Frequently Asked Questions
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Choose one of the help topics, or scroll down to see our response to most frequently asked questions.
Order & Payments
Yes! Orders placed on our site are encrypted using SSL technology, the industry-standard authentication and encryption technology, to ensure your transactions are protected. With SSL implemented on both the client and server, information transmitted over the internet will remain unaltered and secure. If you have any concerns about placing your order online, please order by phone at +1 (201) 201-9129.
We accept Visa, MasterCard, Discover, JCB, Diners Club International, PayPal, Amazon Pay, Apple Pay, Google Pay, Facebook Pay, Klarna, Shop Pay and Zip (QuadPay).
If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.
All items marked as Final Sale including items with prices ending with a cent value like $ 99.01, .29, .90, and .99 are considered Final Sale and cannot be returned, exchanged or refunded.
Any item which was personalized / customized for you like Made to Measure, Custom color etc. are considered final sale.
Made-To-Order dress purchased using any promo code are considered final sale.
Note: Should you choose to return a Final Sale item, Jewelclues reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in resalable condition. Also, return shipment fee & insurance shall be covered by you.
There are several reasons why your order may have been cancelled:
(1) The item(s) sold out. (2) There is a delay in replenishment for your item(s). (3) We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order.
If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.
Note: If your order is cancelled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. 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.
Regrettably, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase!
In case you need to change the order, please get in touch with us within 24 hours of placing the order. Please note, order change request may not not accepted in all cases. If change is not accepted, you may return the item as per our applicable Return Policy.
For order cancellation, you may request to cancel your order within 24 hours of placing the order, for any reason, and receive a full refund provided your order has not been shipped.
Please read our Cancellation Policy for more details.
Although this should not happen we are sorry for inconvenience. Below are the options you have.
If you do not receive an email from JewelClues within a few hours of placing your order, be sure to check your personal Spam folder. If it's not there the email address on file might be spelled incorrectly.
To check your orders, log into your JewelClues account and select the “My Orders” option to review your order history.
If you are still unable to locate the confirmation email for your order, please contact our Customer Care team by emailing firstname.lastname@example.org.
Most orders leave our Distribution Center within 5 business days after the order is placed (excluding Saturdays, Sundays, and holidays).
Please refer to our full Shipping Policy for current processing times and available shipping methods. Note: In-transit times are separate from processing times and are subject to change during the holiday season.
In some cases, we may run out of popular items while processing your order. When this happens, our hottest items typically restock within 3 business days. Rather than canceling your order, it will be held until the item is back in stock and your order is fulfilled! If this happens to you, our Customer Care Team will send you an email notifying you of the delay.
For orders containing multiple out-of-stock items, these items will be refunded back to the original form of payment (minus any applicable discount codes used on the order), allowing us to process and ship the rest of your order as quickly as possible!
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.
When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our Distribution Center you will receive a second email with tracking information for your shipment. Please refer to our full Shipping Policy for current processing times and available shipping methods.
Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.
There are two (2) ways to check the tracking information available for your package:
In your Shipping Confirmation email, you'll receive a link to your tracking information. From there, you can monitor the shipment’s progress until the package is delivered to your door.
Note: In some rare case, we may use ePacket for delivery which might not have tracking ability. In such case we keep in touch with the shipment company but unable to provide tracking info to you. Generally, your product should be delivered within 7-28 business days.
As a fast fashion retailer and eCommerce business, our prices may fluctuate and change in response to fashion trends, current stock on-hand, demand from our customers, and various sales or promotions. This being the case, we will not issue a refund or store credit for the difference between your purchase price and the current price advertised on our website.
Jewelclues is not liable for lost or stolen packages.
We recommend contacting the shipping carrier as soon as your package states delivered and you're not able to locate it to file a missing package claim.
International orders i.e orders with shipping address outside for the contiguous United States may be subject to additional payments like Duties, Taxes and other charges.
Duties, taxes and other charges including carrier brokerage fees are determined by the customs agency and postal carrier within the destination country.
Although charges are not always incurred, assessment of these fees will be based on the value of the order and the tax–free threshold, if it exists, for goods imported into the destination country. Payment of them is the responsibility of the recipient, and they will be collected at the time of delivery. Please note that orders shipped in multiple packages may be subject to additional carrier brokerage fees, as determined by your postal carrier. These fees are nonrefundable.
More information can be obtained by contacting your local customs office, tax agency or postal carrier.
Please carefully check the product page. All dresses are marked as Made-To-Order or Ready-To-Ship respectively. Alternatively you may also refer to Style Notes.
Generally we need around 30-45 business days for tailoring the dress before we ship it. Some styles may take more time for tailoring. It is good to order at least 60 days before your event date.
We offer Expedite Tailoring with additional non-refundable fee starting from $250 per item. With expedite tailoring we aim to make the dress within 30 days. Contact customer services if you need to avail expedite tailoring on your order. Please note expedite tailoring time is not a guarantee and do not include express shipping.
Made to Order dresses in US standard size can be returned for store credit only and are subject to 50% restocking fee.
Custom Size orders are considered final sale, and are ineligible for return, exchange or refund.
Unfortunately, Made-To-Order dresses can not be exchanged.
Our tailors try to keep the dress look exactly like on our website, but still due to hand made process each dress come out to be unique. Up to 25% difference is allowed in style, design (embroidery / print ) and color and shall be accepted.
Return & Exchange
Exchanges are limited to exchanges for the same item in a different size.
Made to Order dresses are not eligible for exchange.
Orders placed using Zip (formally Quadpay), Klarna, or paid in full with Store Credit are not eligible to exchange. If you used one of these payment methods, please see our Return Policy for information on how to return.
Exchanges are available one time per item.
No final sale items, regardless of price, are eligible for a return, exchange, refund, or online credit.
Exchanges are shipped using No Rush shipping.- Exchanges must be initiated within 10 days from delivery of the item.You must postmark your original item within 7 days of the date you initiate the exchange to avoid being charged for the new item, as well as a $12.75 fee for the return shipping.
If you have been charged for the new item, we will refund the cost of the original item after we receive it at our returns facility.
All items that are sent back as an exchange need to follow the applicable terms from the Return Policy. Items that do not meet the acceptable conditions listed in the Return Policy will be subject to denial.
Making a size exchange is easy! Just send us an email with your Order# at email@example.com. Our team will then follow up. To expedite the process you place a new order with the correct size. We will refund the original order once we receive the item back.
When returning or exchanging items with our labels, a up to $15 return shipping cost per item will be deducted from your refund amount if your return or exchange is postmarked more than 7 days from the day you received your order. Additional information regarding our return and exchange policies can be found here.
Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team at firstname.lastname@example.org along with a description of the damaged item and your Order Number within 7 days of receipt. Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome. Don't worry we have Easy Return Policy.
No. We do not refund Standard Shipping or Express Shipping paid while placing the order.
Further, we reserve the right to charge a nominal return processing fee not exceeding $15 per item unless you have received a damaged item and would like to return it. To report a damaged item, please use the following process before returning:
Take a photo of the item which clearly displays the damage and email the photo to our Customer Care team at email@example.com along with a description of the damaged item and your order number.
Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.
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