Frequently Asked Questions

General Information

All diamonds, gemstones, and gold used in our jewellery has been purchased from legitimate sources. They are not involved in funding conflicts, and are in compliance with the United Nations Resolutions. We ensure that no conflict diamonds will be knowingly sold.

In order to ensure our diamonds are conflict free, we have signed agreements with our suppliers, who comply with the relevant regulations such as Best Practice Principles (BPP) of De Beers, Responsible Jewellery Council (RJC), World Diamond Council (WDC) and World Jewellery Confederation (CIBJO).

When we think about sustainability, our approach to that is of 3 pillars – our people, our planet, and our products.

Our People

Our people are crucial to our progress and growth, and we recognise the importance of investing continuously amongst our employees. When you join SK Jewellery, you automatically become part of our family, and within our family, we want to ensure that we nurture, grow, and develop you. At any level, be it as a junior staff or executive, you will be part of a dedicated training program to ensure you develop your skills and expertise.

Our Planet

Our environment is a huge factor, and we believe in preparing it to be ready for future generations to come. On energy consumption, most of our energy consumed is from purchased grid electricity. We target to maintain or reduce energy intensity on an annual basis, and employ technology in doing so. At our headquarters, we collaborate with advanced technology cooling vendors which cuts energy consumption by up to 40%.

With the pandemic and the surge in online orders, we focused our attention to enhancing the sustainability of our online operations. We work closely with shipping vendors which are sustainable – our shipping methods are certified carbon neutral. We employ recycled materials in our packaging, and continuously source for ways to make our business a greener one.

Our Products

From clean processes to responsible sourcing, we want you to have that jewellery piece of mind. As a proponent of technology, we are the pioneers in embracing sustainably created diamonds – created without damaging the natural face of the earth. SK jewellery stands as the first Asia Pacific chain retailer to introduce lab grown diamonds, termed our Star Carat Collection. In 2021, we released our patented 101 facet lab grown diamond collection termed the AllStar Collection.

We are open to collaborations, and would love to hear from you! You may reach out to us at [email protected] with the details.

SK Jewellery sells its merchandise online exclusively at its brand website We are also available on third party platforms Shopee Mall (skjewellerymy.os), LazMall (SK Jewellery), Tiktok Shop (SK Jewellery Malaysia) and Zalora (SK Jewellery).

Buyers should be wary of purported SK Jewellery merchandise sold through unauthorised channels. Beware of counterfeits.

Whenever you buy merchandise from SK Jewellery, it will come with a corresponding official receipt, unless specifically requested. Our 999 Pure Gold jewellery also bear a brand hallmark stamped discreetly on the product.

Order Information

We will attempt to accommodate order changes prior to shipping confirmation. However, we will not be able to cancel an order once payment is confirmed. Do note that changes to orders may result in shipping delays.
We are unable to accommodate changes or cancellations on special order requests and/or orders that have already been shipped.
If you would like to change an order, please send us an email at [email protected] or Whatsapp us at +60122394033.

If you need to amend your order after an online purchase, be it modifying the shipping details or changing to another item, kindly liaise with our Customer Service Team via Whatsapp. We will do our best to edit your order accordingly.

However, do note that we only allow amendments while the order is still processing. Once the order has been shipped out, we are unable to assist with any further amendments.

Do note that changes to orders may result in shipping delays.

Upon placing an order successfully, you should receive a SK Jewellery order confirmation email. Alternatively, if you have registered an account, your order will be reflected as ‘Processing’.

If you’re unsure or did not receive any confirmation email, please write in to us at [email protected].

All online orders are considered final and non-cancellable, and we are unable to provide a refund.

However, you may instead opt for an exchange as detailed under our Returns & Exchange policy.

Your online purchase will come packed with an SK Jewellery paper bag, receipt holder and official receipt.

Kindly note that the official receipt is required for any future follow-up services, such as trade-ins, exchanges and cleaning. Reprints of an official receipt, if required, will come at a fee.

In cases of gifts where you would prefer for the receipt to be excluded from the package, we can make arrangements for it. If you would like this to be done for your order, kindly reach out to us via Whatsapp, and our Customer Service Team will assist you with it accordingly.

Delivery & Shipping

We offer complimentary standard shipping on all orders within West Malaysia and additional RM15 for shipment to East Malaysia. Standard shipping will be delivered within 5 working days in West Malaysia and 10-12 working days in East Malaysia upon order confirmation.

Alternatively, you may choose to pick up the purchased item(s) at any of SK Jewellery Showrooms in West Malaysia within 5 working days upon order confirmation.

Shipping fees will not be refunded once payment is confirmed.

Yes, we do offer self-collection at all SK Jewellery showrooms in West Malaysia. You will be notified within 5 working days via email/phone when your parcel is ready for collection.

We will attempt to accommodate changes prior to shipping confirmation. However, we will not be able to amend your billing/shipping address once your parcel has been handed to our courier partner.

All orders will be processed immediately upon payment confirmation. You may expect to receive your order within 5 working days in West Malaysia  via standard shipping/self-collection in stores and 10-12 working days for shipment to East Malaysia (chargeable at RM15 per delivery).

High volume of orders during peak/festive seasons may result in slight delay in shipment. Rest assure that we will get in touch with you should your order be affected.

Please be assured that you will be notified prior to any delivery attempts. Due to security purposes, all orders must be delivered and received by hand. We do not recommend parcels to be placed at an unsecured location. SK Jewellery will not be liable for misplaced or lost parcels should you instruct our courier partner to leave your parcel at an unsecured location.

If you are certain that you are unable to receive the parcel on the delivery day, you may inform our courier partner to reschedule the delivery as we offer up to 1 complimentary redelivery attempts.

Uncollected parcels will be returned to our headquarters and may be chargeable for additional redelivery attempts. Please send us an email at [email protected] or Whatsapp us at +60122394033 for assistance.

High volume of orders during peak/festive seasons may result in slight delay in shipment. Rest assure that we will get in touch with you should your order be affected.

Yes, we provide complimentary insurance coverage on all orders within Malaysia, so you can be assured that your item(s) will be safely delivered to you.

International deliveries are now possible for selected countries! These include:

Australia, Canada, Hong Kong, Indonesia, New Zealand, The Philippines, Thailand, United Kingdom, United States, and Vietnam.

International delivery fees range from RM450, differing country by country. Additional fees may be required to ship multiple and/or bulky items such as figurines, which will affect the volumetric weight of the parcel. Kindly liaise with our Customer Service Team via Whatsapp.

Once shipped, your international order should reach you within 7 – 14 working days.

Please note that SK Jewellery does not bear any of the additional duties charged for importing jewellery items overseas, for all overseas purchases. These will have to be borne by the customer.

If you reside in Malaysia or wish to have your item delivered to Malaysia, you may also purchase Malaysia e-shop at

When goods are shipped from country to country, we have to abide by the local authorities’ charges. The amount charged depends on jurisdiction, as well as the value of the goods being imported.

Sales Tax – known as VAT or GST depending on where you live, is a tax charged on the supply of goods and services. Depending on your country, sales tax may also be charged on top of the custom duties involved.

We will not bear any of the additional duties charged for importing jewellery items overseas, on all overseas purchases.

If you are purchasing and delivering in Malaysia, this section would not apply to you.

Return & Exchange

Return/Exchanges are approved on case-by-case basis. Kindly reach out to us within 7 days of receipt and keep the merchandise in its original purchase condition. This includes packaging and documentation.
Sale of personalised products, 999 pure gold and special orders are final and not eligible for return and exchange.
Please email us at [email protected] or Whatsapp us at +60122394033for further assistance.

Yes, all online purchases are eligible for an exchange, with the exception of:

– Digital Gift Cards
– Sponsorship products including giveaway items
– Custom and/or personalised products including custom gold bars, name necklaces, custom charms, pendants and engraved products. All custom-made rings will also not be eligible for exchange.

If a package or item delivered to you arrives damaged, please refuse the shipment. You may email us at [email protected] or Whatsapp us at +60122394033. Our customer service team will assist you.
If you have already accepted the delivery, please retain all relevant packaging materials together with the product in its original condition. Claims for damaged or missing items should be reported within 1 working day upon the receipt of your order. Do note that returns may take up to 10 working days to arrive at our headquarters. Once received, we will examine and advise the next course of action.
In the event the product returned is not damaged, we may at our discretion decide not to replace, repair or refund you for the product and/or require you to pay all reasonable delivery and servicing costs.

If you would like to make an exchange to another item, you may email us at [email protected] or engage us via Whatsapp. We will then advise accordingly if the exchange is possible, based on the purchase and the item’s condition.

Upon approval of a valid exchange, our customer sales representatives will contact you to bring your items to a retail store for exchange. Purchased items can only be returned in the country where it was originally purchased.

If you would like to request an exchange for a purchase made on other platforms outside of, you will need to initiate a request via the relevant app or website. I.e. please request an exchange of a Shopee order via Shopee Chat, and a Lazada order through Lazada.

Returns and refunds will need to be processed internally by the marketplace team, subject to their own policies.

Payment & Security

You can make payment via your Visa/Master card, online banking or GrabPay to pay for your order. 

For online purchases through our eStore, installments are available via:
Any locally-issued credit or debit card via Grab PayLater Instalments (3 months), and Grab PayLater Postpaid (Pay in full next month). You may select your preferred payment method during checkout.

We have taken measures to guarantee all confidential information is secure and safe through the implementation of the latest SSL encryption.
We maintain the utmost respect for your personal information and assure you that we will never sell it to a third party.

We also take fraud very seriously so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

Grab PayLater is an installment plan done through GrabPay, which splits the bill into 4-monthly installment payments with no interest and no hidden fees.

To be eligible for Grab PayLater, you are required to be:
– A Grab user for at least 6 months
– Aged 21 years and above
– With a Grab account that has been fully verified
– A Platinum, Gold, or Silver GrabRewards tier member
– Have a Grab app that has been updated to the latest version.

Do note that the credit limit for every individual may differ.

For more details about registration, kindly refer to the requirements detailed here or contact Grab for more information.

If you are unable to make payment via the associated payment platforms, this may be due to a number of reasons such as an outstanding payment, or exceeding your transaction limits.

For more help, kindly refer to relevant help centers:


If you have a payment issue regarding the use of VISA/Mastercard/Online Banking/GrabPay on our platform, reach out to us via Whatsapp or email.

At SK Jewellery, we want to make your shopping experience easy and comfortable, we have taken measures to guarantee all orders you place with us are secure and safe. We maintain the utmost respect for your personal information and guarantee that it will never be released to a third party. Once your order is shipped it is securely insured from our door to yours.

Check the card details on your account to make sure the information is correct, e.g. the expiry date, card type or your billing address. Make sure you enter the security code (CVV) correctly.
Your card issuer may have declined your payment. Please check with your card issuer for more information.
If you have checked all of the above, try paying with another card. If you have tried all these and are still having problems, contact our Customer Care Team via Whatsapp with as many details as you can about the issue – including any error messages you receive and we’ll try to resolve it as soon as we can.

Buyback & Trade-in

We wish to share that we do not buy-back gold products. However, we do offer gold trade-in if you are keen to upgrade your gold products.

We accept 916 and 999 gold jewellery purchased from SK Jewellery and other brands as well. However, only SK Jewellery gold products are eligible for 100% full retention of the gold value with certain terms and conditions.

To initiate a gold trade-in, kindly bring along the product and its original invoice to any of our retail stores. Do note that workmanship fees will not be taken into account during gold trade-in.

The bigger the carat, the bigger the shine! SK Jewellery is happy to offer a diamond trade-in for customers to upgrade to a bigger carat size. To do so, please bring your diamond jewellery purchase along with its original invoice to any of our retail stores for assistance.

Do note that only diamond jewellery above a purchase of 0.5 carats are eligible for trade-in and only within a time period of 1 years. This trade-in validity period varies by product collection as well.

Please be informed that diamond trade-in is not applicable for wedding band purchases, and diamond jewellery purchased outside of SK Jewellery.

Product Size & Availability

We understand that you would like to know when a particular design will be restocked.

There are two possible reasons why an item may be out of stock:

1. The item may still be available in our retail stores, and we can make arrangements to replenish our online inventory. In this case, we recommend that you contact our customer service team or check back on our website regularly for updates on the availability of the item.

2. The item may be discontinued as a design. Unfortunately, we would not be restocking this item in this case, and we recommend that you consider exploring other products available on the website.

We strive to provide the best customer service possible and appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team for more assistance.

Aside from our online exclusive collections, designs on our e-shop are also available at our retail stores, though stock availability may differ store by store. Stocks may differ in size, length, weight and consequently price as well.

If there is a specific piece you would like to view, kindly liaise with our Customer Service Team via Whatsapp.

To fully immerse yourself in the SK Jewellery experience, we encourage you to visit our retail stores.

For the most accurate measurement, you may proceed down to any of our SK Jewellery outlets. Our friendly retail staff will assist you in getting your ring size measured professionally.

Alternatively, you may measure your ring size on your own using our ring size chart as a reference.

Do note that our ring sizes are denoted in Hong Kong sizes.

To measure your bracelet length, you can use a soft measuring tape to measure just above your wrist bone and add approximately 1 to 2 cm to your wrist circumference.

Most of our chain bracelets are adjustable, and can be hooked tighter to make the bracelet more snug around your wrists.

Our bangles are listed in the size of wrist diameter. For bangles that come with a clasp, you may find your appropriate bangle size by measuring across your wrist with a ruler.

For bangles that cannot be opened or closed, please measure across your knuckles while touching all five fingertips together.

When it comes to jewellery chains, the recommended length varies from person to person. However, we found out that the most appropriate necklace chain length is 40 – 42 centimetres, which allows for the pendant to gently sit above one’s neckline in a pleasing v-shape. For men, we would recommend a chain length of approximately 45 centimetres or more.

If you would like to measure your own recommended chain length, you can measure your neck size using a soft measuring tape. With that measurement, add about 5 to 10 cm for a recommended chain length.

You can also opt to choose for a longer necklace chain. We offer a wide variety of chain lengths, from 35 cm up to 70 cm. Ultimately, this depends on your personal preference and dressing style, and this also allows you to layer different necklaces of different length together.

If you require a longer necklace chain, SK Jewellery also offers a range of chains from 45cm to 60cm.

Thank you for your interest in our designs. We apologise for the inconvenience caused by the unavailability of our sizes. We understand finding the right fit is important, and we would like to help in any way we can.

If your desired size is not available, kindly drop us a message via Whatsapp, or email our customer service team. We will do our best to assist you in finding a solution, be it finding an appropriate item of the right size for you or suggesting a comparable design that would meet your preferences.

Product Care & Information

We do not offer a warranty for our products. However, when it comes to quality and assurance, you can be sure we stand by our jewellery pieces.

We work with top manufacturers to create high quality jewellery pieces that are made to last. We are confident in the quality of our products, and should your item have any damage (e.g. tarnishing, loose gemstones) within a reasonable time frame, we will repair or send you a replacement for free.

First of all, we would like to extend our apologies for the disappointment and frustration caused. If you discover that your jewellery piece purchased is defective, please contact our customer service consultants on Whatsapp or at [email protected]. We will assess each case carefully and return to you as soon as we can.

To make the process smooth, please send your order number and a photo or video of the defective piece.

To keep your jewellery pieces ever brilliant and shiny, it is important to know what to avoid and how to care for your precious metals, diamonds, and gemstones.

Remove jewellery during tasks: When performing manual tasks, remove your jewellery to prevent physical damage or exposure to chemicals/cleaning fluids. Some tasks that should be avoided when wearing jewellery include kitchen work, gardening, cleaning the house and other common tasks.

Avoid contact with chemical agents: Putting jewellery on after applying these chemical agents will expose the jewellery to potential damages. Just to name a few, chemical agents include cosmetics, hairspray, perfumes, lotion, hair perming and colouring agents, bleach, detergent, shampoo and other cleaning agents.

Don’t wear jewellery in swimming pools and spas: Chlorinated water can react with the metals found in jewellery causing colour changes and even structural damage. As a result, it is a good idea to remove jewellery before entering the pool or spa.

Sports and jewellery don’t mix: Hard blows during sports can damage jewellery. All jewellery should be removed before play begins to avoid accidental damage. Delicate omega and snake chains should not be worn while sleeping.

Remove your jewellery before bath: Remove all jewellery before taking a shower. Soap can cause a film to form, making the jewellery appear dull and dingy. By preventing the formation of this film, you immediately reduce the occasions of servicing.

Gold Jewellery

Overtime, gold jewellery has the tendency to dull in colour. To keep them looking pristine, scrub them lightly with a toothbrush and warm water. For 916 and 999 gold jewellery pieces, we recommend not wearing them to bed. Due to the high gold content, they are more malleable and can be bent out of shape.

Diamond Jewellery

While diamonds are the hardest substance on earth, they still require care and attention. Handle them carefully by storing it away from other jewellery, as they have the potential to get scratched. To clean them, you can soak the diamond in warm water with a few drops of gentle soap liquid before brushing it with a soft toothbrush.


Often bought for their beautiful colours and shine, gemstones can also collect residue overtime and dull in colour. Similar to diamonds, one can clean them by using a soft toothbrush and warm water with a few drops of soap.

For more information on taking care of your jewellery, you may refer to our jewellery care guide

Keep your jewellery secure: Store your jewellery in a container and prevent it from moving around. While fabric-lined jewellery boxes are ideal, this can be as simple as using a shoebox and pieces of fabric.

Use anti-tarnish strips: Jewellery may tarnish even when they are not worn, especially silver and gold products. To maintain the lustre of your jewellery, place silver anti-tarnish strips in your storage container to help absorb the oxidants that discolour and tarnish jewellery.

Invest in travel cases: Travelling can be tough on jewellery, so it is wise to use a travel case to protect your favourite pieces. Traditionally made of fabric or leather, a jewellery travel case can carry jewellery of all types and fits easily into most suitcases or makeup cases. A case like this will be a good investment to protect your jewellery on the road.

Service & Repair

We are happy to assist you in keeping your jewellery at its best condition. Do drop by our outlet so we can inspect the merchandise and offer professional cleaning at no charge.

We offer engraving services for our engagement rings and wedding bands. Charges may be applied. Kindly head down to our retail stores to find out more.

Resizing service is available at all SK Jewellery outlets. Kindly head down to any SK Jewellery showrooms nearest to you to find out more.

Kindly bring your damaged jewellery down to any of our retail stores. Our consultants will do an in-depth examination of the damage and advise you accordingly.

Do note repair services are subject to the type of jewellery. For instance, 999 gold jewellery when bent has limited scope to be restored to its original shape. For such cases, gold trade-in may be considered instead.

We offer ear piercing services are chargeable with RM88 only.

Yes! We do offer a range of customised gifting pieces which can be purchased on our website. This includes:

-Customised Gold Bar

If you do have any specific customisation needs on your diamond rings or wedding bands, kindly reach out to us on Whatsapp or email for more information.

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