FAQ
Product Care
How should I take care of my jewelry?
- Remove your jewelry before going to bed, showering, or taking part in any physical activity.
- Avoid exposure or contact to any chemicals. This includes but is not limited to perspiration (sweat), pH level of the individual’s skin, perfumes/colognes, lotion/creams, cleaning products, chlorine, salt water, or silver polish, etc.
- Keep your jewelry away from extreme temperatures, humidity (bathrooms) or sunlight.
- Store them in a clean, dry, and cool place - ideally in an airtight bag with a small packet of desiccant crystals.
Please Note:
High standards of quality and craftsmanship is important to us. All our sterling silver pieces are protected with an electro-coating to help prevent or reduce tarnish! However, with time and wear, some oxidization and tarnish may occur, so we recommend caring and storing your jewelry properly. Nonetheless do not let that worry you, you can still store your sterling silver jewelry.
Learn more about our jewelry material.
How should I clean my jewelry?
To maintain its shine and keep oxidation at bay, always clean your jewelry pieces with a dry, soft, and non-abrasive cloth after every wear and before storing them to remove any residue of dirt, buildup, and perspiration. If necessary, you can use a soft damp cloth to wipe them down gently and pat dry them with a soft cloth.
Important:
For gold-plated pieces, please do not use silver polishing cloths and avoid rubbing hard, as this may cause loss of plating.
Please Note:
Avoid using abrasive jewelry cleaners as these contain harsh chemicals that can destroy your pieces over time. We do not recommend the use of any jewelry polishing cloths which have been treated with cleaners or polishing agents.
How should I store my jewelry?
To protect your jewelry against the elements of daily exposure, we highly recommend that you store your jewelry in a small airtight bag and place a small packet of desiccant crystals in the packaging. Ensure pieces are completely dry and clean before storing. Do not store your jewelry in the bathroom.
Always keep your chains fastened and store your jewelry pieces individually so that they do not rub together, scratch or become tangled.
TIPS:
Believe it or not, the best way to prolong your pieces is to wear them more often. Storing and not wearing your sterling silver jewelry for a long period of time will increase oxidation, discoloration, and tarnish.
The natural oils on your skin can keep your jewelry clean and maintain its brilliance. However, the pH from sweat will cause discoloration and tarnish, hence do remember to remove any jewelry during physical activity.
Please note that our original NATbyJ packaging is not designed to keep jewelry for prolonged periods of time, as they are not airtight and may cause oxidation.
How should I take care of my watch?
For maximum protection, please keep your NATbyJ watch in its box when not in use and remove your watch before participating in physical activity to avoid damage.
Plating:
Plating can corrode and wear off over time especially if it comes into contact with perfumes, body creams or chemicals. We recommend removing your watch when applying perfume and body cream.
Batteries:
Our watch batteries are standard batteries. We recommend using a professional for this service, as changing a battery with incorrect tools can damage the watch.
Leather Straps:
Over time the leather may change in color which is partly due to the oil from your skin and exposure to sunlight. We recommend that you keep your leather strap away from intense sunlight, heat and humidity to prolong its beauty. Exposure to water and cosmetics will stain or damage your leather strap.
Water-Related Use:
Our watch has a 30M / 3 ATM water resistance; suitable for everyday use and can withstand small accidental splashes for example rain, but it's not suitable to be submerged into water, nor suitable for shower.
If your watch experiences a sudden change in temperature or pressure, a slight condensation may appear under the glass of your watch. Please do not attempt to dry it out as the condensation will generally disappear after a while.
How should I store my watch?
To protect your watch against the elements of daily exposure, we recommend that you store your watch in its box and place a small packet of desiccant crystals in the box. Ensure your watch is completely dry and clean before storing. Do not store your watch in the bathroom or humid environment, especially watches with leather straps.
How should I clean my watch?
To maintain its beautiful condition, we recommend cleaning your watch frequently to remove any residue of dirt and perspiration. Take a dry, soft and non-abrasive cloth to wipe your watch. If necessary, you can also use a soft damp cloth to give the metal case / bracelet a gentle clean and pat them dry with a soft cloth.
Important:
- Do not submerge your watch in water, even if it is water resistant.
- Do not use soap to clean your watch, as the chemicals can damage your watch over time.
Materials
What kind of material is my jewelry?
All NATbyJ jewelry are produced in 925 sterling silver made of 92.5% pure silver, which makes it highly durable and designed for everyday wear. All pieces are expertly plated with 0.5 micron of rhodium, 14k gold or rose gold, followed by an electro-coating for extra durability and maximum longevity.
Is your jewelry hallmarked?
All of our pieces are stamped with NATbyJ logo to show their authenticity as well as the 925-metal mark, certifying that our pieces are made with a minimum of 92.5% pure silver.
Is your jewelleries nickel free and hypoallergenic?
NATbyJ jewelry is crafted from high-quality material without nickel and safe for sensitive skin due to its hypoallergenic properties. However naturally occurring trace amounts of may be present in some pieces. The measure of such is so low that only people who are hypersensitive to nickel may react to them.
Jewelry Metal & Gemstones
Sterling Silver:
925 Sterling Silver is a standard material in high quality jewelry because it is long-lasting and flexible. It is a precious metal alloy made of 92.5% pure silver and 7.5% other metals. This combination of metals provides increased durability and strength compared to pure silver, which is relatively soft and can be prone to bending or scratching. The presence of other metals also helps prevent tarnishing, as pure silver tends to react with air and sulfur compounds in the environment, leading to discoloration and tarnish.
Don’t panic! All sterling silver is susceptible to oxidation, color fades over time and tarnish. This is normal wear and tear. The speed of how quickly this happens depends on various factors, such as how the jewelry is cared for, or whether it has been exposed or in contact with strong chemicals.
To keep your jewelry looking at its best, follow our jewelry care instructions.
Rhodium Plated:
Our silver-tone pieces are all plated in rhodium, a rare, precious metal that gives the piece extra durability - more scratch resistant and remains tarnish-free for a long time. On top of this we added electro-coating for extra durability and maximum longevity.
Gold-Plated or Rose Gold- Plated:
Our gold-tone pieces are all plated with a layer of 14k gold or rose gold on a 925 sterling silver base. On top of this we add electro-coating for extra durability and maximum longevity.
To keep your jewelry looking at its best, follow our jewelry care instructions.
Cubic Zirconia Stones:
Cubic Zirconia (CZs) is a synthetic gemstone, and it is technically known as a diamond simulant. Cubic zirconia is generally less brilliant and reflective than a natural diamond, however, most casual observers cannot tell the difference.
What is NATbyJ watch made off?
Stainless Steel:
All our metal watches are made of stainless steel. Stainless steel is a strong steel and a standard material in watches because it is durable and resistant to rust / corrosion.
Gold-Plated:
All our gold-plated watches are electro-plated with rose gold or yellow gold.
Please note:
With wear and time, plating can corrode and fade color over time. This is considered normal wear and tear. The speed of how quickly this happens depends on various factors, such as how the watch is cared for, or exposure to any chemicals or strong products.
To keep your watch looking at its best, follow our watch care instructions.
Leather:
Our leather straps are made of genuine leather.
Please note:
Genuine leather may darken, fade or change in color and texture over time. This is the natural beauty of leather.
To keep your watch looking at its best, follow our watch care instructions.
Glass:
All our watches are fitted with hardened mineral glass, a durable glass that will protect your watch against normal wear and tear.
Movement:
All NATbyJ watches use a Japanese Miyota Quartz Movement which is well known for their durability and time accuracy.
Packaging & Gifting
How will my NATbyJ items be packaged?
Nothing is more important to us than keeping your orders safe!
Every item is packaged in our signature NATbyJ box, that protects your items during the delivery process & doubles as a small trinket storage box!
Depending on the items purchased, jewelry will be individually packed in a microfiber sleeve and combined up to 3 pieces into one box. Watches are individually packed in a box. All items come with a warranty card.
How does NATbyJ packaging looks like?
Our signature NATbyJ box is an iconic grey box adorned with a functional grey satin ribbon. We want to make unboxing special for everyone, even when it is for yourself!
Can I request for additional packaging?
No, we are not able to accommodate shipments of additional packaging alone at this time, as there will be increased shipping fees associated.
Kindly note that jewelry is individually packed in a microfiber sleeve and up to 3 pieces per box. Watches are individually packed in a box.
Do you offer gift wrapping services?
No, we currently do not offer gift wrapping services.
But don't worry, every order is packed in our signature NATbyJ box that doubles up as a small trinket storage box or a cute gift box too!
Depending on the items purchased, jewelry is individually packed in a microfiber sleeve and up to 3 pieces per box. Watches are individually packed in a box.
Can I have an item sent to someone as a gift?
Yes! Kindly use their address as the delivery address for your order.
Payment
What payment methods do you accept?
We accept all major credit cards, debit cards, PayPal and Shopify Pay.
Please ensure that you check the total amount and item(s) added to your cart is correct before proceeding to payment. Your payment method will be charged at the time the order is placed, including for those items that are under pre-order.
How does the discount code work?
Simply enter the discount code by using the “Gift card or discount code” field box found in the Shipping Information page (or under Show Order Summary tab).
If the code is correct, the price will be reduced. If the price does not change, please check the promotion’s rules and conditions and make sure that it applies to the items in your cart.
Kindly note that NATbyJ gift cards are excluded from all discounts.
Are the prices shown in my local currency?
All prices shown are in United States Dollars (USD).
To view your preferred currency, scroll down to footer and refer to the drop-down menu to view the list of available currencies.
Do online prices include taxes?
For Singapore-based orders, sales taxes (GST) are applied at check-out.
Order & Shipping
Where does NATbyJ ship to/from?
We ship worldwide from Singapore! Once you have placed your order, we will process, pack and ship out your order within 2-5 business days.
Kindly note that we do not ship to PO boxes, parcel lockers, APO or FPO addresses at this time.
What are the shipping fees and delivery timeline?
For orders shipped to Singapore: Enjoy FREE STANDARD SHIPPING for orders above SGD70. For orders below this amount, there is a flat-rate delivery charge of SGD7.
For orders shipped to Malaysia: Enjoy FREE STANDARD SHIPPING for orders above MYR170. For orders below this amount, there is a flat-rate delivery charge of MYR25.
For international orders: Enjoy FREE STANDARD SHIPPING for orders above USD70. For orders below this amount, there is a flat-rate delivery charge of USD20.
***For international orders: If you require your order urgently, please select EXPRESS SHIPPING at checkout for US$30.
Estimated Delivery Duration:
- Orders placed with FREE STANDARD SHIPPING should arrive in 6-20 business days.
- Orders placed with EXPRESS SHIPPING should arrive in 3-8 business days.
Please note that these delivery timings are estimated, and do not include weekends, holidays and any unforeseeable delays on the courier’s end. If your order consists of a pre-order, the dispatch date may change. NATbyJ does not accept any responsibility for delivery beyond the estimated delivery times. For more information, please email us at info@natbyj.com for further advice.
Will I be charged for duties and taxes?
NATbyJ will not be liable for any duty or tax payable at the destination country. Please make the necessary arrangements with the local customs authority to ensure delivery of the merchandise. This may include paying tax and duty fees charged by the local customs authority.
NATbyJ has no control over these fees, and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs authority.
How do I track my order?
Once your order is packed and ready to ship, you will receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
In case you cannot locate your parcel, or your order is delayed, please send us an email to info@natbyj.com with the following information:
- Order Number
- Tracking Number
Can I cancel or update my order? Or change my shipping address?
If you need to make any changes to your order, please send an email to info@natbyj.com as soon as possible and we will do our best to accommodate your request. Kindly note, once your order is dispatched, we may not be able to cancel or update your order upon request. In such instance, learn more about Return Policy.
For canceled orders, refunds will be made within 30 days after notice of cancellation. Please note that the refunded amount may differ from the original purchase amount due to transaction fees (e.g. foreign exchange rate, administrative fees, bank charges) which are not under the control of NATbyJ or its affiliate companies. We are not able to provide a refund for any of those transaction fees.
For engraved pieces, once the order is placed, we are not able to cancel the order.
Shipping Policy
All delivery of products is done by postal service or a third-party logistic carrier which is in no way associated with, or a subsidiary of, or owned by NATbyJ.
You shall remain contactable through the telephone number or mobile phone number provided at all times for the delivery service to be in contact with you. You shall provide sufficient/correct delivery information. Upon delivery of the product, you may be required to sign for delivery.
In the event that you are unable to take delivery or collection, NATbyJ will not be liable for any additional costs involved in ensuring the products are re-delivered. Products will be dispatched within 2 to 5 business days and subjected to the delivery schedule/service of the delivery system carrier engaged by NATbyJ. We shall not be liable to you for any losses, liabilities, costs, damages, charges, or expenses arising out of late delivery. No changes in delivery schedule will be entertained. NATbyJ will not be responsible for any delay in delivery as a result of your parcel being held back by your local customs authority.
NATbyJ will not be liable for any duty or tax payable at the destination country. Please make the necessary arrangements with the local customs authority to ensure safe delivery of the merchandise. This may include paying of tax and duty fees charged by the local customs authority.
In case of any faults, defects, or damage, you shall provide the documents delivered with the product, as well as a photo of the defect. Please send us an email to info@natbyj.com with the information.
Please note that it might not be possible for us to deliver to some locations in which event, we will inform you using the contact details that you provide to us when you make your order and arrange for cancellation of the order or delivery to an alternative delivery address.
All risk in the product shall pass to you upon delivery. If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not accept delivery or collect the product from the third-party logistic carrier, we will not conduct a refund for the products purchased and may (without affecting any other right or remedy available to us) charge you for any fee and other costs reasonably incurred by us.
Warranty & Repairs
Jewelry Warranty
1 YEAR WARRANTY
Every piece of NATbyJ jewelry is covered by a limited one (1) year warranty from the original date of purchase from an authorized and approved NATbyJ stockist. The warranty is valid against any manufacturing defects in material or workmanship only. For warranty claims, we will reimburse the return shipping cost, up to a value of US$8.
Important:
Please retain your receipt / warranty card or pass it on to the gift recipient, as the original proof of purchase or a warranty card is required to make your warranty claim.
Need to initiate a warranty claim?
Please send us an email to info@natbyj.com with the following information:
- Proof of purchase or warranty card
- Item(s) to be repaired
- Detailed photos
Our customer service team will follow up with you within 3-5 business days.
What is not covered under the warranty?
The warranty against defects does not cover lost or stolen items, scratches, broken chain, damages caused by accident, lack of care, negligence, improper use or storage of product, general wear and tear, tarnishing or unauthorized modification done by unauthorized service centres (resizing or any types of repair work).
NATbyJ reserves the right to deny a warranty claim at its sole discretion.
Watch Warranty
2 YEARS WARRANTY
Every piece of NATbyJ watch is covered by a limited two (2) years warranty from the original date of purchase from an authorised and approved NATbyJ stockist. The warranty is valid against any manufacturing defects in material or workmanship only. For warranty claims, we will reimburse the return shipping cost, up to a value of US$8.
Important:
- Please retain your receipt / warranty card or pass it on to the gift recipient, as the original proof of purchase or a warranty card is required to make your warranty claim.
- Please do not send your products back to us without prior approval or confirmation of a warranty claim.
Need to initiate a warranty claim?
Please send us an email to info@natbyj.com with the following information:
- Proof of purchase or warranty card
- Item(s) to be repaired
- Detailed photos
Our customer service team will follow up with you within 3-5 business days.
What is not covered under the warranty?
- Case, crystal, strap, bracelet, crown, battery and any accessory that comes alongside the watch.
- Damage resulting from improper handling, lack of care, accidents, or normal wear and tear.
- Water resistance is only ensured if the watch has been used in accordance with the instruction manual.
- All NATbyJ watches are water resistant to the depth defined by the model specifications, provided that the water-resistant components are intact. The water resistance of a watch is ensured by gaskets placed between the crown, the pushers, the crystal, and the watch case. These gaskets deteriorate over time under the influence of external factors such as temperature variations, pollution, or chemicals. It can deteriorate and must be regularly replaced to guarantee the water resistance of the watch. In addition, heavy impacts on the watch are known to affect the water resistance and should be avoided.
The warranty is void if the watch has been damaged by accident, negligence, unauthorized service, or other factors not due to defects in materials or workmanship.
NATbyJ reserves the right to deny a warranty claim at its sole discretion.
How is a warranty claim initiated?
Please send us an email to info@natbyj.com with the following information:
- Proof of purchase or warranty card
- Item(s) to be repaired
- Detailed photos
Our customer service team will follow up with you within 3-5 business days.
Please Note:
Eligibility of this warranty is determined upon receipt and inspection of the product. If it is determined that there is a material or manufacturing defect, the repair specialist will establish the options for repair or replacement, based on (1) the availability of replacement parts/product, and (2) the feasibility of repair. If repair is not available, the product may be replaced with the same product, or substituted with a product of comparable value. NATbyJ is unable to guarantee that the exact same product or design will be provided. If it is determined that the damage is not a material or manufacturer defect, the company may offer a repair service subject to a fee.
Please note that a defective piece can only be repaired if:
- The product is a genuine NATbyJ product with the NATbyJ logo.
- The repair is feasible – it must be possible to bring the product back to its original pristine condition.
- Spare parts are still available.
NATbyJ reserves the right to deny a warranty claim at its sole discretion.
Do you provide repair services?
Yes, we provide repair services for all NATbyJ jewelry and watches. All NATbyJ jewelry and watches are covered under a limited time warranty against any manufacturing defects in material or workmanship. If the item(s) is covered under warranty, we will reimburse the return shipping cost, up to a value of US$8.
Kindly note:
- You will be responsible for arranging to have the item(s) shipped to us. You will be liable for all loss or damage during shipping.
- Repairs fees and shipping cost will be chargeable when your warranty has expired, or if no proof of purchase is presented, or if your damaged item(s) is not covered by warranty.
Need a repair service?
Please send us an email to info@natbyj.com with the following information:
- Proof of purchase or warranty card, if applicable
- Item(s) to be repaired
- Detailed photos
Our customer service team will follow up with you within 3-5 business days.
NATbyJ reserves the right to deny a repair service at its sole discretion.
How long does it take to repair my item(s)?
Repairs will take 1 to 3 weeks (excluding Saturday, Sundays, and Public Holidays) from the date your item is delivered to us. Kindly note that the timeline stated is an estimate only, and that the actual repair time might differ.
Return & Exchange
Return Policy
Should you be dissatisfied with your order in any way, we accept returns within 14 days upon goods receipt. We will not cover any return shipping fee for refund. You will be responsible for arranging to have the item(s) returned to us. You will be liable for all loss or damage during shipping to our warehouse. We will accept the refund when the item(s) is returned in its original condition and upon meeting the conditions listed below.
For all returns, we will charge a restocking fee of 20% of the listed price of the product at the time of purchase and a return shipping fee of US$25 will be deducted from the refundable amount. Kindly note that the refunded amount may differ from the original purchase amount due to transaction fees, click here to learn more.
To qualify for a return:
- Items must be in their original condition - brand new, unused condition and with no signs of wear or damage.
- Items returned by mail must be in all original packaging (tags, box, and pouch included) and warranty card.
- No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
All below items are non-returnable:
- Personalized, customized, engraved or modified products
- Gift cards
- FINAL SALE items
- Giveaway / Sponsorship items
- Any product that is listed as non-returnable.
If you decide to return your purchase, please send us an email to info@natbyj.com with the following information:
- Purchase receipt
- Item(s) to be returned
Our customer service team will follow up with you within 3-5 business days.
Should the returned item(s) not meet the above conditions, NATbyJ reserves the right to deny the refund and return the non-refundable item(s) back to the customers. The shipping charges will be borne by the customer.
Exchange Policy
We accept a one-time exchange within 14 days upon goods receipt. You may exchange for a similarly priced item or higher valued item in the NATbyJ range, subject to availability. If you opt for a higher priced item, you will have to bear the cost difference in price. We will not cover any return shipping fee for exchange. You will be responsible for arranging to have the item(s) returned to us for exchange. You will be liable for all loss or damage during shipping. We will accept the exchange when the item is returned in its original condition and upon meeting the conditions listed below.
For all exchanges, there will be a charge of US$25 to cover our standard shipping fees.
To qualify for an exchange:
- Exchange items must be in their original condition - brand new, unused condition and with no signs of wear or damage.
- Exchange items will need to be returned in all original packaging (tags, box, and pouch included) and warranty cards.
- No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
All below items are non-exchangeable:
- Personalized, customized, engraved or modified items
- Gift cards
- FINAL SALE items
- Giveaway / Sponsorship items
- Any product that is listed as non-exchangeable
If you decide to exchange your purchase, please send us an email to info@natbyj.com with the following information:
- Purchase receipt
- Item(s) to be exchange
Our customer service team will follow up with you within 3-5 business days.
Should the exchange item(s) not meet the above conditions, NATbyJ reserves the right to deny the exchange and return the non-exchangeable item(s) back to the customers. The shipping charges will be borne by the customer.
What if I received a damaged or wrong item for my order?
We are sorry that you received a damaged or wrong item for your order. We will provide for a one to one exchange of the same product, subject to availability. We will reimburse the return shipping cost, up to a value of US$8.
If you require to exchange your purchase, please send us an email to info@natbyj.com with the following information:
- Purchase receipt
- Item(s) to be returned
Our customer service team will follow up with you within 3-5 business days.
Please note:
- NATbyJ reserves the right to replace the product with another that is of similar value in the case where the model of the defective product is no longer available or not in stock.
- Products damaged at the point of delivery should be notified to info@natbyj.com within 7 days upon goods receipt.
- The notification of damaged goods is in no way acceptance that the product is damaged.
- In the event that NATbyJ agrees to the return of the products, products must be sent out within 7 working days of the agreement to conduct the exchange of products.
- Damaged products will need to be returned together with accompanying boxes and warranty cards before replacement products are dispatched.
- Past the 7 days for notification and/or agreement to exchange the product, any damaged products will be subjected to the after-sales service warranty provided by each brand/product, together with charges where applicable.
The decision of NATbyJ with respect to damaged products shall be final.
When will I receive my refund?
Refunds will be made within 30 days from the time we receive the item(s) and upon meeting the conditions listed in our Returns Policy. You will receive a return confirmation email after we verify the item(s) and acknowledge the refund.
Pease note, we are not able to provide a refund for any of those transaction fees:
- The refunded amount may differ from the original purchase amount due to transaction fees (e.g. foreign exchange rate, administrative fees, bank charges) which are not under the control of NATbyJ or its affiliate companies.
- Any duties and taxes incurred on your shipment.
Depending on your bank/card issuer, your refund(s) should reflect on your bank/card statement after you have received the return confirmation email from NATbyJ. If you have any further clarifications pertaining to your refund(s), please contact your bank/card issuer directly.