Frequently Asked Questions
GENERAL
What are your boutiques’ opening hours?
Please visit our Boutique Locator for the opening hours of our boutiques.
Are Poh Heng gift vouchers available for purchase?
Yes, Poh Heng gift vouchers available. They come in denominations of $50 and can be purchased or redeemed at any Poh Heng store. Each voucher is valid for one year from the date of purchase; strictly non-extendable.
What sizes are your rings measured in?
Our rings are measured in Hong Kong sizes. Click here to access our ring size guide.
The item I am looking for is out of stock. Will there be a restock?
We would love to help. Kindly send your request to customer.service@pohheng.com.sg or call our hotline at 1800-764 4364.
Do you provide jewellery customisation and how long does it take?
Yes, we provide personalisation & customisation services.
For personalisation, please visit any of our boutiques.
Depending on the design, jewellery customisation takes 6 to 8 weeks except during Chinese New Year when it may take 10 to 12 weeks. However, we are unable to customise any jewellery from other companies, brands, licensed brands or designs such as Hello Kitty.
If you have a customisation query, we invite you to visit any Poh Heng boutique, where our professional team will be happy to assist you directly. Alternatively, you may reach out to our
customer.service@pohheng.com.sg to understand more.
What is after-sales service? Am I entitled to it?
Our after-sales service includes complimentary cleaning, inspections, and advice on maintaining your jewellery. If the item requires repair service, we will assess the condition of your item during after-sales service and advise you on any necessary repairs or costs involved.
This service is available to all Poh Heng customers, including Signature and Prestige Tier members.
Do you provide engraving services?
Yes, we provide engraving services, only for Poh Heng products. Please visit our boutiques for more information. Alternatively, you may contact customer.service@pohheng.com.sg or call our hotline at 1800-764 4364.
Are your gold bars exempt from GST?
Poh Heng gold bars are not GST-exempted or investment-graded as our gold bars are calculated based on retail gold prices.
How can I get an item repaired?
Please bring your jewellery and its original invoice to any Poh Heng boutique of your convenience.
What kind of jewellery does Poh Heng carry?
We carry a wide array of quality natural diamonds, pearls, jade and various coloured-gem jewellery. Our jewellery assortment includes 22-Karat and 24-Karat gold, 18-Karat Yellow, White and Rose Gold, suited for every occasion. We also have our signature TRUST Diamonds collection of the brightest color and clarity. There is sure to be a piece that fits your wardrobe, lifestyle, and budget.
Can I request for an invoice without amount paid? I am buying jewellery as a gift.
Yes. We are able to provide gift invoices upon request.
What payment modes are accepted in Poh Heng Boutiques?
We accept cash, Poh Heng Gift Vouchers, WeChat Pay, AliPay, PayNow, PayLah!, Nets, Instalment Payment Plan (IPP) for DBS/UOB/OCBC, as well as all major credit and debit cards.
What payment modes are accepted in Poh Heng online store?
We accept Visa/Master credit cards, debit cards and PayNow. Poh Heng gift e-vouchers are also accepted (Terms & Conditions may apply).
ORDER & SHIPPING
Can I have free delivery?
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$15 or express shipping fees of $30 will apply.
Are there any locations excluded from delivery?
Yes, our delivery services (both Standard and Same-Day) are not available to the following areas:
- Military camps
- Jurong Island
- Airport Premises
- Pulau Ubin
Is there an option for same-day delivery?
Yes, we do offer same-day delivery at a flat fee of $30 within Monday to Friday. However, your order must be confirmed and paid for by 11am on the same working day to ensure delivery by 7pm. Orders paid for after 11am will be delivered by 7pm on the following working day. (Example: Orders paid after 11am on Friday will be delivered on the following Monday before 7pm).
Do you offer overseas shipping?
How long does it take to receive my order if I place an order online?
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.
How do I track my order?
You will receive an email notification when your order is being shipped.
Can I change or amend my order once it has been placed?
Unfortunately, we are unable to make any changes or amendments to an order once it has been placed and paid for.
How do I cancel my order?
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.
Can I collect my online order in-store?
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.
Can I change my self-collection date?
Unfortunately, the in-store collection date cannot be amended but we will hold your item(s) at the selected retail boutique for up to a week. 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.
IDENTITY VERIFICATION AND COLLECTION FOR CERTAIN PURCHASES
Why am I being asked to verify my identity?
As a registered jewellery and precious metals business in Singapore, Poh Heng is required to verify the identity of customers for high-value purchases under the Precious Stones and Precious Metals (Prevention of Money Laundering, Terrorism Financing and Proliferation Financing) Act 2019. This helps prevent money laundering and related activity, and applies across the industry rather than to you specifically.
Which purchases require identity verification?
Identity verification applies to purchases of $20,000 or above, and to some orders based on the customer's country or region. If this applies to your order, you'll be asked at checkout to select a boutique for collection. Your order will be prepared at your chosen boutique, where our staff will complete a short identity check when you collect. Please bring a valid photo identification document, such as your NRIC or passport, matching the name on the order.
Why is my order not available for delivery?
Your identity needs to be verified in person, which is why your order is collected at a boutique rather than shipped. Please note this applies only to the affected purchase.
What do I need to bring when I collect my purchase?
Please bring a valid photo identification document, such as your NRIC or passport. Our boutique staff will guide you through the short verification when you arrive.
How long does verification take?
It's a quick process that takes place when you collect your order.
Can someone collect on my behalf?
Verification must be completed by the purchaser, so we recommend collecting in person. If you're unable to, please contact our customer service team beforehand for assistance.
Can international customers sign up for Poh Heng membership?
Yes. Membership is open to overseas customers, except those located in countries subject to United Nations sanctions.
Why can’t I place an order or become a member in my country?
Online purchases and membership are not available in countries subject to United Nations sanctions, currently Iran, North Korea, South Sudan and Yemen. This is a legal requirement that applies to all businesses, and unfortunately we're unable to make exceptions.
Where can I read the full policy?
Please see "Identity verification and collection for certain purchases" in our Terms of Sale and Use.
BUY-BACK & TRADE-IN
Do you provide buy-back or trade-in services for gold?
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 (18K/750, 22K/916.67 & 24K/999): 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: The trade-in is arranged on a 'willing buyer and willing seller' 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 and gemstones 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 (22K/916.67 & 24K/999): You can sell your gold back to us. For details of the prevailing buy-back rates, please check in-store with our Boutique staff.
- Please note that (18K/750) gold is not eligible for cash buy-back but may be exchanged for new products.
- We only offer cash buy-back on gold jewellery originally bought from Poh Heng.
- For Poh Heng Trust® or non-Trust diamonds: Please enquire in our boutique.
- Non-Poh Heng diamonds and gemstones are not eligible for buy-back.
Important things to note for all trade-in and buy-back transactions:
- Please bring along the original receipt of your purchase as proof of purchase.
- In compliance with regulatory requirements, we will record personal details from your NRIC (for Singaporeans) or passport (for travellers) at the point of transaction. Original identification documents are required.
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.
Do you provide trade-in services for Trust® Diamonds?
Yes, we are pleased to offer a diamond trade-in option for our valued customers who wish to upgrade their Trust® Diamonds purchased from Poh Heng Jewellery only.
Simply bring your Trust® Diamond jewellery along with the original invoice to any Poh Heng Jewellery retail outlet for assistance.
Trade-in benefits are as follows:
Upgrade by Diamond Size:
- For customers upgrading to a larger Trust® Diamond: Poh Heng will offer 95% of the prevailing Trust® Diamond price as trade-in credit toward your new Trust® Diamond.
Upgrade by Invoice Value (time-based):
- Within 1st year:
Poh Heng will accept 100% of your original invoice value as trade-in credit toward a new Trust® Diamond, with a minimum purchase of 2× the original invoice price.
- Within 2nd year:
Poh Heng will accept 50% of your original invoice value as trade-in credit toward a new Trust® Diamond, with a minimum purchase of 2× the original invoice price.
- Within 3rd–4th year:
Poh Heng will accept 30% of your original invoice value as trade-in credit toward a new Trust® Diamond, with a minimum purchase of 2× the original invoice price. - Within 5th year onwards:
Trade-in transactions are no longer accepted.
This trade-in service is applicable to Trust® Diamonds purchased from Poh Heng Jewellery only and is designed to help our customers upgrade with confidence and enhance their collection with even more stunning diamond pieces.
EXCHANGES & RETURNS
Are all Poh Heng Jewellery exchangeable?
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.
What is your exchange policy?
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.
I received my order but something is missing. What do I do?
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.
I received a damaged or incorrect item. Can I return or exchange it?
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.
These are subject to the legal terms specified on a separate webpage, which shall supersede and control in the event of any conflict or inconsistency with the FAQ.
Feedback & Service Improvement
If there’s any way we can make your experience better, we’d love to hear from you!
Share your thoughts with us.