Frequently Asked Questions

We’re delighted to offer free delivery for orders above S$500, inclusive of GST. For orders that do not meet this minimum requirement, standard shipping fees of S$10 or express shipping fees of $30 will apply.

You can email your request to customer.service@pohheng.com.sg. Please note, however, that Disney and Hello Kitty items are not available for international orders due to license restrictions.

We strive to ship all orders within 3 working days of purchase, and you can expect to receive your order between the 4th and 7th working day from the date of purchase. However, please be aware that there may be occasional delays during peak shopping seasons. For rescheduled/missed deliveries, please note that a nominal charge of S$10 for standard shipping or S$30 for express shipping will apply. We appreciate your understanding and are committed to providing a smooth and efficient online shopping experience for our valued customers.

You will receive an email notification when your order is being shipped.

Unfortunately, we are unable to make any changes or amendments to an order once it has been placed and paid for.

Once an order has been processed and shipped from our warehouse, it cannot be cancelled. This is because we strive to provide our customers with the most efficient service possible. We encourage you to carefully review your order before completing the purchase.

Yes, we offer in-store collection for customers who prefer to pick up their orders. When placing your order, simply choose the in-store pickup option and select the store location where and when you would like to collect your order.

Once your order is ready for pickup, we will send you an email notification. Please present your Order Confirmation email related to your purchase when collecting your order in-store.

Unfortunately, the in-store collection date cannot be amended but we will hold your item(s) at the selected retail boutique for up to two weeks. We will also send you a reminder if the order is not collected by the selected date. To prevent order cancellation, kindly collect your order promptly.

Yes, we do offer same-day delivery at a flat fee of $30 within Mondays to Fridays. However, your order must be confirmed and paid for by 1pm on the same working day to ensure delivery by 7pm. Orders paid for after 1pm will be delivered by 7pm on the following working day. (Example: Orders paid after 1pm on Friday will be delivered on the following Monday before 7pm).

Yes, Poh Heng Jewellery offers both buy-back and trade-in options for our customers.

Our trade-in policy allows for the upgrading of Poh Heng products to new item(s). Here’s how it works:

• – For Poh Heng Gold products: You can trade-in for a new item. We offer 95% of the gross weight gold value based on the prevailing retail gold price on the day of trade-in.
• – For non-Poh Heng Gold products: You can trade-in for a new item. The value is calculated based on 82% of the gross weight gold value at the prevailing retail gold price on the day of trade-in.
• – For non-Poh Heng Gold: The trade-in is arranged on a willing seller-willing buyer basis. For more details, please visit our boutique.
• – For Poh Heng Trust or non-Trust diamonds: Please enquire in our boutique.
• – Non-Poh Heng diamonds are not eligible for trade-in.

Our buy-back policy allows for the selling back of Poh Heng products to us for cash. Here’s how it works:

• – For Poh Heng Gold products: You can sell your gold back to us. You’ll receive 82% of the gross weight gold value based on the prevailing retail gold price on the day of buy-back, and a further 10% is deducted thereafter.
• – For non-Poh Heng Gold: The buy-back is arranged on a willing seller-willing buyer basis. For more details, please visit our boutique.
• – For Poh Heng Trust or non-Trust diamonds: Please enquire in our boutique.
• – Non-Poh Heng diamonds are not eligible for buy-back.

For more information or assistance, please visit any of our boutiques. We strive to provide a variety of options to make it easy for you to enjoy the beauty and value of our fine jewellery.

Yes, we are delighted to offer a diamond trade-in option for our valued customers who wish to upgrade their Trust Diamonds and diamonds bought from Poh Heng Jewellery only. To upgrade, simply bring your diamond jewellery purchase along with its original invoice to any of our retail outlets for assistance.

For Trust diamonds, you will receive 95% of the nett diamond-only value from the prevailing diamond price on the day of exchange. Please note that this is only applicable to Trust Diamonds purchased from Poh Heng Jewellery.

We are committed to providing our customers with excellent value and the opportunity to enhance their collection with even more stunning diamond pieces.

There are certain items that are not eligible for exchanges. These include:

• – Special orders and engraved jewellery
• – Corporate items and gifts
• – Sponsored items

Please note that all exchanges are subject to Poh Heng Jewellery’s exchange policy and any applicable terms and conditions.

If you are unsatisfied with your purchase, you may exchange it for an item of equivalent or higher value at any of our boutiques within 14 calendar days of receiving your order. To be eligible for an exchange, the item must be in its original good condition and accompanied by the original receipt and certificate (where applicable). Please note that if the exchange item is of a higher value, you will need to top up the difference. There will be no refund of difference if price of the new item is lower than the original item.

We do not offer cash refund, and there will be no refund of difference if the price of the new exchanged item is lower than the original item. Please ensure that the item is returned in new and unused condition, and in its original packaging, in order for us to process the exchange.

The following items are also not available for exchanges:

• – Special orders and engraved jewellery

For more help, you may contact customer.service@pohheng.com.sg or call our hotline at 1800-764 4364.

We are sorry to hear that. Kindly send your enquiry with your Order Number to customer.service@pohheng.com.sg or call our hotline at 1800-764 4364. We would assist to find out more immediately.

We are sorry for the inconvenience. For such instances, please alert us within 3 days of your receipt by sending your request to customer.service@pohheng.com.sg or call our hotline at 1800-764 4364. Kindly ensure your items are returned in its original condition and packaging. There will be no cash refunds in any part or in full. We will assist and advice on the next steps accordingly.

You can sign up for the Poh Heng Privileges card online or in-store, upon purchase with a minimum spend of $200.

Yes, you can use your Poh Heng Privileges card immediately, and the discount will be applied to your current purchase. However, you must complete your registration as a member and be logged in to enjoy the discount. Please note that terms and conditions apply.

The Poh Heng Privileges card entitles the customers to a discount online or in-stores.

Poh Heng Privileges entitles the cardholder to:

• – 10% off fixed price jewellery excluding Licensed Brands & Gold Bars
• – 10% off workmanship on pay-per weight jewellery

You will also get exclusive access to our sneak previews and sale events!

Find the full list of terms and conditions here.

No, the Poh Heng Privileges provides a lifetime membership.