeable duties and tax charges that may occur upon arrival at your destination country.
TRACKING AND DELIVERY
Once your order has been dispatched to our trusted courier, an automated email notification with a tracking number will be sent to you to track your parcel. Our parcels, due to the high value, require a signature on delivery, and if no one is available to sign for the parcel, the courier will attempt redelivery within the next few days before returning it to us.
REDELIVERY
In the case of a missed delivery, you will bear the cost of redelivery. You must ensure the shipping details provided at checkout are accurate. We will not refund or replace orders for any incorrect deliveries that have been sent out for delivery.
COUNTRIES WE DELIVER TO*
Australia, Austria, Belgium, Cambodia, Canada, China, Denmark, Finland, France, Germany, Greece, Hong Kong SAR, Indonesia, Ireland, Italy, Japan, Malaysia, Monaco, Netherlands, New Zealand, Norway, Philippines, Portugal, Qatar, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States, and Vietnam.
RETURNS
RETURNS
Piece(s) purchased directly from us through our official website or Instagram page may be returned for credit in Singapore within 10 business days (for local orders) and 30 business days (for international orders) from the date of delivery.
CONDITION OF PIECE(S)
All eligible pieces must be returned in their original condition, without any signs of wear and damage, and with all original packaging intact. This includes the outer box, jewelry box, jewelry pouch, and warranty card.
INELIGIBLE PIECE(S)
Earrings (unless received defective or damaged), customised/special request piece(s) (unless received defective or damaged), piece(s) on sale, piece(s) purchased from our pop-up events, orders made using promotional codes (except for first order & birthday discounts) or store credits, and shipping fees (if any).
RETURN DELIVERY
It is at the client’s expense to safely return the piece(s) to us and it remains your responsibility until we have provided confirmation of receipt.
Singapore returns: cost of postage is SGD 5. You may also drop the piece(s) off to us if we are holding any physical pop-up events during the return period.
International returns: cost of postage is SGD 15-20, depending on location. Any applicable customs duties or taxes incurred will be deducted from the refundable amount.
CREDIT REFUND
Once we have received and inspected the returned piece(s), we will process your credit refund or replacement within 3 business days. The store credit can be used for future purchases on our website for a period of 1 year. If you have chosen to get a replacement, we will ship the new piece to you as soon as it is ready.
For orders purchased via Grab PayLater, Grab PayLater will adjust the remaining balance and any payments already made will be refunded back to the original payment method.
For orders purchased via Atome, Atome will credit the refund amount to your card that is tagged to your Atome account.
For orders purchased using a gift card, a new gift card will be issued to you via the email provided.
RIGHTS
We reserve the right to reject a return if it does not comply with our return policy or if the piece(s) arrive in a condition that does not reflect our requirements.
RETURN REQUEST
Please contact us at info@saintavia.com to initiate the return process. We will provide you with a return shipping label and instructions on returning the piece(s).
DEFECTS AND REPAIRS
WARRANTY
All our pieces come with a 6-month manufacturer’s warranty from the date of purchase. Within this period, damages to piece(s) or materials that are deemed to be a manufacturing fault or workmanship issue can either be repaired, replaced, or returned for a credit refund. The warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring, broken chain, or the wearing of any gold coating), improper use or storage of your product, and any modification to your product done by a third party outside of saint àvia.
Return shipping is complimentary if the return is due to defect, damage, or an incorrect item. Return policy applies.
Examples of manufacturing faults are as follows:
- Earrings (hoops): the post does not click onto the earring or a part of the post has broken or bent.
- Earrings (studs/flat backs): the earring top is detached from its post, the butterfly back is unable to hold the post securely, or the front post is unable to screw into the back tube.
- Chains: the clasp is loose and does not close properly. (Please note that we may reject a broken chain as we rigorously test the durability of our pieces).
- Materials: oxidation of the solid gold or the loss of gemstones on gemstone-set pieces.
OUTSIDE WARRANTY
Outside the 6-month warranty period, it is at the client’s expense to return the piece(s) to us if you would like your piece(s) repaired. Return shipping costs will be added to your repair invoice, and payment is required before we proceed with repairing your piece(s).
WEAR AND TEAR
If your piece is deemed to have experienced wear and tear or physical damage within the 6-month manufacturing warranty, we reserve the right to recover all repair and shipping costs.
REPAIR ASSESSMENT
Please contact us at info@saintavia.com to get an assessment or quote on repair returns. For international clients, please note that upon the return of the repaired piece(s), there may be additional duties and taxes applicable, which you may need to pay.
PROFESSIONAL CLEANING SERVICE
RESPONSIBILITIES
It is the client’s responsibility to bear the cost of shipping the jewelry piece(s) to us for cleaning and assume all associated risks during transit, including loss or damage. Upon completion of the cleaning service, we will post the piece(s) back to you. All associated risks during the return process shall be borne by the customer.
For international customers, a return shipping cost will be added to an invoice, and payment is required before we proceed with the cleaning service. Please note that upon the return of the cleaned piece(s), there may be additional duties and taxes applicable, which you may need to pay.
INFORMATION
For more information on our professional cleaning service, please check out our FAQ or Terms & Conditions.
CONTACT US
If you have any questions regarding these terms, please see our FAQ page or contact us at info@saintavia.com.
We’ll hook you up real quick so adorn the edge now.
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