Questions from the Valley
What you may be wondering
Every inquiry at GU is answered personally — but here are the questions we hear most often. If yours isn't here, write to us at hello@gujewellery.com.
Delivery & shipping
How a piece reaches you, once it leaves the Atelier.
Every piece ships via DHL, fully insured, tracked, and signature-required. The way it travels matches the way it was made — carefully.
Delivery timeframes
- Singapore: 1–2 working days from dispatch.
- International: 3–5 working days, to all areas serviced by DHL.
- Express: available on request — write before ordering and we'll advise on cost and timing.
Shipping cost
Complimentary on all orders valued at $1,000 and above. For smaller orders, the applicable rate is advised before dispatch.
When your piece leaves
A bloom ships at The Reveal — the moment the piece is complete and has passed final inspection. A tracking number is sent by email at dispatch. From that point, DHL carries the full picture.
If something goes wrong in transit
If a piece arrives damaged, write to hello@gujewellery.com within 24 hours of delivery, with photographs of the outer mailer, the jewellery box, and the piece itself. Retain all packaging until the claim is resolved.
Lead times — when your piece arrives
Three lines, three rhythms. Each piece is made for one person, in its own time.
Bespoke Blooms
Three to five months, from confirmed design to delivery.
The making moves at the pace of conversation, sketches, stone selection, wax, and hand-finishing. It cannot be rushed without becoming something else.
Seasonal Blooms
Ready stock: ships within the timeframe noted on the product page.
Made to order: 6 to 8 weeks, where a piece is commissioned following a drop.
Evergreen Blooms
6 to 8 weeks, made to order in your choice of metal and stone.
If you need a piece by a specific date, write before ordering. We'll be honest about what's possible.
Sizing & resizing
How to find your size — and what happens if it changes.
Finding your size
Two simple methods, both at home, are set out on the Ring Guidelines page, along with the conversion chart. If you'd rather we measure together, write — we can guide you over a short call.
One complimentary resizing
Every GU piece comes with one complimentary resizing, within one full size up or down, in the first six months of ownership.
Resizing beyond that range, or outside the six-month window, is available at a fair fee.
Pieces that cannot be resized
Full-eternity bands and certain bespoke silhouettes — anything where the design wraps the full circumference — cannot be resized. This is always advised at the design stage, before anything is made.
Care & the Annual Refresh
How to look after a piece. And what the Atelier offers, freely, once a year.
The Annual Refresh
Every piece is welcome back once a year for complimentary cleaning — postage and delivery are to be arranged and borne by you.
Day to day
- Wipe gently with a soft cloth after wear.
- Remove before showering, swimming, sleeping, or any physical activity.
- Avoid impact — even a hard knock can loosen a prong.
- Store flat in the jewellery box it arrived in, away from harder pieces that may scratch it.
If something needs attention
Write to hello@gujewellery.com. Manufacturing concerns within the warranty period are inspected and repaired or replaced at no cost. Restoration for general wear is facilitated through the Atelier's craftsmen at a fair fee.
Returns & manufacturing warranty
Because every piece is made for one person, the terms of return are different from ordinary retail. Read this before ordering.
No returns on made-to-order pieces
GU does not offer returns, exchanges, or refunds on pieces that have been made to order — except where required by applicable law.
Manufacturing defects
If a piece arrives with a defect that arose from the making — a loose prong, a flaw in the metalwork — GU assesses each case individually and offers either a remake or a refund.
General wear, impact damage, dissatisfaction with a configurable choice made at the time of order, or third-party repairs do not constitute a manufacturing defect.
The six-month manufacturing warranty
From the date of delivery (the Reveal), every piece carries a six-month manufacturing warranty. Structural defects and craftsmanship failures are covered. General wear, impact damage, stone loss from force, and unauthorised third-party repairs are not. Repair by a jeweller outside the Atelier voids the warranty.
Payment & deposits
How payment works across the three lines.
All prices are in Singapore dollars unless otherwise stated. The price confirmed at the time of order is the price charged. Payment can be made via PayNOW or Paypal.
Bespoke commissions
A deposit is required to begin the work. The amount is confirmed during the inquiry and design process. Payment terms for the balance are communicated before the Making stage begins.
Seasonal & Evergreen
Full payment is taken at the time of order, through the website.
How card details are handled
Payment is processed by Paypal and other providers shown at checkout. Card details are handled directly by these processors and are never stored by GU.