Frequently Asked Question

Shopping

• Do I need to create an account to shop?
  Yes, you need to create an account to shop at Adelle Jewellery E-Store. Enjoy shopping convenience and various benefits offered through your account. Click here to create an account.
• Can I place an order over the phone?
  For convenience and security, you cannot place orders using the phone. If you have difficulty shopping on our website, our customer service will be ready to help.
• Can I change my order?
  Before placing an order, make sure you double-check the product you want to buy because we cannot change your order for any reason.
• Can I cancel the order?
  You cannot cancel your order for any reason.
• How do I decide the right jewelry size for me?
  You can decide your jewelry size by measuring it in the size guide on the product page.
• What if the product I want is out of stock?
  If the product you want is out of stock, our system will automatically replace your order into pre-order. Contact our customer service to find out about jewelry stock and more information regarding the pre-order process.
• Can I replace the diamonds in the jewellery I want to buy?
  You can't change gemstones or modify the product you want to buy. Please contact our customer service if you would like to place a customization order for your diamond jewellery or visit one of our offline stores to browse our collections.
• What if I can't find the jewellery I'm looking for?
  You can custom your desired diamond jewellery at Adelle. Please contact our admin for more information.
• Does Adelle Jewellery have an offline store?
  Adelle Jewellery has offline stores spread across major cities in Indonesia: Jakarta (Mall Kelapa Gading, Plaza Indonesia, Lippo Mall Puri) Bekasi (Summarecon Mall Bekasi) Bandung (Trans Studio Mall Bandung) Surabaya (Galaxy Mall, Mall Atom)

Orders/Payment Method

• How do I enter a promo/discount voucher code?
  You can enter the voucher code in the USE YOUR VOUCHER CODE field at check out. One voucher code can only be used once by one account. Click the (x) button if you would like to cancel the use of the voucher code & re-enter a new code if necessary.
• What payment methods does Adelle Jewellery accept?
  You can see various payment method options on the Finance Options page (link to the financing options page)
• Can I cancel/change my order details?
  You cannot change the details or cancel your order after your order has been paid.
• How do I monitor my delivery?
  You are able to monitor your delivery at the 'Order' page of your profile.

Shipping

• Does the price listed include shipping costs?
  Prices shown do not include postage. You will be freed from shipping costs until the 31st of October 2021.
• When does Adelle Jewellery ship orders?
  All ready stock orders will be shipped 2 working days after the order is made (excluding Saturday/Sunday and public holidays). Deliveries are made Monday-Friday during business hours.

Product Care & Repair

• Do I get a certificate for the product I purchased?
  Every product purchased is accompanied by a certificate, whether it is an in-house certificate or any other certificates from international diamond institutions.
• What after-sales service does Adelle Jewellery's customer get?
  Customers who shop at Adelle Jewellery will get after sales service listed on the Product After-Sales & Repair Service page which includes free resize, polish (according to the terms and conditions available), and a lifetime of free jewellery spa.
• How do I take care of my diamond jewellery so that it will continue to sparkle?
  Avoid liquids & chemicals. You can also bring your jewellery to one of our outlets & use your free lifetime jewellery spa benefit.