SHIPPING INFORMATION

Please read this before ordering!

Once your shipment is handed over to the postal service in your country, it is marked as delivered in our system. While many packages make it to their final destination without issues, we are not responsible for unsuccessful deliveries or missing parcels caused by your local postal system. We do our utmost for what is within our control, but are not responsible for errors outside our jurisdiction.

Kindly follow your order journey via the tracking link sent to the email associated with your order, and resolve unsuccessful delivery attempts, delivery delays, and other delivery-related issues (such as insufficient address information) directly with your postal service. We seek your understanding that we are unable to help with such delivery problems.

Am I eligible for free shipping?

Free standard shipping is eligible for final order value of US$70 & above (after discounts), with an exception of some countries.


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

For non-wholesale customers, if you your final order value is US$250 & above (after discounts), free EXPRESS shipping will be automatically available to you for selection at checkout.

Do note that free express shipping may not be applicable to all regions due to the limitations of postal services. For remote areas or countries whose couriers impose additional fuel/emergency surcharges, free express shipping will not be available. In such scenarios, a discounted shipping rate will be applied at checkout.

Applicable to these selected countries only:

Australia, Austria, Bahrain, Belgium, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Luxembourg, Malaysia, Mexico, New Zealand, Netherlands, Norway, Portugal, Poland, Singapore, Slovakia, South Korea, Spain, Sweden, Switzerland, Sri Lanka, Taiwan, United Arab Emirates, United States and United Kingdom

Where does Ask & Embla ship to?

We ship internationally, with orders dispatching from the USA, Europe, or Singapore depending on your address.

How much is the shipping rate to my country?

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

How long will it take for my parcel to arrive via Regular Shipping?

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 WORKING DAYS
Europe  
Austria 5 - 9
Belgium 5 - 9
Bulgaria 5 - 9
Croatia 5 - 9
Cyprus 5 - 9
Czech Republic 2 - 9
Denmark 5 - 9
Finland 5 - 9
France 5 - 9
Germany 5 - 9
Greece 5 - 9
Hungary 5 - 9
Ireland 5 - 9
Italy 5 - 9
Latvia 5 - 9
Liechtenstein 5 - 9
Lithuania 5 - 9
Luxembourg 5 - 9
Malta 5 - 9
Netherlands 5 - 9
Norway 6 - 9
Poland 5 - 9
Portugal 5 - 9
Slovakia 2 - 9
Spain 5 - 9
Sweden 5 - 9
Switzerland 5 - 9
United Kingdom 5 - 8
Rest of Europe 7 - 21
Asia Pacific  
Australia 6 - 10
Hong Kong 7 - 12
Japan 7 - 12
South Korea 7 - 12
New Zealand 9 - 14
Taiwan 7 - 12
Rest of Asia Pacific 7 - 21
Americas  
Canada 6 - 21
United States of America 1 - 8
Rest of South America 7 - 21

How long will it take for my parcel to arrive via Express Shipping?

2 - 4 working days.

Please note that this is an estimate 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.

Do I have to pay taxes?

It depends on the country to which your parcel is shipped.If the destination country is within the United States, the United Kingdom, the European Union regions, Australia, or Norway, we are pleased to inform you that we offer a "Tax and Duties Paid Service" to pay any taxes and duties on your behalf. So, when you purchase from our store in USD, GBP, EUR, AUD & NOK, you will not need to worry about incurring additional costs when your parcel arrives in your country.

For the Rest of the World, any additional import taxes, duties, handling fees, and other custom fees 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.

Parcels to the rest of the world are shipped from Singapore. Please check with the customs of your country to ascertain if any additional charges will be applied to your order.

For orders below GBP 135, AUD 1000, or NOK 3000/item, the prices are inclusive of VAT, and we will be paying VAT on your behalf so you will not have to pay any additional duties or taxes.

For orders above GBP 135, AUD 1000, or NOK 3000/item, these orders are classified as large value orders by the respective customs authorities. This means customers will have to pay additional duties, which will be shown at the checkout.

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.

Also, in the event that a customer declines to receive a parcel due to the payment of import taxes and duties levied by destination countries, we will only issue a refund after deducting the shipping costs and return costs, if any. We hope you understand this.

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!

Note: Shipping to Brazil
Regular shipping to Brazil is suspended due to delivery fulfillment challenges presented by Correios.

Express shipping (2-4 days) is still available via DHL Express for customers who are willing to provide a Tax ID at the checkout and pay any incurred taxes and duties, as well as additional fees upon the package's arrival in Brazil. Our customer service team will reach out to you to provide a Tax ID if you miss it at the checkout.

Which countries are you unable to ship to?

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

UPDATES TO ON-SITE PRICING – EU/UK COUNTRIES AFFECTED

What has changed?

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_enhttps://ec.europa.eu/taxation_customs/business/vat/postal-operators-and-couriers_en

Can I checkout in USD, even though the shipping address is to non-US countries ?

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.

WARRANTY

Ask & Embla is pleased to offer our customers a 1-year warranty for our 14K Solid Gold Jewelry, which are hypoallergenic and made to last.

What does the warranty cover exactly?

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.

What does our warranty NOT cover?

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.

Does the warranty cover other jewelry on Ask & Embla?

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.

How do I return my defective 14k solid gold jewelry?

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

PRODUCT

CAN I PURCHASE A SINGLE PIECE FOR PRODUCTS MARKED AS A PAIR?

Unfortunately, we do not sell single pieces for items that come as a pair.

DO YOU DO PRODUCT CUSTOMISATION?

We do not offer customisations of wearable sizes or designs at the moment, but feel free to reach out to us should you have any sizing enquiries or requests. We just might incorporate your feedback into future designs.

ARE YOUR PRODUCTS HYPOALLERGENIC?

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 YOU USE FAKE MATERIALS IN YOUR JEWELRY?

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.

HOW DO I TAKE BETTER CARE OF MY JEWELRY?

- 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.

CAN CLICKERS BE WORN ON SEPTUM & CARTILAGE PIERCINGS (EG. DAITH, HELIX)?

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.

WHAT IS THE DIFFERENCE BETWEEN INTERNALLY AND EXTERNALLY THREADED PRODUCTS?

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.

RINGS

WHAT IS STERLING SILVER?

Sterling silver, also called 925 silver, is the highest grade of silver that is used in jewelry. The number ‘925’ is derived from the metal consisting of 92.5% pure silver. As pure silver is extremely soft, it is often alloyed with other metals to improve its durability.

Most sterling silver is nickel-free, making it a great choice for people with nickel sensitivity.

For more material and care information, you may click here.

HOW SHOULD I CARE FOR MY SILVER RINGS?

To help maintain the look of your jewelry, polish it every few weeks using a silver polishing cloth.

It is also essential to keep your jewelry dry. This means avoiding contact with perfumes, lotions and oils and removing your jewelry when swimming or showering. If your jewelry gets wet, make sure to dry it well after.

All silver jewelry in any grade will age in tone over time. This is a natural occurrence due to friction and exposure to gases in the air. With proper care, your 925 silver jewelry will mature finely over time, growing to reflect your journey and wear.

HOW SHOULD I STORE MY JEWELRY?

Store your jewelry individually, separate from other metals and away from heat and humidity. Desiccant packets can also be used to further absorb any access moisture.

To prevent accidental scratches from forming, you can also keep your jewelry in a felt pouch or wrap it in a lint-free cloth or jewelry cleaning cloth.

HOW TIGHT SHOULD MY RING BE?

A well-fitting ring should fit comfortably on your finger without being too tight. When putting it on or taking it off, it should be able to slide over your knuckle with little resistance. It should not create any bulging or cause indent marks. Our rings fit true to size. If you are in-between sizes, size down for thin rings and size up for thick rings (above 3mm in band width) to maintain a comfortable fit.

To check if your ring is not too tight, put it on and push it against the underside side of your finger – there should be a small space between the ring and your finger.

For more information, check out our Jewelry Size Guide.

ORDERS

DO I SELECT ‘1’ OR ‘2’ QUANTITY?

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.

HOW DO I APPLY DISCOUNT CODE?

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.

CAN I APPLY A GIFT CARD TOGETHER WITH A DISCOUNT CODE ON MY ORDER?

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.

CAN I APPLY A DISCOUNT CODE WHEN PURCHASING A GIFT CARD?

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

CAN I MAKE CHANGES TO MY ORDER?

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.

HOW DO I TRACK THE STATUS OF MY ORDER?

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'.

MY TRACKING DOES NOT SEEM TO WORK, WHAT CAN I DO?

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.

PAYMENTS

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

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.

WHAT CAN I DO IF MY PAYMENT IS PENDING OR DECLINED?

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.

RETURNS & REPLACEMENTS

WHAT SHOULD I DO IF I RECEIVED A DEFECTIVE OR INCORRECT PRODUCT?

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.

I ORDERED THE WRONG PRODUCT/SIZE/COLOR. CAN I RETURN THEM AND GET A REFUND OR HAVE AN EXCHANGE?

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.

MY JEWELRY HAS TARNISHED. CAN I RETURN THEM AND GET A REFUND OR HAVE AN EXCHANGE?

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.

WILL SHIPPING COSTS BE REFUNDED AS WELL?

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.

ARE SALE ITEMS REFUNDABLE?

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!

HOW LONG WILL MY REPLACEMENT PRODUCT TAKE TO BE DELIVERED?

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.

ALLERGIC REACTION

Although extremely rare, the wood, metals and finishes commonly used in making jewelry may trigger sensitive reactions on the skin for some people. For others, virtually anything might cause such reactions.

It is the responsibility of the consumer to take precaution with any sensitive tendencies they might have to materials (silver, steel, brass, wood etc.) or the oxidation applied to metals (liver of sulphur, prior to making a purchase. We will not be held liable for any allergic reactions that may occur as a result of wearing our jewelry.

IF I HAVE A REACTION, WHAT CAN I DO?

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.