SUPPORT / FAQ

Wedding Bands

Can I customize my wedding bands?

Yes. If you are ordering online, you may state any of these changes in our Gift Message / Remarks section in our shopping bag upon checking out. An eClarity representative will call you to confirm the details of the designs. Alternatively, you may schedule an online consultation or in-store appointment by clicking the customer service icon appearing on the bottom right corner of the page.

What can I custom make for my wedding bands?
Customization of bands include – the colour of the gold (white, yellow, rose, or black), finishing (gloss and matte), number of diamonds (1 bezel, 3 pave, or rows in channel), broadness of rings, fitting, and personal engraving of the bands.
Can I mix and match wedding bands?
Yes. On the product detail page for wedding bands, the gentleman’s ring is usually positioned above the lady’s ring. You may add either one of the bands to the shopping bag by clicking on the “Add to shopping bag” button. You may select the other band from another pair.
Do you do engraving on rings?

Yes. Engravings are usually done on the inner surface of the rings. You may choose any English font type available on Windows word document. The number of characters should be within 15, including spacing. For engraving on the sides or outer surface of the rings, special techniques like laser engraving are employed, and additional charges range from SGD30 to SGD200.

Can we engrave special characters?
Yes, special characters like heart shape, tilde, infinity symbols and other simple characters are inclusive. However, for any other characters which are not found on the keyboard like spade, heart shape with an arrow, a special engraving mould has to be made, with additional charges ranging from SGD30 to SGD100.
Can we engrave any languages other than English?
Yes. We can engrave Chinese characters and limited Japanese characters. The number of characters for foreign languages should be within 5.

Diamonds

When I order diamond and setting online, will I receive a diamond and a ring, or a diamond ring?
When you purchase a diamond and setting online, yes you will receive a diamond ring. So, if you like to receive a loose diamond, and an empty ring setting, please let us know.
Why should I buy diamonds online?
Firstly, a large database of diamonds are published online which you can select to view all on a page, making the comparison of diamond specifications clearer. Also, you may select diamond specifications that you prefer, such as the budget and the 4Cs. At the same time, when needed, professional advice thorugh e-mails or online consultation by an Accredited Jewellery Professional or Gemologist can be attained. Lastly, without retail expenses, diamond prices would be a lot more competitive.
What is the difference between eClarity.com.sg and other online diamond websites?
eClarity.com.sg specializes in the Asia Pacific market, especially Singapore, Australia, Malaysia, China and Indonesia. Our diamond database caters to the specifications demanded in the region, such as “Triple Excellent” diamonds, and intricate classic and posh ring settings with more refined ring shanks. In addition, there is a 24-hour helpline to reach an eClarity representative, so that you can consult, place order, trace order and query on after-sale service easily. Our representative, upon request, can converse proficiently in English, Mandarin, Cantonese, and some Bahasa Melayu. You may schedule a consultation by clicking on +65 98331220 appearing at the top left corner of the page. eClarity.com.sg is probably the only online diamond website that emhasizes greatly on maintenance services, which include cleaning, claw-strengthening, resizing and polishing.
Is there a diamond price difference between eClarity.com.sg and eClarity @ Ngee Ann City?
Yes. Due to the self-service nature, the prices of diamonds on eClarity.com.sg are 10% lower than diamonds in eClarity @ Ngee Ann City, which allows for the viewing of diamonds.
Is there a difference in the diamond database on eClarity.com.sg and eClarity @ Ngee Ann City?
Yes, eClarity keeps 2 separate databases. This is to cater for different groups of customers who either prefer to view diamonds before purchasing in-store, or self-service with clear specification comparisons online.
Where are your diamonds from? Are they all certified?
Our diamonds are mainly from Belgium and Israel. Most diamonds above 0.30ct come with an international diamond grading report, mainly GIA, one of the most respectable diamond labs in the world.
Can I upgrade a diamond I bought from eClarity?
We do not have upgrade policies for diamonds which are purchased online. However for “3EX” diamonds bought in-store, they can be traded up within 2 years of purchase at full value, excluding the price of the ring setting and sales tax, when a “3EX” diamond with value of 1.5 times or more is purchased. Below are the guidelines on the valuation of the diamond purchased at eClarity.

The diamond will be valued at a maximum of 100% of the original purchase price if it was purchased within 2 years.
The diamond will be valued at a maximum of 70% of the original purchase price if it was purchased between 2 – 3 years.
The diamond will be valued at a maximum of 50% of the original purchase price if it was purchased for more than 3 years.

Terms and conditions apply.

Maintenance

Why should I buy diamonds online?
Firstly, a large database of diamonds are published online which you can select to view all on a page, making the comparison of diamond specifications clearer. Also, you may select diamond specifications that you prefer, such as the budget and the 4Cs. At the same time, when needed, professional advice thorugh e-mails or online consultation by an Accredited Jewellery Professional or Gemologist can be attained. Lastly, without retail expenses, diamond prices would be a lot more competitive.
Are there any other things I should take note of when caring for my diamond jewellery?
Do note that while diamonds are forever, the settings are not. It is advisable to take off your jewellery when performing household chores, gardening and outdoor sports. It is also vital to avoid contact with chemicals. You may then wish to keep your jewellery in a compartmentalized soft cloth pouch to ensure that your jewellery items are not scratched. For more information, you may like to read up on jewellery maintenance.

General

I saw the phrases 'Receive in 5D' and 'Receive in 21D' on the website on the delivery time of the items. Why is there such a difference?
Items with the status indicated as “5D” are designs that are in-stock, and they can be packed and sent out in 5 working days.

Items with the status indicated as “21D” are designs that require backordering, and they can be packed and sent out in 21 working days.

How long does it take to make an engagement ring or a pair of wedding bands?
Does eClarity.com.sg charge sales tax?
For delivery within Singapore, a 7% GST will be included in the price stated on the checkout page, with no additional insurance needed.

For delivery to countries outside Singapore, eClarity.com.sg will not charge sales tax, and only a 1% insurance fee will be levied. You may wish to check your local prevailing tax payable.

Are there any shipping charges to be incurred when I purchase online?
For delivery within Singapore, we offer free delivery via Speedpost Islandwide. There is also an optional free personal delivery with professional consultation. Customers may choose 1 of these 2 delivery options.

For delivery to countries outside Singapore, there will be a flat shipping fee of SGD80, and it will be sent via FedEx.

Can I resize my ring if the size is not right?

Yes. We offer a one-time free resizing service within 2 months of shipment or collection. Subsequent resizing will at $90 – $180 onwards per ring, which also includes the checking, cleaning of diamonds and polishing of the ring.

How can I estimate my girlfriend's ring size?
We have a printable ring sizer guide on our website. You can derive the size either by a ring sizer strip you can measure around her finger or measuring her ring on the ring size chart on the printable ring sizer guide. A quick guide of ring size estimation:

Why do I have to schedule an appointment?

This is because our office works like a production house where we design rings, discuss with the service centre for ring mock-ups and carry out QC. At the same time, we have a long list of customers with appointments who wish to speak to our Gemologist or Accredited Jewellery Professional. We would like to ensure all customers get valuable advice on their purchase.

Our in-store and online appointments are Mondays to Fridays 1pm – 8pm and Saturdays 12pm – 3pm. Please schedule an appointment with us by SMS/WhatsApp or calling +65 98331220, or fill up the appointment form at the top left corner of eClarity.com.sg page.

What is the difference between Wah Chan and eClarity?
eClarity was initiated by the third generation of an established consolidated company. The initiation began in New York when the founder, Ms. Amanda, was a trainee in GIA as a Gemologist. She started selling diamonds and wedding bands online. The actual setup began in Singapore in the year 2005.

Wah Chan was founded in 1955 and currently comprises of 39 outlets worldwide. It was founded by Mr. Koh Kui Wah as a single jewellery shop, and expanded by Mr. Koo Quay Keong, who is the father of Ms. Amanda, to become one of the biggest chain stores in Asia.

The initiators of both companies are related biologically, but are varied in business direction. Our affiliation brings about an exchange of knowledge as well as expertise.

Why are your prices so attractive?
Operating by a warehouse concept, being specialized in GIA diamonds, and having Wah Chan Consolidated Group as our affiliated companies, allow us to make bulk purchase from diamond mines or sightholders.

Also, we make ourselves known to the public through our website at eClarity.com.sg and online advertisements, which are low in costs. Most importantly, customers spread the good word by word of mouth. Advertising cost is kept to the minimum and this allows us to focus on captivating deals for our customers.

Operation costs are also kept practical by having a low-rental office and not having commissioned sales people helps keep our prices low. Our jewellery team of gemologist, production and marketing personnel will be the ones helping you with your purchase.

We transfer our savings from practical operational model to attractive prices for you.

Why does your website look so different than before?
We have revamped our website with a new look in end 2009 and again in end 2011. These revamp efforts improved the user interface for greater user experience. More importantly, you are now able to buy diamonds online, with our live diamond database of a wide selection of diamonds at remarkable prices. The new website also boasts of an upgraded e-commerce system to enhance customer purchase flow. We will continue to fine-tune our website periodically.
What is the number to call to schedule an appointment or if I have queries about a product?
You may SMS or call +65 98331220 to contact an eClarity representative.

Gift Cards

Terms & Conditions for gift card
Gift card is valid for 3 months from the date of issue.
Original gift card must be presented upon redemption and is valid for one time use only.
Offer is valid for in-store purchase above $200 in a single receipt.
Offer is not valid in conjunction with other promotions, discounts, privilege cards and vouchers.
Gift card is not valid for cleaning and polishing of jewellery.
Gift card is not exchangeable for cash and is non-replaceable.
Merchant terms and conditions apply.

Customer Service

+65 98331220

391B Orchard Road

#21-05A Ngee Ann City Tower B 

Singapore 238874

 info@eclarity.com.sg

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