Question 1

How do I know my ring size?

Accepted Answer

Our ring sizes follow the standard US size. You can measure the circumference of your finger using a tape measure and refer to the chart below to find out your US ring size.

Take note to measure only the finger that you intend to wear the ring on. Your finger size changes significantly throughout the day,  hence you could take measurements a few times to compare.

https://static.wixstatic.com/media/166516_c72dbe869d0f4ec99c0f814c89cb20a6~mv2.png

Question 2

How do I know my bracelet size?

Accepted Answer

Please refer to the measurements below.

https://static.wixstatic.com/media/166516_79fbf7f25d7344e0a2c85332ec66f01a~mv2.png

Question 3

How do I know my necklace size?

Accepted Answer

Please refer to the measurements below.

https://static.wixstatic.com/media/166516_87f97849497049609b45a280cc8f4501~mv2.png

Question 4

How do I earn points?

Accepted Answer

You earn 1 point for every SGD 1 spent on eligible purchases. Points are credited within 24-48 hours of your purchase.

Question 5

How do I care for my jewellery?

Accepted Answer

At Helene Quan, our jewellery is crafted from fine materials such as sterling silver, 9k, 14k, and 18k gold. With proper care, these pieces can retain their beauty and radiance for generations. Here are our essential guidelines for caring for your precious metal jewellery:

Basic Care Recommendations: 
 • Remove Jewellery During Activities: Avoid wearing jewellery while showering, swimming in chlorinated water, or bathing.
 • Avoid Direct Contact: Refrain from spraying perfume or applying body oils and cosmetics directly onto jewellery.
 • Protect from Chemicals: Household cleaners, bleach, and other chemicals can damage jewellery—keep pieces away from these substances.
 • Regular Checks: Periodically inspect your jewellery to ensure stones are secure.
 • Prevent Physical Damage: Handle your jewellery with care, avoiding physical shocks or extreme temperature exposure.

Storing Your Jewellery:
 • Separate Storage: Store each piece in a separate, fabric-lined box (like the Helene Quan jewellery box) to prevent scratching, especially with hard gemstones like diamonds.

Cleaning Your Jewellery: 
 • Avoid Paper Products: Do not clean precious metal jewellery with tissue or paper towels, as they may cause scratches.
 • No Harsh Cleaners: Avoid using silver cleaner on 18k gold vermeil jewellery, and do not soak jewellery or use harsh chemicals.

Specific Jewellery Care:
 • Gold & Platinum Jewellery: Store gold jewellery in a pouch to preserve its shine. Avoid exposure to bleach and cleaning products, which can cause discolouration and damage.
 • Gemstone & Pearl Jewellery: Handle with extra care. Avoid extreme temperatures, direct contact with perfumes or cosmetics, and household chemicals.
 • Sterling Silver & 18k Gold Vermeil Jewellery: Sterling silver and 18k gold vermeil is prone to tarnishing when exposed to salt air, humidity, or certain chemicals. Store in a clean, fabric-lined box, or a Helene Quan jewellery bag, and consider wearing jewellery daily to minimise tarnishing.

By following these gentle care practices, your Helene Quan jewellery can continue to shine brightly, embodying the elegance and craftsmanship that defines our pieces.

Question 6

How do I purchase a product from the HQ Online Store?

Accepted Answer

Shopping with us is designed to be an effortless and enjoyable experience, crafted with care for every detail.
1. Select Your Product
Begin on the product page, where you may select your preferred size and color (if options are available). Once chosen, simply add the item to your shopping bag.
2. Review Your Selections
When your shopping bag holds all that you desire, proceed to checkout. You may log in if you already have an account, or create one to stay connected with future collections and events. However, you are also welcome to complete your purchase as a guest.
3. Complete Your Information
At checkout, provide the necessary details, including your personal information and delivery address. Review and accept our Terms of Sale, select your preferred shipping option, and verify the details of your order.
4. Confirm & Pay
Choose your payment method and submit your order. Once your payment is authorized, you’ll receive an email confirming that we have received and are preparing your order with utmost care.
5. Track Your Order
As soon as your order is on its way, you’ll receive an email with your order details, an electronic invoice upon request, and a link to track your delivery as it makes its journey to you.

Before making a purchase, we invite you to take a moment to review our delivery options, shipping policies, and the list of countries to which we currently ship.

Question 7

What is the difference between in-stock and made-to-order/pre-order items?

Accepted Answer

In-stock items are available for immediate dispatch and will typically be shipped within 2-3 business days.

Made-to-order/pre-order items, on the other hand, require about 2-3 weeks for production, as they are crafted just for you. For these items, you will be charged at the time of purchase. Once your item is ready, we will notify you and arrange for it to be shipped to your address.

Question 8

Do I need an account to place an order?

Accepted Answer

You don’t need an account to place an order; you can shop as a guest. However, creating an account with us allows you to manage your account details, view your order history, track orders, save addresses for faster checkout, and enjoy additional member benefits.

Question 9

What forms of payment do you accept?

Accepted Answer

We accept all major credit card payment modes, VISA and Mastercard. 
For Singapore only, Paynow is also applicable.

Question 10

How do I get a refund or exchange?

Accepted Answer

Please take the time to carefully consider your purchase or reach out to us for more details before making a decision. This approach supports our commitment to sustainability and ensures your purchase is cherished and lasting. Each piece of jewellery is crafted to accompany you through different moments, places, and memories, becoming a part of your life’s story. At Helene Quan, all sales are final. We do not accept returns or exchanges, except for items found to be in flawed or damaged condition.

Returns and exchanges are permitted only for items in flawed or damaged condition within 7 days of delivery.
To qualify for a return, your item must have been purchased from our website, be in its original, unworn condition, with tags attached, and in its original packaging.
To initiate a return, please contact us at contact@helenequan.com and provide the following details:
 • Order number
 • Receipt or proof of purchase
 • Clear photos/videos of the item and defects
If your return request is accepted, we will provide a return shipping label along with instructions for sending your package. Items sent back without prior approval will not be accepted.

Refund Process Once your return is received and inspected, we will notify you via email to confirm the refund approval. Approved refunds will be processed to the original payment method. Please note that your bank or credit card company may take some time to post the refund. We reserve the right to withhold the refund until the item is received and inspected.

Exceptions / Non-returnable Items
Custom orders, limited edition items, personalized pieces, gift cards, and sale items are non-returnable. If you have questions about a specific item, please feel free to contact us.

Question 11

Will my personal information be kept private?

Accepted Answer

We will maintain your personal information in accordance with the applicable Privacy Policy posted on the Site and will maintain reasonable procedures to protect the security of your personal information from unauthorized access, use or disclosure. For further details please read our full Privacy Policy here.(https://www.helenequan.com/privacy-policy)

Question 12

What are your delivery options and rates?

Accepted Answer

1.Shipping Options
 • Local Shipping (Singapore): Complimentary shipping on all orders. Delivery takes 2-5 business days, excluding weekends and public holidays. We will contact you via WhatsApp to confirm your delivery date within Singapore.
 • International Shipping: Door-to-door delivery provided by DHL.
    • Complimentary Shipping: Available on orders over S$500.
    • Standard Rate: A flat fee of S$30 applies to orders under S$500.
    • Delivery Time: Typically 3-7 business days from the shipping date. You will receive a tracking number once your order is shipped from Singapore.
International Destinations: We currently ship to the following countries:
 • United States of America
 • Australia
 • Hong Kong
 • Indonesia

If your country is not listed, please reach out to us at contact@helenequan.com ()to inquire about shipping options. We assess other locations on a case-by-case basis and are actively working to expand our shipping coverage.

2. International Duties & Taxes
 • Customs Fees and Taxes: International shipping fees exclude customs, import duties, and taxes. These fees are assessed by the destination country and are the responsibility of the recipient.
 • Displayed Prices: Prices on our website are exclusive of taxes. Applicable sales tax and customs duties (if any) will be calculated at checkout based on the total merchandise value and shipping costs.
 • Refund Eligibility: International orders that are refused or unclaimed are not eligible for a refund. We recommend consulting your local customs office for information on applicable duties and taxes.

3. General Delivery Information
 • Delivery Exceptions: We cannot deliver to PO Box numbers, mail-forwarding addresses, or temporary residences to ensure safe and secure delivery.
 • Weekend & Holiday Deliveries: Our couriers do not deliver on weekends or public holidays.
Your order will be shipped once payment and delivery details are fully confirmed. All delivery charges will be shown at checkout after entering your shipping address. Any specified delivery date or time is an estimate, and we are not liable for any loss or delay that may occur during the delivery process.

For any inquiries or special requests, please contact us at contact@helenequan.com.()
Note: For made-to-order/pre-order items, you will be charged at the time of purchase. Once production is complete, we will ship the item to you as soon as it’s available.

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Heart
Seed
Spring in Rome
Galaxy
Island Escape

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CATEGORY
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Earrings
Necklaces & Pendants
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GEMSTONE
Diamond
Blue Sapphire
Ruby
Emerald

CURATED SELECTION
Daily Jewellery
Travel Companions
Celebration Moments
Couple's Jewellery
Daily Diamonds

NEW STOCKIST
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HELENE QUAN JEWELLERY
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HIGHLIGHTS New In Daily Diamonds At The Oscars Editor's Pick

COLLECTION La Botanique Heart Seed Spring in Rome Galaxy Island Escape EXCLUSIVE DESIGNS

CATEGORY Rings Earrings Necklaces & Pendants Bracelets Discover All Jewellery

GEMSTONE Diamond Blue Sapphire Ruby Emerald

CURATED SELECTION Daily Jewellery Travel Companions Celebration Moments Couple's Jewellery Daily Diamonds

NEW STOCKIST IN PARIS

HELENE QUAN JEWELLERY AT THE OSCARS

COLLABORATION

HI, NEW YORK.

READ ALL THE STORIES

COMING SOON

We are currently upgrading our site and will be releasing our new look very soon!

Subscribe to our newsletter

Subscribe to our newsletter

HIGHLIGHTS
New In
Daily Diamonds
At The Oscars
Editor's Pick

COLLECTION
La Botanique
Heart
Seed
Spring in Rome
Galaxy
Island Escape

EXCLUSIVE DESIGNS

CATEGORY
Rings
Earrings
Necklaces & Pendants
Bracelets
Discover All Jewellery

GEMSTONE
Diamond
Blue Sapphire
Ruby
Emerald

CURATED SELECTION
Daily Jewellery
Travel Companions
Celebration Moments
Couple's Jewellery
Daily Diamonds

NEW STOCKIST
IN PARIS

HELENE QUAN JEWELLERY
AT THE OSCARS