FREQUENTLY ASKED QUESTIONS (FAQ)
Register an Account
1. Do I need to register an account to place an order?
Yes, you need to register an account in order to place an online order on Puregold.sg website. Having an account also allows you to keep track of your purchase history and current orders.
2. What if I forgot my account details?
If you have forgotten your password, you can recover it in the login section. We will send you a link to reset the password.
Payment / Security
1. What kind of payment methods do you accept?
All major credit cards are accepted, Puregold.sg is secured with SSL security. If your card is authorized, payment will be taken immediately, and you will receive an email confirming that the order has been successful.
2. What if I face problems paying at checkout?
Check to ensure that your card information is correct. (Example: card type, expiry date, billing address, 3 digit number on the back of your card) Please check with your card issuer for more information.
3. Is my personal information secure when I make payment?
At Puregold.sg, we want to make your shopping experience easy and comfortable, and have taken measures to guarantee all orders placed with us are secure and safe. All credit card information are encrypted so as to ensure that every transaction is secure. We have utmost respect for your personal information and assure you that it will never be released to a third party. We also take fraud very seriously so all credit card holders are subject to validation and authorization by both us and the card issuer.
Shipping / Delivery / Self-Collection
1. What shipping options do you offer?
We offer shipping within Singapore and internationally on all orders. Shipping will be delivered within 7 business days upon payment confirmation.
2. How do I know if my order is received?
A confirmation email will automatically be generated and sent to you upon successful receipt of order. All orders will be processed immediately upon payment confirmation. Please print this order confirmation email as your receipt for your records. You may expect to receive your order within 5 – 8 business days via overseas shipping / self-collection in store. High volume of orders during peak / festive seasons may result in slight delay in shipment.
3. Can I select my preferred delivery date and time?
Your preferred delivery date and time serve as an estimation and are not guaranteed. For high volume of orders during peak / festive seasons / shipping restrictions / payment authorisation, may result in slight delay in shipment.
4. Can I change my billing / shipping address after I have placed an order?
We will attempt to accommodate order changes prior to shipping confirmation. However, we will not be able to amend your billing / shipping address once your order has been handed to our courier partner, FedEx Express. Kindly ensure that the information is correct at the time of placing your order.
5. Can I amend or cancel my order?
We will attempt to accommodate order changes prior to shipping confirmation. However, we will not be able to cancel an order once payment is confirmed. Do note that changes to orders may result in shipping delays. We are unable to accommodate changes or cancellations on special order requests and / or orders that have already been shipped.
6. How can I track my order?
We will send you the tracking number in the shipment confirmation email, click on the link to view the shipping status.
7. How does the shipping fee apply?
Shipping charges may vary depending on the chosen shipping country, location, weight of the package and value of the purchased goods. Prior to checkout, total shipping charges will be reflected.
8. Will I be charged customs and import charges?
For items to be delivered outside Singapore, Puregold.sg will process charges, in accordance with the legal regulations of the country where the items are delivered to. This would include any prevailing sales or import taxes, if applicable. The customer will be fully liable for any such taxes and or duties due.
9. What are the charges for delivery services?
Delivery charges are applicable for items purchased. All delivery will be made within 5 - 8 business days upon payment confirmation (excluding weekends and public holidays). Please note that we only deliver to one delivery address per order. Rerouting delivery charges due to an incorrect or non-existent delivery address will be borne by you.
10. What are the delivery restrictions within Singapore?
We are unable to deliver orders to restricted zones: Changi Airport, Changi Cargo and Sea Ports, Military bases, Construction sites, Jurong Island, Tuas Link, Airbase sites, SATS Inflight catering centre 1, Shipyards and Powergrid. Please note that we do not ship orders to PO Box and protected areas. Delivery charges for failed attempted delivery to such restricted areas will be borne by you.
11. Will my orders be insured for shipping?
All purchases are insured whilst in transit from Puregold.sg to the designated shipping address. The recipient will be required to sign and acknowledge receipt of items upon delivery or collection from which the risk of loss of sale item is passed on to the receiver. In the event the recipient or collector is not the original purchaser, you agree that the recipient’s signature shall constitute evidence of delivery and fulfilment of your order, as well as the passing of risk.
12. Can I collect my orders in-store?
Yes, we do offer self-collection at our showroom. You will be notified within 7 business days via email / phone when your order is ready for collection.
Return and Exchange
1. What is the return and exchange policies for my online purchases?
Please note that there is strictly no return, no exchange and no refund on orders made on Puregold.sg website. Before you confirm the order and make payment, kindly check to ensure that all details are in order.
2. There are defects on my items. What should I do?
For any damaged items, please contact Puregold.sg immediately at firstname.lastname@example.org. Reports must be made within 24 hours from time of receipt.
3. What do I do when I receive the wrong product or there is a missing item?
In the unlikely event of receiving a defective item, or a missing product, please contact Puregold.sg immediately at email@example.com. Reports must be made within 24 hours from time of receipt.
In the event when the product returned is not damaged, we may at our discretion decide not to replace and repair for the product, and / or require you to pay all reasonable delivery and servicing costs.
1. Do you provide gold bar / medallion customisation and how long does it take?
We provide customisation services, you can email your request to firstname.lastname@example.org and we will be pleased to assist you.
2. Do you provide engraving services?
We provide engraving services only for Puregold.sg products, charges will apply.
3. Do you provide gold testing services?
We provide gold testing services, you can email your request to email@example.com and we will be pleased to assist you.
4. Do you provide cleaning / restored services?
We provide complimentary cleaning services only for Puregold.sg products.
FREQUENTLY ASKED QUESTIONS (FAQ)