Returns and Exchanges
We apologise if you've received a defective item.
Demi-Fine Jewellery
- Defective purchases can be returned for a Gift Card or exchanged for another of the same or similar product in value online within 7 days of receipt.
- To facilitate an exchange or return, please drop us an email at hello@justinejewellery.com. We will respond to your query within 3 business days. In your email, please include the following details:
- Order Reference Number
- Name of the item purchased
- Picture of the defect
- Reason for return / exchange
- Upon receiving your item, a confirmation will be sent to you within 14 business days. Items that are returned prior to contacting us will not be processed.
- In the event if the item is sold out, a Customer will be reimbursed via a Gift Card.
How will my returns be reimbursed to me?
You will receive the equivalent of your purchase in the form of a Gift Card.
- Gift voucher is non-exchangeable or transferable
- Gift voucher does not have an expiration date
- Upon receiving your item, a confirmation email will be sent to you and reimbursement will be carried out within 7 days.
Fine Jewellery
Personalised Jewellery
- Personalised jewellery is classified as jewellery where customisation / personalisation is available e.g. solid gold initial bracelets / necklaces.
- Please note that all personalised items are not eligible for exchanges or returns unless there are defects such as broken chains or visible dents at the time of receiving the parcel. All parcels are individually checked prior to shipping to ensure a high level of quality control.
- In the event if your personalised piece is defective, please reach out to us at hello@justinejewellery.com within 14 days of receiving your order and we will do our best to assist you.
- Prior to ordering personalised jewellery, we highly advise our customers to carry out their own measurements at home. In the event if you are unclear of your size, please reach out to us at hello@justinejewellery.com. Incorrect sizing of bracelets are not covered under the 14-day warranty and will incur additional costs. The process to resize a bracelet will take 4 - 6 weeks (this may vary during the festive periods from December - February).
- Shopping costs to us will be borne by the customer.
Non-Personalised Jewellery
- Non-personalised jewellery is classified as jewellery without customisation / personalised.
- Defective purchases such as loose / dropped stones, broken chains and visible dents may be returned for a Gift Card or exchanged for another of the same or similar product (that is available) in value online within 14 days of receipt. Exchanges or returns for purchases of fine jewellery can only be carried out once per item.
- Prior to ordering all fine jewellery, we highly encourage our customers to carry out their own measurements at home. In the event if you are unclear of your size, please reach out to us at hello@justinejewellery.com. Incorrect sizing of bracelets, necklaces or rings are not covered under the 14-day warranty. For exchanges or returns pertaining to non-defective reasons, customers will be required to bear the cost of courier costs.
- All exchanges and returns will be reviewed on an individual basis. Justine Jewellery reserves the right to reject an exchange or return should doubt be suspected.
- To facilitate an exchange or return, please drop us an email at hello@justinejewellery.com. We will respond to your query within 3 business days. In your email, please include the following details:
- Order Reference Number
- Name of the item purchased
- Picture of the defect
- Reason for return / exchange
- Upon receiving your item, a confirmation will be sent to you within 14 business days. Items that are returned prior to contacting us will not be processed.
- Any exchanges may take 6 - 8 weeks and is subject to availability.
- In the event if the item is sold out / no longer available, the customer will be reimbursed via a Gift Card.
- Shopping costs to us will be borne by the customer.