Shipping
Where do you ship?
We ship worldwide and offer UPS and FedEx standard shipping. Please note that we require a signature upon delivery.
What does shipping cost?
Delivery is complimentary for all orders.
I haven’t received my package. How can I track my order?
You can track your package with UPS or FedEx. If you see any issue with your delivery, please contact our support team at order@janetjabez.com and we will get on the case.
How is my order packaged?
We ship using secure, non-descript packaging material. Inside, you'll see Janet Jabez's elegantly branded gift packaging - ideal for gifting or personal storage.
I'm giving this as a gift. What are my options as I place my order?
For that extra personal touch, we recommend personalized engraving. It's available on most of our rings and all engraving-friendly items. You may also request a gift receipt.
What are the duties and taxes?
You are responsible for the duties and taxes. Customs will contact you if you owe additional taxes and duties.
Merchandise Returns/Exchange
Jewellry Return Policy
Merchandise will be available for refund or exchange (excluding any shipping charges) providing it is returned in the same saleable condition as when purchased, within 30 days of the date of purchase and if accompanied by the original sales receipt. Janet Jabez reserves the right to reject any returns that do not meet the conditions specified above. In such case, we will return these items to you. If items are found faulty or defective, it should be returned in their original packaging. Items with special order or request are not returnable.
The following exclusions that will not be accepted as a manufacturing defect and applied to the return and refund policy include:
- Precious metals change of color due to exposure from chemicals, used while swimming and hot tubs or bathing.
- Any items with bent prongs due to daily wear and requiring a refurbishment.
- Due to daily wear, stones to fall out as prongs get worn out.
- Missing stones or lost stones due to daily wear or any kinds of damage
- Any special orders, engraved items are not returnable or refundable.
Refunds will be issued to the original form of tender and will be processed within 10 working days of the return.
How do I return an item?
At the time of your return request, we will send you a prepaid FedEx return label. Please include the copy of your original dispatch document inside the box, and make sure that all your personal details are filled on the dispatch. Make sure to receive a proof of postage from the courier office when you ship back your item. We will not be liable for any items that might be lost in transit or don’t arrive if you have chosen a different shipping method. All returns must be sent back as a single shipment. Please make sure to insure your jewelry for the value that was paid. You are responsible for the insurance fees of the return shipment.
We will be more than happy to assist you. Simply send us an email to order@janetjabez.com and we will walk you through all the details.
How long will it take Janet Jabez to process my merchandise return?
On the average, about 4-5 business days from the time we received your item, enter it into our system, and pass it along to our Quality Assurance department (roughly 24 hours, Monday-Friday). For returned items, please allow an additional 2-3 days before the outbound package is shipped.
I am expecting my returned item to be replaced. How long does it take to reach me?
Once your return is processed allow 2-3 business days to receive the outbound package. On its shipping date, expect a confirmation e-mail no later than 5 P.M. HKT.
Will I be notified during the merchandise returns process?
Yes. Once your package arrives at Janet Jabez, it takes 1-2 business days before you receive an e-mail alerting you that your return is being processed.
Will I be refunded the full amount I paid?
Items approved for return, we will refund back within a week once it is approved. The item will be refunded to your original payment method. It may take 10 days for your designated banks to post the funds to your account. For PayPal, it takes around 2 weeks for the refund to be processed to your account. Items with special order or request are not refundable.