Refund policy
Returns
We want you to love your oohjacquelina jewelry. If you’re not completely satisfied with your purchase, you may request a return within 5 business days of your order being delivered.
To be eligible for a return, your item must be in the same condition in which you received it — unused and in its original packaging. Proof of purchase is also required.
To request a return, please contact us at oohjacquelinajewelry@gmail.com within 5 business days of delivery. Please wait for your return to be approved before sending your item back.
Once your return is approved, we will provide instructions on where to send your item.
Customers are responsible for return shipping costs. We recommend using a trackable shipping method, as oohjacquelina is not responsible for return packages that are lost or damaged in transit.
Original shipping charges are non-refundable.
If an item arrives damaged, defective, incorrect, or there is an issue caused by us, please contact us and we’ll make it right. In these cases, oohjacquelina will cover the appropriate return or replacement shipping costs.
Items sent back without first requesting and receiving return approval may not be accepted.
Damages & Order Issues
Please inspect your order as soon as it arrives. If your item is damaged, defective, incorrect, or has an issue caused by us, contact oohjacquelinajewelry@gmail.com as soon as possible with your order information and photos of the item.
We’ll review the issue and work with you on the appropriate replacement, repair, or resolution. If the issue is our responsibility, we will cover the necessary shipping costs.
Non-Returnable Items
Because some of our jewelry is made or customized specifically for you, the following items are not eligible for return:
- Custom or personalized jewelry
- Special-order items
- Permanent jewelry services
- Worn or used jewelry
- Items returned without their original packaging
- Sale or final-sale items
- Gift cards
If you’re unsure whether your item is eligible for a return, please contact us before sending anything back.
Exchanges
If you would like a different item, finish, or size, please contact us first. In most cases, the easiest option is to return the eligible item and place a new order once your return has been approved.
Customers are responsible for shipping costs associated with exchanges unless the exchange is necessary because of an error or issue caused by oohjacquelina.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union and applicable consumer law provides you with a statutory right to cancel your purchase within 14 days, those rights apply notwithstanding our standard return period.
Returned items must be in the same condition in which they were received — unworn, unused, and in their original packaging — with proof of purchase.
This statutory right does not apply where an exception under applicable law applies, including certain personalized or made-to-order products.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please keep in mind that your bank or credit card provider may need additional time to process and post the refund.
Original shipping charges are non-refundable unless the return is due to an error or issue caused by oohjacquelina.
If more than 15 business days have passed since your refund was approved, please contact us at oohjacquelinajewelry@gmail.com.
For any questions about returns, exchanges, damages, or refunds, please contact oohjacquelinajewelry@gmail.com.