Frequently Asked Questions
01

Orders & Shipping

Where do you ship from?

All Cherub Stories orders are shipped from Kuala Lumpur, Malaysia.
Do you ship internationally?

Yes, we ship to most international destinations. If your country isn’t available at checkout, please reach out to us at enquiry.cherub@gmail.com for assistance.
How long will my order take to arrive?

Malaysia: 3-5 business days
Singapore: 5-7 business days

All other international destinations: 8-15 days

Delivery times may vary and are provided as an estimate only. You can find more details on our Shipping page. For the best experience, please ensure your home or office address, email, and mobile number are accurate, and that someone is available to receive your parcel. While we do our best to ship promptly, delays due to customs, local duties, taxes, or issues in transit are unfortunately beyond our control.
How can I track my order?

Once your order is shipped, you’ll receive a tracking link via email.
Can I change my shipping address after placing an order?

Yes, if the order has not been shipped yet.
Please contact us immediately at enquiry.cherub@gmail.com.
02

Payments

What payment methods do you accept?

We accept major credit/debit cards, FPX,  and Touch ‘n Go eWallet.
Are my payments secure?

Yes. All payments are processed through secure, encrypted payment gateways.
Do you offer Buy Now, Pay Later?

Coming soon. We are working on integrating PayLater options for selected regions.
03

Jewellery Materials & Care

What materials do you use?

Our pieces are crafted from stainless steel, 925 sterling silver, and high-quality gold plating and rhodium plating.

Is your jewellery hypoallergenic?

Our pieces are crafted from hypoallergenic materials and designed for daily wear. However, everyone’s skin is different — this does not guarantee that allergies will never occur.
Will the jewellery tarnish?

Our jewellery won’t rust or tarnish, and with proper care, it lasts beautifully. Avoid perfumes, lotions, and harsh chemicals. Although designed to be water-resistant, gold plating may gently fade over time, revealing the natural colour of the 925 sterling silver or stainless-steel base.
How do I clean my jewellery?

Use a gentle jewellery cloth. Avoid alcohol-based cleaners on plated pieces.
04

Returns, Refunds & Exchanges

What is your return policy?

Returns and exchanges are accepted within 7 days for unworn items in their original packaging, with tags intact. Please note that only selected products are eligible for return — kindly refer to our Return Policy for full details.
What items are non-refundable?

Earrings, final sale items, and customised products cannot be returned for hygiene and customisation reasons.
How do I start a return?

Email us at enquiry.cherub@gmail.com with your order number.
05

Gifting

Do you offer gift wrapping?

Yes! All items come in Cherub Stories packaging with a velvet pouch.

Can I ship a gift directly to someone?

Yes. Add their shipping address at checkout and leave us a gift note.
06

Orders & Customisation

Can I cancel my order?

Once an order has been placed, we’re unable to cancel it.
Can I customise my own charm bracelet?

Yes. You may pair any charm with our charm‑friendly chains.
How do I reach customer service?

Email: enquiry.cherub@gmail.com
Instagram: @cherub.stories
Our team aims to get back to you within 2–3 business days.