FAQ
PRODUCTS
Is your 18K white gold rhodium plated?
All of our white gold jewelry is rhodium plated to guarantee that its pure white color lasts longer.
Is your 18K white gold nickel free?
Our products are not nickel free but they comply with European nickel regulations.
Are your diamonds 100% natural?
Our diamonds are all 100% natural. Every diamond undergoes rigorous testing to ensure NO synthetic or lab-grown diamonds are used as they are not visible to the naked eye.
Are your materials ethically sourced?
Roberto Coin Inc. is a Member of the Responsible Jewellery Council (RJC). We commit to integrating responsible, ethical, human rights, social and environmental practices throughout our jewelry supply chain.
Roberto Coin uses diamonds only from legitimate sources that subscribe to an international system of certification known as the Kimberley Process Certification Scheme (KPCS). We have a strict no-conflict and no blood diamonds policy.
All gold and other raw materials used must also be certified from conflict-free zones and ethically sourced in compliance with the Dodd-Frank Act. This is to eliminate human rights violations in the supply chain and to promote humane and just practices.
SHOPPING, ORDERS & PURCHASES
How do I find the right size?
Check our detailed Size Guide on the product page, which includes measurements. Or contact us for more information.
What if I need extra help or advice about my online purchase?
Our qualified Client Advisors are at your disposal to help you choose your jewelry. Kindly contact us.
Is all Roberto Coin merchandise available for purchase online at www.mystiqueluxury.com.my?
Our website offers a wide selection of the Roberto Coin collections. Should a model, a specific color or a size not be available online, please contact us and we would be more than delighted in assisting you to find your desired Roberto Coin jewelry.
Are prices on www.mystiqueluxury.com.my subject to change?
Yes, prices are subject to change.
Is in-store pickup available for items purchased online?
This service is available and preferable only at our Roberto Coin Boutique at G15 Ground Floor, The Starhill, 181, Jalan Bukit Bintang, 55100 Kuala Lumpur, Malaysia.
Will my Roberto Coin purchase arrive gift-wrapped?
Every Roberto Coin jewelry is sent in its box, in a Roberto Coin brand’s shopping bag together with its warranty card.
Can I include a personalized gift message with my purchase?
A personalized message can be included in the jewelry box. Just contact us and send your request when you place your order or email us at robertocoin@mystique-universal.com along with the order number.
SHIPPING & DELIVERY
What are the available shipping options and do you ship internationally?
We offer free worldwide shipping via FedEx courier service with insurance paid for by us and will require a signature and photo proof upon delivery.
How long does shipping take?
Orders will be dispatched within 3 working days after payment is received. Standard shipping takes 7-14 business days; expedited options are available at checkout. Delivery times vary by location. We shall be under no liability for any delay or failure to deliver the products within estimated timescales.
How can I track my order delivery?
Once shipped, you'll receive a tracking number via email or Whatsapp to monitor your package.
WARRANTY & RETURNS
What are your warranty, returns and exchanges policy?
All Roberto Coin Products are guaranteed against defects in workmanship for 24 months from the date of purchase in the invoice. Should any manufacturing fault appear on your Roberto Coin product within 24 months of purchase, please contact us to guide you in returning it to us for repair or replacement.
How do I start a return?
Visit your account page on the website, enter your order number, and follow the steps or contact us for more information.
Are return shipping costs covered?
Customers are responsible for return shipping unless the item is faulty or incorrect.
PAYMENT & SECURITY
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, Amex), debit cards and bank transfers.
Is my payment information secure?
Absolutely. Our site uses SSL encryption for secure transactions. Your credit card information may be saved to your account and will only be accessible to the account holder. For more information, please read our PRIVACY POLICY.
Will I be charged Sales Tax on my purchase?
If you order Products from our website for delivery outside MALAYSIA, they may be subject to import duties, custom fees or any other taxes that are applicable which are levied when the delivery reaches the specified destination and will be charged directly by the recipient countries to the purchaser.
You will be responsible for payment of any such import duties, custom fees and other applicable taxes. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable for any breach by you of any such laws. No refunds will be issued to clients who fail to comply with import regulations in their respective destination countries.
CONTACT US
How can I contact customer service?
WhatsApp: +6019 600 0448
Email: robertocoin@mystique-universal.com
Telephone: +603 2141 9669 | +603 2142 1669
Monday - Sunday , 11am - 7.30pm (MST Malaysian Standard Time)