FAQs

This FAQ page applies to all purchases and services offered via mejurijewelry.net. It complements our Terms of Service and Privacy Policy. If you have any unresolved questions after reading this information, please reach out to our customer support team by email. Please include your order number for faster assistance.

1. Why are our prices much lower than the market price?

We provide a professional procurement service, sourcing items on behalf of our customers. We maintain strict quality control standards for every piece of jewelry before shipment. We offer a quality guarantee valid for 10 calendar days starting from the date you receive your order. If you receive items with manufacturing or material quality defects that are not caused by human error, improper use, or accidental external damage, you may submit a request for return or exchange.

Please note: This quality guarantee does not cover normal wear and tear, scratches from daily use, damage caused by improper storage, chemical exposure, or damage from accidental impact.

2. What are your return, exchange and refund policies?

If you are unsatisfied with your received item, please first take clear photos of the product, packaging, and any defects, then send these photos to our customer service email for verification. All return and exchange requests must be submitted within 10 days after delivery. Once we receive and complete our official inspection of the returned goods, we will process your exchange. We reserve the right to reject all return and exchange requests if there is clear evidence that the jewelry has been worn outside, shows obvious wear marks, or the original packaging is missing or severely damaged. We recommend trying jewelry carefully and keeping it away from cosmetics, perfume and rough surfaces to avoid scratches. Refunds will be processed using the original payment method and may take up to 7 working days after we receive and inspect your returned package. The final posting time of the refund also depends on the processing speed of your payment provider. If the items you received have quality defects or incorrect sizing issues, you will be responsible for the return shipping costs. In addition, a 30% processing fee of the total payment amount will be deducted from your refund.

Important: All returns require a pre-approved RMA (Return Merchandise Authorization) number from our support team. Packages sent back without a valid RMA number will not be accepted and will be returned to you at your cost.

3. Order cancellation and refund rules

If you wish to cancel your placed order and request a refund, a 10% deduction of the total payment amount will apply. This deduction covers non-refundable credit card processing fees charged by payment institutions, which are incurred the moment a transaction is initiated. Cancellation is only available before the package is handed over to the shipping carrier. Once your order has been dispatched, direct cancellation is no longer possible, and you will need to follow our standard return process after receiving the parcel. We will send you a cancellation confirmation email once your request is approved. Refunds after successful cancellation usually take 5–14 working days to reflect in your account, depending on your bank or credit card issuer.

4. What do I need to receive my package?

The courier may ask you to present a valid government-issued photo ID to verify your identity upon delivery to your residential address. Please double-check your shipping address, contact number and postal code carefully during checkout. If your delivery address has been changed or contains incorrect information, the courier company will attempt to call you to confirm details. If the parcel cannot be delivered successfully due to an invalid address and is sent back to our warehouse, additional shipping and handling fees will apply for re-delivery. If you are not home when delivery is attempted, your package may be left at a local parcel shop or with a neighbor. You will receive a delivery notification with pickup instructions.

5. Are the product photos accurate?

All product photographs displayed on our website are taken independently by our team. Minor color differences between the online images and the actual jewelry may occur due to lighting conditions during shooting, different screen brightness, color calibration and display settings of electronic devices. These slight color variations are not considered quality defects. We encourage you to read the full product description, material introduction and size guide carefully before adding items to your shopping cart. If you have questions about color, stone size or metal finish before purchasing, you can contact our customer service for extra reference photos.

6. How long is the delivery time?

After your payment is confirmed, the standard delivery window is 7–14 working days. We offer worldwide free shipping for all eligible orders. This is an estimated delivery timeframe and not a legally guaranteed delivery date. Delays may happen during peak shopping seasons, public holidays, customs clearance inspections, or due to unexpected disruptions from logistics partners. If your tracking status shows no update for more than 10 working days, please contact us with your order number and tracking number, and we will help you investigate the shipment status.

7. How can I track my order?

We will send your unique tracking number to your registered email address within 24 to 36 hours after we confirm receipt of your payment. You can use this tracking number to monitor the shipment progress on the official website of the logistics provider. Please check your spam or junk email folder if you cannot find the tracking notification email. Logistics platforms sometimes delay status updates for 2–3 business days, especially for international shipments.

8. How do I register and complete payment?

You may shop with a registered account or use guest checkout without creating an account. The step-by-step ordering process is as follows:

1. Fill in all required information, including your full name, street address, city, zip code, phone number and state. After completing the form, click the “Submit” button to finish registration. This step is skipped for guest checkout.
2. Click “Continue” to return to our shop page. Browse and select your favorite jewelry items, then click “Add to Cart” to move to the purchase information page.
3. Click “Go to Checkout”. Review and edit your shipping address, and confirm your shipping method (Free Shipping).
4. Enter your coupon code if you have one, then select your preferred payment method.
5. Click “Continue Checkout” to confirm your order. The page will redirect securely to the payment gateway operated by our credit card payment processor. After your payment is successful, you will receive an order confirmation email with your unique order number. Keep this email for future inquiries about returns, exchanges or tracking.

9. Is credit card payment secure?

Our credit card payment system follows the same security standards as PayPal. All card data is processed through encrypted, certified third-party payment gateways. We do not store your full credit card details on our servers and cannot access your complete card information. If you encounter any payment-related issues, such as unauthorized charges or transaction failures, please first contact your credit card issuer directly for details.

10. Why would a payment be declined?

Sometimes a payment attempt is rejected even if you believe your card is valid. Common reasons for declined transactions include:

1. Incorrect payment details entered, such as wrong card number, expiration date or security CVV code.
2. Your issuing bank blocks cross-border online transactions for security reasons.
3. Your available credit limit or account balance is insufficient to cover the order amount.
4. Your bank has triggered an anti-fraud security hold for unfamiliar overseas merchants. If your payment fails, please verify the above information, or try a different payment method. Unpaid orders will automatically expire and be cancelled after 24 hours.

11. Why is the amount charged on my card different from the product price listed on the website?

Credit card networks and your issuing bank may charge additional cross-border transaction fees and currency conversion fees. Exchange rate fluctuations at the time of settlement will also change the final charged amount shown on your bank statement. These extra fees are not collected by our store. They are set and charged independently by your credit card network and issuing bank. If you have questions about these extra charges, please reach out directly to your bank for clarification.

12. How do I book an in-store styling appointment?

In-Store Styling appointments can be booked via mejurijewelry.net. Our appointment calendar is updated in real time. If you do not find any available slots for your preferred date and time, please come back later to check newly released openings. You can cancel or reschedule your appointment anytime through the booking confirmation email you receive, with no cancellation fee. We will also send a reminder email ahead of your scheduled appointment. You may adjust or cancel your booking from this reminder email if your plans change.

13. How does the in-store styling appointment process work?

Choose a date and time that suits your schedule, complete our intake form, and submit your booking request. We will send a confirmation email with the store location, arrival tips and appointment rules. Each styling appointment lasts approximately 30 minutes. We suggest arriving 5 minutes early so you can settle in before your session starts. Every store has a dedicated styling zone marked with signage. When you arrive, check in with our on-site team member. We operate a 10-minute grace period policy. If you arrive more than 10 minutes after your scheduled start time, we will not be able to accommodate your styling session, and your appointment will be cancelled.

14. What topics can I cover during an in-store styling appointment?

Our professional stylists can assist you with nearly all product-related questions. Whether you are shopping for your first fine jewelry piece, expanding your existing collection, or looking for a meaningful gift for anniversaries, birthdays and other special occasions, our stylists will share personalized advice. They will teach you stacking techniques, help you choose the correct ring size, and walk you through jewelry care guidance tailored to your style and daily lifestyle.

15. How will the jewelry be presented during my appointment?

Our stylists will bring out selected pieces for you to view and try on. You are welcome to test different combinations and find your ideal stacking set. Our team will guide you on how different metals, gemstones and chain styles look together.

16. What jewelry will be shown during my styling appointment?

Our full jewelry collection is available to view during your session, including our latest Monday drop releases and all-time best-selling designs. Before your appointment, our team will prepare a personalized selection based on the preferences you submit in the intake form, your existing jewelry collection, favorite materials and preferred style.

17. What health and safety measures are implemented in physical stores?

The health and safety of our customers and team members remains our highest priority. We follow all the latest local health and safety regulations set by the province or state where each store is located, and our stores hold valid approvals for operation from local health authorities. Between every customer appointment, all surfaces in the styling area, display trays, and jewelry pieces are thoroughly sanitized. Our team maintains regular hand hygiene protocols. If you feel unwell on the day of your booking, you may reschedule your appointment for another time.