FAQs

There has been a change in the VAT rules implemented from 1 July 2021 which subjects all commercial goods imported into the EU to VAT irrespective of their value; this is applicable to cross-border B2C companies like us.

You can click here for more details about these changes:
https://ec.europa.eu/taxation_customs/business/vat/vat-e-commerce_en
https://ec.europa.eu/taxation_customs/business/vat/postal-operators-and-couriers_en

If you’re residing in a country within the European Union or United Kingdom, we are pleased to inform you that we are offering a "Tax and Dutie Paid Service" to pay any tax and duties on your behalf. So, when purchasing from our store in EUR & GBP, you will not need to worry about incurring additional costs when your parcel arrives in your country!

The price that is reflected includes [original price in USD + VAT + currency conversion].

With this change, we hope to lessen the cost for overseas customers importing goods into the EU and UK. Otherwise, affected customers will have to pay both VAT and a handling fee which may amount to 40 Euros or more.

For orders below EUR 150 or GBP 135, we will be paying VAT on your behalf so you will not have to pay any duties or taxes.

However, orders above EUR 150 or GBP 135 are classified as large value orders by EU and GB customs authorities and customers will have to pay [VAT + Import Taxes + Handling Fees] for them. We have bundled this into your shipping rate so that you will not have to make any additional payments to your local customs when you receive your order.

If you have any issues clearing your local customs, feel free to reach out to our customer support team at support@askandembla.net. Our team will be happy to help!

For countries in Europe, UK, Canada and Singapore, the prices will be automatically converted to the respective currency suited for your shipping address during checkout.

There has been a change in the VAT rules implemented from 1 July 2021 which subjects all commercial goods imported into the EU to VAT irrespective of their value; this is applicable to cross-border B2C companies like us.

You can click here for more details about these changes:
https://ec.europa.eu/taxation_customs/business/vat/vat-e-commerce_en
https://ec.europa.eu/taxation_customs/business/vat/postal-operators-and-couriers_en

If a product is available on our website, it is physically present with us and able to ship right now as per normal. Up until your order is handed over to a delivery fleet, there will be no delays.

As delivery services around the world are experiencing strains right now, opting for Standard Shipping will likely lead to delays.

While Standard Shipping is still an option, the rapidly changing effects of the COVID-19 situation may still present unforeseeable changes to Standard Shipping services. We cannot be liable nor provide protection in the event that parcels go missing or undelivered.

In such events, we will not be able to provide refunds for parcels sent via Standard Shipping. As such, we highly, highly recommend opting for express shipping for your parcel to reach on time.

Yes, you will still qualify for free standard shipping if your final order value is US$70 & above (after discounts)* AND if the postal service in your country is still accepting international parcels for standard delivery from DHL Ecommerce.

* For customers in Canada, the minimum order value to qualify for free standard shipping is US$80 (final value after discounts)
* For customers in Singapore, the minimum order value to qualify free standard shipping is US$30 (final value after discounts)

Until delivery restrictions are lifted, we are temporarily unable to ship to the following countries at the moment.

Algeria, Antigua and Barbuda, Azerbaijan, Aruba, Azerbaijan, Bahamas, Barbados, Bermuda, Belize, Bhutan, Bolivia, Bonaire, Botswana, Brunei Darussalam, Burkina Faso, Burundi, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Comoros, Costa Rica, Congo, Democratic Republic of the, Cuba, Curaçao, Djibouti, Dominica, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Eswatini (Swaziland), Fiji, French Polynesia, Gabon, Gambia, Ghana, Grenada, Guadeloupe, Guatemala, Guinea, Guinea-Bissau, Guyana, Honduras, India, Iran, Ivory Coast, Jamaica, Kenya, Korea, Republic of, Kuwait, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Maldives, Mali, Martinique, Mauritania, Mauritius, Moldovia, Mongolia, Montenegro, Morocco, Myanmar, Namibia, Nepal, New Caledonia, Nicaragua, Niger, Nigeria, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Réunion, Rwanda, Samoa, Saudi Arabia, Senegal, Sierra Leone, Somalia, South Africa, Sri Lanka, St. Helena/Ascension/Tristan da Cunha, St. Kitts and Nevis, St. Lucia, Saint Vincent and the Grenadines, Sudan, Suriname, Thailand, Trinidad and Tobago, Tunisia, Tuvalu, Uganda, Uruguay, Uzbekistan, Vanuatu, Wallis and Futuna, Western Sahara, Zimbabwe

If you are from these countries and wish to place an order with us, kindly reach out to our customer care team at support@askandembla.net

i) Our warranty starts effectively from the date the customer receives the jewelry.

ii) Our warranty covers any manufacturing defects for our 14K Solid Gold Jewelry, such as damage to the material or poor workmanship.

iii) Our warranty covers damage to the product that occurred from regular daily use.

If your concern falls under any of the 3 reasons above, we will send a replacement to you via standard shipping at no extra cost. Should you wish to receive your item via express shipping, or if standard shipping is unavailable for your address, you will be required to bear the cost of shipping.

If your jewelry is defective/damaged on receiving it, and a claim is made within 7 days of receiving it, no return will be needed. If more than 7 days but less than 30 days have passed, you will be required to return the jewelry to us (we will cover the return shipping fees). If more than a month has passed, you will be required to return the jewelry and bear the return shipping fee.

All of the above scenarios will result in us sending a replacement to you after our verification processes have been completed.

To start your claim, contact us at support@askandembla.net with your order number, a brief description of the issue and supporting images. Our customer care team will arrange for your replacement.

Note: To better care for your 14K Solid Gold Jewelry, occasional washes with soap and warm water is advised. You may also use a jewelry polishing cloth to help restore its shine. More information can be found here.

i) Our warranty does not cover normal wear and tear (e.g. scratches) or damage due to improper use or storage (e.g. accidental drops).

ii) Our warranty does not cover loss or theft of the 14K Solid Gold Jewelry during transit or after it is received. Regretfully, this is not within our control as the parcel is handled by a 3rd party courier.

iii) Our warranty is not applicable if any modifications or repairs were done to your 14K Solid Gold Jewelry by a third party.

iv) Our warranty is not applicable to 14K Solid Gold Jewelry purchased through a third party reseller (i.e. not through https://askandembla.net or any of our directly owned online channels). This means that you will need to have an Ask & Embla order number or invoice to qualify for the warranty. If you have purchased your item through a reseller, please contact your reseller and we will work with them to get your damaged item replaced if it qualifies for a replacement.

Regretfully, we do not have a warranty policy for our non-14K Solid Gold Jewelry yet.

If you receive a defective or incorrect item in your order, simply reach out to support@askandembla.net with your order number, concern and pictures/video of the defective/incorrect product(s). Our customer care team will support you from there.

For more information, see the ‘Returns & Replacements’ section below.

After we’ve confirmed your eligibility for warranty, do follow the steps indicated in this guide on how to return your defective items.

Free STANDARD shipping is eligible for final order value of US$70 & above (after discounts), with an exception for Canadian and Singaporean customers.

* For Canadian customers, the minimum order value to hit free standard shipping is US$80
* For Singaporean customers, the minimum order value to hit free standard shipping is US$30

For non-wholesale customers, free EXPRESS shipping varies from country to country due to fluctuating express shipping rates, but starts at a minimum order value of US$150 (after discount).

For countries in the EU region* below, if your minimum value hits US$250, free 48-hours EXPRESS Shipping will automatically be available to you for selection at checkout (if applicable to your country).

*Applicable to these selected countries only:
Slovakia, Austria, Germany, Estonia, Denmark, Netherlands, Belgium, France, Croatia, Greece, Finland, Switzerland, Romania, Malta, Poland, Italy, Spain, Luxembourg, Portugal, Sweden, Lithuania, Ireland, Czech, Hungary, Bulgaria, Slovenia, Latvia, Cyprus, Liechtenstein, Norway

Do note that free express shipping may not be applicable to all regions due to the limitations of postal services. In such scenarios, our customer service team will reach out to you to resolve the issue. We hope to seek your understanding on this.

We ship internationally, and all orders dispatch from Singapore.

All orders above USD$70 (final value after discounts) qualify for free standard shipping, with an exception for customers in Canada and Singapore. The shipping rates for orders below USD$70 vary, depending on country. Shipping estimates can be calculated before checkout.

Please note that these are estimates of the time it takes for a package to be sent to you---including order confirmation, packing, and transit. The delivery timings of each parcel may change from time to time, depending on variables like weather conditions, customs, etc. You may also check in on your delivery status from your tracking number and link.

The effects of COVID-19 on shipping logistics may still present unforeseeable changes to Standard Shipping services around the world. Should parcels go missing or undelivered, we will not be able to provide refunds for parcels shipped via Standard Shipping. As such, we highly, highly recommend opting for Express Shipping for your parcel to reach you safely and on time.

Estimated Time for Regular Shipping

DESTINATION	NO. OF DAYS
Europe
Austria	11 - 13
Belgium	10 - 13
Czech Republic	10 - 13
Denmark	10 - 16
Finland	12 - 15
France	8 - 11
Germany	7 - 9
Hungary	11 - 14
Ireland	10 - 14
Italy	16 - 18
Netherlands	8 - 13
Poland	10- 14
Portugal	13 - 18
Spain	10 - 15
Sweden	9 - 13
Switzerland	10 - 15
Turkey	12 - 16
United Kingdom	6 - 13
Rest of Europe	13 - 17
Asia Pacific
Australia	9 - 13
Hong Kong	8 - 11
Japan	10 - 12
South Korea	8 - 11
New Zealand	9 - 14
Taiwan	8 - 10
Thailand	9 - 13
Rest of Asia Pacific	9 - 21
Americas
Canada	11 - 14
United States of America	10 - 12
Rest of South America	11 - 21
Middle East & Africa
Rest of Middle East & Africa	11 - 21

Please note that these are estimates of the time it takes for a package to be sent to you---including order confirmation, packing, and transit. The delivery timings of each parcel may change from time to time, depending on variables like weather conditions, customs, etc. You may also check in on your delivery status from your tracking number and link.

When choosing Express Shipping, your signature will be required upon delivery. We highly encourage you to sign for your parcel to ensure its safe arrival home to you. Signature Releases (allowing for your parcel to be left at your door) is not recommended. In the event of missing or undelivered parcels, we will not be able to provide refunds, nor be responsible for parcels that were allowed Signature Release.

Estimated Time for Express Shipping

DESTINATION	NO. OF DAYS
Europe
Austria	4 - 6
Belgium	4 - 6
Czech Republic	4 - 6
Denmark	6 - 8
Denmark	5 - 7
Finland	5 - 7
France	4 - 6
Germany	4 - 6
Greece	4 - 6
Hungary	3 - 5
Iceland	3 - 5
Ireland	4 - 6
Italy	4 - 6
Jersey	5 - 7
Luxembourg	5 - 7
Malta	5 - 7
Netherlands	5 - 7
Poland	4 - 6
Portugal	4 - 6
Spain	4 - 6
Réunion	6 - 8
Romania	8 - 10
Slovakia	4 - 6
Slovenia	10 - 12
Spain	4 - 6
Sweden	5 - 7
Switzerland	4 - 6
United Kingdom	4 - 6
Ukraine	6 - 8
Rest of Europe	8 - 10
Asia Pacific
Australia	5 - 7
China	8 - 10
Hong Kong	3 - 5
India	3 - 5
Japan	4 - 6
South Korea	3 - 5
Malaysia	2 - 4
New Zealand	7 - 9
Taiwan	2 - 4
Thailand	4 - 6
Rest of Asia Pacific	4 - 6
Americas
Brazil	19 - 21
Canada	5 - 7
Mexico	5 - 7
United States of America	4 - 6
Middle East & Africa
Israel	6 - 8
Saudi Arabia	5 - 7

It depends on the country you reside in. If you’re residing in a country within the European Union or United Kingdom, we are pleased to inform you that we are offering a "Tax and Dutie Paid Service" to pay any tax and duties on your behalf. So, when purchasing from our store in EUR & GBP, you will not need to worry about incurring additional costs when your parcel arrives in your country!

For Rest of the World, any additional taxes, fees, tariffs, import fees, and surcharges levied by destination countries are the sole responsibility of the customer. Ask & Embla is not responsible, and cannot determine in advance the amount, if any, that will be charged. Please check with customs of your country to ascertain if any additional charges will be applied to your order, for parcels that are shipped from Singapore.

By completing your order, you agree to pay all applicable fees. If your package is seized by customs officials for any reason whatsoever, we cannot issue you a refund unless all products are returned to us in their original condition.

Note: Shipping to Brazil
Standard shipping and free shipping for orders above US$60 are handled by Correios, which has begun to impose a new charge for international parcels. This charge, also known as “despacho postal”, must be paid by customers who are expecting international parcels to Brazil. However, no notification will be sent to you by Correios and if unpaid, the parcel will be shipped back to us. More information regarding the charge and how to proceed can be found here.

Please kindly note that customers opting for delivery by Correios are liable for any loss of their packages. Please feel free to reach out to us at support@askandembla.net if you need any further assistance.

No, unfortunately. We do not sell single pieces for items that come as a pair.

We regret that we do not offer customisations of wearable sizes or designs at the moment. Feel free to reach out to us should you have any sizing enquiries.

We strive to provide our customers with quality products, hence we would like to assure that we do not use any fake materials in our jewelry. The materials used for each product are listed in their respective product descriptions.

While majority of our products are nickel-free, allergies, if any, differ from person to person and therefore may require customized recommendations. Kindly do drop us an email at support@askandembla.net should you have any questions pertaining to your allergies, the products you’re interested in and our customer care team will be happy to guide you through your selection process!

- Do not let our jewelry come in contact with water, perfumes, creams, or other liquids. They are highly sensitive to chemicals and liquids, and being in contact with them may cause them to oxidise or change in colour.

- To avoid scratches, wrap the jewelry you have in a soft cloth after cleaning or keep it/them in a jewelry box separate from other types of jewelry.

More information can be found here.

Yes! Clickers can be worn on septum and cartilage piercings, as long as they are in the right size and length for you. As each individual septum and cartilage is different, please refer to product descriptions for measurements, to make sure they are suitable for your piercing.

We highly recommend attempting to change your jewelry only when your piercing is fully healed. We are not responsible for any precautions that were not taken when measuring and or changing jewelry.

Products under our body jewelry collection can be internally or externally threaded.

Externally threaded products have an outward thread (otherwise understood as the ‘screw tip’) on the barbell post. They are suitable for wear on healed piercings.

Internally threaded products have an aperture (or ‘inward hole’) on the barbell post. They are suitable for all piercings, which includes those that are healed, healing or freshly pierced.

We always recommend to only change out your jewelry when your piercings are fully healed.

Most items from a bundle cannot be bought separately. However, there are sometimes exceptions and will be indicated in the product descriptions if so.

While most ear jewelry comes in pairs, septum jewelry is sold individually, so be sure to select ‘2’ under quantity to order a pair.

Plugs, Tunnels, Hangers, Earrings, Lobe Cuffs™️ and Ear Studs are sold in pairs.
Septum Clickers, Ends and Ear Cuffs are sold individually.
Nipple jewelry is always sold in pairs.

Please read product descriptions to be sure before proceeding to check out.

Discount codes can be applied on the final page of check out before payment. All prices on the cart page exclude shipping charges. Please use our shipping rates calculator to calculate your shipping fee.

Yes you can! Simply apply your gift card code and discount code at the checkout page, and the amount will be reflected accordingly.

However, you cannot apply two discount codes together. For example, our Loyalty Rewards come in the form of a discount code, and it cannot be stacked with any other discount codes.

It is with regrets that discount codes cannot be applied on gift card purchases.

Yes you can, and there are 2 ways for you to do so!

1. Click on 'edit order' in your Order Confirmation page
2. Email us at support@askandembla.net with your order number and change details

We usually process orders within the same day so while we are unable to guarantee that your request will be granted, know that we will always do our best. We seek your kind understanding that we will not be able to accommodate your request if your order has been packed and is already on its way out .

Once your parcel has been shipped, you will receive your tracking link in a separate email in which you can view your order status.

You may also click on the widget on the bottom left of your screen, and click 'Track an order'.

No worries! It takes about 1-2 business days for your shipment tracking link to be generated. Feel free to reach out to us should you wish to know your tracking status.

We accept American Express, Visa, Mastercard, ShopifyPay, JCB, Discover and Diners club credit or debit cards. We also accept installment payments via Sezzle & Shop Pay, for our customers in the EU and US!

Feel free to reach out to us with more payment options. It is with regrets that we do not accept checks or money orders.

Oh dear! Possible reasons include insufficient funds or having hit maximum card limit, and we would advise you to check with your bank for more details. Your order will be packed and shipped as soon as the payment has been verified and approved. We hope to seek your understanding that we will not be liable for any delay or non-delivery and are not obliged to inform you of the reason for refusal.

By making payment, you authorise the transaction and confirm that the credit/debit card is valid and that your payment details are correct. All credit/debit/PayPal transactions and payment account holders are subject to validation checks and authorisation by the card issuer or payment method provider.

It is important to us that you’re satisfied with our products, and we work hard to ensure that the quality standards of our products surpass your expectations. However, we do sometimes make mistakes, and in those instances, we’re more than happy to make amends.

Should you receive a defective or incorrectly sent item in your order, a replacement will be sent at no extra cost. If the item you ordered is out of stock, a refund in the form of a gift card will be issued.

Kindly send an email to support@askandembla.net with your order number, concern and pictures/video of the defective / incorrect products for assessment. Our customer care team will follow up quickly to support you.

We regret to share that for hygiene and sanitary reasons, we do not accept any returns as we take the health of our team and our customers very seriously.

That said, we do understand the disappointment that comes with receiving an item that is not what you intended to order. Should you still wish to receive the item that you want, please reach out to our customer support team within 14 days of receiving your order.

A heads up that we do not accept cash refunds in these cases, but will be happy to send the correct item to you should you be willing to bear the cost of your desired shipping option along with any difference in price for your desired product.

All jewelry, with the exception of certain pure metals such as titanium, will tarnish over time. This is a natural result of metals reacting with oxygen and moisture in the environment. To give our customers the best quality at a safe and affordable price, our team has worked hard with our partners to create safe protective coatings for our jewelry to slow down the rate of tarnishing for our products.

If your item has developed signs of severe tarnishing within your first month of receiving the item, please reach out to us with your order details and pictures. Our team will be happy to send a replacement to you following investigations into the cause of the tarnishing.

If you’d like to further increase the lifespan of your products, you can purchase anti-tarnish strips and/or store your jewelry away from water sources and natural materials that trap moisture. Do also keep your jewelry dry and away from sunlight.

As much as possible, please keep your jewelry away from water, perfumes, creams, or other liquids as these substances may increase the rate of tarnishing.

Shipping costs are non-refundable. As long as the items are successfully delivered to you, the shipping costs will not be refunded even if your refund request is approved. You will also need to bear the shipping cost of returning your item(s) to us. However, if your item is defective or incorrect, we will cover the shipping costs within reason.

Approved refunds will automatically be applied to your credit card or original method of payment. It is normal to experience delays sometimes, so kindly be patient. If you haven’t received your refund yet, do check your bank account again, or contact your credit card company.

We’re afraid only regular priced items can be considered for refunds.

This means that no refunds are allowed for orders made during sale events, as well as for items on clearance. We hope to seek your understanding on this!

This depends in part on the shipping method and service you use to send us your product. Depending on where you live, the time will vary and this sadly lies outside our control. We'd highly recommend using a trackable shipping service or purchasing shipping insurance for your peace of mind!

Once the product has reached us, it will take about 1-2 working days for us to review the request.

In the event that your request is approved, we will send out your exchange within the week, after which the usual shipping times should apply.

We recommend you see a doctor and use antiseptic cream to let your wounds heal. In the meantime, do reach out to support@askandembla.net so our customer care team can support you.