Delivery Methods and Timing

East Ocean Gems & Jewellery Sdn Bhd (707800-T) ("we" and "us") is the operator of ( ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.


1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.


2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.


3. Returns

Our return policy covers all regular-priced items and is valid for 14 days from the date of purchase or 7 days from the date of receipt, whichever earlier. 

Returns are only accepted for defective items or items grossly misrepresented in product listings. 

To be eligible for a return, your item must be unused and in its original condition, with the original packaging intact. 

We do not accept returns on sale and promotional items, as well as returns of regular-priced items beyond the stipulated time period. 

We do not accept exchanges of items due to size variance within 0.5 cm to 2 cm or 5%, whichever is higher, from the size guide provided as it is to be reasonably expected and acceptable within manufacturer guidelines. 

Crystals are a natural product, therefore small fractures or inclusions may occur. This is part of a crystal's unique characteristic!

Several types of goods are excluded from our return policy due to hygiene reasons such as earrings. 

If you meet the above criteria and would like to apply for a return, please contact us by Facebook Messenger or email.

Return postage costs are to be borne by the buyer and are non-refundable.

Trackable shipping service or shipping insurance is highly encouraged as an exchange will only be processed upon receipt of the original item. 

Once your return is received and inspected, we will contact you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.

East Ocean Gems & Jewellery Sdn Bhd (707800-T) will also not be responsible if your shipment is lost during the return transit. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. 

3.1 Return Due To Change Of Mind

We strictly do not accept change-of-mind returns or exchanges - there are no exceptions to this. 


4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days, Sabah & Sarawak within 14 days


4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at the checkout.


4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.


4.4 Change Of Delivery Address
For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.


4.5 P.O. Box Shipping
East Ocean Gems & Jewellery Sdn Bhd (707800-T) will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.


4.6 Military Address Shipping
We are unable to offer this service using courier services.

4.7 Items Out Of Stock
If an item is out of stock, we will contact you and suggest other options. You may choose to refund or wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.


4.8 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.


5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.


6. Parcels Damaged In Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.


7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website


7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and East Ocean Gems & Jewellery Sdn Bhd (707800-T) encourage you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to East Ocean Gems & Jewellery Sdn Bhd (707800-T) at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.


8. Cancellations
We are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.


9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.


9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.


9.2 Process for parcel lost in transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost. Once the parcel is delivered, we will not be held liable for the missing.


10. Customer service
For all customer service enquiries, please phone us at 60378457818