FAQ

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Made to Order Dresses

How do I know if the dress I like on your website is "Made to order"?

Please carefully read the description or style notes. If the item is made to order, it is mentioned in product description / style note tab. Generally, you should see this info at the bottom of description - below the bullet points or size chart (if available). Also, on product page you can see the label "Made to Order" before the title of the product.

How long does it take to ship made to order / custom size dress orders?

Tailoring time depends on the shipping option you chose. With No Rush or Standard shipping tailoring / production time is 20 - 45 business days. With Express Shipping production / tailoring time is 14 - 21 business days.

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?

Unfortunately, Made to Order dresses can not be exchanged.

My made to order dress look different from the one on website. Is it ok?

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 20% difference is allowed in design (embroidery / print ) and color.

Order & Payments

Is it safe to use my credit card on your site?

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.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club International, PayPal, Amazon Pay, Apple Pay, Google Pay, Facebook Pay, Klarna, Shop Pay and Zip (QuadPay).

What if my credit card is declined?

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.

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.

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!

How do I change or cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Return Policy once your order has been delivered to you.

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 hello@jewelclues.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?

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.

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 hello@jewelclues.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 $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?

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 hello@jewelclues.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. Don't worry we have Easy Return Policy.

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 hello@jewelclues.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.

Account

What should I do if I have forgotten my password?

Don’t worry! Simply click the “Forgot Your Password?” link next to the login button and follow the instructions provided. Please don’t hesitate to contact our Customer Care Team if you continue to experience any problems logging in.

How do I unsubscribe from your emails and newsletters?

We’re sorry to see you go! To unsubscribe, just hit the “unsubscribe” link on the bottom of the email or newsletter.

How do I unsubscribe from your text/SMS?

To unsubscribe from promotional SMS text messaging, reply “STOP” to the text you received.

Need more help?

Not able to find the answers you need?

Please visit our Help Center or Contact us, we are committed to help you.

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