Excluding public holidays. If our Client Advisors are not available, we welcome you to leave us a message which will be promptly returned via email.

There’s no question too small or request too big for our dedicated Client Advisors who are available to provide personalized assistance around the clock.

Kindly note we are only providing personalized assistance if you have a dedicated Client Advisor over the phone at this time.

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Jane

<p>Complimentary repairs take 4 weeks.</p>

How long do repairs take?

Warranty

Where can I purchase Jane pieces?

How many of each product can I order?

Can I cancel or change my order?

How do I cancel my order?

How accurate is color display on the Jane website?

I didn't receive an order confirmation email.

What is my order number?

How can I obtain a duplicate invoice for my Jane purchase?

My card was charged but I never received a confirmation or shipping email.

Where is the product lead time shown prior to purchase?

How can I check/track my order status?

Is my card charged immediately for a Made to Order purchase or when the piece is ready to ship?

Orders

How long will it take for my order to ship?

How long will it take for my package to arrive once shipped?

Where does Jane ship to?

I've placed my order already but I entered the wrong shipping address. Can I change it?

Does an expedited shipping method mean my piece will be produced faster?

How can I track my package?

My package hasn't moved.

Is a signature required for delivery of my order?

Are import and customs duties included for international orders?

Why hasn't my order shipped?

Is shipping insured?

Will the shipping cost from my order be refunded?

What should I do if a piece arrived damaged?

What should I do if I received the wrong piece?

Can you ship to multiple addresses?

When will I receive my tracking information?

Do you ship to Israel?

Are customs/duties included?

How long will it take for my order to be delivered to New York City?

My package is delayed.

Why does my USPS package show as "Pre-Shipment"?

Is my order impacted by the tariff disruptions?

Shipping & Fulfillment

What is the Return & Exchange Policy?

Do you offer returns?

Do you offer exchanges?

How do I initiate my return/exchange?

Can I return my order for a refund?

Can I return a Jane Gift Card?

Can I return or exchange my Made to Order piece(s)?

How long do I have to return my Jane piece?

How do I send my exchange/return back to Jane?

Where do I mail my return?

Will I get an email when my return is processed?

How is the 7-day return period calculated?

Exchanges & Returns

Explain the difference between Vermeil, 14K and 18K.

Can I customize a piece?

Are your diamonds conflict-free?

Will you be restocking this sold out piece?

Our Jewelry

Jane's Care Guide for Sterling Silver

Do your pieces tarnish?

Jewelry Care

Do you have a warranty?

How long do warranty repairs take?

How can I submit a warranty claim?

Does my piece need to be inspected for a warranty claim?

Will I receive a complimentary repair or replacement?

How do I know which pieces include a Signature Lifetime Warranty?

I tried to submit a warranty claim but it says "out of warranty coverage."

How do I apply a promotional code or Jane gift card?

Discounts & Promotions

What should I do if my payment is declined?

What forms of payment do you accept?

How long will it take to receive a refund?

Is my payment secure?

What is the security code on my payment card?

Does store credit expire?

How does Jane calculate sales tax?

Are there international transaction fees?

My card was charged but my order didn't go through.

Payments

Do you sell gift cards?

Will my shipment include include a receipt where the price of the items are shown?

Can I reload my gift card?

I would like my gift to be a surprise. Will Jane notify the recipient of its arrival in advance?

I received a gift purchased from Jane. Can I exchange or return it? If so, how do I proceed?

How will my Jane order be packaged?

What does White Glove Gift Wrapping include?

Gifting

How do I know if the ring loop will fit?

How do I know if the bracelet loop will fit?

How do I know if the motif chain will fit?

Hand Chains

Would Jane donate a piece of jewelry for a non-profit/charity/organization's event/raffle/auction?

How long do repairs take?Updated 4 months ago