FAQ
Frequently Asked Questions
ABOUT ARROW & HART
We are based in Singapore and manufacture our jewellery in our Hong Kong factory.
As online jewellers, we don't have a retail front as of now and that is one of the ways we are able to pass the savings on to our customers.
SHOPPING WITH US
We use HK size when measuring rings. Check out our Sizing Guide for rings here.
If you're still not sure, do get in touch with us and we will send you a free ring sizer before you make your purchase so you'd be extra sure of the right size to get!
Once we hear about your interest, we'll attach a personal jeweller to you who will help to translate your vision into a 3D CAD model, keeping your budget and and preferences in mind.
The design can be amended up to three times. A further three amendments will incur a cost of S$200, although 95% of our customers get their ideal design within three tries! Once you're thrilled with your design and price, we'll send you a payment link to make your deposit.
We will be in touch with you at each production milestone to inform you of the status of your ring. Outside of that, if you have any specific questions, please contact your assigned personal jeweller.
We do conduct quality-control checks before we send out any item so this should not be an issue. However, if you’ve accidentally knocked loose a setting stone and you’re in Singapore, contact us to see whether repair options are available. We will perform reasonable repairs wherever possible with a small craftsmanship fee.
For our Singapore customers, we offer one free ring resize with every purchase within six months of receiving or collecting your order. Second or additional resizings are possible for Singapore customers at a fee of S$150.
DIAMONDS & GEMSTONES
The design phase for your bespoke ring typically takes between 2 and 5 days. Upon your final approval, manufacturing is estimated to take approximately one month, with the exact timeframe confirmed based on the specific intricacies of your desired piece. You will receive updates regarding the progress of your ring at each stage of the process.
Of course, our engraved inscription service is complimentary. However, if an engraved ring has to be resized a second time and then re-engraved, a fee of S$230 will apply for the second resize and inscription.
We work with trusted labs internationally. Our diamonds are primarily sourced from India, Hong Kong or US.
Of course, your diamonds come with a unique GIA or IGI certificate. GIA and IGI are leading, internationally reputed, third party diamond grading organisations. Each certificate is unique to your diamond and provides a diamond identification number that is laser-inscribed on the girdle of your diamond.
Lab-grown diamonds are graded according to the 4Cs - the same way as earth-mined diamonds are.
Cubic zirconia or moissanites are diamond simulants - manufactured stones meant to mimic the appearance of diamonds. They are NOT diamonds at all. They are made from a wide variety of materials and are chemically distinct from diamonds i.e. there are absolutely no presence of carbon diamond bonds in their creation.
Simulants are simply crystals cut in a way to mimic the look of a diamond. This means that they will not have the same durability, brilliance, or color of a traditional diamond. Simulants such as moissanite or cubic zirconia are generally easily identifiable as fake diamonds, even to the untrained eye.
One of the most popular diamond simulants is cubic zirconia, which can be purchased at very low prices in many big box stores. Moissanite, a newer simulant, is also used as a diamond alternative. It’s more durable and brilliant than cubic zirconias and has been increasingly used in costume jewellery.
We do not use any diamond simulants in our jewellery. All our Arrow and Hart lab-grown diamonds are atomically identical to earth-mined diamonds - we assure you of this!
PAYMENTS & PRICES
We accept the following payment methods during checkout:
- Visa
- Mastercard
- American Express (incurs a higher processing fee)
- Paynow
- Bank transfer
Our custom design service starts from S$2800
AFTERSALES
Although gold has a shine and lustre on its own, it is also a soft metal which makes it susceptible to scratches and dents. Be mindful of your gold rings, watches and bracelets while you wear them to avoid accidentally knocking them against other things. Remove them while playing any high-contact sports. It also helps to store your jewellery in its original box when they aren’t being worn.
Don’t panic - it happens to the best of us. Contact your personal jeweller for more details on how to arrange getting your pieces fixed.
We use solid 18k gold in all our jewellery so it is unlikely that you’d experience tarnishing or fading. Gold jewellery that is below 14k will have less pure gold in them and will most likely be tarnished over a period of time. The higher the karat (k) of gold means that less base metals are used which translates into your jewellery being less prone to tarnishing.
That being said, it’s always important to take good care of your jewellery. Just a simple mild soap cleaning and hand polishing are all that’s needed to keep your jewellery clean and looking its best.
SHIPPING, TAXES & RETURNS
We ship all orders from Singapore.
We ship domestically via our in-house delivery. We also ship internationally using FedEx Express. All international parcels will be insured by Malca Amit
As shipping/insurance costs differ between countries, get in touch with us and we'd be able to advise you better.
Once you've finalised your custom design and checked out, you should receive your ring in 15 - 25 working days using our standard delivery service.