Frequently asked questions
About our gemstones
Are the gemstones in Haloom jewellery real?
Yes, all gemstones used in Haloom jewellery are genuine. We source our gemstones from reliable suppliers, ensuring that every stone meets our standards for colour, clarity, and natural character.
Do your pieces come with a certificate of authenticity?
We don’t provide a certificate of authenticity, but we work exclusively with trusted suppliers to ensure that all our gemstones are genuine. You can be confident in the quality and authenticity of every piece.
Will the gemstone colours and shapes vary from what I see in the photos?
Yes, because gemstones are natural, their colours, shapes, and sizes can vary slightly from the picture. This is what makes each piece unique and personal to you.
Wearing and caring for your jewellery
How should I care for my Haloom jewellery?
To keep your jewellery looking its best, avoid exposing it to harsh chemicals, extreme temperatures, or long exposure to direct sunlight. Gently clean your pieces with a soft cloth and store them separately to prevent damage.
Is it safe to wear Haloom jewellery every day?
Yes! Our jewellery is designed to be worn regularly. However, it’s always best to remove your jewellery before sleeping or engaging in activities that may cause it to get damaged, like swimming or exercising.
Can I shower with my jewellery?
Our metals are fade-resistant, so they can withstand water exposure, but they last longer if you don't shower, swim, or do sports with them. We also recommend removing your jewellery before showering as soaps, shampoos, and lotions may affect the gemstones and cause a build-up of residue, reducing their natural energy and shine over time.
Customisation & personalisation
Can I customise my jewellery?
Absolutely! We love making your jewellery even more personal. Customisations are available for certain pieces for a small fee. If you have a unique idea in mind or want to make your piece truly one-of-a-kind, reach out to us on Instagram (preferred) or fill in the customisation form, and we’ll help bring your vision to life! Please note, customised pieces may be featured on our website at Haloom’s discretion.
Can I add a gift note to my order?
Of course! If you’re sending your jewellery as a gift, I’d be happy to add a personal note for you. Just leave me a note at checkout. I’ll make sure it’s added to your package! There is no charge for a gift note at the moment.
Ordering & delivery
Can I buy Haloom jewellery as a gift?
Absolutely. Gemstone jewellery makes a meaningful, personal gift—whether it’s for a birthday, anniversary, or just because. Each piece carries its own story and energy, so it’s not only beautiful, but also thoughtful. If you’re gifting someone special, we’re happy to add a personal note too—just let us know.
Can I change or cancel my order once it’s been placed?
I start working on orders as soon as they're placed, so changes or cancellations can be tricky once the process has begun.
However, if you realise there’s an issue or change you’d like to make, please reach out to me as soon as possible via Instagram or the contact page.
While I can’t always guarantee that changes can be made once the order is confirmed, I’ll do my best to accommodate you.
How long will it take for my order to arrive?
Once your order is shipped, delivery times are as follows:
- West Malaysia: Typically arrives within 1–3 business days after posting.
- East Malaysia: Usually arrives within 3–7 business days for delivery.
- International: Delivery can take up to 14 business days depending on your location.
You’ll receive a tracking number once your order is shipped, so you can monitor its progress.
Please note that delivery times may vary depending on the courier and any unforeseen delays, especially during busy periods. Thanks so much for your patience!
Issues & support
How do I contact you for customer support?
If you have any questions or need assistance, you can reach out to us through our contact page or via Instagram. Whether it’s a quick question or something more specific, we’ll get back to you as soon as possible and make sure you’re taken care of.
What should I do if my order is missing items or if I received the wrong items?
I’m really sorry if this happens!
While I try to ensure everything is perfect, mistakes can sometimes happen.
If your order is missing pieces or if you received the wrong items, please contact me through the contact page or Instagram as soon as possible. I’ll take care of it right away and make sure you get what you ordered.
I appreciate your patience, as I’m the only one running the shop and I’ll work hard to fix the issue for you!
What if I receive a damaged or defective item?
If you receive an item that’s damaged or defective, I’m truly sorry.
Please contact me through Instagram or the contact page with details about the issue, and I’ll make it right for you. I’ll work quickly to get a replacement sent out or a solution that works best for you.
Your satisfaction is my priority, and I’ll do everything I can to fix it!