FAQ
Shipping
How long will my order take to arrive?

Orders within Malaysia

For ready stock jewellery, it takes 3-7 days for your order to reach you.
For custom made orders, it takes from 2-3 weeks for the item to be made in our factory, and another 3-7 days for the order to arrive at your doorstep.

If you require us to speed up the custom make process for an important date, you may email us to find out if we can do so within your required timeframe. Depending on the urgency of your required date, we will advise if a minimal extra charge that may be incurred, to put your item in front of our factory order queue.

International Orders

Please email us to enquire for a special rate. Do inform us your intended delivery address and product of choice, so we can estimate the most secure shipping rate for you, and estimated delivery time.

What are your shipping rates?

We offer complimentary shipping within Malaysia. 


For international orders, please email us to enquire for a special rate. Do inform us your intended delivery address and product of choice, so we can estimate the most secure shipping rate for you, and estimated delivery time. Please note that your country may impose individual customs fees/duties/taxes which you will need to bear out of your own pocket when your order arrives in your country. 


What shipping options are available? May I collect item in your stores?

You may choose home delivery or self-collection from our DeGem boutiques in Malaysia. For self-collection in store, please await our confirmation on the date when the stock is ready for pick up, in store of your choice. 


Can I order to ship to an international address?

Please email us to enquire for a special rate. Do inform us your intended delivery address and product of choice, so we can estimate the most secure shipping rate for you, and estimated delivery time.


Please note that your country of choice may impose individual customs fees/duties/taxes which you will need to bear out of your own pocket when your order arrives in your country.


Are your shipments secure?

Yes, our shipments are well-insured and we use reliable shipping services besides our own transport services whenever possible. 


To ensure that you receive your package securely, please note we only deliver to physical home addresses or office addresses (it would be helpful if you can inform us of your office opening hours in Remarks when you check out). We do not deliver to PO Boxes.  


We require your signature to acknowledge receipt of goods.


Products
How do I customise my own engagement ring?

You can customise your own diamond ring with our Customisation function,
in two steps:

  • Where you can select a diamond of your choice within your means.

  • And then select a ring setting of your choice to be made in gold or platinum.

The selection pages hold step-by-step information on what the 4Cs of diamonds are.

If you require more personalised advice, you can also email us at e.store@degemdiamond.com or visit us in our boutiques for private appointments and design consultations.

If you do not see something you like online, feel free to email us with your requirements and wishes, including photos of what you have in mind to custom design.

Are your diamonds certified?

Yes we only offer natural diamonds for sale, and diamonds above 0.30ct that we provide for selection are graded by the Gemological Institute of America (GIA). 


GIA is the industry’s leading independent third party grading laboratory. A GIA diamond grading report (also known colloquially as a GIA certificate), is an unbiased assessment of a stone’s quality characteristics. It is what the insurance industry uses as a basis for insuring your diamond, and what the diamond industry recognises worldwide for the resale of any diamond.


GIA’s diamond grading democratises diamond selection for consumers, so you as a consumer can buy diamonds based on your own preferences of the 4Cs, according to your own means. As a nonprofit organisation, GIA is the pioneer in creating the Diamond 4Cs and the International Diamond Grading System™, which to-date are still the universal benchmarks by which all diamonds are judged.


For natural diamonds, a GIA grading report is more than sufficient to record the authenticity of your purchased diamond. 


How do you keep your diamonds fairly and competitively priced?

It is a myth that online retailers are able to supply diamonds are low cost due to low overheads. 


With over 40 years in the business, we are able to effectively manage our supply chain more efficiently by leveraging on economies of scale. Because we have a strong record of buying in larger volume consistently year on year, miners and diamond cutters give us better prices compared to low volume boutiques. 


With strong relationships with our miners, we also add in a more hands-on selection to ensure we have first pick of the best materials before they reach the hands of other cutters and wholesalers. Our customers benefit as we pass down premium quality gems for best prices to them, and ensure that their gems come from ethical sources. 


Be on high alert when you encounter diamonds when shopping with other brands above 1ct that are priced significantly cheaper than what is offered in the market, and insist to ask to see the diamond’s grading report from an independent laboratory such as GIA, it could be a lab-grown synthetic diamond which has no second-hand market value.


Can I buy a ring setting without buying a diamond?

No, we do not allow the purchase of a ring setting without a diamond online, as ring settings need to be made specifically to fit the dimension of your chosen diamond. 



How long will it take for my ring to be customised?

It takes from 2-3 weeks for your ring to be made in our factory, and another 3-7 days for the order to arrive at your doorstep. 


If you require us to speed up the custom make process for an important date, you may email us to find out if we can do so within your required timeframe. Depending on the urgency of your required date, we will advise if a minimal extra charge that may be incurred, to put your item in front of our factory order queue.


Where are your products manufactured?

Our jewellery are all made exclusively in DeGem’s in-house factory where our team use a combination of state-of-the-art technology and skilled handcrafting maintained with over 40 years of experience. 


Having our jewellery made in our in-house factory ensures that we can have consistent quality control that is favoured by our loyal customers. Quality control from diamond sourcing to jewellery manufacturing under the same roof is why we have been entrusted by Forevermark Diamonds to design and manufacture their jewellery to distribute in Malaysia.


Are your jewellery the same prices as in-stores?

Yes. Although promotions and stock availability may vary. 


Are your diamonds conflict-free?

Yes. We use only high quality cut, socially-responsible diamonds sourced from diamond mines and cutters that follow ethical practices. DeGem is a member of the Diamond Exchange of Singapore and received the World Federation of Diamond Bourses Mark that represents the brand’s commitment in upholding the standards and code of principles of the jewellery trade.

How do I know my ring size?

Step 1 – Wrap a strip of paper around your finger.

Step 2 – Make sure that the paper is pulled tight but not too tight, just as a ring would fit.

Step 3 – Mark the spot where the paper meets and measure the distance with a ruler (mm).

Step 4 – Use the chart below to determine your ring size.

How can I measure my partner’s ring size?

An engagement ring or wedding band is to be worn on the fourth finger (ring finger) on the left hand. 

When you hold her hand, compare finger of yours closely matches her left ring finger. Measure that specific finger of yours.


We offer a complimentary one time free ring resizing for our custom order rings, you can drop by our stores to get it resized after purchasing within 3 months. However, please note that rings with full side diamonds all the way around the ring cannot be resized as they need to be remade. 


How tight should a ring be?

Your ring should slide onto your finger effortlessly, but snug enough that it does not slide out your knuckle. If you have big knuckles, measure your knuckle and the end of your finger where it meets the palm, and choose a size in between.  

 

Do not size your ring to your knuckle, it will be too big on your finger.


How should I take care of my jewellery?

Although our fine jewellery pieces are made of durable materials such as gold or platinum to withstand daily wear, they are not indestructible. Fine jewellery requires tender loving care for maintenance to last the years, like how we would care for a smartphone or cars. 


We recommend the removal of jewellery when in contact with chemicals to avoid any damage. 

Rings are susceptible to denting, scratches or chips from hard knocks, so avoid wearing them to the gym or when doing heavy housework such as gardening. 


When not worn, it is advisable to store your jewellery in a soft cloth bag to protect and prolong its lustre. 


You can drop by any of our boutiques to get your jewellery cleaned for free during shop operational hours. 


After Sales Service/ Repairs/ Resizing
Do you provide ring resizing?

We offer free one-time ring resizing within 3 months of your purchase, however the typical resize allowance has a limitation of three sizes up or three sizes down.


Please note that rings with full side diamonds all the way around the ring cannot be resized, as they need to be remade from scratch. Typically orders for such rings, you will need to ensure accuracy of the ring size to your best ability. If you are unsure, it will be safe to order a ring design without side diamonds on the bottom on the ring.


What after sales services do you provide?

We provide a lifetime warranty for all DeGem jewellery and minimal costs for repairs and maintenance due to wear and tear.

Do your products come with a warranty?

Our jewellery have a lifetime warranty, because they are created so you can treasure and wear them for generations. The warranty includes free cleaning, inspection service and prong tightening in our physical boutiques. No matter how many generations your DeGem jewellery has been passed down in the family, whenever you bring a DeGem piece to our boutiques, we can verify and clean it for free for you.

Can you repair my jewellery?

Repairs or replating due to wear and tear incur minimal fees depending on how extensive the recommended procedure is. You can always come back to our stores with your DeGem product(s) whenever you have enquiries on maintenance and repair services. 


If you are living in a state where we do not have a store presence, kindly email us with enquiries regarding repairs when you need.


We only repair DeGem jewellery and reserve the right to not repair jewellery from our competitors.


Others
Can I combine discounts?

No discounts cannot be combined. Each order is limited to one (1) discount per order, wherever applicable depending on the voucher code’s terms and conditions. 


I’m not certain what design my other half likes for the engagement, how do I decide?

Feel free to reach out to us for advice via email at e.store@degemdiamond.com or to book an appointment for a consultation. 


Should you still be uncertain, you can always choose a basic design to propose to your partner and then bring her to meet us to get the ring setting redesigned. 


Physical Boutiques & Appointments
Can I view your selection in your physical boutique?

Sure you may. Either walk in to our stores at these locations within operational hours, or should you like to book an appointment ahead of time, you can reach out to us using this contact form, and let us know if you have any requirements.

Where are your physical boutiques located?

You may find details of our store locations here


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