Frequently Asked Questions
If you have any questions that are not covered in this FAQ, please visit our Contact Page to reach us. Our team is happy to assist you.
Product
What materials do you use for your jewellery?
Our pieces are crafted from S925 sterling silver, a durable and hypoallergenic precious metal. Each piece is finished with a thick 1-micron 18k gold-plating or rhodium plating for enhanced brilliance and longevity. We also incorporate premium elements such as moissanite and Mother of Pearl to elevate our designs.
For more details on our materials, please visit Our Materials Page.
Is your jewellery hypoallergenic?
Yes! Our pieces are completely hypoallergenic and free from nickel, lead, and cadmium, common metals that can cause irritation. They are designed for comfortable, all-day wear, even for sensitive skin.
For more details, please visit our Hypoallergenic Page.
Can I shower with my jewellery?
Our pieces are coated with a protective layer to enhance their longevity. Showers with exposure to non-perfumed, mild soap and water are generally fine.
However, we recommend removing your jewellery before showering as a precaution, as body soap may contain perfumes, oils, or contaminants that could affect the coating’s integrity. Additionally, removing your jewellery helps prevent the stone settings in pieces with stones from being damaged.
For more details on jewellery care, please visit our Jewellery Care Page.
Can someone tell the difference between diamond and moissanite by sight?
No! The difference between diamond and moissanite is nearly impossible to detect by sight alone. Special equipment, typically found in gemological laboratories, is needed for accurate identification. Even a diamond pen test cannot distinguish between the two.
How do I ensure the necklace or bracelet is the right length for me?
Our necklaces and bracelets are designed with adjustable clasps, allowing you to customise the fit for most wrist sizes and preferred necklace lengths. Simply adjust the clasp to find your ideal fit.
Do you sell rings?
Not at the moment, but we’re always exploring new additions! Rings may be part of our future collections, so stay tuned for updates.
Pure Moments Insider
What is Pure Moments Insider?
Pure Moments Insider is a free membership programme where you can earn points which can be used to redeem exclusive vouchers and products.
For more details, please visit our Pure Moments Insider Page.
How do I join Pure Moments Insider?
You can join Pure Moments Insider simply by creating a free account here. If you already have an account, you are automatically enrolled and can start earning points.
How do I reset my password?
Click here to reset your password.
Where can I find my point balance?
After logging in, click on the Rewards button in the bottom left hand corner of the page. Your point balance will be displayed at the top of the rewards interface.
How do I earn points?
You can earn points for every purchase made, by following us on social media, and by adding your birthday.
How do I use my points?
After logging in, click on the Rewards button in the bottom left hand corner of the page. If you have enough points to redeem a reward, the best available option will be recommended to you. Simply click "Redeem" to use your points.
Alternatively, you can go to "Ways to redeem" to manually choose a reward and click "Redeem" to claim it.
When will my points expire?
To celebrate the launch of Pure Moments, points will not expire throughout 2025. Any future updates to the points expiration policy will be announced in advance.
Orders & Shipping
Do I need an account to place an order?
No, you can place an order without creating an account. However, we recommend signing up so you can earn points on your purchases, which can be redeemed for rewards like vouchers and products.
Where do you ship to?
Currently, Pure Moments ships exclusively to Singapore and Malaysia, but we are actively working on expanding to more countries worldwide.
What are the shipping fees?
Shipping is complimentary on all orders with no minimum spend.
How can I track my order?
Tracking your order is simple. Here’s how it works:
- Once your order is dispatched, a shipping confirmation email with your tracking number will be sent to the email provided.
- Click on the tracking number provided in the email or visit our Track Your Order page and enter the tracking number to see the delivery status.
Can I update or cancel my order?
We cannot guarantee that order updates or cancellations can be processed in time, but please reach out to our customer service team at contact@puremoments.shop, and we will do our best to assist you.
Why didn’t I receive a confirmation email for my order?
A confirmation email is sent upon successful payment. If you don’t see it in your inbox, please check your spam or junk folder. If you still can’t find it, feel free to reach out through any of the contact methods listed on our Contact Us Page.
When will my product be delivered?
During non-peak seasons, you can expect your product to be delivered within 4 business days in Singapore and within 8 business days to Malaysia.
During peak seasons, please allow for potential delays due to high order volumes and increased courier demand.
Returns & Exchanges
What should I do if I received a damaged or incorrect item?
If you receive a damaged or incorrect item, we offer a 1-to-1 exchange to make it right.
Email us at contact@puremoments.shop with your order ID and a clear photo of the defect or the wrong item you received within 7 days from date of delivery. We will get back within 2 to 3 business days on next steps.
What is your return policy?
Please refer to our Returns & Exchanges Page for our return policy. All returns have to be made within 30 days from date of delivery.
When will I receive my refund?
The entire monetary refund process may take up to 30 business days from when we receive the returned items to be processed and issued, depending on payment merchant and bank processing time.
Payments
What payment methods do you accept?
We currently accept Visa, Mastercard, America Express, UnionPay, Google Pay, Apple Pay, PayNow, GrabPay, ShopeePay, WeChat Pay, AliPay, FPX and DuitNow.
Will my discount code work during promotions?
Discount codes can still be applied during our sitewide promotions.
How do I apply discount code?
To apply a discount code, enter the code into the "Discount Code" input field on the checkout page and click "Apply".