Frequently Asked Questions

Q: What materials are your earrings made of, and are they suitable for sensitive ears?

Our jewelry range includes materials such as S925 sterling silver posts, electroplated alloys, stainless steel, and resin. We carefully select items with quality finishes for comfortable daily wear. As metal sensitivities vary from person to person, please refer to the individual product page for specific material details before purchasing.

Q: What materials and craftsmanship do you use?

Our core collection features carefully curated designs produced in limited quantities through trusted manufacturing partners. Every piece undergoes strict quality inspection prior to packaging. For exclusively handcrafted designs, please explore our Sui-Artisan collection.

Q: What makes the Sui-Artisan collection special?

Pieces in the Sui-Artisan collection are handcrafted in-house in small batches. Because we work with natural stones, freshwater pearls, and hand-assembled components, subtle variations in shape, tone, or texture may occur—making each handmade piece truly one-of-a-kind.

Q: How should I care for my jewelry?

Wipe gently with a soft cloth after each wear. Store them in the provided zip bag to reduce oxidation and keep the gold bright. Avoid direct exposure to water, perfume, lotion, or harsh chemicals to protect the 14K plating and enamel.

Q: How should I care for my handbags?

Wipe clean with a soft, damp cloth. Avoid prolonged exposure to direct sunlight, high heat, or moisture to protect the finish. Always store your handbag in the provided dust bag when not in use.

Q: Will my jewelry or handbag show signs of wear over time?

Like most fashion items, everyday wear and atmospheric exposure will lead to natural changes:

• Jewelry: Genuine S925 silver can naturally oxidize or tarnish, electroplated alloys/gold finishes may gradually tone down with daily sweat and skin moisture, and natural gemstones/freshwater pearls feature unique, organic variations. S925 tarnish can easily be restored using a silver polishing cloth.
• Handbags: Minor surface creasing, soft material settling, or hardware friction marks with daily use are normal characteristic changes over time.

These natural wear characteristics are not considered manufacturing defects. Proper care and dry storage will help maintain your pieces in their best condition.

Q: What payment methods do you accept?

We accept major credit/debit cards (Visa, MasterCard), FPX Online Banking, and supported e-wallets via our secure checkout gateway. All transactions are billed in Malaysian Ringgit (MYR).

Q: Can I modify or cancel my order after placing it?

Order processing begins shortly after confirmation. If you need to request changes or cancellation, please contact us immediately via WhatsApp at +60 17-626 0884 or email hello@sui-co.my within 2 hours of placing the order. Once an order has entered fulfillment or shipping status, cancellations or address modifications cannot be accommodated.

Q: How do I know my order is confirmed?

Upon successful payment completion, an order confirmation email containing your order receipt will be sent automatically. If you do not see it in your inbox, please check your spam or junk folder.

Q: How can I reach Customer Service, and what are your operating hours?

You can reach us via WhatsApp at +60 17-626 0884 or email at hello@sui-co.my. Our customer support operates daily from 10:00 AM – 7:00 PM. We do our best to respond to all inquiries as quickly as possible.

Q: How long will it take to process and deliver my order?

Orders are processed and dispatched within 1–3 operating days (Monday – Saturday). Delivery typically takes 3–5 business days within Peninsular Malaysia and 5–8 business days for East Malaysia.

*Please note: Courier services are closed on Sundays and public holidays, so orders placed or processed during these times will be dispatched on the next available business day.

Q: How can I track my shipment?

Once your order has shipped, a dispatch confirmation email containing a courier tracking link will be sent to your registered email address.

Q: What happens if an incorrect address is provided or a parcel is uncollected?

Please ensure all shipping information is accurate before finalizing checkout. Sui-Co is not liable for delayed, lost, or misdelivered shipments resulting from incomplete or inaccurate addresses provided by the customer. Returned shipments due to non-delivery or non-collection will incur additional re-shipping charges paid by the buyer.

Q: Do you accept returns or exchanges?

We accept return or replacement requests for defective, incorrect, or transit-damaged items within 7 days from the delivery date. Items must remain unused and in their original packaging. For hygiene and health safety reasons, worn earrings are strictly non-returnable.

Q: What should I do if my earring arrives damaged or a stone falls off?

While each shipment is carefully inspected, unexpected transit damage may occur. If your item arrives damaged or defective, please notify us immediately at hello@sui-co.my or via WhatsApp +60 17-626 0884 with your Order ID, a brief description, and clear unboxing photos/videos. We will gladly arrange a replacement or refund upon verification.

Q: Who covers shipping costs for returns?

If a return or replacement is required due to our error (e.g., defective or incorrect item sent), Sui-Co will cover the return postage costs. Original shipping costs paid during order placement are non-refundable. Promotional items, gift sets, or items purchased on sale are final sale and non-returnable unless defective.