Online Shopping

1. How do I place an order on Quintilis?

Ordering made on www.quintilisjewels.com is both easy and secure.

Step 1: Browse items and select your favourite items. Go to our E-Boutique. You can select as many items at a time to view them later at checkout.

Step 2: Add to Cart and head to checkout. Once you have found your favourite items, add the items to your Shopping Cart and make sure you click on the “ADD TO CART” button, which is located on the Top Right corner of the page, before proceeding to checkout.

Step 3: Complete your order. From the checkout page, make sure that all the items you have added to your shopping cart are correct. Once you are ready, click on “Checkout” button and follow the directions through the checkout process to complete your order.

Step 4: We will confirm your order. Once you have placed your order, you will receive a confirmation email that includes details of your order. Please do bear in mind, your order will not be placed until the very end of the checkout process, when you will be asked for your detailed information.

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2. Do you provide an invoice?

Yes! We do. Your invoice will be instantly sent through email once you have completed the checkout

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3. If there was a problem while submitting my order, should I just resubmit?

Just to be sure, you should first contact our Customer Service Department via email at support@quintilisjewels.com or directly message us via Live-Chat button on the bottom right corner for quick and reliable assistance. We can let you know if your order has been submitted successfully or not. If it hasn't, we can place the order on your behalf.

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4. What if I have placed a duplicate order?

If you think you might have placed a duplicate order, please contact our Customer Service Department via email at support@quintilisjewels.com or directly message us via Live-Chat. We'll make sure that everything gets sorted out to your satisfaction.

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5. How do I cancel an order after it has been submitted?

Orders once placed and confirmed cannot be cancelled because at Quintilis, we work efficiently to have your order processed for shipping or for production (for custom made orders). If you still must withdraw your order, you will be subjected to a 30% of cost in restocking fee.

Quintilisjewels.com reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page.

For more details please check our Terms & Privacy page.

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6. Do you accept international orders?

Currently, Quintilis ships to Australia, China, and Malaysia and we are working diligently to expand our shipping outside Singapore.

For more details please check our Shipping & Returns page.

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7. What if I can't find the diamond I want on your site?

No problem. We really want to help you find the perfect diamond so don't give up. If you can't find it on our site, contact our diamond and jewelry consultants via message on Live-Chat or email us at admin@quintilistjewels.com and we'll help you find exactly what you're looking for.

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8. Can I send someone gifts from Quintilis?

Of course! Simply indicate the two addresses during the ordering process. Take note that, Billing Address is filled at Payment Option. For your protection, be sure to let your credit card issuer know that you'll be using a different shipping address other than your billing address.

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9. How do I check the status of my order?

An email notification will be sent to the email address that you have keyed in during checkout.

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10. I have received my item but it is not what I was looking for. Can I return it?

Items in the photos exhibited in our E-Boutique are in their exact image and true size. You will receive your actual item exactly of the same quality as represented on our website. Hence, there is no return allowed in this matter. For further details, you may refer to Shipping & Returns page.

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11. Are there other services provided by Quintilis?

Yes! We provide extra services to our customers in the form of Custom Made and Special Orders, and Repairs Services. For more details, please check our Terms & Privacy page.

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12. Does Quintilis provide repairs services for item not purchased from Quintilis?

No. We do not provide repairs services for non Quintilis purchased items.

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13. Is there any backorder?

Unfortunately, there is no backorder for our items as there will never be two stones that are exactly the same. However, we can recommend stones of similar quality to the stone that you might have an eye on. The same goes to our jewelry design where there is only one stock to each piece of jewelry. You can always choose our custom-made order if the item you want is sold out.

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Payment

1. What are my payment options?

You've got several options. We accept Visa, MasterCard card, Apple Pay, and PayPal.

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2. How secure is it to use credit card on our site?

Your privacy and information is 100% secure when using our checkout system. We employ a secured payment gateway so that customers can shop with us safely knowing that we do not store their credit card information in our system. All information you provided is encrypted in our secured checkout payment system using SSL protection. On checkout page, we’re Level 1 PCI compliant and use 128 bit SSL encryption. When you check out on our store, you’ll see a lock icon in your browser.

When you initially provide or update your payment information, we transmit it via an encrypted connection to our Payment Processor, Stripe. Stripe uses and processes your payment information in accordance with Stripe’s Privacy Policy. We don’t store your payment information, other than your zip code and country, which we require for billing and to comply with tax and other government regulations.

All card numbers are encrypted on disk with AES-256. The decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons are able to obtain plaintext card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services.

As for PayPal, read more on PayPal's Safety & Security and PayPal's Security & Protections.

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3. I need the item urgently, what is the best way to make a payment?

We strongly advise that if you need something urgently, to contact us first in order to confirm that the product you want is ready for dispatch. Payment through Paypal is always preferred as a verified Paypal account will send payment instantly.

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Shipping

1. What are my shipping options?

We're glad you asked! We're proud to offer FREE shipping! We ship out international orders via DHL Express, DHL E-commerce, UPS and FedEx courier delivery. For local shipments, we use a local courier company with a real-time online tracking service. Please see the detailed Shipping & Returns.

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2. How do I track my order after it has been shipped?

Tracking number and the type of courier service will be provided in the email confirmation once order has been confirmed.

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3. How long does it take to receive my order?

Orders will be shipped out within 7-14 business days after an order is made, unless stated otherwise in the product description. Custom made orders will take up to 21 business days for delivery after the order date.

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4. Can I ship to an address that is different from my billing address?

Yes! After placing your order and at the end of checkout process, you will have to fill in your shipping address and your billing address separately. Billing address is filled in at the Payment Section of checkout.

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5. Can I change my shipping address?

Yes! As long as your order has not been dispatched, you can decide to change your shipping address. Please contact us via Live-Chat so that we can make sure your item has not been prepared for dispatch. Once your order has been prepared for dispatch, we may not be able to make amendments. This is because all prepared orders would have already been placed in a sealed cage to await pick up by the delivery company.

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6. Do you allow pick up?

Pick up is possible for orders within Singapore. If your order was made outside of Singapore and you happened to be visiting Singapore before the dispatch, you can opt for the pick-up. All pick up arrangement must be communicated via email and an agreed appointment time be made with us.

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7. Do you dropping shipping?

Unfortunately, we do not do drop shipping due to the high value of our items. We require our customers to sign on the delivery order and invoice upon receiving their items from the courier company.

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8. What happens if no one is home when my order is delivered?

If you are not at home, a reminder notice will be dropped in your mailbox or a contact number will be left by the courier company so that you can arrange to receive your delivery at a later time.

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9. I received an item from an unknown sender as gift. Can I check who the sender is?

We respect our customer’s privacy and will not disclose the sender's information to anyone without the sender's consent. An exception is mande if it is required by law. Your sender is responsible for contacting you or providing you with any desired information.

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10. I need this item urgently, can you post express?

Yes, we do offer express postal services with fee charges. There is no delivery fees for normal delivery service.

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11. Is there a custom and sales tax?

Prices shown on our website are exclusive of GST. Quintilis ships on a DDU (Delivery Duties Unpaid) basis. This means that no taxes and duties are included in your final purchase price. Instead, when your order arrives you will be invoiced for these costs directly by our shipping partner. As a recipient, you are liable for all import duties, customs and local taxes levied by the country you are shipping to. Payment of these duties and taxes must be made before your order can be released from customs of the country you ship to. For more information, please visit our Shipping & Returns page or contact your local custom officer for further details.

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Return & Warranty

1. What is your return policy?

At Quintilis Jewels, we stand by the quality of our products. Your satisfaction is important to us. For defective items shipped, we allow a 7-day return policy upon receipt of the order by the customer. For more detailed information, please see our Shipping & Returns.

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2. How do I return an item I purchased?

All items for return will first be examined for an option report before exchange services can be granted as outlined in Quintilis’s policies on our Shipping & Returns page.

Follow these procedures if you require repair services:

i. Email us at support@quintilisjewels.comto notify us of the problem and our customer service representative will respond to your enquiry as soon as possible at .

ii. We may ask you to ship the item back to us for inspection. You will be provided with a pre-approved repair authorisation form and a return address.

iii. Send the package via a traceable carrier (DHL, UPS, FedEx, Local courier), so that you can track your package if necessary.

iv. Following an inspection of the item, we will repair the item if they are found to be faulty and will return it to you as soon as we can. We require at least 14-working days. If we deem that the item is damaged due to fair wear and tear or customer negligence, we may offer to repair it at your cost or you can opt to have it shipped back as it was to your address (delivery charges will apply).

v. Remember to state “Item return for repair” on the commercial invoice of the shipment in order to request exemption of any potential duplicated tax and duties on the order.

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3. What is your warranty period?

We allow a 7-day return policy upon receipt of the order by the customer.

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4. I received my item but it is damaged, what should I do?

Please refer to above FAQ Return & Warranty: 2. How do I return an item I purchased?

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5. Can I return the item to your sending address?

Yes! You can if your order is within Singapore. You may contact us via Live-Chat or email to support@quintilisjewels.com.

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Shopping Security

1. How do I know if I am on a secured page?

We take customer privacy and the security of their personal information very seriously. Our website uses Secure Sockets Layer, or SSL. It is a technology that secures the connection between your browser and the website you’re visiting. To verify that SSL is protecting a page, look for a URL beginning with https:// and a green, closed padlock icon, instead of http:// . This allows you to navigate the website and submit information through a secure connection.

SSL provides three important security benefits:

Privacy: Encrypts the connection between the browser and web server and securely transmits information (like login credentials) to prevent unauthorized parties from eavesdropping.

Data integrity: Prevents unauthorized parties from altering data during transmission (like during a Form Block submission).

Authentication: Protects against impersonation by requiring web server proof of identity.

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2. How can I be assured about the security of your website?

We take customer privacy and security of your personal information very seriously. The following steps are taken to ensure that our website is secure:

  • Our website is secured with SSL technology. This ensure your data is encrypted and safe. Refer to the previous FAQ above for more information.
  • We do not and will never store any information about your credit card details in our system.
  • We use network security measures such as firewall and VPNs.

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3. What information is kept with your company?

We only take information that is necessary for us to complete a transaction with you. This will mean taking some personal information such as your full name, billing/shipping address and email address. Other information that are kept will be those which you provide us during our interactions through email. These will also be strictly kept private. For more information please check our Term & Privacy page.

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Others

1. Are these gemstones and pearls certified?

Yes! Rare and high value stones come with a certificate each. For more information, please check our Certification page.

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2. How can I be informed of your latest items and promotions?

You can subscribe to our newsletter and receive the latest updates via the Subscribe portal using your email address, located at the bottom of every webpage. Alternatively, you may subscribe to our newsletter at the checkout page when you key in your email address. Just make sure you "check" the subscribe to newletter checkbox before you proceed to process your order.

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