Customer Care

It is our principle at Juliet&Oliver to assist the customer with any and all needs during their jewelry purchase experience, from custom pre-production requests to post-purchase customer care. If a product does not meet expectation, we are more than happy to help and resolve the concerns at hand.

Free 30 Days Returns

Juliet & Oliver offer complimentary 30 day returns, so that you can make sure your purchase is just right. If for any reason you are not satisfied with your purchase, simply return it within 30 days for an exchange or full refund. For eligible orders, our return, exchange, and resize policy timelines begin when your purchase is available for shipment or pickup. We take pride that our jewelry is produced with exceptional standards!

Please note our eternity rings cannot be resized due to their design. Custom, modified, and engraved rings are subject to resize fees. Outside of the 60 day complimentary resize period, rings can be resized for a fee when within jeweler’s recommended sizing range. Brilliant Earth offers one complimentary resizing for our vintage rings, within the sizing tolerance listed online for each ring. In order to maintain structural integrity, certain vintage rings and rings in our Extraordinary Collection are final sale if they are resized. Vintage or Extraordinary rings that are final sale if resized are marked clearly when a ring size is selected. If you resize your ring at the time of your purchase, any subsequent resizes will be subject to fees. For orders shipped outside the US, Canada, the UK, and Australia we do not offer free ring resizing or free returns due to potential taxes being levied. For more information, please don't hesitate to call to speak to a jewelry consultant at 800.691.0952.

We will accept returns and exchanges on most pieces (see below for exceptions). Items must be returned in unworn condition within 30 days of receipt, and all paperwork (including the GIA certificate, if applicable) MUST be returned as well. After 30 days, all sales are final.

If pieces are returned that require extensive cleaning or repair, or are otherwise unable to be resold, we will charge a restocking fee depending on the work required.

If you wish to exchange your piece, we will apply the full amount of your original purchase to a new purchase of equal or greater value. The new piece must be in stock at the time of the exchange (within 14 days of original purchase); credit does not apply to future purchases. Limited to one exchange per piece.

Please contact us prior to sending your jewelry back, so we can be sure it arrives safely. Clients are responsible for return shipping costs, and we highly recommend that you insure your package - we are not responsible for items lost in the mail. 

  • All customized jewelry is final sale. We will not accept returns on any customized piece, including those with upgraded diamonds.
  • If you purchased your jewelry at a Juliet & Oliver authorized dealer, you must return it to that location.
  • Items set with unique one of a kind gemstones can not be accepted for refund.
  • Items that have been modified, engraved, or resized
  • All Sale pieces are not eligible for return or exchange.
  • Shipping will not be refunded for returns.
    • Shipping costs are the responsibility of the buyer for any returns or services, including customs fees for international clients.
  • To international buyers (outside of the US): If your package is returned to us because you either were not able to be contacted at the time of delivery, you will receive a refund for your order LESS the shipping fee, LESS the import fee, and LESS the restocking fee for the item(s) you ordered.  Please make sure to provide an accurate international shipping address.
  • To domestic buyers (within the US): If your package is returned to us because you were not able to be contacted at the time of delivery, you will receive a refund for your order LESS the shipping fee and LESS the restocking fee for the item(s) you ordered.  Please contact us if you need to change your delivery address.

Refund Process 

After we receive the returned order, we will inspect and verify the condition of the item. Returns take approximately seven business days to process upon receipt of the item. Refunds will be issued via the method of payment used in the original purchase, or by check if the original payment method was bank wire, cash or certain other payments requiring special processing. International bank wire purchases will be refunded in USD according to the exchange rate at time of purchase. 
For all credit card refunds, please allow one monthly billing cycle in order for your credit to appear.

SHIPPING METHOD

Insured Shipping

In order to insure your product and shipping with our private insurance carriers and the United States Post Office, your order requires an adult signature. In the event that your item arrives damaged, significantly different than described, or not at all, you may be able to recover your payment. The shipment insurance assures that if your item is lost or damaged through shipping, the customer will be refunded for their purchase. In this case, the customer will either receive a full refund, or Juliet&Oliver will produce a new product for you.

Handling Free of Charge

Juliet&Oliver is happy to offer insured shipping and handling free of charge. Our items are designed and handmade in Israel. It usually takes approximately 7 to 20 business days to custom-make a ring from the time of order, and an additional 5 to 7 business days to arrive from shipping date to most destinations. Shipments within Israel will be sent via courier within four business days after shipping.

US Customers: No additional fees

US Customers: No additional duties/fees.
Europe Customers: Custom charges are applied to imports into the EU with a value of over 15 pounds for VAT (Import from the Channel Islands has a value of 0 pounds).
All items valued over 135 pounds will attract import duty. Imported gifts valued over 40 pounds sent between private individuals will also attract VAT. Other International Customers: Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying. These charges are normally collected by the delivering freight (shipping) company or when you pick the item up. Do not confuse them for additional shipping charges.

Free International Delivery

All of our products are shipped internationally via Express Delivery, and can be tracked during shipment in the client’s personal account. Juliet&Oliver goes great length to try to stand by our time policy, yet are aware that shipments may at times be delayed due to conditions out of our control. If you track your order and suspect abnormal delivery patterns or loss, we are committed to producing a new product for you as soon as possible.

Lifetime Warranty

If you ever experience a problem with an item purchased from us, you can send it back for inspection. If the problem is found to be a structural or manufacturing defect, we will repair or replace your item at no charge. If your jewelry item has been damaged due to routine wear and tear, we can repair your item for additional cost based on the specific case.

Please note the warranty does not include excessive wear and tear and/or physical/accidental abuse, loss and theft. Additionally the warranty does not cover loss of gemstones or improper repair; alterations by other jewelers will void this warranty. Some examples of common jewelry issues that would not be considered manufacturing defects include:

  • The discoloration of precious metals caused by chemicals, make-up, immersion in pools and hot tubs, or bathing.
  • Precious metals, and especially prongs, wear down over time and may require restoration work as part of normal wear.
  • Prongs catching, wearing out, or bending over time due to everyday wear or normal damage, allowing a gemstone to fall out.
  • The loss of a gemstone caused by damage from everyday wear or from other damage.

PAYMENT METHOD

Juliet&Oliver is happy to accept payment by PayPal – the fast and secure online payment method.
PayPal is an online payment service which, through use of data encryption and anti-fraud technology, allows you to make online payments without revealing financial details and thus reducing risk of online fraud.
Once you make a PayPal account with a registered credit or debit card, simply select ‘PayPal’ during your Juliet&Oliver checkout, log into your account, and PayPal will securely complete the payment process or you.
NOTE: PayPal offers coupons for promotions and other miscellaneous situations. Take advantage!

Ordering Information

Does Juliet&Oliver accept returns?

We will accept returns and exchanges on most pieces (see here for exceptions). Items must be returned in unworn condition within 30 days of receipt, and all paperwork (including the GIA certificate, if applicable) MUST be returned as well. After 30 days, all sales are final. Since our designs are crafted by hand, all returns will incur a 10% restocking fee. 

Can I get a ring I see on the website set with other gemstone(s)?
We are very flexible and we can accommodate almost any request concerning metal, stone or size. Please contact us with your request before purchasing your item to determine the availability and any possible additional costs.


Do you offer custom orders?
Yes, you may contact us for requesting a custom order.


Is my personal information secure?
We process all of our orders through the PayPal Secure Server, which utilizes the highest state-of-the-art industry standard Secure Socket Layer (SSL) encryption technology to protect all personal information for secure e-commerce transactions. It encrypts all of your personal information including credit card number, name and address, so that it cannot be read as the information travels over the Internet. Millions of online orders are processed safely through PayPal every year. What this all means is that our customers can buy with confidence knowing that their credit card information is EXTREMELY safe and protected by the highest level of technology available. We also do not send unsolicited e-mail and NEVER sell or share any customer information with anyone.


Can I see your jewelry in person?
All items are made to order as we do not carry a stock. Also, we do not have a retail location, and our jewelry designs are not sold in jewelry stores. You can feel comfortable contacting us with your questions. Purchasing fine jewelry directly from us through the web is easy and our 30-day return policy guarantees your satisfaction with every purchase.


Can I receive a discount?
The prices listed on our website are already discounted from regular retail prices. At this time, we can't offer more discount. Please follow our website and Facebook page for special offers and discounts.


What payment methods do you accept?
We receive payments by PayPal only. Your purchase is protected by PayPal Buyer Protection.


I live outside the US. Can I place an order in your website?
Yes, we ship items worldwide. Please review our shipping policy page regarding import duty.


Is your packaging discreet?
Yes, we do not indicate on the package that a luxury item is being shipped. We ship all of our items with secure shipment from an address without an address and company name.


Can you rush my order?
Yes, you can speed up the production of your order with an additional $70 fee for FedEx Fast Shopping 2-business day delivery time.


I live in the U.S. Will my order be taxed?
Purchases made in the U.S. are not subject to any tax sales. All transactions are Tax Free!


Why does it take 30 days to receive an item?
Each ring is made to order. This ensures that you as the buyer receive a ring casted especially to your size with high quality SOLID casting and no joints.


How can I know my order status?
You can see your order status in your personal account information on the Juliet&Oliver website. We will also send you a status update of your order to your address.


How can I be sure that my purchase is genuine?
We guarantee the items we sell are as described, of genuine precious metal and gemstones, and of consistent high quality and value. We have a gemological certificate for GML stones over 0.ct. Each piece is stamped with a carat symbol of the jewelry facilitating regulations and country laws. We stand behind every item. We sell with a 100% satisfaction guarantee and hope that your jewelry exceeds your expectations.

Shipping

Why does my order require a signature upon arrival?
Your order requires an adult signature because all orders are sent insured for your protection, and both the United States Post Office and the private insurance company that insures our shipments require that an adult at your shipping address signs for your insured package.


How long will my jewelry take to arrive to my address?
Our items are designed and handmade in Israel. It usually takes 7 to 20 business days to custom-make a ring from the time of order, and another 5-7 business days to arrive from shipping date to most destinations.
Should I anticipate any additional charges due to an international transaction?
There should be no additional charges in addition to the item cost, shipping, handling and insurance. However, if you located outside US, please review our shipping page.


Do you guarantee for order arriving time?
We make every effort to ship the products in time. However, we can't guarantee the delivery time since there are many factors which may cause delays in the arrival times (such as strikes, weather damage, etc). Please note while uncommon, occasionally our packages are inspected by customs which can cause delays in arrival. Also, once shipped, we will email you a tracking number for you to locate your package.


Can I have an order sent to an address other than my billing address?
Yes, in the checkout process you will be able to input billing address and shipping address.


What happens if my order is lost or stolen during shipping before I receive it?
All Juliet&Oliver shipments are sent fully insured via the EMS (express mail service). You are not in any way responsible for the loss of a parcel until you or someone at your shipping address has signed for it.

Ring Sizing

How can I find out my ring size?
Before ordering a ring, it is strongly recommended to have your finger professionally sized in person with rings of the same width as that which you are considering to purchase. To avoid the disappointment and hassle of receiving an incorrectly sized ring and having to return your item, please be certain of your ring size before placing your order.


How can I resize my ring purchased from Juliet&Oliver?
In the event of a return for resizing, an additional $50 shipping fee will be changed for shipping and handling costs associated with the item. Should the item need rebuilding due to much necessary change, there will be yet another $50 service charge in addition to the shipping charge.


What if I want my own jeweler to resize my ring?
Items that have been resized or altered in any way by you or an outside jeweler will no longer be eligible for Juliet&Oliver warranty.

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