Easy Returns & Exchange

JewelClues is committed to make your purchase at jewelclues.com a superb experience. However in case you have to make a return or exchange a product please be sure to return your items in accordance with the policy outlined below.

NOTE: All eligible full priced order returns are refunded to your original payment method. Other eligible returns are refunded in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. All items with prices ending in $ .01, .96, .97, and .98 etc including any product purchased using a discount code and custom made items are considered Final Sale and cannot be returned for exchange, refund or store credit. "Made to order" items are refunded only in form of store credit and may be subject to restocking fee.

Please be sure to send your item(s) back in full accordance with our return policy:

• Items must be sent back within 14 days of the delivery date.
• Items must be unworn, unwashed, unused 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 discount code or original payment method only.
• Items purchased using discount codes, gift cards or coupons are non-returnable and non-refundable.
• A 50% restocking fee may be applied to Final Sale, Made to Order 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 original packing slip or a piece of paper with your order number written on it. If original packaging slip or note with order number is not provided correctly, your return may experience issues in processing.
• Return your item(s) using an insured postal carrier. When your return is received and processed, we'll email you a refund notification. You are responsible for return shipping costs.
• When sending back items from multiple orders, please send note with order number or packing slip from each order returned.
• Return drop-offs are not accepted at our Distribution Center or corporate office.
• Jewelclues or it's affiliates are 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.

 

Additional Notes: When returning by mail, you will be responsible for covering shipping costs to return items and shipping charges must be prepaid. Depending on the shipping method and carrier used to return, your return package may take several days or weeks to reach us. 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 or refund for your returns. Once your return is fully processed, we will refund to the original form of payment or issue you an amount discount code for use on a future purchase.

Returned to Sender & Refused Packages

This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of a discount code minus the initial shipping charge. 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 (valid for one month) to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

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.

Reserved Rights Regarding Returns

JewelClues and it's affiliates reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

• An irregular or excessive returns history indicative of "stocking" or “wardrobing;”
• An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
• Potential fraudulent or criminal activity.

Similarly, JewelClues reserves the right to refuse service to any customer or entity, due to similar actions as noted above.

Non-JewelClues items sent to our Distribution Center will be discarded upon receipt.

Stocking, Wardrobing & Excessive Returns

Our Customer Protection Team handles situations in which a customer’s return history may be indicative of fraudulent activity or stocking or wardrobing. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare, and comfort of all customers across the globe.

Final Sale Items

All items with prices ending in cents eg $ 9.01, 29.96, .97, or .98  etc are considered Final Sale and cannot be returned for store credit. Bodysuits, swimwear, undergarments, beauty products, cosmetics, jewelry, accessories, and "Party Wear" (such as Halloween costumes) are also considered Final Sale and non-returnable.

Note: Should you choose to return a Final Sale item, JewelClues reserves the right to apply a 70% restocking fee so long as the item is sent back in accordance with our Return Policy and is in resalable condition.

Exchanges

To make exchanges fast and easy, we create a new order for the exchange item you'd like to receive. When the order is created, you are asked to provide a method of payment that will be charged at that time. 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). In case of Made to Order items - a period of up to 30 days is required to tailor new item and a restocking fee may be charged. All exchange items are sent through No Rush free shipping only. 

Damaged Items

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 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.

Defective, Incorrect, or Missing Items

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 two (2) days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.

Returns Mail

Create a return note with order number and include it in your return package. If the return reach us without proper details, your return may experience delays in processing. Kindly note that if you neglect to include the correct Order Number on the return package, we will be unable to process your return. Additionally, multiple order returns must be accompanied by separate return notes for each order.

Alternatively, you may use the packing slip(s) provided with your order(s) to return; simply mark your packing slip and include the appropriate Return Reason next to the item indicated on the packing slip.

Pack your item(s) securely in the original product packaging. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unused, unworn, unaltered and unwashed. 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 resale-able condition.

All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return along with a tracking number and insurance, as we are not responsible for lost or stolen packages.

Send your package to:

Jewelclues Returns
Att: Lorelyn
#R1 213 SIP AVENUE
Jersey City, NJ 07306 USA

 

Refunds

Refunds will be made to original payment method or in the form of a JewelClues Discount Code once your return item(s) package is received and processed at our Distribution Center. Please allow up to 5-7 business days for our Returns Department to process your return once delivered. Your refund or discount code covers the purchase price of each item and tax, if applicable. JewelClues does not issue refund for the original shipping charges. In case, original shipping was Free of charge, JewelClues reserve the right to charge flat $25 per item return. 

Made to order items are only refunded in form of store credit. 

Stale Returns

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 / warehouse after 14 days are considered to be “stale” returns. 

Stale returns will be disposed / discarded by Jewelclues or you can pay $25 flat fee + shipping fee to get the returned item shipped back to you.

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 of value (30 days validity) will be issued to you by email following our normal returns procedure.