Frequently Asked Questions
Welcome to our FAQ page. If you have a question that is not covered here, please contact us — we are always happy to assist.
About the Jewelry
Are your pieces real sterling silver?
Yes. All jewelry is crafted using 925 Sterling Silver, suitable for sensitive skin and everyday wear.
Is your jewelry handmade?
Yes. Every piece — especially personalized and handstamped designs — is individually handcrafted in Kuala Lumpur.
Order & Personalization
Do you offer personalization?
Yes. We specialize in handstamped and customized message jewelry. You may select your preferred message, initials, or wording during checkout.
Can I change my personalization after placing my order?
Changes can only be made if your order has not entered production. Please contact us immediately.
Can personalized items be returned?
No. Personalized and handstamped items are final sale and cannot be returned or exchanged.
Processing Time
How long is the processing time?
- Ready-to-Ship Items: 2–5 business days
- Personalized / Handstamped Items: 3 business days (due to handcrafted production)
Processing time may be slightly longer during peak seasons.
Shipping Information
Where do you ship from?
All orders ship from Kuala Lumpur, Malaysia.
Do you ship within Malaysia?
Yes. We ship using Poslaju and DHL eCommerce.
Estimated delivery:
- West Malaysia: 2–5 business days
- East Malaysia: 3–7 business days
Do you ship internationally?
Yes. International orders are shipped via FedEx, DHL, or Aramex Express.
Estimated delivery:
- Singapore: 2–3 business days
- UK: 2–3 business days
- USA: 3–4 business days
- Other countries vary depending on location and customs clearance.
Are customs fees included in international orders?
No. Customs duties, taxes, and import charges are paid by the customer.
Can I track my order?
Yes. All orders include tracking, both domestic and international.
Packaging & Gifting
Do all orders come with packaging?
Yes. Every order is packed in our signature CreamByVal jewelry box, designed to be elegant, protective, and gift-ready.
Do you offer premium gift packaging?
Yes. For a more elevated gifting experience, you may upgrade to our Premium Gifting Option, which includes:
- a gold jewelry box
- a hand-tied ribbon
- a custom message card
A sample of the premium packaging will be shown at checkout for your reference.
Do your jewelry pieces come with message cards?
It depends on the collection:
1. Meaningful Message Jewelry Collection
These pieces come with our signature message card, thoughtfully crafted to reflect the sentiment behind the design.
2. Personalized Jewelry Collection
For custom-stamped pieces, we include a blank message card, allowing you to write your own heartfelt note for a more personal touch.
Can you write the message on my behalf?
Yes. If you prefer, we can handwrite your message for you. Simply leave your message in the designated box at checkout, and we will include it in your package.
Returns & Guarantee
Do you accept returns?
We accept returns for non-personalized items only, within 7 days, provided they are:
- unused
- unworn
- in original packaging
Personalized items, earrings, and sale items are non-returnable.
Do you offer replacements for defects?
Yes. We provide a 30-day craftsmanship guarantee for structural defects such as:
- faulty clasp
- jump ring detachment
- clear manufacturing issues
This guarantee does not cover wear and tear, tarnishing, accidental damage, or improper care.
Who pays for return shipping?
All return shipping fees are borne by the customer.
International returns must be sent with a trackable courier.
Care Instructions
How do I care for my sterling silver jewelry?
- Store in a dry, airtight container
- Remove before showering, swimming, or exercising
- Avoid perfume, lotions, and chemicals
- Clean with a sterling silver polishing cloth
Will sterling silver tarnish?
Sterling silver may tarnish naturally over time, but regular cleaning will restore shine.
Payment & Currency
What payment methods do you accept?
We accept major cards and local Malaysia online payment methods such as FPX, GrabPay, and wallet options (varies by platform).
What currency are orders charged in?
All prices on the website are displayed and charged in MYR.
Contact
If you need assistance, feel free to reach out. We are here to help and will reply as soon as possible.