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Choose one of the help topics, or scroll down to see our most frequently asked questions. Not able to find the answers you need?
Made to Order Dresses
How do I know if the dress I like on your website is "Made to order"?
How long does it take to ship made to order / custom size dress orders?
Do you refund made to order / custom size dress?
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.
Can I exchange my Made to Order dress?
My made to order dress look different from the one on website. Is it ok?
Order & Payments
Is it safe to use my credit card on your site?
What payment methods do you accept?
What if my credit card is declined?
What are Final Sale items?
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 customized for you like Made to Measure, Custom color etc. 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.
Why was my order cancelled?
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.
Oops! I was so excited to place my order that I forgot to use my code.
How do I change or cancel my order?
I placed an order, but never received a confirmation email.
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 email@example.com.
I placed an order, but haven't seen any movement from Jewelclues. What's going on?
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.
How do I know if my package is shipped and is on its way?
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.
How can I track my package?
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.
- Alternatively, you may visit Track My Order page or 17track and enter the tracking number that was emailed to you.
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.
Can I get a refund or store credit if the price of an item has changed since I ordered it?
Return & Exchange
What is your exchange policy?
- 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 $10 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.
How do I make an exchange?
Making a size exchange is easy! Just send us an email with your Order# at firstname.lastname@example.org. 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 $10 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.
I received a damaged item. What do I do?
Do you refund shipping fees?
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.