Juwelo | FAQ


Why should I buy at Juwelo?

Juwelo is a mine-to-market jeweler. Our experts buy the gems, design the jewelry and manufacture the pieces at our factory in Thailand. Because there is no middleman, we can pass on big savings to our customers. We strive to make high quality gemstone jewelry available at affordable prices.

Are your gemstones authentic?

Absolutely! We stand by the authenticity of all of our gemstones. Please see the jewelry details page for more information about any of our pieces. You are always welcome to inquire about their origin or to address any concerns you might have with our jewelry.

Your jewelry sizes are in the metric system, how do I see the size in inches?

Our jewelry is made in Thailand and was, until now, exclusively available in Europe. Therefore our sizes are in millimeter. However, please see the calculator icon on the product description which will convert the size to inches for you. We apologize for the inconvenience.

When is payment charged to my credit or debit card?

Your card will be charged at the point of purchase, when you checkout.

What methods of payment do you accept?

We accept payments with the following credit cards: Mastercard, Visa, or American Express, .

Can I order by phone?

We are sorry but all orders must be made with either a credit card or Paypal through the online shop.

Do your prices include sales tax?

We only add sales tax for orders shipped within the state of Michigan.

Do you offer gift packaging?

Unfortunately, at this time, we do not offer gift packaging.

How much will shipping and handling cost me?

Shipping and Handling is $5.95. All orders over $50 ship for free.

Did you receive my order?

After placing your order, you will receive an order confirmation via email. If you did not receive this email, please contact our customer service team via phone or email.

How long will it take for me to get my order?

Shipping within the US should take only two to five business days.

How do you ship your orders?

We ship via US Postal Service serviced by our Fulfillment center in Michigan.

Do you ship outside of the US?

We apologize to our friends in other countries, but we're only shipping within the US.

My billing address is in Canada but I would like my order shipped in the US, will you be able to accommodate this?

Yes, we can!

Can I track my order's progress?

We will email you a tracking number as soon as we deliver your package.

I just submitted an order; can I change it?

Orders are processed as quickly as possible, and for this reason, it is difficult to guarantee any changes to an order once it has been submitted. If you need to cancel or change your order, please give us a call or email us right away and we will make every attempt to honor your request.

I am having trouble reaching you by phone, why is that?

Our customer service team is headquartered at our office in Berlin, Germany. Unfortunately our hotline is only staffed during German business hours (9am-5pm CET). Leave us a voice mail message and if you don’t mind us calling you between (3am-11am EST), let us know when it’s a good time to call and we’ll get back to you. You are also welcome to send us an email and we will try our best to make sure you have a positive shopping experience at Juwelo.

How accurate are your photographs?

Some of our jewelry may appear different to its actual size due to photography techniques and screen defaults. Some jewelry may appear larger than actual size to show intricate details or smaller than actual size to show the entire item. Please be aware that the color of gemstones can vary due to differences in computer monitors.

What should I do if I receive damaged or incomplete goods?

Please send us an email or call our customer service center at 1-888-471-7614 (open daily from 3pm to 11pm EST). You will be entitled to a replacement (if stock is available), exchange or a full refund including the cost of postage. We ask that you return it to us and once we receive the item(s), we will issue the refund or exchange. Please see our Returns Policy for more information.

What do I do when I don't like my order?

There's no risk. If you don't like an item, you are welcome to return it. Contact us so we can send you a return label. See our Return Policy for further information.

How do I obtain a refund for returned goods?

We provide refunds as per our terms and conditions. Please see our Returns Policy for further details.

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