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FAQs


How are my orders fulfilled?
All orders are processed within one business day after the payment is confirmed. Since all orders are custom made for each and every customer, please give us 2-3 weeks to create your piece and then the number of days required for shipping. (Please see shipping procedures in the next question)
What are your shipping process and options?**
Once the orders are processed, they can be delivered via FedEx Internationally & local courier services within Singapore.
  • Deliveries within Singapore are free via local courier services with an estimated delivery time of 1-3 business days after shipping.
  • Deliveries to Malaysia are free via FedEx standard international shipping with an estimated delivery time of 3-6 business days after shipping.
  • Deliveries worldwide has a shipping fee of 20SGD via FedEx International Shipping with an estimated delivery time of 3-6 business days after shipping.
Will I be charged additional duties and taxes?**
Shipments outside of Singapore may incur customs fees depending on the destination country. Customer is responsible for these fees. Any fees are paid to the appropriate customs agency by the end customer.

You are responsible for ensuring to comply with laws and regulations of the country of destination. ByCanary Pte Ltd does not have any responsibility on these additional charges that may apply.
Where do I find my order details?
Apart from an order confirmation email that’s sent to you after the order is accomplished, for members we have created an order history tab in your profile, just click on the order number and you will find all the details for your order.
Can I change my order?
We process all orders by the next day, You may send us an email the day before if there were any errors made to your orders and we will do our best to assist you. We generally respond within 2 business days or less.
How do I cancel my order?
We do not allow cancellations, but if there was an error in the order made, you may send us an email and we will respond within a maximum of 2 business days.
Can I customise my orders?
Yes! Customizations currently available are engravings, and special messages on the thank you cards you receive on every package. For other special requests you may fill up the form on the “Contact” page and we’ll see how we can help.

If you choose to have special messages or wish to have an item packed separately with their own card as a gift, you may leave a message on your cart before checkout, there is a box at the bottom of the order list.

For engravings, these are a case to case basis, since not all items can be engraved, please contact us with your order number and item, if you wish to check whether it can be engraved.
Can I exchange my order or have it refunded?
Since all the items are custom made for you, we cannot have them exchanged or refunded.
Who do I contact if I have a concern?
For any enquiries, concerns, or feedback you may fill up the form provided on the “contact us” page. We will be sure to get back to you within 48 hours. However please note that enquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

For packages with more urgent and rare cases, like lost, stolen and / or damaged shipments, Please file a claim with the shipping carrier first, then email to admin@bycanarydiamond.com letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best solution.
Can I Cancel or return a preordered Item?
For items that are custom made, we do not allow cancellation or refunds unless changes have been made within the same day of the order.
Where do I find my order details?
You will receive a confirmation email once you have placed your order. If you’re a registered member, you will find an order history tab in your profile. Click on your item’s order number and you will find all the details.
Can I change my order?
We process all orders within one business day. You may modify, cancel or make any other adjustments to your order before that.
How do I cancel my order?
In your profile, look for the “order history” tab to view your recent orders. Click on the order number you wish to cancel and click “Cancel”. Please note that all adjustments can only be made within the same day of the order itself. After 24 hours, the order is considered final and no cancellation will be entertained.
Can I customise my orders?
Yes. Customisations available include engraving, and messages on personalised cards that come with every package. For other special requests, fill up the form on the “Contact Us” page, and we will do our best to meet your requirements.
How do I take care of my jewelry?
All orders made on the website have a care card that comes with it. You can check that care card but we also have a link at the bottom of the website that you can refer to if you haven’t made a purchase with us.

We want you to be able to take care of all your fine jewelry without doubts and regrets, so please feel free to refer to our guide as we’ve been working in the business for quite some time. For other concerns you may fill up the form on the “contact us” page
What are the materials used in my jewelry?
For the Gemstones we only use natural stones, we do not carry synthetics. For the metals, all metals used are recycled, for those who are not aware, these are basically used metal from other jewelleries that were traded back to the supplier to be made new. Please read more about it on the Sustainability page.
Where is the jewelry from?
The stones are purchased from different parts of the world. But note that we only purchase the best stones from trusted sources. This applies to Precious and Semi Precious Stones. All Jewellery you find on our site is made in Singapore and in Hongkong.
How do I store my jewelry?
We have provided you with a box for temporary storage only. It’s best to have a jewelry box where you share all your valuables.
What modes of payment do you accept?
There is a list of accepted payments at the bottom of the website. As of the moment, we are only accepting regular card payments, we hope to bring you more options in the near future.
Do you have an actual store?
No, sadly we do not have a physical store as we are purely an ecommerce business. We cannot guarantee that we will stay this way even in the future. But if you have concerns and would like to consult with someone, we try to be there for our staff through our messaging app on the website. you may also reach us via our social media platforms and/or our contact page and we’ll get back to you as soon as possible
Can I request to have a custom-made piece?
We cannot guarantee that all requests will be made as we already have a set of items for you to choose from and more coming up for the days to come, but drop us a message and we’ll see what we can do.
What do I do if I receive a defective item or the wrong shipment?
We’d like for you to leave us a message on the contact page and ensure you put your mail on the right filter to avoid delays in processing your concern.
The Collection I'm looking for is gone, how do I find it?
Our classic collections are staple items, which will remain available unless there are any changes made to improve the design. But we have some collections that are only available for a short period of time, read more about you favorite designer collaborations here **insert link** to find out other details like sales durations, interview details, and more.
What currency do you use?
All prices indicated on the website are in SGD.
Is there a warranty?
All products have a limited lifetime warranty. This warranty covers all damages that are from any manufacturing defect. Your regular wear and tear is not included. Although, if you wish to resize, customize, or polish your pieces, you may reach out to us via the “contact us” page and we’ll get back to you within the next 48 hours. If you do not wish to ship your item to us here in singapore, you are free to approach your local jeweller, but keep in mind that the warranty becomes void once the item is altered by a third party.
How do I know that a portion of my profits are really going to charity?
We will be very transparent with all of our efforts in regards to sustainability and charity. This is very important to us. If you follow us on Social media (Instagram and Facebook) you will find updates there. But for more details, it’s best to subscribe to our newsletters.