FAQ

Yes, our products are safe to order.

We are located outside of the risk zone. and your orders are processed by ground staff who are fit for work, and comply with newly implemented precautionary measures.

Click here for more information on how we are adapting to serve you during this time.

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.

Click here for more information on how we are adapting to serve you during this time.

Yes, you will still qualify for free standard shipping if your final order value is US$50 & above (after discounts) AND if the postal service in your country is still accepting international parcels for standard delivery from DHL Ecommerce.

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

Free normal shipping is eligible for final order value of US$50 & above (after discounts).

For non-wholesale customers, if you your final order value is US$150 & 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. In such scenarios, our customer service team will reach out to you to resolve the issue. We hope to seek your understanding on this.

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

We ship internationally, and all orders dispatch from Singapore.

All orders above USD$50 nett qualify for free international shipping. The shipping rates for orders below USD$50 vary depending on country. You will be able to get an estimate of shipping costs after adding items to your cart.

Regular Shipping: 6-21 working days (may experience some delays)
Express shipping: 2-4 working days (additional 4-8 days for Canada, Mexico, USA, Japan, Australia, New Zealand)

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.

DESTINATION	SHIPPING TIME
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

It depends on the country you reside in. 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.

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$50 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.

Are your products hypoallergenic?

- Before wearing our jewelry, kindly do use the alcohol swaps provided.

- 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.

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, cartilage jewelry (studs) is sold individually, so be sure to select ‘2’ under quantity to order a pair.

Plugs, tunnels, hangers, earrings, and ear wraps are sold in pairs.
Septum and cartilage jewelry (studs) 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.

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

Once your order has been placed, there is a 1 hour grace period for amendments and cancellations. During this time, if you would like to make changes to your order, you can do so via your Order Confirmation page.

After this window, we're afraid you may only request for amendments (no cancellations) by emailing us at support@askandembla.net with your order number, within 24 hours. 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 orders are already on their 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.

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. 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. As such, we take exchange and refund requests very seriously, and will do our utmost to offer this service within reason.

We welcome exchange and refund requests for the following reasons:
(1) You have received a defective product.
(2) You have received the incorrect product, i.e. one which does not match what you ordered.

Furthermore, to be eligible for an exchange or refund, your item must
(1) be unused and in the condition in which you received it; and
(2) be in its original packaging.

All refunds and exchange requests for defective goods will undergo assessment by the team. Please understand that not all cases will be approved for refund as a large number of our products are 100% handcrafted and unavoidably sustain minor scuffs and blemishes from the making process, as declared in our product descriptions. We seek your kind understanding on this!

We’re afraid that the following reasons do not qualify for exchanges or returns:
(1) You ordered the wrong product.
(2) You ordered the wrong size.
(3) The design doesn’t suit you.

Kindly confirm your items and sizing before submitting your order.

(4) The items have tarnished over time.

All jewelry, with the exception of certain pure metals, will tarnish over time. This is a natural result of materials interacting with moisture in the environment. If you’d like to prevent tarnishing, 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.

(5) Body modification jewelry

Finally, due to hygiene and sanitation reasons, we do not entertain returns of any body modification jewelry.

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

Our exchange policy lasts 7 days from the date you receive your item(s). As much as we’d like to, we are unable to offer you an exchange or refund after this period.

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.

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.