FAQ

1. What forms of payment can I pay with?

We accept VISA/MASTER/DISC and PayPal.

2. Ordering online safe?

Ordering online with us is safe and secure. We employ a method of interaction with our visitors that does not compromise credit card information. We encourage you to feel comfortable using your credit or debit card to conduct commerce on our site.

3. Will my credit card be charged before the orders are ready to ship out?

All orders are charged at the moment you place an order.

4. When will my order be shipped out?

All in stock orders will be shipped out within 3 business days. Out of stock orders will be shipped out as soon as they come in.

5. Returns and Exchanges:

Special orders are non-returnable.  This includes (but not limited to) all custom made and personalized jewelry such as name necklaces, bracelets, and earrings.  

Regular orders can be returned within 14 days of receipt in their original packaging and in the case of jewelry, in unworn condition.  

Please notify the gallery by email before the return. The client is responsible for returning the item(s) pre-paid and tracking to the Gallery.

Credit issued will not include original shipping and insurance charges. We reserve the right to not accept a return and may require a re-stocking or repair fee if the item has been at all, damaged or worn. While our policies are firm for obvious reasons, we will do everything we can to work with you and make sure your experience with is positive.

 

Personalized Jewelry FAQ:  

I have a special request for my name jewelry order. How do I do that?
For every item, there is a "Special Requests or Comments" box. Write your request as clear as possible and we will do our best to comply. 

In what order do I place the letters for my monogram?

How can I cancel an order?
Orders can only be canceled 6 hours after placing the order. Contact CustomerService@oNecklace.com to cancel an order. Any order canceled after 6 hours is subject to a possible 30% restocking fee. 

Can I order a necklace with special characters (#, @, &, $)?
You can personalize your necklace with any special characters when placing your order.

Is the Name jewelry made out of true precious metals?
Yes, of course! All of our precious metals are stamped with 14K (gold) stamp or 0.925 (sterling silver) stamp.

  • 14K Gold is 58% Gold (14/24) and bears the stamp 14K
  • Sterling Silver is 92.5% pure silver (925/1000) and bears the stamp 925 or 0.925
  • 24K Gold plating is a method of depositing a thin layer of gold on to the surface of sterling silver so it will bear the 925 or 0.925 

Can I have my order shipped in a gift box and bag and with a gift message?
You can add a necklace gift box and greeting card to create the perfect gift. The gift box and optional gift message can be added whilst shopping on each individual product page or in the shopping cart. 

Is it worth making my necklace double thickness?
Although it costs a bit more we definitely advise you to upgrade your 14K gold piece to double thickness for the sake of durability, especially for longer names and words. The regular thickness is 0.4 mm while the double thickness is 0.8 mm. 

Can I add a Swarovski crystal or diamond to my necklace purchase?
Check out our Diamond and Birthstones name necklace collections. There are also some products in the "Love Necklaces" that you can personalize with a birthstone Swarovski crystal.

 

Return and Refund Policies

What is your return policy?
You can return new, unopened jewelry sold by joandjoanne.com within 14 days of delivery. Please note that there will be a 30% restocking fee on all items. 

I received my order but it is not correct. What do I do?
If you have any issues with your order, make sure to contact us as soon as possible by sending us an e-mail to customerservice@joandjoanne.com so that we can move swiftly to correct the problem. If a resolution is not achieved, a full refund will be given back except for shipping and handling expenses.