Frequently Asked Questions

Does adding an item to my cart reserve it or confirm a purchase?

No. Sign in or create an account to use the cart, then send your selection to customer service as an enquiry. Adding an item to your cart, saving an enquiry or preparing a WhatsApp message does not reserve stock, take payment or confirm a purchase.

When bullion is selected, the cart holds its displayed prices for five minutes from the server snapshot. An enquiry recorded while that snapshot is valid starts a separate ten-minute bullion price hold. Neither hold reserves the item.

When is my purchase confirmed?

Your purchase is confirmed once your payment has been verified, all necessary checks have been completed, and our authorised customer service team has sent written acceptance together with your receipt or order confirmation. A payment acknowledgement alone does not confirm that your purchase has been accepted. Please read the payment and acceptance policy before paying.

Can the price change before my purchase is confirmed?

Yes, outside a valid bullion price hold. Selecting bullion in the cart creates a five-minute server price snapshot; after expiry the cart refreshes prices for your review. Confirming a valid snapshot records an enquiry and holds those bullion prices for ten minutes from the server-recorded time. Direct product enquiries start the ten-minute hold when recorded. After that, Goldfinch Jewelry may re-quote for your agreement. These holds do not reserve stock or confirm a purchase. An accepted fixed-price sale is not repriced for market movement.

When do I need to make payment?

Pay by the exact deadline customer service gives you in writing, using Malaysia time. The ten-minute recorded-enquiry bullion price hold is separate from that payment deadline. If the hold expires before acceptance, Goldfinch Jewelry may re-quote for your agreement. Ask for a written extension if you need more time; do not assume one is granted.

What happens if I pay after the deadline or the item is unavailable?

A late payment does not automatically reinstate an expired quotation. We may offer revised terms for your agreement, or decline the transaction and refund the payment. If we decline a transaction that has not been accepted, we will refund the amount received without a Goldfinch Jewelry cancellation deduction, subject to lawful restrictions. We will not substitute another product without your agreement.

Is a bank transfer screenshot enough to confirm payment?

Not by itself. Our customer service team checks that the funds have reached the designated account and matches the payment to your quotation. If your payment reaches our designated account on time, it will not be treated as late simply because we verify it later. Never share banking passwords or OTPs.

Can I return or exchange jewelry?

We do not accept returns, refunds or exchanges simply because you change your mind after purchase, even if the jewelry is unused. This does not limit remedies required by law for defective, incorrect or misdescribed goods, or any more favourable terms already agreed for your purchase. Read the jewelry purchase and after-sales policy and contact customer service if there is a problem.

What if a replacement has a different weight or price?

If a replacement is due under applicable law or has been expressly agreed, we first agree on any different item and price adjustment with you. Purity, weight, workmanship, stones and disclosed charges can affect the price. This is not a general change-of-mind exchange service. We will not substitute goods or require a price adjustment that reduces a remedy legally due. See the purchase and after-sales policy.

Can I return or cancel a bullion purchase?

We do not accept change-of-mind returns, refunds or exchanges for bullion. An unpaid enquiry does not trigger a cancellation fee. If you wish to cancel an accepted sale before dispatch or collection, contact customer service for review; a refund is not automatic. Applicable legal remedies remain protected. These terms do not set a standard percentage cancellation fee or market-loss deduction. See bullion terms.

Expiry of an unpaid five-minute cart snapshot or ten-minute recorded-enquiry price hold does not itself incur a cancellation charge. After the latter expires, Goldfinch Jewelry may re-quote for your agreement.

What should I do if my item is damaged, incorrect or has a purity issue?

Please contact customer service promptly with any available evidence, and keep the relevant packaging and documents. Do not alter the item while we investigate the issue. These are not ordinary change-of-mind cases. Missing an unboxing video or discovering a hidden defect later does not automatically remove applicable legal rights.

What is the difference between buyback and trade-in?

Buyback means selling your item to us for cash. Trade-in means selling your item to us and using its agreed value towards the purchase of a new item from us.

Buyback and trade-in rates are different. The applicable rate and item value are subject to eligibility, inspection and the quotation agreed with you. Please confirm whether you want a buyback or trade-in so we can explain the applicable rate, valuation and any balance payable for your new purchase before you proceed.

Neither is a refund of your original purchase, and the original purchase price is not guaranteed.

Why do I need to provide my IC or passport details?

We may need your IC or passport details to verify your identity, carry out necessary fraud checks, or meet requirements that apply to your transaction, including relevant invoicing requirements. The information needed depends on the transaction; this does not mean that every enquiry requires an identity document.

We will explain why the details are needed and what information is required. Providing identity details does not give permission for optional marketing. A receipt is not automatically a validated e-Invoice. Please read our identity verification and e-Invoice notice for more information.

Why do you collect my date of birth?

A date of birth showing age 18 or above is required for a new website account. It is separate from optional birthday offers. Birthday marketing requires its own choice and a selected promotional channel in your Profile. You can withdraw promotional permission without closing the account. A self-declared date does not replace purchase identity checks.

Do you ship overseas and is bullion tax-free?

Ask customer service before paying. Each product/destination needs approval and an itemised quotation. Taxes, duties, permits, freight and insurance vary; bullion is not universally tax-free. Never request an inaccurate customs value. See the international delivery policy.

Are all shipments insured?

Not automatically. Before dispatch, ask us to confirm the insurance available for your shipment, including the insured value, exclusions and delivery requirements. Carrier limits do not automatically remove the seller’s legal responsibilities.

Where can I ask about privacy or make a complaint?

Use info@goldfinchjewelry.com or +60 11-5894 5358, giving the relevant reference and requested outcome. Do not include payment secrets or unnecessary identity images. Read the privacy notice. You retain applicable regulator, tribunal and court options.