Items must be returned in their original condition—unworn, unused, with all tags attached, and in the original packaging, including any certificates or accessories. Proof of purchase is required.
Order Policy
Product Color Variations
While we strive to display product colors as accurately as possible by optimizing lighting, please be aware that slight variations may occur due to screen settings and brand differences across devices.
Return Process
To initiate a return, please contact us at customerservice@timelessgems.online. Once approved, you will receive detailed instructions for return shipping. Unauthorized returns will not be accepted.
For additional inquiries regarding returns, contact us at customerservice@timelessgems.online.
Please note: Personalized items are not eligible for return.
Return Conditions
Returning Your Purchase
All returns must be sent through a courier service with tracking information provided to us. Once we receive the item, it will be inspected, and if eligible, the refund will be processed within 3 business days.
We recommend purchasing insurance for your return shipment, as we are not responsible for any loss or damage during transit. Any taxes incurred during the return process will be deducted from the refund.
Damages and Exchanges
For exchanges, we recommend returning the original item and placing a new order. Shipping costs associated with exchanges are the responsibility of the customer.
Refunds
Upon receiving and inspecting your returned item, we will inform you of the refund status. If approved, the refund will be processed to your original payment method. Please allow additional time for your bank or credit card company to post the funds.
- For purchases below RM1,500, the original shipping cost and a RM15 insurance fee will be deducted from the refund amount.
- For purchases above RM1,500, the original shipping cost plus 1% of the purchase amount will be deducted to cover shipping and insurance costs, reflecting the higher value of these items.