SHIPPING & RETURNS

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SHIPPING POLICY

Black Ribbon
Black Ribbon

Dear Diary ships to any address located within Singapore and Internationally.

*From 1st July 2023, free shipping will not be available for local orders anymore due to increased shipping cost. However, you will be able to receive your parcels at only $1.90 (subsidized) via safe, faster and traceable courier.

Please note that there may be delays for your delivery during peak period such as holiday seasons. We understand that any sort of delays are really frustrating, however, we will do our best to make sure you will receive your order. We appreciate your patience and support always. 

For any exchange or returns, please scroll down and read the terms below.

LOCAL DELIVERY

ORDER TOTAL

$0 – $79.90

$80 & above

COST

$1.90

Free

DELIVERY TIME

1 – 3 Working Days

1 – 3 Working Days

TRACEABLE

Yes

Yes

URGENT LOCAL DELIVERY

TYPE

Next Day

Same Day

COST

$6 – $10

$10 – $20

DELIVERY TIME

1 Working Day

6 Hours

TRACEABLE

Yes

Yes

*Except Sundays & Public Holidays!
*Subject to available slots for delivery! 

INTERNATIONAL DELIVERY (TRACEABLE)

REGION

MY & Brunei

Asia & Pacific

AU, JP, NZ & others

SEA & Pacific

ORDER TOTAL

$0 – $149.90

$0 – $149.90

$0 – $149.90

$150+

COST

$5.90

$12.90

$18.90

FREE

DELIVERY TIME

7 – 14 Working Days

7 – 14 Working Days

7 – 14 Working Days

7 – 14 Working Days

*International delivery is estimated to take 7 – 14 working days. However, the actual shipping time may differ due to factors not within our control. Sparkle Gift Box, Regular-size Candles and big items may have a different shipping rate unless the order total is $150 & above! Please refer to the table below for Sparkle Gift Box and big items or contact us for a quote.

INTERNATIONAL DELIVERY (BIG ITEMS)

REGION

MY & Brunei

Asia & Pacific

AU, JP, NZ & others

SEA & Pacific

ORDER TOTAL

$0 – $149.90

$0 – $149.90

$0 – $149.90

$150+

COST

$9.90

$16.90+

$22.50+

FREE

DELIVERY TIME

7 – 14 Working Days

7 – 14 Working Days

7 – 14 Working Days

7 – 14 Working Days

*This is only applicable for UP TO 1KG Sparkle Gift Box, Regular-size Candles and big items. You can contact us for a confirmed quote. International delivery is estimated to take 7 – 14 working days. 

NOTE

–  In the case when your parcels get lost or damaged, please write in to us for a compensation offer provided by the courier company. Dear Diary will not be responsible for the damages caused during the shipping process, however, we will help you with the claims.

– All orders that are shipped out of Singapore could incur charges due to local duties and taxes. Dear Diary is not responsible for any additional fees, restricted items or delay in delivery due to these circumstances. If you have any queries or concerns about this, please check with your local customs policy. 

–  The delivery days are estimates only. Once your parcel has been collected by the courier, we are not responsible for any delays in delivery.

–  Once your order has been handed over to the courier company, we are unable to make amendments to the product(s), customer or delivery details. Alternatively, if you have any queries about placing an order or an order you have received, please contact our team at [email protected].

SHIPPING RESTRICTIONS

If you do not see your location mentioned above, we are so sorry but we do not make deliveries there yet, but keep an eye out for your location in the future! If you have any questions or are unsure, please get in touch with our friendly support Care Bear team at [email protected].

RETURN POLICY

Black Ribbon
Black Ribbon

All Dear Diary’s items are guaranteed for a period of 90 days, from the date of purchase, against faults in workmanship / manufacturing.

Customers should ask for compensation directly for the defects caused by respective courier company’s shipment from the shipping service in the receiver’s country.

*Note that we will send a photo proof of the package to you upon request within a week from the date of shipment, so the items should be in perfect condition.

RETURN POLICY

Note that we cannot exchange or provide 100% refund for earrings, body piercing products or hair accessories for hygiene reasons. We also cannot refund or exchange gift cards.

CONDITIONS OF RETURN

– Items returned must be in their original sale condition (unworn and unused with all original packaging and labels) within 90 days from the date of purchase.

– Earrings, body piercing products, hair accessories and gift cards cannot be returned for change of mind reasons unless there is a defect caused by the workmanship /  manufacturing process.

– The Guarantee does not include the following to the extent they are permitted in the relevant legislation;

   i.   Damage due to ordinary wear and tear,

   ii.  Damage due to misuse, accident, alteration, substitution or abuse,

   iii. Repairs and alterations performed by someone other than Dear Diary,

   iv.  Theft, disappearance or loss, and

   v.  Any type of use causing damage or deterioration.

Dear Diary reserves the right to judge whether the item(s) has been subject to any of the above mentioned exclusions and all decisions made by Dear Diary are final.

– Shipping costs from online purchases are non-refundable. You (the customer) will bear all the shipping costs incurred during the return process.

– You may be asked to provide personal details for returns or exchanges for verification purposes.

STEPS FOR RETURNS

1. If you have received a damaged or defective item then please email us your name, date of order and arrival, items & the product condition with photo proof within 90 days from the date of purchase, you are eligible to obtain an authorization for returns.

2. If we authorize a return, we will send an email with a set of instructions for sending the damaged or defective product(s) to us.

These damaged/defective products must be returned to us securely packaged and wrapped in the original packaging (and are in good condition).

*Please note that unauthorized returns may be refused or disregarded. We will provide 3 options in this case: (a) Request for an up to 50% refund (b) Add a free gift to the defected product(s) or (c) Proceed on with the defected product(s).

3. After we have received the product, we will examine and test the defective product.
If we find the defect(s) described in your email, we will either (a) Refund 50% of the total cost to you, (b) Offer a new replacement (Not applicable to earrings, body piercing products, hair accessories and gift cards), or (c) Add a gift to the item and proceed with the defected product(s), provided you are willing to bear the shipping costs.

Otherwise, the original item will be shipped back to you by normal mail via Singpost (untraceable) which we are NOT responsible for any lost mail.

NOTES

– No compensation for shipping costs will be provided for all methods of shipment for returning the products.

– Shipping and handling charges for the order will not be refunded.

– It generally takes about 2 ~ 3 weeks to process a return.

– We recommend that you send your return via a reliable postage courier as we are NOT responsible for any lost returns.

EXCHANGE POLICY

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Black Ribbon

If you change your mind within 14 days from the date of purchase, we are happy to exchange your items. Items returned must be in their original sale condition.

*Price(s) of the exchanged item(s) should be the same or higher than the original purchase(s).

Unfortunately, we cannot refund or exchange earrings, body piercing products or hair accessories for hygiene reasons. We also cannot refund or exchange gift cards.

CONDITIONS FOR EXCHANGE

– Items returned must be in their original sale condition (unworn and unused with all original packaging and labels) within 14 days from the date of purchase.

*Damaged / defected item(s) caused by other reasons excluding faults against workmanship / manufacturing process cannot be exchanged!

– Earrings, body piercing products, hair accessories and gift cards cannot be exchanged for change of mind reasons.

– Shipping costs from online purchases are non-refundable. You (the customer) will bear all the shipping costs incurred during the exchange process.

– You may be asked to provide personal details for returns or exchanges for verification purposes.

STEPS FOR EXCHANGES

1. Please email us your name, date of order and arrival, items, reason(s) for exchange & the product condition with photo proof within 14 days from the date of purchase, you are eligible to obtain an authorization for an exchange.

2. If we authorize an exchange, we will send an email with a set of instructions for sending the item(s) to us for the exchange.

The item(s) must be returned to us securely packaged and wrapped in the original packaging (and are in good condition).

*Please note that unauthorized exchange may be refused or disregarded. You will be asked to make payment for the shipping cost to return the items to you. Otherwise, the original item will be shipped back to you in 7 days by normal mail via Singpost (untraceable) which, we are not responsible for any lost mail.

*No compensation for shipping costs will be provided for all methods of shipment for the exchanging process.

3. After we have received the item, we will examine and test the condition of the item.
If we find that the conditions stated above are all met, we will allow you to choose your desired item(s) for an exchange.

Once you have made the payment for the top-ups and shipping fee, we will proceed to ship your new item(s).

NOTE

– No compensation for shipping costs will be provided for all methods of shipment for returning the products.

– Shipping and handling charges for the order will not be refunded.

– It generally takes about 1 ~ 2 week(s) to process an exchange.

– We recommend that you send your return via a reliable postage courier as we are NOT responsible for any lost returns.

lifetime guarantee

Black Ribbon
Black Ribbon

All Dear Diary’s demi-fine jewelry is covered with a Lifetime warranty against any rust or tarnish, including manufacturing defects and color fading. We stand proudly with our real 18-karat gold plating, genuine S925 silver, pure stainless steel fills, and all customized jewelry. If you run into any issues pertaining to color fading or rusting, please reach out to us and we will replace your item for free. 

We tested our jewelry in two ways:
1. Fully submerged the pieces in water for 30 days.
2. Left it outside in different weather conditions for 30 days.

We are still conducting research and making improvements in the quality and color of our jewelry, and we will continue to do so to meet the perfect recipe for you.

CONDITIONS FOR EXCHANGE

1. All exchanges under Lifetime warranty must have a valid invoice or proof of purchase from Dear Diary.

2. Dear Diary’s demi-fine jewelry is only valid for a one-time exchange for one jewelry piece per person.

3. Only Dear Diary’s demi-fine jewelry is subjected to Lifetime warranty. This means that, only jewelry pieces with “deardiary” logo engraving is eligible.

4. Jewelry must be treated with love and care. Broken jewelry or scratches over time does not warrant a lifetime warranty. Any other reasons will be assessed on a case by case basis. If you receive a defective item, this must be reported within 7 days of your marked delivery date, this will then be subjected to the conditions stated under “Exchange Policy” above.

4. In some areas of the world, a 30% refund may be issued instead of an exchange due to high shipping costs, unless both parties agreed to an additional top-up to cover the high shipping cost.

5. Price(s) of the exchanged item(s) should be the same or higher than the original purchase(s). Top-ups will be required for an exchange of an item with a value higher than the original purchase(s).

STEPS FOR EXCHANGES

– No compensation for shipping costs will be provided for all methods of shipment for returning the products.

– Shipping and handling charges for the order will not be refunded.

– It generally takes about 1 ~ 2 week(s) to process an exchange.

– We recommend that you send your return via a reliable postage courier as we are NOT responsible for any lost returns.

NOTE

1. Please email us your name, order number or invoice, date of order and arrival, items, reason(s) for exchange & the product condition with photo proof.

2. If we authorize an exchange, we will send an email with a set of instructions for sending the item(s) to us for the exchange.

The item(s) must be returned to us securely packaged and wrapped in the original packaging (and are in good condition).

*Please note that unauthorized exchange may be refused or disregarded. You will be asked to make payment for the shipping cost to return the items to you. Otherwise, the original item will be shipped back to you in 7 days by normal mail via Singpost (untraceable) which, we are not responsible for any lost mail.

*No compensation for shipping costs will be provided for all methods of shipment for the exchanging process.

3. After we have received the item, we will examine and test the condition of the item.
If we find that the conditions stated above are all met, we will allow you to choose your desired item(s) for the exchange.

Once you have made the payment for the top-ups and shipping fee, we will proceed to ship your new item(s).