Refund policy

At JemJewl, we are dedicated to your complete satisfaction. We want you to cherish every piece you purchase from us. However, if you are not entirely delighted with your order, we are here to assist you with the return process, subject to the terms below.

1. Return Eligibility

You may request a return for eligible items within 15 days of receiving your package (including weekends and holidays).

To qualify for a refund, the item must be:

  • In pristine, original condition (unworn, unused, unadjusted, and undamaged).

  • Returned with all original packaging, tags, and certificates intact.

How to Initiate a Return: Please email us at jemjewl666@gmail.com with your order number to start the process.

  • Note: Returns sent back without prior approval via email will not be accepted. Please wait for our confirmation email containing return instructions before shipping your package.

2. Non-Returnable Items

To maintain our high standards of quality and hygiene, we cannot accept returns or refunds on the following:

  • Earrings: For sanitary and hygiene reasons, all earring sales are final (unless faulty).

  • Bespoke & Lab-Grown Diamond Pieces: As stated in our shipping policy, these items are custom-made to your specific requirements and cannot be restocked or resold.

  • Solid Gold Items: Pieces that are made-to-order.

  • Sale & Promotional Items: Items purchased during a sale or using a discount code (excluding welcome codes) are final sale. Store credit may be offered at our discretion.

  • Bulk Returns: Returns of 3 or more items from a single order.

  • Gift Cards: Digital or physical gift cards are non-refundable.

3. Exchanges

We do not offer direct exchanges at this time. If you wish to swap an item, the most efficient way is to return the original item for a refund (if eligible) and place a fresh order for the new piece you desire.

4. Refunds & Processing Time

Once your return package arrives at our facility, our team will inspect the items to ensure they meet our return criteria.

  • Timeline: Please allow up to 7 business days for us to process your return after receipt.

  • Notification: You will receive an email once your refund has been approved and issued.

  • Bank Processing: Please note that it may take additional time (typically 5–10 business days) for your bank or credit card provider to post the funds to your account.

5. Shipping Costs & Deductions

Return Shipping: Customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping service and purchasing shipping insurance. JemJewl is not liable for return packages that are lost or damaged in transit.

Original Shipping Fee Deduction: Please be aware that the original cost of shipping is non-refundable.

  • If your order qualified for Free Shipping, the actual cost of shipping we incurred (approximately USD $6–$15, depending on destination) will be deducted from your final refund amount.

6. Order Cancellations

Before Shipment: If you need to cancel an order, please contact us immediately. Cancellations made before the item is dispatched will incur a 5% processing fee. This fee covers the non-refundable transaction charges levied by credit card processors and Shopify.

After Shipment: Once an order has been dispatched, it cannot be cancelled. You must wait to receive the package and then initiate a standard return.

  • Do Not Refuse Delivery: Please do not refuse the delivery at your door. Refused packages may be destroyed by the carrier or subject to high return fees. If a package is refused, any associated costs will be deducted from your refund.

7. Damaged or Faulty Items

If you receive a defective or damaged item, please contact us at jemjewl666@gmail.com immediately (within 48 hours of receipt). Please include:

  1. Your order number.

  2. A detailed description of the issue.

  3. 2–3 clear photos showing the defect.

We will resolve the issue for you as a priority.

Contact us