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faq
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ONLINE ORDERS
Items purchased online can be exchanged through our online process. Visit our Shipping & Returns page for more information.Note that exchanges are only applicable for orders that are received within 7 days.
Dear Diary accepts payment via Stripe (Credit or Debit card), PayLah, PayNow, Bank Transfer (POSB/DBS), Atome, GrabPay (coming soon) and E-Gift Cards.
*Currency used on this website is in SGD (Singapore dollar) only!
No, there are no surcharges or additional fees when paying via Credit Card.
To enquire about a bulk / corporate order please contact us at [email protected] or use our live chat feature. Unfortunately, wholesale orders are unavailable at this time.
If you do not receive your order confirmation email after 30 minutes, please contact us at [email protected].
Unfortunately, once check out is complete and your order has been shipped out, we are unable to make any amendments. If you have any concerns, please contact us via the Contact Us page or email to [email protected].
Our team cannot guarantee amendments or cancellations to your order, however if you have just placed your order, you can contact us via [email protected] and we will assist as best we can.
*Note that we strictly do NOT allow cancellation / amendments to your order once the order is processed, in another words, your order have already been packed and is on its way to be shipped out.
Ensure you check your items against your order confirmation. If you have received the wrong item, your item is damaged, or there is an item missing, please contact us at [email protected].
If you wish to return an item you purchased online due to manufacturing defects, please visit our Shipping & Returns page. Note that returns are only applicable for orders that are received within 3 days.
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*We do NOT allow returns for damanged packaging caused by the shipping process!
shipping & delivery
Dear Diary offers traceable shipping in Singapore and Internationally. Please see approximate delivery times and cost at our Shipping & Returns page.
Yes! We ship worlwide! Please see approximate delivery times and cost at our Shipping & Returns page.
If you have any queries in regard to the whereabouts of your parcel, you can contact us at [email protected].
Yes! We deliver to home, work and P.O Box addresses. If you are using a work address please ensure you include any delivery details and available timing so the courier can find your location easily.
E.g. Company name, street of entrance, level number, etc.
*Please remember to include your unit number! (It is the most often forgotten detail)
Once your parcel has been collected and scanned, you will receive an email notification.
RETURNS & EXCHANGES
Unfortunately, we strictly do NOT allow returns of faulty item after 7 days as stated under our policy at the Shippings & Returns page unless it has lifetime guarantee. However, you may receive a gift as a compensation.
For further information please contact us at [email protected].
Dear Diary requires your proof of purchase/online order confirmation to process the return / exchange request. Without proof of purchase we are unable to proceed your request.
We do NOT offer / accept refunds or returns on items purchased via e-gift card. If your item is faulty you can exchange it for the same or another item in store.
We do not offer refunds or exchanges on e-gift cards. The e-gift card must be redeemed online before the expiry date.
We cannot offer a refund or exchange if your item has been previously exchanged, unless the item is faulty due to workmanship or manufacturing processes.
PRODUCT INFORMATION
If you can’t find the product you want online, this means that the product is sold out or discontinued.
In this case, look out for backorders! This means that you are able to place the order for out of stock items and receive your orders once the item is back in stock. Items may come back in stock due to popular demand.
Our jewelry are mostly tarnish-free (titanium or stainless steel) or are S925 silver / 14K or 18K gold plated. New gold vermeil jewelry is coming soon!
We advise you not to wear your jewelry into shower, when using cleaning products, lotions or perfumes. These chemicals can cause tarnishing quicker.
*Unless the jewelry is stated to be made out of titanium or stainless steel!
We also offer polishing cloths so that you can easily maintain its shine~
For more details, please visit our Love & Care page!
All Dear Diary jewelry are nickel-free so it is safe to wear. For every product, you may click in to see the materials under “Description”.
Our jewelry is unlikely to cause a reaction, however we do recommend those with sensitive skin to use our Sterling Silver and Steel jewelry. These are the most gentle material on skin as they are a pure metal with a low mix of other alloys.
For extreme cases, we understand that some people will have allergic reactions even to S925 silver. In this case, feel free to write in to us for S999 Silver material (subject to availability).
All Dear Diary Sterling Silver is certified and tested. Please note that Sterling Silver is 75% pure silver mixed with 7.5% of other elements.
This collection should be avoided if you are allergic to Copper. Or you may write in to us to request for S999 silver material (subject to availability).
At Dear Diary, we try our best to accommodate for all customers and create comfortable products! Each item should detail individual measurements. For further clarification, you can view our Size Guide to ensure you’re buying the best fit for you.
e-gift cards
Gift cards can only be purchased and redeemed online only. You can purchase the gift cards here.
OTHERS
Our Care Bear team are here to help! For any product enquiries, please contact our us at at our Contact Us page. If you have a photo of the item you are enquiring about, please attach it so we can assist you as best we can!
We want to hear from you! You can apply here.
Unfortunately, we are not opening any positions yet. However, if you are interested to gain experience as an intern on how to start a small business or how ecommerce works, contact us and we can have a discussion.
If you would like a Dear Diary representative to contact you, send us an email at our Contact Us page. You may send us a DM to our Instgram too!
We are sad to hear you go! But it’s easy. There is a button to unsubscribe at the bottom of all emails sent by Dear Diary. Click that button and follow the instructions! We are sad to see you go, but let’s keep in touch on other platforms!
Do you need further assistance?