Frequently Asked Questions

Delivery timeframes include the packing of your order upon confirmation.

Yes. Order before 4pm and you will be able to receive your order the next day.

Delivery times will be Monday to Saturday. There will be no deliveries on Sunday and Public Holidays

We don't deliver to P.O. boxes, army camps, hotels, and most of the islands in Singapore because your delivery requires a signature upon receipt.

If you have missed your delivery, please arrange for a re-delivery with J&T Express on their website by keying in your tracking number.

You may log in to your account on our website, click on Account Summary to check the status of your order. Once your order is shipped, the tracking number will be sent to you via email, and will also be displayed on your Account Summary page. You may use the tracking number to track the delivery status of your parcel on our respective delivery partners' websites.

You can track the delivery status using the parcel tracking number that is sent in your email, after your order has been shipped.

Simply log on to J&T website and key in the parcel tracking number. Note that this is only applicable for deliveries within Singapore.

Once you have submitted your order, you will NOT be able to amend your delivery information. Fret not, drop us a message here and we'll do whatever we can to help!

Yes! Select your preferred store under the Collect in Store option during check out.

You can return your order to us for Store Credit within 30 days from the date your order is received/collected.

Drop it off in store - Free

Via Home Collection - TBA/return

Simply pack your item(s) and a completed return form together in a parcel. All returned items should be sent in their original condition and packaging, including tags.

All earrings and hair accessories are not eligible for returns due to hygiene reasons.

Sale or discounted items are not eligible for returns unless specifically mentioned. Orders made with promo codes are returnable unless stated otherwise in the promo code terms and conditions.

Shipping costs from online purchases and click and collect are non-refundable.

You may be asked to provide personal details for returns or exchanges for verification purposes.

After your returns have been confirmed, you'll be issued Store Credit equivalent to the purchase price of each returned item. We do not provide cash refunds for any return orders and delivery fees, if any, would not be refunded.

Your return will be processed within 14 business days from the date that we have received the item. Please ensure you have signed up for a membership account with us in order to receive the store 4credit. The store credit will be valid online and in-stores, for a period of 12 months from the date of issue.

If you are entitled to a refund but you would prefer to exchange the item or receive a Kaleido gift card of equivalent value to the item, we are happy to exchange or give you a gift card. 

All sale or discounted items cannot be returned or exchanged, unless specifically stated.

Orders made with promo codes are returnable unless stated otherwise in the promo code terms and conditions. You may find out more about ongoing promotions' terms & conditions here.

If your order is eligible for returns, the total amount that you've paid will be returned to your Store Credit account.

Items purchased online or in our stores can be exchanged for other products within 30 days from the date of purchase. Items must be unworn, unwashed and in their original packaging.

All sale or discounted items cannot be returned or exchanged, unless specifically stated. Items can be exchanged once and the exchange is final. If the replacement item is of a lower value, you may use the excess value on another item. Please note that any excess value cannot be refunded. If the replacement item is of a higher value, you will have to cover the difference. We reserve the right to reject item/s that do not fulfil the conditions above.

Exchanges can only be made at our stores. If you are unable to visit our stores, please opt for a return by mail instead. You will be refunded in the form of store credit, which can then be used to purchase another item.

Exchanges at our stores

Kindly bring along the item/s to be exchanged, together with your order receipt. Our sales personnel will be able to assist you. Your order receipt can be retrieved by logging into your account on our website.

Yes, items purchased with store credit are eligible for return or exchange as long as they meet the conditions for return or exchange.

All sale or discounted items cannot be returned or exchanged, unless specifically stated.

You will receive an email from us once we have received the parcel. We will then process the return and disburse the store credit into your account within 14 business days. Please drop us an email at hello@kaleido.sg with your Order ID and return parcel tracking number (if any) if you have not heard from us 14 business days after the date we were expected to receive the parcel.

We are very sorry you have received a defective item. Please write to us at hello@kaleido.sg immediately and we will do our best to assist you soonest possible.

We accept payment via Visa, Mastercard, American Express, PayPal, Grabpay, Shopback and Atome. Take your pick!

Yes, if you had made the purchase with vouchers, you will still be able to accumulate the spending!

We're here to help! Please take a screenshot of the error message (if any) and reach out to us here

You'll receive Store Credit in your Club Kaleido account for returning an order within 14 business days from when we receive your order.

1. Store Credit expires after 12 months, are non-transferable and non-refundable.
2. Gift Cards that have been deposited to a Club Kaleido Account for Store Credit cannot be reversed or retrieved back as a Gift Card.
3. Store Credit in your Club Kaleido account can only be accumulated and used on www.kaleido.sg and at our Retail stores in Singapore.

Store Credit will be issued for eligible returns and expires after 12 months. Your Store Credit can be used as a payment method for online orders or purchases in-store.

You can also deposit existing Gift Card into your account to get Store Credit.

Use Online

1. Checkout as per normal
2. On Checkout - Payment Page, select the credit button
3. Enter credit usage, remaining store credit stays in your account

Use In-Store

1. Inform the cashier that you'd like to utilise your Store Credit

Store Credit in Singapore Dollar (S$) can only be used on our website (www.kaleido.sg) and at our Retail stores within Singapore.

Store credit expires 12 months after it is issued. When you make a purchase with us, either in-store or online, your oldest unused credit will be applied first, followed by the more recently issued unused credit. This will help minimise the chances of your credit expiring before you can use it.

All of our jewellery pieces are made of quality brass and plated with genuine Gold (14k or 18k)/Rose Gold/Rhodium for colour. Our products are all fortified with extra plating for longevity.

However, to keep your jewels shining longer, we advise you not to wear your jewellery while showering or when using cleaning products, lotions or perfumes. Our products are still plated jewellery and eventually, these chemicals can cause tarnishing or affect the coating’s integrity over time.

You can keep your jewellery in the best condition by following these simple steps:

Avoid contact with perfume, lotion and other chemicals

Wipe down with a dry cloth

Store in a cool and dry place

All our jewellery are hypoallergenic and nickel safe.

However, if you have really sensitive ears, check out our range of jewellery made specially for sensitive ears!

If you can’t find the product you want online, you can contact the nearest store to check stock levels. You can find our retail stores here!

Retail Store Exchange

For retail store purchases, you're more than welcome to make an exchange within 30 days at any of our stores (no matter which outlet you purchased from!) with a valid receipt or order number for your purchase.

Only products in its original condition with the product tags still intact will be valid for exchanges.

You may exchange to another item:

Exchange to lower value item - No refunds or reimbursements will be made.

Exchange to higher value item - A top-up is required.

Only the discounted value of the item paid will be exchanged.

Exclusions

Sale or discounted items are not eligible for returns unless specifically mentioned.

All earrings and hair accessories are not eligible for return due to hygiene reasons.

Refunds

All sales/exchanges are final. We do not provide refunds for store purchases.

We're incredibly sorry about your defective purchase!

Please give us a chance to fix this - head on over to any of our outlets within 30 days from the date of purchase along with your receipt and one of our retail staff will help you with a replacement.

Club Kaleido is a loyalty rewards program that allows you to earn points, redeem exciting rewards and enjoy special perks and experiences. Signing up is free and membership is for a lifetime!

You can earn points by spending with us. Earn 1 point for every S$1 spent online or in-stores. Note: Points earned are based on your final purchase amount after subtracting any discounts applied. The purchase amount also excludes shipping fees. The purchase amount paid via Gift Cards and Store Credits will not earn points as well.

Points will expire at the end of the month after a 12-month period.

The above applies to all Club Kaleido members, no matter what membership tier you’re currently at.

There are 2 ways to sign up for a Club Kaleido account.

Kaleido Website

Click on the ‘Person’ Icon at the upper right corner of our website. A sign-up modal will appear.

Click ‘Sign Up’.

Register with your email address.

Fill out the details needed and click on 'Create Account'.

Click on the ‘Person’ Icon again and you should see your profile name updated, as well as other menu functions available to Kaleido members.

Kaleido Stores

Please approach one of our friendly retail staff and they'll be happy to help sign you up. Or, you can scan the QR codes in-stores to sign up.

There are three different tiers for Club Kaleido : Platinum, Gold and Silver.

To become:

Silver: Simply sign up for a Club Kaleido account, no spends are required

Gold: Spend an accumulated amount of S$200 in your tier cycle

Platinum: Spend an accumulated amount of S$600 in your tier cycle

Examples:

I joined on 1 Jun 2022 as a silver member and made a purchase of $50 on 1 Jun 2022.

I made another purchase of $150 on 3 Aug 2022 and have accumulated $200 spends within 12 months from my signup date (1 Jun 2022)

Hence, I am upgraded to Gold on 3 Aug 2022, with my tier expiry date updated to 2 Aug 2023 (12 months or 365 days later)

Your tier cycle starts when you join the loyalty program and goes on for 12 months unless your current tier is upgraded. If upgraded, the new tier cycle will get extended for 12 months, ending after 12 months from the date of upgrade.

E.g. I joined the loyalty program on 1 Jan 2023 and got upgraded to Gold on 20 Apr 2023.

Original tier cycle: 1 Jan 2023 to 31 Dec 2023 (12 months or 365 days)

New tier cycle after upgrade: 20 Apr 2023 to 19 Apr 2024 (12 months or 365 days; assuming no further tier upgrades in this period)

Not to worry, you’ll still get to enjoy the benefits of your new tier. As a Silver or Gold member, you still get to enjoy many benefits.

The good news is that you will not lose any of your points. As soon as you’ve met the minimum spend required to reach the next tier, you’ll be upgraded again! Find out how much you need to spend to reach the next tier by:

Visiting the My Account page or

Clicking on the ‘Person’ icon on upper right corner of our website > ‘My Account’