Jamesaves Customer Service Policy

At Jamesaves, we are committed to providing exceptional customer service and ensuring your experience with our handcrafted jewelry is seamless, satisfying, and trustworthy. This policy outlines our standards, procedures, and commitments to support you throughout your journey—from browsing our collection to post-purchase care.

1. Our Service Commitment

We strive to deliver:

  • Prompt Responsiveness: We aim to reply to all customer inquiries (via email, contact form, or social media) within 24-48 business hours (excluding weekends and major holidays).
  • Transparency: Clear, honest communication about our products, materials, shipping, and policies.
  • Personalized Support: Tailored assistance for custom orders, sizing questions, or post-purchase concerns.
  • Respect & Empathy: A customer-centric approach that prioritizes your needs and resolves issues fairly.

2. Order Inquiries & Tracking

2.1 Order Confirmation

Immediately after placing an order, you will receive a confirmation email at the address provided during checkout. This email includes your order number, item details, shipping address, and total amount paid. If you do not receive a confirmation within 2 hours, please check your spam folder or contact us at [email protected] with your name and purchase details.

2.2 Order Tracking

Once your order is shipped, we will send a shipping confirmation email with a unique tracking number (provided by our shipping partners, e.g., USPS, UPS, DHL). You can use this number to track your package’s status directly on the shipping carrier’s website. For international orders, tracking may take 1-2 business days to activate.

2.3 Order Modifications/Cancellations

We process orders quickly to ensure timely delivery, so order modifications (e.g., size, engraving, shipping address) or cancellations must be requested within 12 hours of placing your order by emailing us at [email protected] with your order number. After 12 hours, we cannot guarantee modifications or cancellations, as your item may already be in production (especially for custom or handcrafted pieces).

3. Shipping & Delivery

3.1 Shipping Times

  • Standard Domestic Shipping (U.S.): 3-5 business days after production.
  • Express Domestic Shipping (U.S.): 1-2 business days after production (available for an additional fee at checkout).
  • International Shipping: 7-14 business days (varies by country; customs delays may extend delivery time).
  • Production Time: Handcrafted items may require 3-7 business days of production before shipping (custom orders may take 1-2 weeks—we will specify timelines in your custom order confirmation).

3.2 Shipping Issues

If your package is delayed, lost, or damaged in transit:

  • For domestic orders: Contact us within 7 days of the expected delivery date. We will file a claim with the shipping carrier and assist with replacements or refunds (if the package is confirmed lost).
  • For international orders: Contact us within 14 days of the expected delivery date. Please note that customs fees, duties, or taxes are the responsibility of the recipient—Jamesaves is not liable for these charges.

4. Returns & Exchanges

We want you to love your Jamesaves jewelry. If you are not satisfied, we offer the following return/exchange policy:

4.1 Eligibility

  • Items must be returned within 30 days of delivery (based on tracking confirmation).
  • Items must be in unused, original condition (no signs of wear, damage, or alteration) and in their original packaging (with tags, if applicable).
  • Customized items (e.g., engraved jewelry, personalized designs) are non-returnable/non-exchangeable unless they arrive with a manufacturing defect.
  • Final sale items (marked “Final Sale” at checkout) are not eligible for returns or exchanges.

4.2 Return/Exchange Process

  1. Email us at [email protected] with your order number, reason for return/exchange, and photos (if the item is defective).
  2. We will review your request within 2 business days and send a Return Authorization (RA) number and prepaid shipping label (for domestic returns; international returns require the customer to cover shipping costs).
  3. Ship the item back to us within 7 days of receiving the RA number. Include the RA number on the package.
  4. Once we receive and inspect the item (3-5 business days after delivery to our warehouse), we will process:
  • Refunds: Issued to the original payment method within 5-7 business days. Shipping fees are non-refundable unless the return is due to our error (e.g., wrong item, defect).
  • Exchanges: Sent within 3-5 business days of inspection (standard shipping is free for exchanges).

4.3 Defective Items

If your jewelry arrives with a manufacturing defect (e.g., broken clasp, loose stone, incorrect engraving), contact us within 7 days of delivery with photos. We will provide a free replacement or full refund (including shipping costs) and cover return shipping.

5. Sizing & Customization Support

5.1 Sizing Assistance

We provide detailed sizing guides for rings, necklaces, and bracelets on each product page. If you need help determining your size, email us at [email protected]—we can share additional measurements or recommendations.

5.2 Custom Orders

For custom designs (e.g., personalized engravings, birthstone additions), we will send a digital proof (if applicable) for your approval before production. Once approved, changes cannot be made. If the final product does not match the approved proof, we will remake it at no cost.

6. Privacy & Security

We take your privacy seriously. All personal information (name, address, payment details) is encrypted and stored securely in compliance with GDPR and CCPA.

7. Contact Us

For any questions, concerns, or feedback, reach out to our customer service team:

We value your trust and are dedicated to making your Jamesaves experience unforgettable. Thank you for choosing our handcrafted jewelry—we’re honored to be part of your story.