Frequently Asked Questions

Email Support

Support Email

hello@yellow.com

Phone Support

Support Phone

+1-927-234-424

Check most frequently asked questions here, if you still need help then please contact us at yellow@hello.com

Care Instructions

Here are some tips to care for your jewellery: 

  1. Use a light hand. As our pieces are hand-crafted, they are often delicate in chain and connections. Use a light hand when putting on and removing your jewellery. Refrain from redundantly opening and closing clasps to preserve it's construction. 
  2. Avoid acidic solutions. Avoid direct contact with perfume, lotion, oils or any other cosmetic products as they may cause a reaction with your jewellery. It is always recommended to always put your jewellery on last before heading out the door. 
  3. Keep them dry. Do not leave your jewellery on bathroom counters or humid surfaces. Store them in a cool, dry place - ideally in the suede pouch provided or in individual airtight bags. 
  4. Remove oil and dirts. Use a soft, clean, lint-free cloth or a polishing cloth and gently wipe through the jewellery after each use. 

Exchanges

Exchange Terms and Conditions
  1. Purchased items can only be exchanged once
  2. All shipping costs will be borne by the customer
  3. Discounts applied in the original order will not be applicable for the new item
  4. No exchanges are valid for customized items
  5. The price of the exchanged item should be equal to or lower than the new item
  6. If there is an increase in price, it will be borne by the customer 

Exchange Validity

Item(s) in new and original condition can be exchanged within 7 days from the date of purchase (inclusive of weekends and public holidays) with the exception of:

  1. Cleaning Kit
  2. Gift box and/or packaging
  3. Gift with purchase

Items purchased using store credits cannot be returned or exchanged.  

For Exchanges Requests, please proceed to our After Sales Service Centre. 

Please do not send out your items before you receive a confirmation for your requests.

  1. We will get back to you within 3 business days with a confirmation and you will have a 7 days window to send out your item(s).
  2. Once you've received the confirmation, you can send out your item(s) by mailing it back to us and provide us with the parcel tracking number.
  3. All shipping charges will be borne by the customer.
  4. New design/size will be send out to you upon receival of the 'old' piece. 

Order and Payment

At the moment, we only accept the following payment methods:
  1. Mastercard
  2. Visa
  3. Credit / Debit Cards
  4. Google Pay
  5. Apple Pay
  6. Hoolah applicable only for Singapore customers 

Once you have placed the order; confirmation email will be sent to you

  • Summarize and acknowledge your order. The email will consists of order number, the items ordered, the shipping method chosen, personal details as well as your shipping address.
  • If you need to make any changes to your information. Kindly contact us immediately at dhappymakers@gmail.com

Order will be processed

  • Our products are handmade and individually produced for you therefore most pieces are made to order and will be shipped in 15 business days from the time the order is placed.
  • We do carry certain designs as instock. For instock items, we will arrange shipping within 3 to 5 days time. 

Your parcel is dispatched; and shipment notification email is sent to you

  • Your parcel has been picked up by our courier service.
  • Email consists of your tracking number. Follow the link in the email to track your order.   

We are unfortunately unable to cancel the order once the payment is through. 

To prevent fraudulent orders, we have set measures in place to ensure maximum security.

  • Ensure that your billing address, postal code, and your CVV pin number is accurate as the transaction will not go through if these details do not match.
  • If card has been declined over 3 times, please use another card.

If problem is persists, kindly email to us at dhappymakers@gmail.com for assistance 

We accept multiple country's currency. To change to your preferred currency, simply select the drop down menu on the top right-hand corner of our website.

Simply input the store credit code in to the "Gift card or discount code" field at checkout.

Please refer to image shown below for further illustration.  

Store Credit Terms and Conditions

  1. All store credits are not refundable or exchangeable for cash
  2. There are no expiry date to our store credits
  3. All items purchased using store credits cannot be returned or exchanged
  4. Store credits cannot be applied to a paid order 

1. Store credits are issued to your account when:

  • You have been refunded store credits
  • You have been awarded store credits

2. Store credits do not expire 

Repairs

For repair requests, please proceed to our After Sales Service Centre.  

All repairs will take up to 10-14 business days from the date of receival of your item. Depending on the complexity of the defect.  

We do offer minor repairs service as listed below:

  • Removing minor scratches and scuffs
  • Clean and re-shine your pieces
  • Tightening of prong 

Depending on the complexity of the jewellery repair.

To know more on the repair cost. Kindly send in an email to dhappymakers@gmail.com

Replacements

Examples of Admissible Damages:
  1. Jewellery item received with its clasps, jump rings, pendant, or chains disconnected.
  2. Jewellery item received with its pendant broken into pieces.
  3. Earring posts were detached upon arrival.
  4. Earring pendants were detached upon arrival

Examples of Inadmissible Damages :

  1. Gemstones with natural inclusions (e.g. black carbon dots or flecks natural to the stone's characteristics), uneven colour distribution compared to the image on the product page, fissures and internal fractures
  2. Jewellery crushed or trampled by a heavy object (such as a car, trolley, or by foot).
  3. Jewellery damaged by accidental handling by toddlers or children.
  4. Jewellery damaged due to wear and tear. This include(s) but is not limited to:
  5. Scratches
  6. Deformities on the shape of the hoop earrings
  7. Deformities on earring studs
  8. Loose hoop earrings clasps  

For replacement requests, please proceed to our After Sales Service Centre 

Please do not send out your items before you receive a confirmation for your request.

  1. We will get back to you within 3 business days with a confirmation and shipping label.
  2. Once you've received the confirmation, you can send out your item(s)
  3. New piece will be send out to you upon receival of the 'old' item

Here are some common scenarios that invalidate a replacement

  1. In the event that design is unavailable for replacement, we will refund the amount paid for this item in store credits based on the amount received. Store credits do not expire.
  2. Requests regarding gemstones will be processed as a return for store credits instead of a 1 to 1 replacement. Our jewellery utilize natural gemstones and pearls. Each individual is unique and has it's own character. Natural inclusions (eg. carbon dots, uneven colour distribution, fissures, internal fractures) will not be considered as defects.  

Replacement Terms and Conditions

  1. Purchased items can only be replaced once
  2. No replacement are valid for customized items

Replacement Validity

  1. Your item is damaged and/or broken
  2. You have received the wrong item

We cover a timeframe of 14 days from date of purchase. This is inclusive of weekends and public holidays.

We do not cover damages resultant by wear and tear. 

Returns

  1. Purchased items can only be returned once
  2. Returns will only be processed in store credits
  3. Return requests are not instantly validated and may take up to 14 business days for the entire procedure to be concluded
  4. Urgent return requests will not be entertained
  5. If your order consists of a Gift with Purchase (GWP) and by processing a return disqualifies this criterion, the GWP will have to be returned
  6. If the entire order is returned, the GWP will have to be returned as well
  7. If customer is unable to return or would like to keep the GWP, there will be a 5% deduction of store credits 

For return requests, please proceed to our After Sales Service Centre 

Please do not send out your items before you receive a confirmation for your request.

  1. We will get back to you within 14 business days with a confirmation and you will have a 14 days window to send out your item(s).
  2. Once you've received the confirmation, you can send out your item(s) by mailing it back to us and provide us with the parcel tracking number.
  3. Shipping charges will be borne by the customer
  4. Store credits will be issued out to you upon receival of the 'Returned Item'.  

Returns Validity

Item(s) in new and original condition can be return within 14 days from the date of purchase (inclusive of weekends and public holidays) with the exception of:

  1. Cleaning Kit
  2. Gift Box and/or packaging

Items purchases using store credits cannot be returned.  

Shipping and Delivery

Once your order has been picked up by one of our couriers, you will receive a shipment notification email that includes a tracking number. Simply follow the link in the email to track your order.

Due to COVID-19 pandemic, slight delays may occur at any point of your order's journey. We hope you give it a few more days to reach you if your package has not arrived on the expected date.  

All deliveries require a signature in order to be received. Thus, it is not possible to be delivered to a PO Box.  

Standard Shipping cost is absolutely Free! We offer free shipping worldwide for every order.

For Express Shipping, we charged a standard of $25 for every order. 

All days provided are estimated to our best ability. (exclude weekends & public holidays)

For shipping to other countries not listed below. Kindly contact dhappymakers@gmail.com

Head on over to our website at www.dhappymakers.com and under the Track Order Page . Enter your email address and order confirmation number to check the status of your order.