FAQ
Q.1. Where are you based?
We are based in Singapore.
Q.2. I have sensitive skin. Are your jewelry safe?
Our jewelry are made of solid 925 Sterling Silver. They are nickel free, lead free and cadmium free making them hypoallergenic which are a great option for most sensitive skin users.
Q.3. Can I purchase order via Instagram or email instead of going through your website?
We no longer accept any order via Instagram or email unless via our monthly IG Live. We highly recommend you to place your order via our website to enjoy members' benefits for greater shopping experience.
Q.4. I have updated address for my account. Why do I need to fill in again on every checkout?
You can avoid this by setting your shipping address to default. (Steps: Account > View > Addresses > Edit > Set as default address > Update address)
Q.5. How long will it take for my order to ship?
For local address, your order will reach you within 1 to 4 business days depending on the delivery mode you have opt for. As for international address, it will take up to 21 business days depending on your location. However, do expect your parcel may take a longer period if you order during peak period (festive period, major holidays, sales event). Please ensure that your order is addressed to a correct location as we will not be responsible or liable for any lost parcels. In the event that your package is lost, we highly encourage customers to contact their local postal service for a more expedited response.
Q.6. Do you ship worldwide?
Yes, we do. Please refer to Payment and Shipping for details on the fees. However, we do not ship to PO Boxes.
Q.7. What is your return policy?
All returns have to be made within 7 days from date of delivery and postage charges to be borne by customer. Please refer to Exchange & Return for our return policy.
Q.8. Can I exchange or return an incorrect or defect item?
Yes, you may do so. Please take a clear snapshot of the item and email us at marketing@5iveletters.com within 24hours after receiving your parcel. We regret to say any email thereafter will not be honored. Do take note that the exchange or return is subject to stock availability. For avoidance of doubt, we do not exchange for any earring which has been used or worn due to hygiene purpose.
Q.9. Oops. I have entered wrong mailing address. What should I do?
In the event, there is any incorrect mailing address details provided, please email us immediately at marketing@5iveletters.com so we can rectify. If the parcel has been sent for shipment, we regret to inform that we are unable to make any amendment. If the parcel is returned to us, we can assist to arrange to ship the items back. Additional postage charges to be borne by you. We will not be responsible or liable for any parcel with incomplete or inaccurate address or any lost in transit due to this reason.
Q.10. Can I cancel an order?
We regret that once order has been processed, it cannot be cancelled.