FAQ

PAYMENTS

How do I pay for my order? 

We gladly accept all major credit and debit cards (Visa, MasterCard, American Express, etc.) or PayPal. If you have a preferred method of payment that we do not offer, please write to us at service@realyou.my. 

What should I do if my payment doesn’t go through? 

We’re sorry for the trouble! Please make sure your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having the same issue, drop us a message and we’ll do our best to help. 

How do I apply my discount code? 

You can use your discount code at the checkout page. Simply enter your code and click ‘Apply’. Remember #warreal, you can only use one discount code in one transaction.

SHIPPING

Do you ship worldwide? 

Yes, we ship from beautiful Malaysia to worldwide. Please note that some international shipments may be liable for additional customs fees and taxes. Subject to local clearance procedures. 

How much does shipping cost? 

Local shipments and shipments to Singapore are free for all orders above MYR 150. For orders below MYR 150, local shipments will have MYR 10 shipping charge, For international orders, please visit our Shipping page for more detailed information. 

Will I have to pay for international taxes and duties?

Sales tax charges are based upon the state where your order is being shipped. REALYOU is unable to control these costs and is not responsible for any duties/taxes applied to your package. Therefore, International Customers will be responsible for any and all customs fees, taxes or duties charges if applicable. Please contact your local customs office for further information as VAT rates are set by the country to which the order is shipping. 

How long does shipping take?

Your order will arrive approximately 2-3 working days from the date of purchase. We can only process and ship orders from Monday to Friday, excluding weekends and public holidays. Please allow up to 48 hours for your order to ship. Once your order is ready to ship out, you will receive an email notification with all of your tracking and shipping information. Note that there can be the occasional customs clearance processes and inspections or shipment delay which may affect your delivery time frame from time to time. Want your order fast? Contact our customer service for Same Day Delivery.

How do I track my order? 

You will receive a shipping confirmation including tracking number within 24 hours of your order placement. Please allow 48 hours for tracking information to update once you receive a tracking number.

What is pre-order and how does it work? 

It’s not here yet, but it’s worth the wait. Pre-order jewellery are the bestsellers being restocked (yay!). These special jewellery pieces can be purchased in advance to ensure you get them first. Please contact us with your request. 

Can I cancel my order? 

All shipped orders cannot be cancelled. If you wish to cancel your order, contact our customer service at service@realyou.my as soon as possible and we will do our best to do as much as we can. However, we offer no guarantee that your order will be canceled. So sorry for any inconvenience this may cause. 

I entered the wrong shipping address. How can I change it? 

Please contact us at service@realyou.my with the correct details immediately. Unfortunately, if your order has already been shipped, we are unable to change the address because it is on its way to you. In this case, we advise you to contact your local delivery service to redirect your mail or to collect your parcel. 

What happens if my parcel (s) fail to be delivered or picked up?

Oh my! Please ensure that the recipient’s name, shipping address, and contact number are accurate for deliveries. As the recipient, you will be responsible for any costs incurred for parcels returned to our warehouse due to attempted deliveries or failure to retrieve parcels from the courier services. Standard shipping fees will be incurred for all parcels resent from our warehouse. 

How will my jewellery be packed?

Your jewellery will be packed with love, care, and the green planet in mind. Every order is carefully inspected and wrapped with our signature REALYOU packaging and pouch. Keep in mind that your receipt will be sent via email and not within the parcel.

What if the jewellery I bought is for gifting? 

For purchase meant for gifting, we will deliver directly to her/his doorstep when you key in the recipient’s address during the checkout process. Not to worry, there will be no receipts or pricing that will be enclosed in the parcel because we know how important it is to have an unforgettable gifting experience. Who doesn’t like a surprise? 

Do you offer gift wrapping? 

Absolutely! We’d be super happy to be able to make someone’s day. We provide gift wrapping upon request. Your order will arrive beautifully wrapped in our signature REALYOU red box, sealed with a satin ribbon and topped with a gift tag. Let us gift wrap it for you - it’s complimentary ;) 

EXCHANGES

Can I exchange my jewellery? 

Yes, we will gladly accept exchanges (excluding earrings for hygiene purposes) within 30 days of receiving your package. Exchanges are only valid for faulty jewellery, one time per receipt. Goods sold are not refundable. Please retain the receipt as proof of purchase. 

Can I exchange my customised or engraved jewellery? 

Unfortunately, customised jewellery or engraved jewellery and sales goods are all non-refundable and non-exchangeable.

How do I return my jewellery? 

It’s easy! Within 30 days of receiving your jewellery, send us an email saying you’d like an exchange. Then, our customer service team will send you step-by-step instructions for returning your jewellery. However, customers will be responsible for the shipping fees for returns. 

When will I get my exchange? 

Once we receive your package, it may take 3-5 working days to process. You will receive a shipping confirmation email once your exchange jewellery is shipped. If it has been more than seven (7) days since your return package was delivered to us, please contact us at service@realyou.my with your return tracking number so we can look into your return/exchange. 

What do I do if I receive damaged or defective items? 

We want you to be happy with your REALYOU experience. While it is rare, jewellery may possibly be received in a damaged or defective condition due to shipment mishandling. Claims for defective, damaged or an incomplete jewellery order must be made within 30 days of receiving your order by contacting our customer service. 

WARRANTY

Is there a warranty?

REALYOU should meet or exceed your expectations. However, our jewellery is all handmade so there will be a possibility that you receive faulty goods. We offer a thirty (30) days Limited Warranty on all jewellery and would be happy to repair any damages within this period. Our warranty does not cover general wear and tear or lost stones due to improper handling. We are also unable to return any items once they have been altered by a third party jeweller. 

What do you not cover in the warranty?

We do not cover damage resulting from improper handling, lack of care, accidents, inappropriate use, modification, attempted repair or failure to follow the advice provided in the Jewellery Care, normal wear and tear or aging. 

My jewellery broke within the warranty. Do you provide any repair services?

We guarantee your jewellery to be free of manufacturing defects such as clasp breakage, missing stones, loose diamonds or loose prongs. Manufacturing defects do not include general wear and tear, scratching, stretched chains/rings, lost jewellery, or jewellery damaged due to improper cleaning or storage. We provide free stone settler services if you can provide the fallen stones or we have the additional stones in between thirty (30) days after delivered. If not, fees might be charged based on the material. To get the repair process started, please send over a photo of the repair and order number to service@realyou.my. 

JEWELLERY

Where is my jewellery made?

All REALYOU jewellery is made by artisans in Hong Kong. 

What materials do you use to craft your jewellery?

Our stones are made of the highest grade diamond simulants, cut and polished by our master craftsmen the same way as a natural diamond for that same level of brilliance. All our demi-fine jewellery are made of gold vermeil plated with 18K Gold. Every jewellery at REALYOU goes through vigorous quality checks and are safe to wear. Find out more about our material here.

What if I need the jewellery to be in Solid Gold?

Don’t worry about that! We can definitely make your jewellery into your preferred material. Please send us an email to service@realyou.my about your requirements. We will give a custom quotation based on design

How do I find out my ring size?

You may refer to our ring size guide to find the perfect ring size. 

What if I have ordered the wrong size? 

Please send an email to service@realyou.my with the order number and jewellery that you have ordered the wrong size for. If we have the size you need in stock, we will send it out as soon as we receive the first piece back. Otherwise, we can place an order and inform you of the expected delivery date. Please note that there is a handling fee of MYR 10 to send out another size.