Order Guide

Order Guide

To browse the products in our Online Store, a navigation menu by category is available on the left side of page. Click on your preference to start with. Should any product interest you, just click on its image to view the detailed information.

If you like an item and decide to make a purchase, Click on 'Add to Cart' to add the item to your shopping cart. You may always return to view more products by clicking 'Back to Store'.

You may edit the quantity of each item in your shopping cart, or remove the item from the cart by clicking on the ‘X’.

If you would like to make changes to the items in your shopping cart, then click ‘My cart'.

After you confirmed that all items you want are in the shopping cart, you may click 'Proceed to Checkout'.

Fill in the required information and delivery details in the respective fields. Once an order enters our system, it will not be possible to make any changes to your order. This includes not being able to change the delivery address. Therefore, before you process your payment, kindly check all details are correct. We reserve our right to decline any orders made which does not pass our Address Verification check. You may be asked to submit a recent bank statement or personal utility bill for the purpose of verifying your name, address and postcode, if any, which will be used as your invoice details.

Choose the payment method you prefer from the left side (Bank deposit or Paypal, Credit / Debit Card) and click 'Proceed to Payment (or Continue)' button at the bottom.

Once an order is placed on the online order system, a confirmation email will be sent to acknowledge your order.

Price & Payment

Where applicable, prices are inclusive of GST and are in Singapore Dollars. Delivery costs will be charged in addition where applicable; such additional charges are clearly displayed and included in the ‘Final Total’.

We are under no obligation to fulfil your Order if the price listed on the website is incorrect (even after your Order has been acknowledged by us).

You can use any of the cards listed below to pay for your order via PayPal. Your details are safe with us as we take security very seriously indeed. When you are redirected to the PayPal payment page, you will be presented with two options:

Pay using credit cards (without having to login into a PayPal account)

Login to your PayPal account and pay using your PayPal account balances

If your payment has been declined, then you will need to place your order again. We are not able to reinstate an order once the payment has been declined. To ensure your order is accepted when placing a new order, we suggest the following:

Check the card details on your account to make sure the information is correct; e.g. the card number, expiry date or the billing address.

Make sure you have entered the security code correctly; i.e. the 3-digit number on the back of your card.

Your card issuer may have declined your payment for reasons unknown to us, therefore, please check with them directly.

If you have checked all of the above and still fail to process payment, then try paying with another credit card.

Shipping & Delivery




Hong Kong


South Korea






United States

United Kingdom








New Zealand

Shipping Fees

FREE SHIPPING is provided for delivery within Singapore. You may choose to self-collect at any of our retail stores as well.

FREE SHIPPING is provided for delivery to all other countries above via Standard Registered Air Mail with nett purchase of SGD 300 and above.

For purchases below SGD 300,

A flat rate of SGD 30 is applicable for delivery to Asia countries mentioned above.

A flat rate of SGD 50 is applicable for delivery to other countries mentioned above.

Orders will usually be processed and dispatched within 14 days from the date of confirmation.While we make every attempts to fill all orders placed, some Products may be delayed because of shipment arrangement or backordered. If this is the case, you will receive notification via e-mail.

All standard shipping are dispatched / mailed out via local post office (SingPost); under standard registered mail. Once the orders have been handed over to SingPost, we have no control over the delivery and hence, we are unable to accept requests for preferred delivery date and time.

Deliveries to overseas destination (outside Singapore) may be subjected to import duties and taxes. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. For more information regarding your country's customs policy, please contact your local customs office.

There may be a slight delay during peak festive seasons and special occasions. Customers are advised to place orders early to avoid any delays.

Terms of Sales

Please refer to the description from your shopping cart, the product you had purchased from us was clearly stated in the shopping cart, ”By placing an order:

It shall constitute your understanding and acceptance on the material used in the product;

You are offering to purchase subject to our merchandise, subject to the following terms and conditions:

All orders are subject to acceptance, availability and confirmation of the order price.

Dispatch times may vary according to availability and any guarantees or representations made to delivery times may be subject to delays resulting from postal delays or unforeseen circumstances for which Heart To Heart Jewellery cannot be responsible.

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us for the purchase of the goods will not be confirmed until your payment has been approved and we have debited your credit card or debit card.

We have made every effort to ensure all details, descriptions and prices which appear on this site are accurate. Should we discover an error in the price of any goods which you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct pricing or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and you have already paid for the goods, we will provide a full refund.

This service may contain typographical errors or other errors or inaccuracies or may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.

Return, Exchange and Refund policy

Our policy lasts 30 days. We are unable to offer you a return/exchange/refund after 30 days from the date of purchase.

  1. To be eligible for a return or exchange, your item must be unused and in the original condition that you received it. It must also be in the original packaging (in padded packaging to prevent damage)
  2. Proof of purchase or receipt is required for exchange or return.
  3. Exchange of item may only be done once.
  4. Exchange of item is free of charge.
  5. Refunds for all returns will be in store credits, to be redeemed on your next purchase. This also applies to items purchased but undelivered.
  6. Store credits will be issued after we receive the returned item(s). The validity of the store credits will be 3 months from the date of issuance.
  7. Store credits can be used for all items sold on the website.
  8. Customer will bear the cost of the return postage.
  9. Please return using registered mail with tracking number as we will not be responsible for any lost mail.
  10. Items from the same order must be consolidated and returned as one. Any subsequent returns or exchange from the same order will not be entertained.
  11. We reserve the right to reject item(s) received if it is in unsuitable condition, such as damaged, worn out, washed, altered or stained.
  12. Non-returnable and non-exchangeable items include:
    • Engraved products
    • Adjusted/resized rings
    • Earrings
    • Necklaces
    • Fabric, ropes or leather products
    • Customised or personalised items
    • Free gifts
  13. Engraving accuracy is for spellings in English only. Uppercase, lowercase, symbols, special fonts and other languages are on a best effort basis due to different engraving methods used for different items.

Defects & Claims

All products are checked to ensure its good condition before they are dispatched to customers. Should you receive a product that is not in perfect condition, please email us photographs of the product defect, together with the necessary information (your order number, name, address, contacts, details of the Product and the reason for return), within 7 days of receiving your order to enquiry@hearttoheart.com.sg. We reserve our right to decide the validity of your claims as well as the mode of compensation, if any.

Upon receipt of the Products, we will examine it and we will advise you on your right to a replacement or refund (if any) via email as soon as practicable.

Products are classified as having defects if they are received damaged, or where a manufacturing fault occurs. Products that are damaged as a result of wear and tear are not considered to be faulty.

Items must be returned unused and in their original packaging to ensure they are adequately protected during transit. Returned goods are your responsibility until they reach our warehouse or other specified receiving location.

Our return policy does not apply if the products have been worn, soiled or damaged. Heart To Heart Jewellery reserves the right to refuse a return on any product which is not in its original new condition except for products that have been received damaged.

Product image as seen on the Site may slightly differ from the actual Product that you receive. We have made every effort to display as accurately as possible the colors of our products that appear on the online store. However, please note that we are unable to guarantee that your monitor's display of any color will be completely the same due to the variations of monitor screens.

All Product descriptions, information and materials posted on this Site are provided ‘as is’ and without warranties express, implied or otherwise howsoever arising.

In the event the Product returned is not faulty, we may at our discretion decide not to repair, replace or refund you for the Product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees and costs and charge this to your credit or debit card, or the payment details that you provided to us when you made your Order, and, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.

Extra Mile Service

We happily provide our customers with:

  • Free consultation on jewellery customization
  • Free cleaning and polishing services for jewellery pieces
  • Free same day delivery service (within Singapore, subject to stock availability)
  • Free ring sizers to customers who are unsure on how to measure their ring size
  • Free ring engraving
  • Free presentable jewellery boxes
Extra Mile Service