Customer Service

Shipping & Delivery

We are proud to offer free standard UPS Ground or USPS First Class/Priority Mail shipping on all orders. Joolwe.com uses UPS to ensure your package gets to you safely. However, if you need the merchandise faster, you can upgrade the shipping for an extra fee.


  • UPS Ground–
    • The cost of shipping will be Free.
    • The package arrives in 4-5 business days.
  • UPS 2nd Day Air
    • The cost of shipping will be $18.99.
    • The package arrives in two business days.
  • International Shipping –
    • Canad is currently the only destination for international shipping.
    • Canadian import duties tax GST,PST, and HST are responsible of the buyer.
    • Shipping to Canada starts at $6.99 (for checkout under $100), checkout over $100 are require to upgrade shipping to express mail international $29.99

  • Your order may take up to 48 hours to process.


    Best Value Guarantee

    As part of our risk free shopping philosophy, Joolwe is committed to offering our customers competitive prices. So, we are pleased to offer you our “best value guarantee.”


    Before your purchase: Joolwe.com wants to make sure we offer the best merchandise at the best prices. If you find one of our pieces at a lower price from another source; we will match that price.


    After your purchase: Joolwe.com guarantees that our prices are the same or lower than our competitors on identical items for a period of 30 days from the date of purchase. If you find your item at a lower price through one of our competitors, we will match our competitors’ price and refund you the difference.


    Although we are happy to offer you our “best value guarantee”; Joolwe.com does not match the prices of any merchandise that are part of our competitor's "going out of business/liquidation" sales. These prices must be advertised and we also require proper verification of the price difference. We cannot accept web based solicitations from unauthorized dealers or hand-written quotes from independent jewelers.


    Ordering
    Once you have selected an item, enter the total number of that specific item that you wish to purchase in the quantity box. After you have done that, hit “add to my shopping bag". You will be automatically routed to your shopping cart and you can view your purchases. If you wish to continue shopping select “continue shopping, select continue shopping. If you wish to checkout, select “proceed to checkout”. You will also be able to view your order and make any necessary changes once you are at the checkout page.

    Returns & Replacements
    Joolwe.com wants to make sure that you are completely satisfied with your purchase. Our goal is to provide excellent customer service; if you have any issues, we want to know about it. If, for any reason, you are not satisfied with your purchase, you may return it within 30 days of receipt for an exchange or full refund. Below, you can read our easy and convenient return and exchange policy.

    1. 1. If you choose to return the item, please contact Joolwe Customer Service for your Return Merchandise Authorization number at 1 888- 6JO-OLWE (656-6593). Our customer service representative will issue the RMA code to you, which allows you to return or exchange the merchandise. Representatives are available 9:00 AM – 6:00 PM CST Monday-Friday.

    2. 2. Complete the return/exchange form. This document will be found in the original delivery envelope. Fill out the RMA number; list the quantity of items and the reasons codes next to the items being returned on the packing slip. This document ensures your return or exchange will be expedited quickly. Please make sure all items are packed securely for shipping.

    3. 3. Return the merchandise via UPS, FedEx, or USPS, prepaid and insured (for your protection) to the return address below. We do not accept C.O.D deliveries. Joolwe.com will be happy to refund the cost of return shipping to your credit card if the wrong merchandise was shipped out or if the product is damaged upon receipt. Please include a copy of the shipping receipt with your returned merchandise so that you will be properly reimbursed.
      JLW 101 S. Coit Rd., STE. 36 - 213 Richardson, TX 75080 United States
    4. 4. Please keep your UPS Ground receipt until you receive your credit, refund or replacement. The refund will be issued in one billing cycle.

    Once Joolwe.com receives the merchandise, we will contact you via email to let you know the return/exchange process has begun. Exchanges will be shipped to you within a week. Refunds and store credits will be issued and/or shipped to your billing address within 14 days.


    Joolwe.com transactions cannot be cancelled after they have been shipped. It is your responsibility to get the merchandise back to Joolwe.com in order to receive your refund.


    Limited 90-Day Warranty
    The item you have purchased is covered with a limited 90-day warranty against manufacturers defect. If you have any problems with the workmanship, please complete the warranty card that comes with your purchase and return your item to the address below.

    We will replace the item with the exact or a similar item free of charge. Please allow four to six weeks for replacement. Before you return the item, contact customer service about your warranty shipment at 1 (888) 656-6593 and ask for your Return Merchandise Authorization number.


    Exceptions

    1. 1. This warranty does not cover abuse, neglect, misuse or accidents resulting in damaging the jewelry on the part of the owner.

    2. 2. The warranty on this item is void unless the item is returned with a completed warranty card.

    3. 3. The warranty on this item is void unless the item is returned to the address listed below.

      Warranty Address

      JLW 101 S. Coit Rd., STE. 36 - 213 Richardson, TX 75080 United States
      Payment, Pricing & Promotions

      Payment
      Joolwe.com accepts Visa, Mastercard, American Express and Discover cards as forms of payment. You can also pay for your merchandise with a Google Checkout or Paypal account.

      Promotions

      Sometimes Joolwe.com will offer special discounts and offers in the form of Coupon Codes. To redeem them, you need to enter the code in the appropriate box at check out and you will receive the promotion. The box will have the word APPLY to the right.

      Viewing Orders
      Joolwe.com wants to make sure you feel comfortable shopping with us. We are committed to providing our shoppers with excellent customer care. Checking the status of your order is easy. You can check on your purchase starting from your email confirmation, Joolwe.com, Google Checkout or PayPal directly.

      Checking Your Order Through Joolwe.com
      Log on to the Joolwe.com website and click on My Account. You will notice a screen titled "My Dashboard"; it contains all of the information about your recent purchases. Within the My Orders grid, there is a column titled "Status". This section will let you know whether or not your product has been shipped. Once you have made a purchase, you will receive an email confirmation with the details of that purchase. There is a link on this email regarding the status of your order (logging on to my account) that will route you to Joolwe.com so that you can check on your merchandise in the manner mentioned above.

      Checking Your Order Through Google Checkout
      Log on to Google.com/accounts and enter your user name and password. The next screen will have a list of your recent purchases. Simply, click on the purchase that you would like to check. Select "view order". The next screen will be your order receipt. There will be a grid in the middle of the screen titled "Order Details" and a column titled "Shipping Status". This column will let you know whether or not your order has been shipped. Once you have completed your order through Google Checkout, you will receive an email confirmation. This email has a link designed to route you to the screen that allows you to check the status of your order as well. Open the email and then click on the link below the question: "How do I check the status of my order?", this will route you to the Google Accounts Login Screen so that you can check on your merchandise in the manner mentioned above.

      Checking Your Order Through Paypal
      Log on to PayPal.com and enter your username and password. Next, click on My Account. You will be routed to a page titled "My Account Overview". Within this page is a section titled "Recent Activity". In the Recent Activity grid there is a column titled "Details", when you select that link, you will be routed to the "Transaction Details Page". This page gives you the status of your order, from payments to shipping. Once you have completed your purchase. You will receive an email confirmation outlining the details of your purchase. Open the confirmation email and then click on the logging on to your account link, it will route you directly to the "My Dashboard" section of your account. Within the "Recent Orders" grid is a section, there is a column titled "Status". Next to this column, there is a link titled "View Order". When you click on this link, you will be routed to a page that outlines the details of your purchase. At the bottom, a section titled "About Your Order" will give you the latest information about the status of your order (i.e. your order has been processed or your order has been shipped).

      Updating Account Information
      Updating your account is an easy process. First, log into your account. Underneath” Contact Information”, you will see the edit prompt. When you select that you can change your user name and password. You can also change your billing and shipping address as well. Simply, click the edit button in either section and make the necessary changes.