Return & Exchange

Returns & Exchanges
Tomjewel stands behind every item we sell and wants to provide our customers with the best shopping experience. That's why we provide a 30-day return & exchange policy. If the purchase didn't meet your expectations, you may return it in its original, unworn condition as long as you contact us within 30 days from the date the item was delivered.

Return&exchange conditions:
1. The return and exchange can be processed within 30 days from the day the order was delivered.
2. Returns for store credit can be processed online correctly. For an original refund, please get authorization from customer service. 
3. All rings must be returned in unused condition, with the original tags still attached and not tampered with. Otherwise, an exchange can only be made.
4. Items must be returned in their original packaging and with the free gift, if any. Otherwise, the retail price of the promotional gifts and packaging will be deducted from the refund.
5. The customer must use a trackable shipping method to ship the items back. 

Special orders:
1. Any 'customized items', in which customers select the plating color, customized size 4, stone color, engravings, chain length, photos, split purchasing, solder, etc., chosen based on your personal preference are nonrefundable. Tomjewel can help resend a new item directly with a 50% restocking fee. 
2. For Karat gold and moissanite stone items, Tomjewel can help with a return or exchange(the moissanite certificate must be returned) with a 35% restocking fee. 
3. Returning multiple items (≥ 3 pieces) from the same order, you will be charged a 35% restocking fee for each item returned.
4. Final sale items are not eligible for return, exchange, or resize.
5. Please note that a claim must be filed within 7 days of receiving your order if it is wrong, defective, damaged, or incomplete upon arrival. Please send detailed photos of the package, then submit a ticket with pictures. Once Tomjewel confirms the issue, will help you return, resend, or exchange the item.
6. Any lost or not received packages shipped within the U.S. must be reported within 30 days of the date the order was shipped. Delivery-related issues for International shipments must be reported within 60 days of the date the order was shipped. Please contact Tomjewel and get an unreceived letter from the local carrier at the same time.

Refunds:
1. For return orders that previously enjoyed free shipping, Tomjewel will deduct the shipping fee from the refund accordingly. 
2. The remoteness fee and tariffs(if any) are paid to your local carrier, which are nonrefundable.
3. Prime fees and gift cards are nonrefundable.
4. When you partially return an order that had a discount promotion with a minimum order value requirement, the discount on the order will be adjusted according to the total value of the remaining item(s). Your refund amount will reflect the adjusted discount.
5. Promotion gifts and packaging will be deducted from the refund if they are not sent back.
6. If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

Return process:
Note: Customers need to get a return authorization from customer service, any return without records is non-acceptable.

Step 1: Initiate your return/exchange
Contact customer service(service@tomjewel.com) to get the return authorization. 
Step 2: Receive the return instruction
After customer service checks the item status, you will get the return instructions soon.
Step 3: Pack&ship the item(s)
Please enclose a copy with the order number, full name, and email address. The package should be shipped pre-paid through a traceable method.
Step 4: Provide the tracking number
Provide the tracking number to customer service, then confirm all the refunds/exchange information. 
Step 5: Get the refunds/exchange
You will receive the refunds/exchange once we get the return package. Wait 2-5 days to check with customer service.

Return information and address is:
Receiver: Tom
Shipping address:  No.8 Xiaoqian Street, Daluo Village, Panyu District, Guangzhou City, Guangdong Province, China.

Cancellation

All item is made to order, so please read carefully about the policy of Return &Exchange.

We stand behind our jewelry to satisfy you with every order and want your order to be made just the way you want it! Please review your personalization/engraving/special order information before submitting your order. Check spelling, dates and names carefully. You are welcome to contact us if you have questions before placing your order.

Generally, all personalized/engraved/special order items will be sent into production in 8 hours after we receive the payment. Therefore, any cancellations after that time will incur a corresponding material and processing fee.

Please refer to below details:

If the cancellation is made less than 8 hours after the order was placed, there would be no cancellation fee.

If the cancellation is made between 8 to 24 hours after the order was placed, there would be a 10% cancellation fee.

If the cancellation is made 24 hours after the order was placed, there would be a 30% cancellation fee.