Customer Care

1.1 Place

Do you have a shop I can visit?

We don’t have a physical shop or outlet, however we often join in on pop up store and markets. Check out our social media pages for the latest information!

1.2 Ordering & Delivery

How long does it take to personalise?

Production (2-3 Days) + Delivery (1-3 Days)
Production & Domestic Deliveries from the point you place your order it can take up to 4 – 6 working days and in some extreme cases a day or two longer and depending on which town/state you are. Orders are not shipped on the weekends or holidays.

Delivery Charges

Enjoy FREE DELIVERY on all ordering items for delivery within Malaysia starting from 1/12/2016 until prior notice by Oranda. Pricing may vary depending on promotions running on the site.

How do I track my order?

All Parcels are fully traceable and it is your responsibility to track your parcel once it is shipped. After your order is shipped out, a confirmation email with online tracking number and link will be sent to you.

Can we do rush order like getting it within 1/2 days?

We can’t offer same-day or next-day delivery for all personalised item, except for ready stock item and is upon request. Please put in your requested delivery date on the Notes Section at checkout or contact us in prior HERE to arrange. We will do our best to accommodate you, but can’t make any promises.

What if I wanted to send as a gift? Will they see the pricing? How is it packaged?

If you are ordering as a gift and would like us to ship it directly to the recipient, please top-up to gift option for wrapping service and write your message in the special instructions text box at checkout.

Made A Mistake On My Order Or Put A Wrong Shipping Address, Can You Change It?

No Cancellation Allowed but Changing Order Details. If you receive an order confirmation email and notice a mistake with the order, please contact us within 24 hours with no exceptions. *Please always review order spelling before checkout.

Do you offer the option of meet-up or self-collection for orders?

We currently do not offer the option of meet-up or self-collection. All orders are dispatched by mailing.

Why do the product colours look different in the pictures?

Colours appear differently under studio lighting and natural lighting. There may be a slight variance in colour, depending on your computer monitor’s calibration.

1.3 Exchange/Repair

Can I Return Or Refund Final Sale Merchandise?

Most of our item are “Made-To-Order” – Personalised Jewelry, final sale merchandise cannot be returned or exchanged or refund, so purchase with care. Unless your order received due to our oversight. Refer to the Jewelry Sizing Guide or Contact us if you are uncertain of any size, color etc. prior to placing an order.

What should I do when I received a Faulty/ Wrong Item?

If something unpleasant happens, we would love to get things right. We offers Free Exchanges or Refund Credit for our online store on all of our items including in all their original receipt and packaging materials within 10 days from when your package was delivered. For more information for RETURN/ EXCHANGE & REFUND, please check here.

Do you Provide Warranty Term & Repairs?

We‘re sorry, Oranda Jewelry does not provide warranty term. However, for replating, fixing clasps, etc. You can return your jewelry to our headquarter by following the Exchange & Return terms & method. You may enjoy a free repair service for the first request within three (3) months with T&Cs. Otherwise, any after repair or re-plating services will be at a small cost.

1.4 Jewelry Care & Guide

Is your jewelry Nickel-Free?

Yes, the majority of our jewelry is nickel-free, but also check the note stated explicitly in the item description. However, many cases of allergic reactions are actually caused by the cleaning solutions used rather than the metal. Safely check a cleanser by testing a small area on your skin.

Does Silver or Gold Rust?

No. Only IRON rusts. It only get tarnished. Other metals are vulnerable to different forms of chemical reaction, which include oxidative changes, or direct contact with substances that contain sulfur or chlorine. Silver tarnishing occurs is dependent on the skin ph and care habits of the wearer. While Gold doesn’t tarnish, but it can be dirtied by the oils in your skin, makeup or other substances. We recommended for professional cleaning a twice yearly.

Can you wear sterling silver in water?

Showering or washing is fine but do not wear your jewelry in the pool or ocean, at the gym, or with perfume or harsh chemicals.

How can I clean my tarnished jewelry?

Best way to prevent tarnish is to wear it everyday! Silver doesn’t tarnish if it’s constantly polished, which is exactly what you’re doing if you’re wearing it. Besides that, always clean your jewelry after wearing it and before you store it to minimize tarnishing.

What does plated Silver means?

Plating is a method of depositing a layer of metal onto the surface of another metal through an electrochemical process in order to prevent it from tarnishing. Oranda uses white gold plating on most of the silver pieces, giving them more shine and durability. Although plated jewelry does not tarnish, it will get dirty. be prepared for some easy maintenance. Read more at Jewelry Care & Guide for more tips

Is plating jewelry long lasting?

It depends on how the jewelry is maintained and whether you wear it constantly. If the piece experiences significant wear, the good appearance may last only a fairly short time and you can come back to us for re-plating service. Get more tips here: Jewelry Care & Guide / contact us at info@orandajewelry.com for replating service enquiry.

1.5 Jewelry Sizing

How do I figure out my ring size?

Your ring should fit your finger comfortably; snug enough so that it will not fall off, but loose enough to slide over your knuckle. If you don’t know your ring size, we recommend having a local jeweler measure your ring size based on the Asian Sizing or measure by using string. Please refer to the Jewelry Sizing Guide for more information.

1.6 Business & Press

How do I figure out my ring size?

Your ring should fit your finger comfortably; snug enough so that it will not fall off, but loose enough to slide over your knuckle. If you don’t know your ring size, we recommend having a local jeweler measure your ring size based on the Asian Sizing or measure by using string. Please refer to the Jewelry Sizing Guide for more information.

1.7 Collaborations

Can we work together?

Yes, surely! We enjoy collaborations. Photographers, stylists, influencers, business owners, etc are all welcomed Please get in touch with us at info@orandajewelry.com if you are interested and tell us what you have in mind.

Support / Help Centre
Please reach out to our friendly Customer Experience team at Oranda Live Chat (Monday – Sunday, 9am – 9pm) or email us at info@orandajewelry.com for us to assist you better!

Order & Purchase Policy
Oranda Jewelry prices are fixed and are not negotiable. All items will be priced based on per item calculation. Except for certain Gold Jewelry are either fixed price or seasonal price and will be indicated on the product pages. The gold market fluctuates from time to time, so prices of gold ornaments shall be calculated according to the market price of the day orders made and the workmanship of the item.

Payment Method
All Oranda Jewelry orders will be processed in Malaysian Ringgit (MYR). orandaJewelry.com is powered by iPay88, a secure payment gateway based in Malaysia. Internet banking from all major banks in Malaysia is supported in Oranda Jewelry. *No forms of payment details are kept in our server. All transactions are performed separately and securely by our gateway provider. Shop with a peace of mind knowing that you are in safe hands.

Display & Product
Do understand that there may be a slight difference in the colors from the displayed pictures and the actual products, due to the different display capabilities of monitors. We will not be responsible in making any exchanges or returns due to this.

Quality & Material
Quality and material issues are subjective and based on preferences. We do not promise 100% similarities of depicted items and the actual items. Nonetheless, rest assured that we have taken pains to ensure that the product variations, if any at all, are slim and of marginal differences.

Measurement
Please do measure carefully and place your sizes order based on the correct sizes. We regret to inform that no exchanges or returns shall be entertained due to the wrong sizing ordered. For more information on the measurements, do read up Jewelry Sizing.

Out of Stocks
If there is a shortage of stock supply for certain product, you will be duly informed of the restocking and delivery time frame, or refunds will be done on a case by case basis. However, in the case where stock runs out for pre-order items or if the supplier stops supplying the products (these things happen), you will be fully refunded with an apology.

Sending as a Gift
We have taken the liberty of providing a card in the packages we send out. Should you have a special request for a customized message for gifts you would like us to send directly to the recipient, we will be happy to include this personalised message in the card on your behalf. Please write your message in the special instructions text box at checkout or email us at support@orandajewelry.com with your invoice number and message.

Packaging
Our packaging allows for several items to fit in one box. Should you have a particular request regarding how you would like your finery to be packed, do let us know by including it in the special instructions text box or email us at support@orandajewelry.com, and don’t forget to quote your invoice number.

Warranty & Repairs
We‘re sorry, Oranda Jewelry does not provide warranty term. However, for replating, replacing clasps, fixing clasps, tightening clips and clasps, etc. You can return your jewelry to our headquarter by following the Exchange & Return method. You may enjoy a free repair service for the first request within three (3) months with an original receipt as the original proof of purchase and if the item has zero records of claim repair service. Otherwise, any after repair or re-plating services will be at a small cost. However, if this is inconvenient for you, we would advise you to any local jeweler for assistance.

Delivery Fees & Duration
Your Order will be processed production typically within 2-3 working days and for KL/ Klang Valley deliveries we use POSLAJU Domestic Courier – so basically we’re talking 4-6 working days total depending on which town/state you are. For Sabah/Sarawak, expect approximately 5-7 days for delivery.
*Please note that there is no same-day or next-day delivery for all personalised item, except for ready stock item and is upon request on the Notes Section at checkout and we will do our best to accommodate you. Prices do not include delivery fee. For more information on shipping fees and our delivery policy do read up our Delivery & Shipping.

Changes / Cancellations
If you receive an order confirmation email and notice a mistake with the order, No Cancellation Allowed but Changing Order Details. Please contact us within 24 hours with no exceptions. If it’s after business hours, email us a clear and detailed message with your name, phone number, and your order number (if available). – If you wanted a rushed delivery time and production on the item has been started, it may not be cancelled.
*Please always review order spelling before checkout. We try to catch customer mistakes as a courtesy if possible to save time and money on both ends.

Special Custom Order
A 50% Non-Refundable deposit is due at the time of placing any custom order, with final payment due three (3) days prior to the delivery or pickup date. If your custom order is made less than one (1) week of delivery time, the total amount is due immediately. If final payment is not made by this date, the order is considered canceled or forfeited.

Cancellation Custom Order
Notification of cancellation must be made seven (7) or more days prior to the delivery or pickup date in order to receive a partial refund of monies paid. No refunds will be issued for cancellations made with less than seven (7) days notice.

Design Finalization
The date of your final payment is the final date for any changes of size, material or additional request. Any changes requested after this date cannot be guaranteed and may be subject to additional rush-order charges based upon time and product availability.

Deposit
Note that regardless of the cancellation date, the 50% deposit is always non-refundable.

Support / Help Centre
Please reach out to our friendly Customer Experience team at Oranda Live Chat (Monday – Sunday, 9am – 9pm) or email us at info@orandajewelry.com for us to assist you better!

Delivery Policy
Delivery Partner Pos Malaysia – Oranda Jewelry partnered with Poslaju to handle all incoming and outgoing mails, courier and parcel locally.

Packaging
All orders come in a ORANDA gift box and shipped in a box or padded envelope so they will arrive  undamaged. If you are ORDERING GIFTS and need a box for each piece or wrapping service, please choose a gift option and personalised message in the Notes section at Checkout.

Delivery Duration/ Days
Receiving Time = Production Time + Delivery Time
Weekly Delivery Schedule : Dispatchment Every Tuesday, Thursday & Sunday

Estimated delivery dates vary due to carrier shipping practices, delivery location and the items you order. Please allow up to 2-3 working days for us to process your personalised order before delivery, (*Please check on the product details for specific working days.) Items delivery lead time according to location:

Klang Valley: 1-3 working days;
Rest of Peninsular Malaysia: 1-4 working days;
Sabah, Sarawak 2-5  working days.

  • Please note that there is no same-day or next-day delivery for all personalised item, except for ready stock item and is upon request on the Notes Section at checkout and we will do our best to accommodate you.
  • Orders are not shipped on the weekends or holidays. Working Day” refers to Sunday to Thursday, except  Friday, Public Holidays or any blackout dates imposed by Oranda.
  • Our own workshop are based at Kelantan, generally all orders will be shipped from there. Please refer to our Weekly Delivery Schedule for dispatchment day.

The Delivery Charges Within Malaysia
Enjoy FREE DELIVERY on all ordering items for delivery within Malaysia starting from 1/12/2016 until prior notice by Oranda. Pricing may vary depending on promotions running on the site.

Track Order Delivery Status
All Parcels are fully traceable and it is your responsibility to track your parcel once it is shipped. After your order is shipped out, a confirmation email with online tracking number and link will be sent to you. The tracking number will be valid for your check within 48 hours after you receive the email. If you did not receive any shipping confirmation email more than a week, please contact us at info@orandajewelry.com

Unclaim Parcel
If the parcel is returned to our warehouse due to unclaimed from the customer, the customer has to bear for the postage charges for the second delivery. No refund allowed for the ordered item.

Failed Delivery
If your parcel does not arrive more than a week, the best and quickest way to resolve your inquiry is to contact us.

For International Delivery
We offer International Shipping with tracking. Upon placing the order and 1-3 working days needed for processing, your parcel will be dispatched to our courier partner; Poslaju Malaysia. After which, delivery lead time for International shipping would take up to 4-9 working days. Please see the Shipping fee guidelines are as follows:

Support / Help Centre
Please reach out to our friendly Customer Experience team at Oranda Live Chat (Monday – Sunday, 9am – 9pm) or email us at info@orandajewelry.com for us to assist you better!

Exchange & Return Policy
Thank you for your kind support and we want you to be happy with your purchase. If something unpleasant happens, we would love to get things right. We offers Free Exchanges or Refund Credit for our online store on all of our items except for Special Custom Orders and Earrings, including in all their original packaging materials within 10 days from when your package was delivered.

How to Organise an Exchange or Return
Ensure that your item fulfills the conditions below and is not in the Non-Exchangeable & Non-Refundable Items list. Kindly fill up the Return Form or Online Form Here & send back the item to our HQ.

Non-Exchangeable Items
Please note that due to final clearance, hygiene concerns and requests, all earrings, Personalised & Customs Items, special orders, discounted, promotional or sales items and E-Cards are non-exchangeable and non-returnable. They are considered to be final sale.

Exchange & Return Eligibility
Oranda has the right to decline your request for a replacement, if on inspection according to conditions. If the item is returned and upon inspection is deemed worn, you will not be refunded and will be required to pay shipping to have it returned to you. We carefully inspect all returns/exchanges to ensure they are in mint condition.

1.Typical exchange or refund scenarios that will not be accepted include:

  • Your request for a refund due to the Oranda not being made of the material that you expected.
  • If you have entered the wrong order details such as, crafting words, product details, shipping address, unfortunately we cannot offer a replacement, nor redirect your item/s.
  • If you have selected the wrong colour/ size/ chain option and length/ design item/ quality.
  • Damaged experienced to your item/s incurred by the wearer.

2.Exchanges are only available for size and/or colour of the same style. Exchanging for a different product is strictly not allowed. We recommend to return your original item for a refund and place a new order for the different product.

3.Gifts are only eligible for an exchange if accompanied by a receipt. And gift wrapping charges are non-refundable.

Faulty or Not Delivered Item
Each piece is handcrafted and therefore may be subject to slight differences. We do our best to stay consistent with our craftsmanship. Oranda will gladly repair it or refund to the Customer the value of the item replace or exchange the item as the case may be if :
– The Item is delivered in a damaged condition / breaks due to production or delivery faulty
– Item is ordered and invoiced but is not delivered;
– Wrong Item is delivered.

Whilst we hope this never happens, however, on the off chance you do receive goods with a fault, please contact us or email us at support@orandajewelry.com so we can help to get things right soonest.

How Long Does It Take For My Return/ Refund To Be Processed
We try and process returns as quickly as possible. Once we have received your package, if you ask for return, we do ask for up to 48 hours to be able to process your request.
• For exchanges: We will send your new piece/s out in 3 days when we get the returned items and email you a tracking number.
• For refunds: It will be processed within 7 working days to your credit/debit card or PayPal (the same method you used to pay) and email you a confirmation once complete. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Thanks for your cooperation and understanding.

Return Item Request
Most of the items are “Made To Order” so there is a 15% of purchase price restocking fee for returns and shipping charges or gift wrapping charges are non-refundable. We are not responsible for lost or stolen items while in transit back to us and there may be a re-work fee.

Oranda Jewelry reserves the right to amend and change and items in this policy time to time as we see fit. Please reach out to our friendly Customer Experience team at Oranda Live Chat (Monday – Sunday, 9am – 9pm) or email us at support@orandajewelry.com for us to assist you better!

Support / Help Centre
Please reach out to our friendly Customer Experience team at Oranda Live Chat (Monday – Sunday, 9am – 9pm) or email us at info@orandajewelry.com for us to assist you better!

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