RETURNS & EXCHANGES

EASY RETURNS
  • All returns will be refunded via store discount code or to the original form of payment.
  • You will be responsible for covering the shipping costs to return your item(s). Items must be sent back within 14 days of the delivery date.
  • Items must be unused, undamaged, unworn, unwashed, and have original tags attached.
  • All items with prices ending in cent value eg. $ .00, .96, .97, and .98 are considered Final Sale and cannot be returned for refund or exchange.
  • Please allow 5-7 business days for us to process your return once it is received by our Distribution Center.
  • JewelClues is not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.

We appreciate our customers around the globe for purchasing with us!

Should you choose to return, JewelClues does not provide pre-paid return labels and you will be responsible for covering the shipping costs. Please follow the instructions below to return in accordance with our full Returns Policy.

To return by mail - Use your packing slip OR a simple note with order number to return by mail using the carrier of your choice. Your return requests & packages must include your order number to ensure immediate processing.

Mail your return items to our Returns Department at the address stated below:

Jewelclues Returns
c/o Web Express Computer Technologies
#143 90 East Halsey Road Ste. 333
Parsippany , NJ 07054 USA

Depending on the shipping method and carrier selected, your return package may take several days or weeks to reach us if returning from an international location. Please allow 5-7 business days to process your return once it is delivered to our Distribution Center. Once your return is fully processed, we will issue refund to original mode of payment or a store credit in the form of a JewelClues discount code (valid for one month) for use on next purchase.

Helpful Hint: JewelClues is not responsible for returns until they reach our Distribution Center. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, JewelClues will not issue store credit for your returns.

WHAT IS YOUR RETURN POLICY?

When sending back your return using the returns portal or other return options, please be sure to return your items in accordance with the policy outlined below:

  • Items must be sent back within 14 days of the delivery date.
  • Items must be unworn, unwashed, and have original tags attached.
  • Items must be free of stains, makeup, deodorant, or wear.
  • Bodysuits, swimwear, and undergarments are non-returnable.
  • Beauty products, cosmetics, jewelry and accessories are non-returnable.
  • All returns will be refunded via store credit in the form of a discount code or to the original mode of payment.
  • A 50% restocking fee may be applied to Final Sale or stale items returned.
  • Returns are processed within 5-7 business days after your item(s) are delivered.
  • We do not provide pre-paid return labels; you are responsible for covering shipping costs to return.
  • Damaged, defective, or incorrect items must be reported within 2 business days of delivery. Please email hello@jewelclues.com for assistance before returning.
  • All returns must include a return request note with order number or packing slip. Return packages must include a return note OR original packing slip. If these are not provided correctly, your return may experience issues in processing.
  • When sending back items from multiple orders, please provide the order number or packing slip from each order returned.
  • Return drop-offs are not accepted at our Distribution Center or corporate office.
  • JewelClues is not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
  • Original shipping is non-refundable.

For our full Return Policy, please click here.

HOW LONG DOES THE RETURNS PROCESS TAKE?

Returns are processed within 5-7 business days after your item(s) are delivered to our Distribution Center. Depending on the shipping method and carrier that was selected to return, your return package may take several days to reach us. Please hold on to your return tracking number for your records.

Once your return has been processed, you will be issued refund as store credit in the form of a discount code of refund value (valid for one month) or refund to original form of payment mode. JewelClues reserves the right to either refund in original mode of payment or in form of discount code. The discount code will be sent to the email used to purchase your order.

During holidays and times of high volume, returns are subject to delays. If you are still waiting to receive store credit for your return, please send an email to hello@jewelclues.com with your Order Number and the name of the item(s) returned along with one of the following:

  • Proof of postage/return postage receipt
  • A return tracking number
CAN I EXCHANGE AN ITEM?

Of course you can. To make exchanges fast and easy, place a new order for the exchange item you'd like to receive. After the order is paid for, it will be processed and shipped out promptly. When we receive your return, you will be refunded for your original item(s).

DO YOU PROVIDE PREPAID RETURN SHIPPING LABELS?

We currently do not provide prepaid return shipping labels. Customers are responsible for return shipping. We recommend shipping with insurance and keeping your shipping receipts until your return is processed.

I RECEIVED MY ORDER BUT MY ITEM IS DEFECTIVE, INCORRECT, OR MISSING. WHAT DO I DO?

We know how frustrating this can be. Rest assured, we want to make every order perfect for you!

Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email hello@jewelclues.com within 2 days of delivery. Please report your item as soon as possible for assessment.

Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible so that you can show off your #JewelCluesStyle!

IT’S BEEN OVER 14 DAYS SINCE I RECEIVED MY ORDER. CAN I STILL RETURN?

JewelClues requires items to be returned within 14 days of the delivery date, as stated in our Returns Policy. Returns received in our Distribution Center or retail locations after 14 days are considered to be “stale” returns.

Alternatively, JewelClues reserves the right to apply a 50% restocking fee for Final Sale or stale items. We will apply a 50% restocking fee to any stale item(s) sent back in resalable condition and in accordance with our Return Policy when processed at our Distribution Center. A discount code (valid for 30 days) of refund value will be issued to you by email following our normal returns procedure.

MY PACKAGE IS BEING RETURNED TO JEWELCLUES, WHAT DO I DO NOW?

If your package does not successfully deliver and is sent back to JewelClues, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if:

  • The shipping address does not exist
  • The shipping address is misspelled
  • The shipping address is missing information (i.e. apt/bldg/suite number)
  • The carrier is unable to safely deliver the package
  • The addressee has moved
  • The addressee has refused the package

Returned to sender packages will be restocked and you will be issued refund in the form of discount code of refund value minus the initial shipping charge. In case initial shipping was free, JewelClues reserve the right to charge Flat $10 per item return. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the discount code to place a new order using the corrected address. However, please note that we do not guarantee your items will be in-stock at the time of your reorder. Discount code will be sent to the email used to place the order. Discount codes are valid for 30 days, so make you next purchase before it expire.

Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. JewelClues does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

DOES JEWELCLUES ISSUE REFUNDS?

Refunds are issued to the original form of payment used on an order in the event that it is canceled.

For Out of Stock items: we issue refunds to the original form of payment used if any items on the order sell out and we are unable to replenish in a timely manner.

For Returns: we issue refunds in the form of an discount code (or store credit) to be used on next purchase within 30 days.

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

Read our full Refund Policy here.

If you have any questions or concerns regarding refunds, please email hello@jewelclues.com and we will be more than happy to assist!

STILL NEED HELP? CONTACT US ON

+1 (646) 389-7242