Return + Fix Info

Returns & Exchanges

  • All returned items must be in the original condition and secure packaging with a tracking number.
  • We accept returns and exchanges - contact us within 7 days of delivery
  • We do not accept returns on broken items
  • We do not accept returns on any personalized items.
  • Do not ship items back in paper letter envelopes
  • Ship items back within 14 days of delivery

Breakage! 

  • We get it, sometimes for reasons too sad to admit your jewelry gets snagged and breaks.
  • As our commitment to you we have a completely free 30 day guarantee repair service. If your piece breaks and is outside of the 30 day guarantee our studio will assess the damage and let you know the fix fee - typically around $10 per broken piece. 
  • All of our stone settings are covered by a lifetime guarantee. If your stone dislodges or falls out, contact us for a complementary replacement.

Please send an email to contact@joelucjewel.com with your order number, a photo of the damaged item and we will get back to you to start your fix!

Customer's are responsible for all shipping costs. Do not send in white paper envelope + always obtain tracking for your reference as we cannot be held responsible for lost packages.

Conditions of return

  • Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

The following items can't be returned or exchanged

  • Custom or personalized orders
  • You may contact us with any issues with your order but unless product arrives damaged or defective we cannot accept returns on any custom orders.

 

Heirloom Collection

We offer exchanges for merchandise or in-store credit for all pieces under our Heirloom Collection, excluding sale and engagement rings.
Cancellations are accepted within 24 hours of placing your order.
  • Please process your return request within 7 days of receiving your order.
  • All returned items must be in the original condition and secure packaging with a tracking number.
  • Email contact@joelucjewel.com for confirmation of your exchange or in-store credit. We will provide you with full instructions for returning your item.
  • Customer is responsible for return shipping costs.
If an item shipped to you is defective, it can be returned to us within the first 7 days after receipt.  We will make any necessary repairs to the item, or a full remake if needed.