FAQ

What payment methods do you accept?

• We accept payments through major credit and debit cards, including Visa, Mastercard, American Express, and Discover. Additionally, we offer the convenience of PayPal, Apple Pay, Google Pay, and other digital wallets.

Is it safe to make payments on your website?

• Yes, your security is our top priority. We use industry-standard encryption and comply with PCI DSS (Payment Card Industry Data Security Standard) to safeguard your personal and payment information. Rest assured that your transactions are secure.

Are there any additional fees for using specific payment methods?

• We do not charge any additional fees for using standard payment methods such as credit/debit cards. However, please note that some third-party payment processors may apply their own transaction fees.

Can I save my payment information for future purchases?

• For your convenience, we offer the option to securely save your payment information when creating an account. This allows for faster checkout on future orders. Your sensitive information is encrypted and stored in compliance with industry standards.

How will I know if my payment has been processed successfully?

• Upon successful completion of your payment, you will receive a confirmation email with details of your order. If you encounter any issues during the payment process, please contact our customer support for assistance.

What should I do if my payment fails or is declined?

• If your payment fails or is declined, please double-check the accuracy of the payment information provided, including your card details and billing address. Alternatively, you may try using a different payment method or contact your bank for further assistance.

Can I request a refund for my purchase?

• Yes, we offer a hassle-free refund policy. If you are not satisfied with your purchase for any reason, you may request a refund within 7 days of receiving your order. Please refer to our Refund Policy for more information.

How long does it take to process refunds?

• Refunds are typically processed within 10-14 business days upon receipt of the returned item(s). However, please note that it may take additional time for the refunded amount to reflect in your account, depending on your bank or payment method.

Shipping Rates

• Shipping rates are calculated based on the weight of your order and the shipping destination. You will be able to view the shipping costs during the checkout process before completing your purchase.
• We offer free shipping voucher to eligible subscribers. Free shipping eligibility may vary depending on your location.
  

Delivery Times

• We strive to process and ship all orders within 1-2 business days of receiving your order. However, processing times may vary during peak seasons or promotional periods.
• Once your order has been shipped, delivery times will vary depending on your location and the shipping method selected at checkout. Estimated delivery times will be provided during the checkout process.
  

Order Tracking

• Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number. You can use this tracking number to monitor the status of your delivery online.
• If you have an account with us, you can also log in to your account to track your order status and view your order history.
  

Shipping Restrictions

• We offer worldwide shipping, except to countries experiencing active conflicts or war zone. We do not ship to P.O. boxes or APO/FPO addresses.
• Some items may be subject to shipping restrictions or additional shipping charges due to their size, weight, or value. Any such restrictions or charges will be clearly indicated on the product page.
  

International Shipping

• International orders may be subject to customs duties, taxes, and other fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the shipping cost.
• We are not responsible for any delays or additional charges incurred due to customs clearance processes.
  

Shipping Partners

• We partner with reputable shipping carriers to ensure timely and reliable delivery of your orders.

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we have a 14-day return policy. Which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
Please note that original shipping fees are non-refundable.
To start a return, you can contact us at shop@jeieam.com.

If your return is accepted, we’ll send you an instructions on how and where to send your package. Customers are responsible for return shipping fees. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@jeieam.com.

Damages and issues
We ensure that every order is checked thoroughly. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

• In such cases for jewelry items, please ensure to take a video/photos before and after opening the package for us to accept the return claim. Please note that PHOTOS are not accepted for claims of missing item(s), we only accept unboxing VIDEO recording for claims of missing item(s) as we ensure that everything is shipped according to order description and undergoes a thorough process. We hope for your kind understanding as we strive to offer the best quality, genuine items, and rare pieces for our jewelry collections.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), personal care goods (such as beauty products) and earrings.

• Earring; whether new or preloved are strictly non-refundable due to hygiene reasons. Each piece is carefully cleaned and polished before shipping to ensure it arrives in like-new condition.

Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@jeieam.com.

Our Commitment to Quality and Authenticity

At JEIEAM, we offer a curated collection of both brand-new and preloved jewelry, each piece crafted with guaranteed authentic gold and natural precious gemstones. Most of our products come with certificates from Noble Gem Grading Laboratory (NGL), though we are not partnered with them, and all carat weights are engraved for transparency. We stand behind every item with our comprehensive return and refund policy.

What is your policy on returns and refunds for items proven to be inauthentic?

We guarantee the authenticity of our jewelry collection, featuring authentic gold and natural precious gemstones, whether brand-new or preloved. If an item is proven to be inauthentic, we offer a free return and full refund, provided the claim is supported by valid documentation from a legitimate gemologist. Please follow the process below for a smooth resolution.

How do I initiate a return for an item suspected to be inauthentic?

To initiate a return and refund request due to concerns about authenticity, please follow these steps:

1. Obtain a Verification Report: Engage a legitimate gemologist to evaluate the item. The gemologist must provide a detailed report or certificate confirming the item is inauthentic. The report should include:

• The gemologist’s full name, signature, contact number, and complete business address.
  
• A valid license or identification number verifying their credentials as a legitimate gemologist.
  
• A comprehensive analysis of the testing process, including all factors and results leading to the conclusion of inauthenticity.
  
  Note: If your item came with a certificate, please include this in your submission for reference, as it may help expedite the review process. Moreover, please note that assessments from pawnshops or non-certified sources are not accepted, as their valuations are typically lower due to their focus on pawn or resale transactions, which do not consistently reflect an item’s true market value or authenticity.

2. Submit Your Claim: Email the verification report, along with your order details (order number, item description, and purchase date), to our customer service email at shop@jeieam.com.

3. Return the Item: Once your claim is reviewed and approved, we will provide a prepaid return shipping label. The item must be returned in its original condition (or as received for preloved items), with all accompanying materials (e.g.,certificate, packaging, or tags), to our designated return address.

Refund Processing: Upon receiving the item and verifying the documentation, we will process a full refund to your original payment method within 7-10 business days. You will be notified via email once the refund is complete.

Why do you require a gemologist’s report?

A professional gemologist’s report ensures an impartial and credible evaluation of the item’s authenticity. This documentation protects both our customers and our business by maintaining transparency. It also allows us to address any issues with our suppliers, including those providing preloved items, to uphold the integrity of our collection.

What happens if I submit fraudulent documentation?

Submitting falsified documents or attempting to damage our reputation with fraudulent claims is a serious matter. We reserve the right to pursue legal action against individuals who provide fake or misleading documentation. Our commitment to authenticity extends to protecting our brand and our customers from fraudulent activities.

Additional Information:

• Timeframe for Returns: Claims must be submitted within 7 days of receiving your order to be eligible for a return under this policy.
• Condition of the Item: Brand-new items must be unused and in their original condition. Preloved items must be returned in the same condition as received. Any signs of wear, damage, or alteration beyond what was described at purchase may void return eligibility.
• Preloved Jewelry: Our preloved items are carefully inspected and, where applicable, come with certificates. These pieces are sold with full transparency about their condition, and any known imperfections are disclosed in the product listing.

Contact Us: If you have questions about the process, contact us in our customer service email at shop@jeieam.com. We’re here to help.


WHY SHOP WITH US?

1. Authenticity Guaranteed: Our jewelry features authentic gold and natural precious gemstones, with carat weights engraved for transparency. Most items include certificates of authenticity providing further assurance of quality and value. All items, whether new or pre-owned, undergo rigorous inspection, professional polishing, and meticulous maintenance to ensure delivery in exceptional, like-new condition. To verify authenticity, we employ industry-standard testing methods, including gold and platinum purity analysis, gemstone identification, and UV light fluorescence analysis.
2. Curated Collection: Our mix of brand-new and preloved jewelry offers unique, high-quality pieces for every style and budget.
3. Secure Shopping: Our store uses industry-standard encryption to protect your personal and payment information.
4. Customer Support: Our dedicated team is available to assist with any questions, ensuring a seamless shopping experience.
5. Ethical Sourcing: We work with suppliers who adhere to ethical practices, ensuring both brand-new and preloved items meet our high standards.

For further questions, please reach out to our customer service email address. We’re committed to your satisfaction with every piece of jewelry from JEIEAM.