服务条款

Plain-language terms for buying from victoriaenso.com. They are written to be read, not skimmed; if anything is unclear, ask us before you order.

1. Who we are

victoriaenso.com is operated by VictoriaEnso Pte. Ltd. (UEN available on request), 10 Anson Road #22-02 International Plaza, Singapore 079903, trading as Victoria Ensō. Our shop is at Jewel Changi Airport, #B1-241, 78 Airport Boulevard, Singapore 819666. You can reach us at irina.turrell@victoriaenso.com or on WhatsApp at +65 8712 1452.

These terms apply to every order placed through this website. By placing an order you agree to them. They do not affect any rights you have under Singapore consumer law that cannot be excluded.

2. Our pieces

Every piece is made by hand around natural stone. Colour, pattern, inclusions and small variations in size are characteristics of natural stone, not defects, and no two pieces are identical. Product photographs are as accurate as we can make them, but screens differ and the piece you receive may vary slightly from the image.

Where a product page states a stone's origin, meaning or traditional use, this is offered as information and tradition. We make no medical or therapeutic claims.

3. Placing an order

An order is an offer to buy. We accept it when we send you a shipping confirmation (or, for collection, a ready-for-collection email); only then is a contract formed. We may decline an order — for example if a piece has sold in the shop before the order reached us, if a price was shown in error, or if we cannot verify payment — and we will tell you promptly and refund anything you have paid.

Pieces are sold in retail quantities for personal use. Please check your order details before you confirm; you can correct them at any point before paying.

4. Prices and payment

Prices are in Singapore dollars and include GST where it applies. If you view the site in another currency, the amount shown is an estimate at the day's rate; your card is charged in the currency shown at checkout. Delivery charges, where they apply, are shown before you pay.

Payment is taken in full at checkout by the methods offered there. We use Shopify's secure checkout and do not see or store your card details.

If we discover a clear pricing error after you order, we will contact you before dispatch and you may cancel for a full refund.

5. Delivery and collection

Delivery within Singapore is complimentary by tracked courier and usually takes one to three working days from dispatch. International delivery is by tracked courier at the cost shown at checkout and usually takes five to ten working days. Import duties, taxes or customs charges levied by the destination country are not included and are paid by the recipient.

Pieces in stock are dispatched within one working day. Pieces made or sized to order take longer; we will tell you how long before you commit. You may also collect from the shop; we will email you when the piece is ready.

Risk in a piece passes to you when it is delivered to the address you gave us, or when you collect it. Ownership passes when we receive payment in full. Delivery dates are estimates; we are not responsible for delays caused by couriers, customs or events outside our control, but we will keep you informed.

6. Returns and exchanges

You may return a piece within 14 days of receiving it for a refund or exchange, provided it is unworn and in its original box. Bring it to the shop with your order number, or post it, tracked, to Victoria Ensō, Jewel Changi Airport #B1-241, 78 Airport Boulevard, Singapore 819666. Return postage is paid by you; please keep proof of posting.

Pieces made or sized to order, engraved pieces, and any piece customised at your request cannot be returned unless faulty. We will make this clear before you buy.

Refunds go to the original payment method within five working days of the piece reaching us and being checked. Original delivery charges on international orders are not refunded. Our full returns policy forms part of these terms.

7. Faults and repairs

If a piece is faulty on arrival, or a fault appears within six months that was not caused by wear, accident or misuse, contact us and we will repair, replace or refund it at our cost. Your rights under the Consumer Protection (Fair Trading) Act and the Sale of Goods Act are not affected.

Beyond that, we re-string bracelets, resize rings and polish silver in our own workshop for the life of the piece; small repairs are usually free and we will quote for anything more.

8. Care

Natural stone and plated silver need a little care: keep pieces away from perfume, water and heat, and store them in the pouch provided. Damage caused by chemicals, immersion, impact or ordinary wear is not a fault.

9. Your account and the Circle

You are responsible for keeping your account details and password safe. Membership of the Circle, our loyalty programme, is free; points have no cash value, cannot be transferred, and may be adjusted if an order is cancelled or returned. We may change or end the programme with reasonable notice.

10. Content and intellectual property

The designs, photographs, text and the Victoria Ensō name and logo belong to us or our licensors. You may not copy or use them commercially without our written permission.

11. Our liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited under Singapore law. Otherwise our liability to you in connection with an order is limited to the price you paid for it, and we are not liable for indirect or consequential loss.

12. Personal data

We handle your personal data in accordance with the Personal Data Protection Act 2012 and our privacy policy.

13. General

These terms are governed by the laws of Singapore, and the courts of Singapore have exclusive jurisdiction. If part of these terms is found unenforceable, the rest still applies. We may update these terms from time to time; the version on the site when you order is the one that applies to that order.

Last updated: 30 August 2026.