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1. Confirm arrangements before payment
Before you pay, we will confirm whether delivery or collection is available for your item and address, the charges, estimated dispatch time and any special arrangements. Delivery estimates are not guaranteed dates unless we expressly agree otherwise.
Check your name, delivery address and phone number carefully. Tell us immediately if a correction is needed; changes after dispatch may be limited. If a change involves a justified rerouting or redelivery charge, we will explain it to you.
2. Valuable goods, insurance and collection
Delivery must be arranged through an agreed service that accepts your item and its value. Before dispatch, confirm the insurance available for your shipment, including its insured value, limits, exclusions and delivery requirements. Not every parcel is automatically fully insured. Do not request false descriptions, undervaluation or declarations as a sample/gift when inaccurate.
For collection, wait for confirmation that the accepted item is ready. Bring the requested proportionate identification and receipt/reference. A representative requires prior approval and evidence of authority. Inspect the goods and documents; collection does not waive remedies for hidden defects or misdescription. Do not instruct unattended delivery of valuable items without discussing the risks and authorised arrangements.
3. Loss, damage or delay
Report non-delivery, tampering, missing items or damage promptly. Keep available packaging, photographs and tracking information. Cooperate with a reasonable investigation; an unboxing video is helpful if available but is not an absolute condition for every legal remedy.
Goldfinch Jewelry will coordinate the relevant carrier/insurance enquiry and communicate next steps. Carrier or insurer limits do not by themselves remove the seller’s non-excludable obligations. A delivery signature does not automatically prove the correct undamaged goods were supplied. We will address the remedy required by applicable law rather than make all customer remedies depend indefinitely on an insurer’s decision.
4. International approval, taxes and charges
Contact customer service before paying for any overseas delivery. Acceptance depends on the product, destination, import/export restrictions, required checks, carrier capability and insurance arrangements. A displayed country option does not mean that route is approved.
Your quotation will state the currency, included Malaysian taxes and charges, freight and insurance where applicable, and whether destination import duty, VAT/GST or similar taxes, customs clearance and brokerage are included or payable separately. We will explain who is responsible for importing the goods and any required documents or licences. Applicable treatment depends on classification, purity, product form, origin and destination; gold, silver, copper and jewelry are not automatically treated alike. Bullion is not automatically tax-free; the treatment of your purchase depends on the applicable rules.
You may need advice from destination customs or a customs broker. We remain responsible for our own obligations as the seller or exporter. Customs determine applicable assessments; estimates are not a guarantee. Use accurate product descriptions and values.
5. Undeliverable and returned shipments
If a shipment cannot be delivered, contact customer service to agree a lawful resolution. Reasonable evidenced costs attributable to an incorrect customer address or failure to meet disclosed import requirements may be discussed, subject to the agreed terms and applicable law. This is not permission for arbitrary deductions or automatic forfeiture of the goods.
We will explain any proposed reshipment, alternative or refund calculation to you. Seller-caused errors and legally required remedies are handled separately. A change to an accepted international order requires agreement, not an undisclosed price or product substitution.