FAQs
For more info, please see our FAQ below or contact us at info@saintavia.com.
Generally we avert modifications, but we know that mistakes are unavoidable. Sometimes you drink and regret your life choices - we’ve all been there, or at least some of us have…
Write to us within 1 hour of your purchase, and we will see what we can do. If you make us laugh or are just a nice human being, we might even pull some strings! After this time, unfortunately we are unable to amend the order, such as changing size, or adding products. If your order hasn’t been dispatched, we are still able to amend any personal details, such as your shipping address.
Please see our Terms & Conditions or contact our Customer Care team here.
We know you can't wait to see your new pieces so we aim to process your orders ASAP. We do house some ready stock to ‘instantly’ satisfy your gratification, but for some pieces, they will have to be made to order.
For ready stock items, we aim to process and ship them within 2 business days from purchase.
For non-stock pieces, they will have to be handcrafted by our skilled craftsmen (yes, they’re humans), so please allow time for production. Production time starts from 10 business days and may go up to 20 business days (urgh, we know and we strive to shorten them, pinky promise). Once handcrafted, orders are dispatched within 2 business days.
We accept Visa, Mastercard and AMEX through Stripe and on Google Pay for all purchases.
‘PayNow’ is also available for Singapore customers and will be processed in SGD. Payments are to be made within 24 hours of purchase.
We offer customers to checkout in their currency of choice; SGD, AUD, USD or EUR. Currency can be selected at the bottom of the web page or on the mobile site.
Unfortunately, we are all for monogamy, so only one coupon code is allowed. If you're lucky to have obtained more than one code, choose it wisely!
Our packaging is an art by itself. Trust us.
Each piece of jewelry comes beautifully packaged in our very own box when shipped. If the gift is a surprise, we are happy to make sure no branding appears on the shipment so it remains hushed hushed up until the last minute - just let us know!
We do restock essential pieces or can make them to order. However, seasonal pieces or special collections are usually archived once they are sold out so make sure that you snatch them up before they're gone!
Ouch, we felt that. We triple-check every piece before dispatch to ensure that your order arrives perfectly. In the unlikely event that you received a dud, please write to us, send us a photo and we will rectify the issue ASAP (we might even get our eyes checked in the meantime).
Not to worry, we will guide you through the process of returning the defective piece and receiving a replacement or credit refund.
Please read the relevant terms here and/ or contact our Customer Care team here.
Orders
We offer free standard shipping (1-3 business days) with SingPost for all Singapore orders, and FedEx (3-5 business days), insured with tracking for international orders.
Items in stock will ship within 2 business days from purchase, otherwise they will be made specially for your order and will require 2-4 weeks before shipping.
You can learn more about our shipping options, including any shipping fees here.
We hate paying for shipping just as much as you do, so shipping to Singapore, Australia, and Malaysia is on us. Yes, it’s free!
For international shipping, costs range from SGD 25 to SGD 35, depending on your location. You can view the shipping cost during the checkout process before finalising your order. For orders over SGD 450, we offer complimentary international shipping.
Our pieces, much like you, love to globetrot, but they'll only jet off if you or your recipient’s place of domicile falls within the reach of our trusted courier partner.
Here's the deal:
FedEx delivers within 3-5 business days, depending on the location.
The cost of postage, payable at checkout, is SGD 25 to SGD 35, depending on the location. Duties and taxes are calculated and payable at checkout as well. Please note that duties and taxes are respective to your order value and destination country. We are not responsible for additional unforeseeable duties and tax charges that may occur upon arrival at your destination country.
Orders over SGD 450 will receive complimentary Fedex shipping, depending on your location. Duties and taxes will be payable.
We deliver to the below regions:
Australia, Austria, Belgium, Cambodia, Canada, China, Croatia, Denmark, Finland, France, Germany, Greece, Hong Kong SAR, Hungary, Indonesia, Ireland, Italy, Japan, Malaysia, Mexico, 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.
To see if your location is on our map, simply enter your address during checkout, and our system will let you know if we can reach you. Please keep in mind that international shipments may be subject to customs duties or taxes imposed by your country's regulations.
Don’t hate the player, hate the game - we're just bearers of the news.
Once your order has been dispatched, you will receive a shipping confirmation outlining your order details, delivery details and your consignment reference which you can use to track your order.
Track it. We know you know how (and who).
If you need to make changes to your shipping address, please contact us as soon as possible (ideally within 1 hour of your purchase).
If your order hasn’t been dispatched, we are still able to amend your shipping address. Otherwise, someone else is going to get a nice surprise.
Customs duty and tax are not included in our product prices, however are calculated and payable at checkout.
Yes, due to the high value of our orders, our delivery services require signature upon delivery.
We want you to get decked up as much as you do!
For SingPost shipments, your order will be taken to your local SingPost outlet and may be collected with photographic identification. Babes, we only hope your face looks like your photo ID!
For FedEx, your order will be taken to the local depot. If this occurs, you may arrange another delivery attempt or contact FedEx directly for other options.
In most cases, the parcel has been delivered and signed for by another person.
Please check with your reception, concierge, office, neighbours or your sister's bedroom before contacting our Customer Care Team here.
Oh no, we hate when that happens! If your package is lost or arrives damaged, contact our Customer Care team here. Our CSI girlies will be on the case. In the meantime, we'll work to replace your pieces and probably burn some sage to ensure that it reaches you perfectly the next time.
Shipping
Our pieces are carefully handcrafted by skilled goldsmiths using a combination of traditional techniques and modern technology. This adds a unique touch and attention to detail that sets our jewelry apart.
Similar to the 12-step program, each piece undergoes a detailed step by step process from paper design to the final finish.
Currently, we don't offer custom design services. However, some pieces might be available in different gold colours or gemstone variations.
That said, we love creating unique pieces and connecting with you. Don’t be shy, we don’t bite :) Feel free to get in touch with us and we will see if we can help in any way (but no promises)!
We are committed to ethical sourcing practices. We prioritise working with Responsible Jewellery Council accredited suppliers who adhere to responsible sourcing standards, and we strive to ensure that the materials used in our pieces are obtained responsibly or otherwise in accordance with the Kimberley Process Certification Scheme.
The production time varies depending on the complexity of the design and the availability of materials. On average, it takes approximately 10 to 20 business days from the placement of an order to the completion of a piece.
Just like how we select our men, we have rigorous quality control processes at every stage of production. Each piece is carefully inspected for craftsmanship, gemstone quality, and overall finish to ensure that it meets our high standards.
We are very much into minimising our environmental footprint. While we're not fully sustainable yet, we are continuously exploring ways to incorporate eco-friendly practices into our production processes.
Our offering are based on our current collections, and some pieces might be available in a different gold colour or gemstone variation.
Please contact us to inquire about specific customisation options. We are always happy to help!
Production
We do not issue refunds for change of mind or incorrect purchases. Pieces, if deemed to be a manufacturing fault and are within our manufacturer's warranty, may either be returned for a credit or replacement.
For more information please see our Terms & Conditions or our Shipping Guide.
Please contact us at info@saintavia.com. We'll guide you through the process and provide you with instructions on returning the piece(s).
Return shipping will be on us if the return is due to a defect, damage or an incorrect item. We recommend using trackable shipping methods to ensure that the piece(s) arrive back to us safely.
We are not responsible for lost or damaged items during the return transit. Please ensure that the piece(s) are securely packaged.
Once we receive and inspect the returned piece(s), we will process your credit refund or replacement within 3 business days. Refunds may be in the form of a store credit and can be used for a period of 1 year.
Yes, our return policy applies to international orders. However, please keep in mind that return shipping costs (except where we acknowledge fault) and any applicable customs duties or taxes are your responsibility.
Returns
Yes, you can definitely wear your jewelry everyday. Solid gold is pretty resistant to oxidation and discolouration; they are suitable for most activities including light water exposure and exercise. However, be aware of all contact with your jewelry as delicate pieces can be caught on clothing, bags or nasty fingers without being noticed.
Our pieces are destined to live a long life if they are carefully worn and taken care of.
We recommend removing your jewellery prior to sleeping, submerging in water, heavy exercise or fights (no judgements) to prevent significant wear and tear or potential loss #priorities.
Limit the contact your piece has with perfumes, creams, and makeup as these substances can accelerate the tarnishing process and congest any links or settings in your jewellery.
Also, just like how you would avoid toxic people or certain relatives during festivities, avoid contact with harsh chemicals which can be found in swimming pools, hot tubs and household cleaning supplies. The alloyed metals mixed in the gold and your wallet are susceptible to damage and corrosion.
Your jewelry should be stored individually in its original packaging in a dry, cool place to prevent it from being scratched, tangled or tarnished.
Absolutely! Tarnishing may occur to 14k solid gold, but can be easily removed with a polishing cloth. Gently clean and polish your jewelry with a soft, microfiber cloth to maintain lustre. The polishing cloth will remove a thin layer of metal on top, revealing the shade of gold underneath. Use only when tarnishing occurs and do not use the polishing cloth on gemstones!
For a deeper clean, you can use a soft brush and clean jewelry with a mild soap and water solution.
Yes, every saint àvia original comes with a 6-month voluntary manufacturer’s warranty from the date of purchase. Any repairs or modifications made to the piece that are not performed by us will void the voluntary warranty.
This warranty only covers any manufacturing defects or craftsmanship issues. Damage caused by wear and tear or (un)intentional force is not covered under warranty. We hate to break it to you (pun intended), you’ll probably need therapy for that one.
If your piece is deemed that this is the case, a repair fee will be incurred.
For more information, please see our Terms & Conditions or contact our Customer Care Team here.
We operate repair services and in most cases can repair jewelry to its original condition. If your piece requires repair or maintenance, please contact us with the original order number and email address used for the order.
If not covered under warranty, an estimated cost for repair will be provided and confirmed upon physical assessment. Our Customer Care Team will guide you through the necessary steps. Girl, we got you!
God forbids, if the item is unsalvageable, we may offer to buy it back from you based on a percentage of the current gold price and weight.
You can find more information in our Terms & Conditions or contact our Customer Care Team here.
Solid gold and diamonds are relatively low-maintenance, however, certain gemstones have specific care needs. Refer to our care instructions for any gemstone-specific recommendations.
Diamonds
Whilst diamonds are durable gemstones which can resist scratching (except by other diamonds) and maintain their brilliance over time, they aren’t indestructible.
It’s important to wear your diamond jewellery carefully as it can be chipped by strong force, become loose in a weakened setting, or be damaged by contact with other diamonds.
Store your diamond jewellery individually in their original packaging in a dry, cool place. You can clean your diamond jewellery by wiping it with a lint-free cloth or with warm water, mild soap and a soft toothbrush.
Who doesn't like a good clean? We offer a lifetime of free professional cleaning service (once a year for each piece) to refresh all your saint àvia originals. Please see our Terms & Conditions or contact our Customer Care Team here.
Also, stay tune to our website or instagram page for updates on our latest jewelry collections and services!