Excluding public holidays. If we are not available, we welcome you to leave us a message.

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 Jewels

In the unlikely event that a piece arrives damaged, please contact the Concierge team within 48 hours of delivery. Every Jane shipment includes complimentary shipping insurance, so we&#x2019;re here to assist and always aim to make the situation right. Kindly include multiple photos of the issue, a photo of your packing slip, and your order confirmation number. To start this process, please contact us by <a href="https://concierge.janejewels.com/en-US/contact">clicking here</a>.Jane reserves the right to refuse replacement for pieces when notice is provided after 48 hours of delivery.

In the unlikely event that a piece arrives damaged, please contact the Concierge team within 48 hours of delivery. Every Jane shipment includes complimentary shipping insurance, so we’re here to assist and always aim to make the situation right. Kind

What should I do if a piece arrived damaged?

Shipping & Fulfillment

How do I cancel my order?

Where can I shop Jane?

How many of each product can I order?

How accurate is color display on the Jane website?

Can I cancel or change my order?

I didn't receive an order confirmation email.

What is my order number?

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

Orders

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?

Exchanges & Returns

Where does Jane ship to?

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

How long will it take for my order to ship?

When will my package arrive?

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 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?

Care Guide

Hand Chains

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."

Warranty

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

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 is my order packaged?

Gifting

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 my refund take?

Is my payment secure?

What is the security code on my payment card?

Does store credit expire?

How does Jane calculate sales tax?

Payments

Donation Requests

Jane's Care Guide for Sterling Silver

How long do repairs take?

Jewelry Care

My order was flagged as fraud. What should I do?

Fraud Protection

How do I call Jane?

Do I need an account with Jane to place an order?

How do I reset my password?

Where should I direct my wholesale inquiries?

What should I do if a piece arrived damaged?Updated a month ago