All orders are processed within one business day after the payment is confirmed.

1) All in-stock items will be processed for shipping within 3-7 Days.

2) For made-to-order items, please allow us 3-4 weeks to create your piece and then the number of days required for shipping. (Please see shipping procedures in the next question).

*You will receive an email notification once your order has been collected by the courier for delivery.
**If your order contain both in-stock and made-to-order items, your order will only be shipped once all items are ready.

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 trackable standard shipping with an estimated delivery time of 10-14 business days after shipping. For order value above 200SGD, enjoy free upgrade via trackable express shipping with an estimated delivery time of 2-3 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.

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.

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.

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.

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.

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.

Since all the items are custom made for you, we cannot have them exchanged or refunded.

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.

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.

Solid gold jewellery are made to last a lifetime, however gentle care is recommended to maintain the shine of your jewellery. Here are a few tips:

1) Restore diamond or gold shine by gently cleaning it with an extra soft toothbrush and mild soap in room temperature water to wash away any residue. Avoid exposing your jewelry to harsh chemical cleansers.

2) Best to put on your jewellery last to avoid direct contact with cosmetics, hair products and perfume.

3) Store your jewellery in a safe and dry place when they are not being worn.

4) Keep each piece of jewellery separately so that they do not collide and cause scratches.

All orders will be shipped have a care card. For other concerns you may fill up the form on the “contact us” page to reach out to us for further assistance.

It is inevitable that vermeil will naturally tarnish over time. Tarnishing & discolouration are caused by the oxidisation process occuring when jewellery is in contact with air and acids through handling & moisture.

Here are some tips to maintaining your gold vermeil jewellery:

1) Protect gold vermeil jewellery from water, humidity, steam and chemicals. It is recommended to take your jewellery off prior to exercise, showering, washing your hands and swimming.

2) Best to put on your jewellery last to avoid direct contact with cosmetics, hair products and perfume.

3) Store your jewellery in a safe and dry place when they are not being worn.

4) Keep each jewellery piece separately so that they do not collide and cause scratches.

5) Body oil and sweat can impact gold plating. Gently wipe after each wear with a soft cloth before keeping your jewellery in storage. Avoid using silver polish, metal cleaners or polishing cloths which can be abrasive.

All orders will be shipped have a care card. For other concerns you may fill up the form on the “contact us” page to reach out to us for further assistance.

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.

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.

Keep your jewellery in a safe and cool dry place out of direct sunlight. We have provided you with a gift box for temporary storage. It is recommended to use a jewellery box for proper storage. 

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.

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

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.

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.

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.

All prices indicated on the website are in SGD.

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.

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.