FAQ

Order Confirmation

Once you’ve completed your purchase, we will send you an Order Confirmation email.

Please check your junk mail or spam folders if you can’t find it. Otherwise, contact customer service via our email and we will be able to re-send your confirmation email to you for your reference.


Do I Have to Pay Duties?

Shipments from all of our warehouses are delivered duty-unpaid. Therefore, any and all customs or import duties are charged once the parcel reaches its destination country. If any, these charges must be paid by the customers. Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations, Jouer cannot declare purchased items as a gift or list an amount that lower than the actual product price.


Can I Cancel My Order?

Once an order is shipped we are unable to make any changes or cancel your orders.

You can return your order once you have received it, please find further details in our Return policy


What Should I do If There's Something Wrong with My Order?

Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures if there is any damage: hi@jouerjewelry.com 

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