Refund policy

Refund Policy - Julian Jewelry

At Julian Jewelry, we are committed to providing high-quality jewelry and a seamless shopping experience. To ensure fairness and efficiency in processing claims with our global fulfillment partners, we adhere to the following refund and return policy:

1. Claim Window

To be eligible for a resolution, please inspect your package immediately upon arrival and contact us within the following timeframes:

Damaged, Defective, or Incorrect Items: Within 5 days of the delivery date (as shown by the tracking status).
Non-receipt (Lost Packages): Within 30 days of the shipping date if there have been no tracking updates.

2. Mandatory Evidence for Claims

To process a refund or reshipment, you must provide the following via email at julianjewelry85@gmail.com:

Photo of the Shipping Label: A clear photo of the original shipping label attached to the package, showing the tracking number and logistics information.
Product Photos/Videos: Clear visual evidence of the damage, defect, or the incorrect item received.

Please Note: We cannot process any refund or replacement without a clear photo of the original shipping label, as this is required by our fulfillment center to verify the claim.

3. Eligible Cases for Refund or Reshipment

We will take full responsibility for a 100% refund or a free replacement in the following scenarios:

The item arrives broken, damaged, or unusable due to manufacturing or transit issues.
The wrong item, color, or size was sent.
The package is officially confirmed as "lost" by the carrier (no tracking updates for more than 30 days).

4. Non-Refundable Situations

Due to the nature of international shipping and custom-made products, we cannot offer refunds in these cases:

Incorrect Shipping Address: If the customer provides an inaccurate or incomplete address.
Change of Mind: We do not accept returns or refunds if you simply decide you no longer want the item after it has been shipped.
Personalized/Custom Items (POD): Custom-made jewelry (names, initials, etc.) cannot be returned or refunded unless there is a clear manufacturing defect.

5. Return Process

Please do not send items back to the manufacturer's address listed on the package. This is a warehouse address and is not equipped to process individual returns.

All returns must be pre-approved by our support team.
If a return is granted for reasons other than a manufacturing error, the customer will be responsible for the return shipping costs.