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Fast Help Service

Please Choose Your Question Type:

Question Before Purchase
  • About Shipment

    • How long will be shipped after I place an order?

      Delivery Time= Processing Time + Shipping Time. The estimated processing time is listed on the product page. Some popular styles can be shipped out in 1-3 working days, while engraved or custom orders may take up to 10-15 working days. Shipping time depends on the shipping method you selected. Free shipping usually takes about 10-15 working days, Express shipping usually takes about 4-6 working days.

    • Which express do you use? How long can I receive the parcel?

      We ues Free Shipping or Express Shipping. Free shipping usually takes about 10-15 working days, Express shipping usually takes about 4-6 working days. Our estimated Delivery time=Processing Time + Shipping Time. You can calculate delivery estimates by taking the processing time for your order and adding the delivery time based on the shipping method you've chosen.

    • How much does shipping cost?

      Free Shipping (10-15 Business Days) :$0.00; Express Shipping(4-6 Business Days): $19.95

    • When will I receive my tracking number?

      Once your order is shipped, you will receive an email with tracking number.

    • Can you provide the Overnight shipping service?

      Sorry for that, we did not have the overnight service. The fastest delivery time is 4-6 days.

    • What if my order delivery was delayed?

      We definitely will deliver your order in time under normal circumstances. While, shipping delays may occur due to holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times.

    • Will I have to pay customs duties, taxes or other fees?

      You will not be charged for any consumption tax. However, you may need to pay the customs duties by yourself.

  • About Payment

    • What payment method do you accept?

      We accept Visa, American Express, Mastercard, Discover, Visa/Debit or Paypal. If you wish to pay with multiple credit cards, please contact our customer [email protected] where our team can assist you further. We do not accept cash, cheques, installments, nor Cash On Delivery payments.

    • Why is my card declined?

      Please refer to the following information: Firstly, check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name) Secondly, make sure you enter the security code correctly - that's the three digit numbers on the back of your card. Lastly, your card issuer may have declined your payment – please contact card issuing bank. If the above information still does not work, you may try to pay it with another payment method – or using PayPal which is more convenient and safe! If still any problems, please send email to us : [email protected]

    • Is it safe to use my credit card on your website?

      Yes! We understand that the safety of your personal information is extremely important to you. When you make a purchase from us online, your card information is protected by one of the most widely used and trusted security systems on the Internet. Card transactions are encrypted with a 256-bit SSL certificate, and our website is scanned and tested daily for malware/viruses.

    • How do I use my coupon code?

      If you have a coupon code, please make sure to type it in and click the “APPLY” button on the Shopping Bag/Checkout Page. You must apply the promotion before checking out.

  • About Return Policy

    • If I don’t satisfied with your products, can I return it?

      Of course. We offer a 30-day return policy if you are not satisfied with your order.

    • How to return an order?

      Please e-mail us at [email protected] and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a "Return & Exchange" authorization will be sent to you.

    • If I return the parcel, do I need to pay the returned shipping fee?

      If the returning is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you; If the returning is due to the buyer's problems (such as: don't like/want the item, order a wrong product/size ), we will remove $10 from your refund as loss of freight and handling fee.

    • How long can I get a refund if I return it?

      Returns will be processed within 5 days upon receipt of your package. The refund will be issued either in the original payment method or via store credit as you requested. Once your refund has been issued, you will receive a confirmation email.

Question After Purchase
  • About Order

    • Where is my order? Can I have a tracking number?

      Once your order is shipped, you will receive an email with tracking number. You can check the status. If not, you can send us an Email. Our colleague will help you.

    • What should I do if I didn’t receive an order confirmation email?

      If you have not received a confirmation email about your order, you may have written your email incorrectly when you purchased or the email might be in your spam folder. Please feel free to contact us if you need help.

    • Why hasn’t my shipping information been updated?

      Sometimes it takes the information some time to update. If your shipment is from our international warehouses, it is in transit or clearing customs and the information will not be updated until it reaches a shipping station. Sometimes the shipping company has not updated the package information. We will try to update that info for you or you can email us for more help.

    • How long does delivery normally take?

      Delivery Time= Processing Time + Shipping Time. The estimated processing time is listed on the product page. Some popular styles can be shipped out in 1-3 working days, while engraved or custom orders may take up to 10-15 working days. Shipping time depends on the shipping method you selected. Free shipping usually takes about 10-15 working days, Express shipping usually takes about 2-4 working days.

    • Can I change or cancel my order?

      If your order has not been shipped out, you can submit a ticket or chat with us to cancel it. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

    • Why my package shows delivered but I have not received my package?

      Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. If you cannot find it, check for your package with the shipping company then. Remember to bring your ID! If you still cannot find your package either, please do not hesitate to contact us.

    • Can I change the address?

      Please note that we can only change/modify your order before shipment. Therefore, please be more careful to place the order. If there are changes, please feel free to contact us.

  • About Jewelry Care

    • How do you take care of fine jewelry?

      Never clean your fine jewelry with harsh chemicals as this can lead to corrosion on your settings. Instead, you can clean most fine jewelry by soaking it in a bowl of warm water with dishwashing soap. Scrub with a soft toothbrush, then lay out to dry. For pearls, use a soft makeup brush to scrub.

    • What is the best way to store jewelry?

      Store delicate jewelry in a dark, dry location. The felt helps absorb excess moisture and prevent premature tarnishing. For some large pieces, it might be best to keep them stored separately inside a felt pouch or wrapped in a silver polishing cloth to limit exposure to the air.

    • Is it OK to store jewelry in plastic bags?

      Don't store jewelry in plastic bags. Some plastics emit vapors that can pit and discolor metal and corrode the surface of pearls and certain other gems.

    • Can sterling silver be stored in plastic bags?

      Never use plastic bags to store your silver. While this was a popular method decades ago, it is not advised. Plastic contains sulfur and traps moisture, both of which cause tarnishing.

  • About Return / Refund

    • I made a mistake to place the wrong order/do not like my jewely, can I return it?

      Of course. We offer a 30-day return policy if you are not satisfied with your order. Your may check the details of our 30-day return policy.

    • Can I get a full refund?

      If the returning is due to our problems (Such as: Incorrect products, Quality problem of products), after confirmed, we will provide a full refund for you. If customer ordered the wrong size or does not like the item in person. Customer is responsible for return postage fees and replacement postage fees. Jewelsgirl does not refund any shipping fees.

    • Why was my package returned?

      There are multiple reasons your package might have been returned to us. 1. Wrong or incomplete address 2. Invalid phone number 3. Unable to deliver Please contact the shipping company for more information or you may contact us if you have any questions.

    • How soon will I receive my refund for the return?

      Returns will be processed within 5 days upon receipt of your package. The refund will be issued either in the original payment method or via store credit as you requested. Once your refund has been issued, you will receive a confirmation email.

    • What items can’t be returned?

      1.Personalized items with “engravings”, such as rings, necklaces and bracelets, are non-refundable. 2.Special order items such as those with custom sizes and colors are not refundable. 3.Items without jewelry tag or that have been worn, damaged or altered are not refundable and will be returned to the customer at their expense. 4.Items that were worn, or sent to you as Replacement/Exchange are not refundable.

Still Need Help? Contact Us HERE

Helpful Hint: The Fast Help Service covers the most common customer questions, and it will help you find a better solution. Generally, we will reply to your email within 12 hours.