Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked

questions about our company, products/services, policies, and more

When will my order be shipped?

We aim to process and ship your order within 1-2 business days after it is placed. Custom or personalized jewelry orders may take longer due to the craftsmanship involved. Once shipped, you will receive a confirmation email with tracking details.

How will I know if my order was placed successfully?

Once your order is successfully placed, you will receive a confirmation email with your order details. If you do not receive this email within a few minutes, please check your spam or junk folder.

How will you keep me informed about the status of my order?

We will keep you updated via email at every stage of your order. You will receive notifications when your order is confirmed, processed, and dispatched. Additionally, you can log in to your Jawa Jewelers account to check the status of your order at any time.

Is it possible to modify or cancel my order?

Yes, if you need to modify or cancel your order, please contact our customer service team as soon as possible. Once an order has been processed or shipped, modifications may not be possible.

I haven’t received a confirmation email for my order placement. What should I do?

If you haven’t received a confirmation email, please check your spam or junk folder. If it’s not there, kindly reach out to our customer support with your name and order details so we can assist you.

Why haven’t I received a notification email that my order has been shipped?

Shipping confirmation emails are sent out as soon as your order is dispatched. If you haven’t received one, please check your spam folder. If you still can't find it, contact our support team to verify the status of your shipment.

Can I place an order via phone?

Yes, absolutely! You can place an order by calling our customer service team. We are happy to assist you with placing your order over the phone.

Why was my order canceled?

Orders may be canceled due to payment authorization issues, incorrect information, or out-of-stock items. If your order was canceled, you will receive an email notification explaining the reason. Please contact us if you have any questions.

Can I add more items to an existing order?

If your order has not yet been processed, we may be able to add items for you. Please contact our customer service team as soon as possible to request changes. Once an order is processed or shipped, we are unable to make modifications.

If my order is a gift, can you remove the pricing details from the package?

Yes, we can exclude any pricing information from your package if it’s a gift. Please select the “Gift” option during checkout or inform our team when placing your order.

Do I need to create an account to complete a purchase?

No, you can checkout as a guest. However, creating an account allows you to save your details for future purchases, track your orders, and access exclusive offers.

What happens if I check out using my Gmail or Facebook account?

If you choose to checkout using your Gmail or Facebook account, a secure account will be created automatically, allowing for faster checkouts in the future. Your personal data remains protected and confidential.

I’m encountering issues while trying to place my order. Can you help?

If you’re experiencing any difficulties while placing an order, please contact our customer service team immediately via phone or email. We are here to assist you and ensure a smooth shopping experience.

Can I change the delivery address after placing my order?

If you need to update the delivery address, please contact our customer service team as soon as possible. We can make changes only if the order has not yet been dispatched. Once shipped, the address cannot be modified.

How do I check the status of my order?

You can track your order status by logging into your Jawa Jewelers account or by using the tracking link provided in your shipping confirmation email. If you have any questions, feel free to reach out to our support team.

What should I do if my order hasn’t arrived on time?

If your order is delayed, please check the tracking information first. If it shows no updates or if the delivery timeframe has passed, contact our customer service for further assistance.

Can I pre-order items that are out of stock?

Yes, you can pre-order selected items that are currently out of stock. Please contact our customer support to confirm availability and expected restock dates.

What if the item I received is damaged or incorrect?

If your order arrives damaged or incorrect, please get in touch with our customer service team immediately. We will arrange for a replacement or a return, ensuring you receive the correct item promptly.

Can I request a specific delivery date for my order?

We currently do not offer a guaranteed delivery date. However, you can reach out to our support team to request a preferred delivery window, and we will do our best to accommodate your request.

How do I apply a discount code to my order?

During checkout, you will see a field labeled “Discount Code.” Enter your code there, and the discount will be applied to your total before you proceed to payment.

What if I accidentally placed duplicate orders?

If you suspect that you have placed duplicate orders, please contact our customer support immediately. We can cancel the duplicate order if it has not yet been processed.

Can I schedule my delivery for a specific time slot?

While we do not offer specific time-slot scheduling, our delivery partners typically provide an estimated delivery window on the day of delivery.

What happens if I am not home to receive my package?

If you are not available at the time of delivery, the courier will leave a notice with instructions for redelivery or collection from a nearby location.

Can I place a bulk order for multiple items?

Yes, we welcome bulk orders! Please contact our sales team for special pricing, availability, and processing time for large orders.

Do you offer gift wrapping services for orders?

Absolutely! We offer complimentary gift wrapping upon request. Simply select the gift wrapping option during checkout, and we'll package your items beautifully.

What should I do if I entered the wrong email address?

If you entered an incorrect email address, please contact our support team as soon as possible so we can update it and ensure you receive all order-related notifications.

How can I reorder a previous purchase?

To reorder a previous purchase, simply log in to your Jawa Jewelers account, go to your order history, and select the items you wish to reorder. You can also contact our support team for assistance.

Can you deliver to PO Box or BFPO addresses?

Unfortunately, we are currently unable to deliver to PO Box or BFPO addresses. Please provide a physical address to ensure successful delivery.

Do you offer international shipping beyond the USA?

Yes, we do ship internationally! However, please note that shipping times and costs may vary depending on the destination. You can check the available options during checkout or contact our customer support for more details.

What should I do if my order hasn’t arrived?

If your order hasn’t arrived within the expected delivery window, please first check the tracking information sent to your email. If there are no updates, contact our customer service team, and we’ll assist you in locating your package.

Which delivery options are available?

We offer several shipping options, including standard, expedited, and express delivery. During checkout, you can select the service that best suits your needs.

My order arrived with missing items, what should I do?

If any items are missing from your order, please contact us immediately with your order number. We will resolve the issue promptly and ensure you receive the missing items.

When can I expect my order to arrive?

Delivery times depend on the shipping option selected. Standard shipping typically takes 5-7 business days within the USA, while expedited options are faster. You will receive an estimated delivery date upon checkout.

Is it possible to change the delivery address for my order?

Yes, if your order hasn’t been shipped yet, we can update the delivery address. Please reach out to our customer support as soon as possible with the new address details.

I received an incorrect item, what steps should I take?

If you received the wrong item, please contact our customer service team with your order details. We will arrange a return and send you the correct item at no additional cost.

How will my package be wrapped for delivery?

All orders are elegantly packaged in our signature gift box to ensure a luxurious unboxing experience. If your purchase is a gift, you can also request additional gift wrapping during checkout.

Can I schedule a specific delivery date and time for my order?

Currently, we do not guarantee specific delivery dates and times, but you can reach out to our customer support team to request a preferred delivery window. We will do our best to accommodate your request.

Do you offer same-day or next-day delivery?

We next-day delivery. However, we do provide expedited shipping options for faster delivery. Please check the available options during checkout.

Will I need to sign for my package upon delivery?

Yes, for security purposes, some orders may require a signature upon delivery. This ensures that your valuable items are delivered safely to you.

Can I change the delivery method after placing my order?

Once your order has been processed, it may not be possible to change the delivery method. However, please contact our customer service team immediately, and we will do our best to assist you.

What if my package is delayed due to weather or unforeseen circumstances?

While we strive to ensure timely deliveries, delays may occur due to weather conditions or other unforeseen events. If your package is delayed, we will keep you informed via email updates.

Can I track my package in real-time?

Yes, once your order is shipped, you will receive a tracking number via email. You can use this number to monitor your package in real-time through the courier’s website.

What happens if my package is lost during delivery?

If your package appears to be lost, please contact our customer service team as soon as possible. We will work with the courier to investigate the issue and ensure a resolution.

Do you offer weekend or holiday deliveries?

Yes, we offer weekend deliveries in select areas, but availability may vary based on the courier service. Please check during checkout if this option is available for your location.

Can I pick up my order from your store or a local warehouse?

Currently, we do not offer in-store or warehouse pick-up options. All orders are shipped directly to the address provided at checkout.

Will I be charged extra for deliveries to remote areas?

In some cases, deliveries to remote or less accessible areas may incur additional charges. You will be notified of any extra fees during the checkout process.

How will I be notified once my package has been delivered?

You will receive a notification email once your package has been delivered. Please check your inbox for updates and tracking information.

What should I do if my package was marked as delivered, but I haven’t received it?

If your tracking information indicates that your package was delivered, but you have not received it, please check with neighbors or your building management first. If you still cannot locate the package, contact our customer support team for assistance.

Can I delay my delivery if I will not be home?

Yes, if you need to delay your delivery, please contact the courier directly with your tracking number to request a rescheduled delivery date.

Is contactless delivery available?

Yes, we offer contactless delivery to ensure your safety. Simply inform the courier of your preference or leave instructions during the checkout process.

What is your policy on returns?

We accept returns within 30 days of purchase, provided that the items are in their original, unused condition with all packaging and tags intact. Custom or personalized items may not be eligible for returns. Please refer to our full returns policy on our website.

How do I go about returning an item?

To return an item, please contact our customer service team to initiate the process. We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to proceed.

Once I have an RMA number, how can I send the item back?

After receiving your RMA number, you can return the item using a courier of your choice or through our preferred return shipping service. Ensure that the package is securely packed to prevent damage during transit.

Can you arrange a collection for my return if I am unable to leave my home?

Yes, if you are unable to leave your home, we can help arrange a collection service. Please contact our customer support to schedule a pick-up at your convenience.

How will I be notified once my return or exchange has been received?

Once we receive your return or exchange, we will send you a confirmation email to notify you that your package has been processed.

How long does it take to process a return?

Returns are typically processed within 5-7 business days after we receive the item. We will send you a notification once the return has been completed.

When can I expect my refund?

Refunds are usually issued within 7-10 business days after your return is processed. The funds will be credited to the original payment method used for your purchase.

How can I exchange an item for a different one?

To exchange an item, please contact our customer service team to receive an RMA number. Once we receive your return, you can place a new order for the replacement item.

How long will it take for my replacement item to be dispatched after you've received my exchange?

Once we receive your returned item, we will dispatch your replacement within 3-5 business days. You will receive a tracking number once your replacement has shipped.

What should I do if I was sent the wrong product?

If you received an incorrect item, please contact our customer support immediately. We will arrange for a return and ensure you receive the correct product promptly.

What should I do if my items arrived damaged or defective?

In case your items are damaged or defective, please reach out to our customer service team right away. We will assist you with a return or exchange and resolve the issue as quickly as possible.

Are altered items eligible for returns?

Unfortunately, we cannot accept returns for items that have been altered, customized, or personalized, as these are tailored specifically for you. Please review your order details carefully before confirming.

Can I return a sale or discounted item?

Yes, sale or discounted items can be returned, unless specified as "final sale." Please check the product page for specific return eligibility.

What if I received a gift and want to return or exchange it?

If you received an item as a gift, you can return or exchange it using the order number. We will issue store credit or an exchange if preferred, but not a refund to the original purchaser.

Will I be charged a fee for returning an item?

We do not charge a restocking fee, but return shipping costs may apply unless the return is due to our error (e.g., wrong or defective item).

Can I return multiple items in one package?

Yes, you can return multiple items in one package. Please ensure each item is properly labeled with its respective RMA number for faster processing.

Do you offer free returns?

Currently, we do not offer free returns. Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item sent by us.

What if I lost the original packaging?

You can still return your item if the original packaging is missing, as long as the item is in its original condition. Please use secure packaging to prevent damage during transit.

Can I change my refund method?

Yes, you can request store credit instead of a refund to your original payment method. Please inform our customer service team when initiating the return.

What happens if my return is lost in transit?

If your return package is lost in transit, please contact the courier with your tracking number. Unfortunately, we cannot issue a refund until we receive the returned item.

How do I check the status of my return?

You can track the status of your return by logging into your Jawa Jewelers account or by contacting our customer service team for updates.

Can I cancel a return request after it has been submitted?

Yes, you can cancel your return request if the item has not yet been shipped back to us. Please contact customer support as soon as possible to cancel.

How do I package delicate jewelry for returns?

Please use the original packaging or similar secure packaging materials to protect delicate items during shipping. Ensure the jewelry is cushioned to prevent damage.

What if my return request was denied?

If your return request is denied, it may be due to the item not meeting our return policy criteria (e.g., worn, altered, or damaged items). You may still contact our support team for further assistance.

Can I return an item if I am no longer in the country where I purchased it?

Yes, you can still return the item, but you will be responsible for the international shipping fees. Please contact our customer support for the return address and instructions.

How long do I have to report a damaged or incorrect item?

Please report any damaged or incorrect items within 7 days of receiving your order. Contact customer service with photos and details for a prompt resolution.

Can I return an item if I’ve worn it?

We accept returns only for unworn and unused items with all original tags attached. If the item shows signs of wear, it may not be eligible for a refund.

Will my original shipping fee be refunded if I return my order?

Original shipping fees are non-refundable unless the return is due to an error on our part (e.g., wrong or defective item sent).

What payment options are available?

We accept major credit and debit cards, PayPal, and other secure online payment methods. During checkout, you’ll see all the available options.

Do I need to set up an account with Opayo to use it?

No, you do not need to create an account with Opayo. You can simply enter your payment details at checkout, and the system will handle the rest securely.

Are there any extra charges when using Opayo for payments?

No, we do not charge any additional fees for using Opayo. The amount you see at checkout is the total you will pay.

How secure is Opayo for processing my payment?

Opayo uses advanced encryption technology to keep your payment details safe. Your information is protected at all stages of the transaction.

Why did my payment not go through successfully?

If your payment didn’t complete, please check that your card details are correct and that your bank hasn’t blocked the transaction. You can also try using a different payment method.

I received a message saying, “Payment successful, but order not created.” What does this mean?

This usually happens due to a technical glitch. Your payment has been received, but the order wasn’t finalized. Please contact our customer support to resolve this issue.

Why was my payment declined?

There are various reasons why a payment may be declined, such as insufficient funds, incorrect card details, or a security block from your bank. Please check with your bank for more information.

What is 3D Secure, and how does it protect my payments?

3D Secure is an additional layer of authentication for online transactions. It verifies your identity with your bank to ensure your payment is safe.

Can I place an order by phone instead of online?

Yes, you can place an order over the phone. Simply call our customer service team, and they will assist you in completing your purchase.

When will my credit or debit card be charged?

Your card will be charged at the time of purchase. If there are any issues with your payment, we will notify you immediately.

How long does it take to process refunds?

Refunds are usually processed within 5-10 business days, depending on your bank or payment provider. We will notify you once the refund is initiated.

Can I use multiple payment methods for one order?

At this time, we only accept one payment method per transaction. Please choose the option that best suits your needs.

Is it possible to save my card details for future orders?

Yes, you can securely save your card details for faster checkouts in the future. Your information will be stored securely and encrypted.

Do you offer financing or payment plans?

Currently, we do not offer financing options. However, we are exploring additional payment methods to enhance your shopping experience.

Will I receive an invoice for my payment?

Yes, an invoice will be emailed to you after your payment is successfully completed. You can also access it in your account.

What should I do if I am double-charged for my order?

If you believe you were charged twice, please contact our customer support team immediately, and we will resolve the issue as soon as possible.

Can I change my payment method after placing my order?

If your order has not been processed yet, you can change the payment method by contacting our support team.

Is there a fee to create an account?

No, registering an account with us is completely free of charge.

What advantages do I get by signing up for an account?

By registering, you can enjoy faster checkouts, track your orders, save multiple addresses, and gain access to exclusive offers and discounts.

How can I set up an account?

Simply click on the "Register" button at the top of our website, fill in your details, and follow the prompts to create your account.

What’s the best way to create a strong password?

Choose a password that is at least 8 characters long, combining uppercase letters, lowercase letters, numbers, and special symbols for added security.

What’s the process for logging into my account?

To log in, click the "Login" button on our website, enter your registered email address and password, and you’re good to go.

Do I need to sign up for an account to place an order?

No, you can complete your purchase as a guest. However, creating an account allows you to save your details for future orders and track your purchase history.

Can I delete my account if I no longer want it?

Yes, you can request to delete your account by contacting our customer support team. Please note that once deleted, your data will be permanently removed.

What should I do if I forget my password?

Click on the “Forgot Password” link on the login page, enter your email, and follow the instructions to reset your password.

How can I update my account details?

Log in to your account and go to the "Account Settings" section where you can update your email, password, and other personal information.

Will my account information be secure?

Absolutely! We use advanced encryption and security protocols to protect your personal information.

Can I save multiple addresses in my account?

Yes, you can save multiple shipping addresses to make future checkouts faster and easier.

How do I subscribe or unsubscribe from email newsletters?

What should I do if I’m having trouble accessing my account?

If you’re having difficulty logging in, try resetting your password or contact our customer service team for assistance.

Can I link my account with my social media profiles for easy login?

Yes, you can link your account to your Google or Facebook profile for a quicker login experience.

How can I check my order history?

What types of products do you offer?

We specialize in luxury, handcrafted jewelry, including rings, necklaces, bracelets, and custom designs. Each piece is created with the highest quality materials and craftsmanship.

Can I request a custom jewelry design?

Yes, we offer personalized jewelry design services. Please contact us for a consultation to discuss your vision and requirements.

Do you offer gift cards?

Yes, we provide gift cards in various amounts, which can be purchased online and used for any product on our website.

How do I know if an item is in stock?

All in-stock items are clearly labeled on our website. If a product is temporarily out of stock, it will be noted on the product page, along with an estimated restock date.

What are your accepted forms of payment?

We accept major credit cards, PayPal, and other secure online payment methods. Please see our “Payment” section for full details.

How do I subscribe to your newsletter?

You can subscribe to our newsletter by entering your email in the subscription box at the bottom of our website. Stay updated on new arrivals, exclusive offers, and more.

Are your products ethically sourced?

Yes, we prioritize ethical sourcing and sustainability in all our materials. Our diamonds and gemstones are sourced from suppliers who adhere to strict ethical guidelines.

Can I get an item engraved?

Yes, we offer engraving services on select pieces. Please contact us for more information on engraving options and pricing.

Do you have a warranty on your products?

Yes, all of our jewelry comes with a one-year warranty that covers manufacturing defects. Please see our “Warranty” section for more details.

How do I care for my jewelry?

To keep your jewelry looking its best, avoid contact with harsh chemicals and store it in a dry place. For more tips, check our “Jewelry Care” guide on the website.

Can I track my order online?

Yes, once your order has been shipped, you will receive a tracking number via email. Use this number to monitor the status of your delivery.

Do you offer corporate or bulk discounts?

Yes, we offer discounts for bulk or corporate orders. Please contact our sales team to discuss your needs.

Is your packaging eco-friendly?

We are committed to sustainability and use eco-friendly packaging materials whenever possible.

What is your policy on price adjustments?

If an item you purchased goes on sale within 14 days of your purchase date, we may offer a price adjustment. Please contact customer service for assistance.

Can I request a certificate of authenticity?

Yes, we provide a certificate of authenticity for all our diamond and gemstone jewelry upon request.

How can I get in touch with your team?

You can reach us via email, phone, or through our online contact form on the website. Please visit the "Contact Us" page for all the details.

What are your business hours?

Our customer service team is available Monday to Friday, from 9 AM to 6 PM (EST). We are closed on weekends and public holidays.

How long will it take for me to receive a response if I contact you via email or the online form?

We aim to respond to all inquiries within 24-48 hours. However, during busy periods, it may take a bit longer.

Do you offer support through live chat?

Yes, we have a live chat feature on our website that is available during our business hours for quick assistance.

Is there a phone number I can call for immediate support?

Yes, you can call our customer service hotline at +1-800-711-0328. Our team is ready to assist you during business hours.

Can I reach out to you via social media?

Absolutely! You can send us a message on our official social media pages, and we'll respond as quickly as possible.

What should I do if I have an urgent query outside of your business hours?

If you have an urgent issue outside of our trading hours, please send an email or leave a message via our contact form. We will prioritize your query as soon as we’re back in the office.

Do you have a physical store or showroom I can visit?

Yes, we have a showroom located various cities in USA. Please contact us to schedule an appointment on our store locator page.

Can I book a consultation for custom jewelry design?

Yes, you can book a personalized consultation by contacting us through the phone or our online form. We will arrange a time that suits you.

How do I provide feedback or file a complaint?

We value your feedback! Please email us at [your contact email] or use the online form, and we will address your concerns promptly.

What should I do if I haven’t received a reply within the expected time frame?

If you haven’t heard back within 48 hours, please check your spam folder or follow up with us via phone to ensure your query was received.