1. Do you provide free shipping?
Yes. We provide free worldwide shipping for orders over $90 USD.
2. Do you ship internationally? How long can I get my package?
Yes. We ship worldwide. It takes within 24 hours to ship out your package and 5 to 10 days to get it delivered, which depends on the country or area you are in. For more details, please check our Shipping Policy.
3. Why is my package delayed?
You package might be delayed by the weather conditions, inspection of the international customs, holiday seasons or any other uncontrollable situations. Especially during holiday seasons, packages suffer a slight delay in shipment due to an excessive amount of orders being fulfilled.
4. How can I get my refund?
We have a 30-day return policy, which means you have 30 days to request a return after receiving your items.
To start a return, you can contact us at info@jentlejewelry.com. If your return is accepted, please follow the instructions to send back your package. For more details, please check our Refund &Return Policy.
Please note that info@jentlejewelry.com is the only email address for return and refund of Jentle Jewelry. We do not take any responsibility, if you contact any other email addresses which causes you could not get reply from us.
5. Why don't I receive the order confirmation email/reply emails from you?
First, please check your email spam folder if you don't receive all the emails from us.
Second, please check if you have provided the correct email address to us. Please note that there is a time difference. We'll reply to you as soon as possible.
Last but not least, please note that info@jentlejewelry.com is the only email address for return, refund, inquiry and other customer service of Jentle Jewelry. We do not take any responsibility, if you contact any other email addresses which causes you could not get reply from us.
6. What kind of payment do you accept?
We accept Visa, Master, Diners Club, Discover Debit Card, Credit Card and PayPal.
7. Is your jewelry waterproof? Can I wear it in shower?
Yes. Our jewelry is waterproof and made to last. It is designed to withstand light exposure to water, such as occasional handwashing or light rain. In order to keep your jewelry last long, we suggest you take the jewelry off when you go to shower because the washing products might cause the jewelry tarnished. We also suggest you try to avoid lotion, cosmetics and perfume. Those products might be possible to make our jewelry tarnished as well.
8. I have sensitive skin. Does your jewelry contain zinc or nickel? Is it non-tarnished?
Our jewelry is made of high-quality materials without any zinc or nickel. It's tested for allergy free before it goes on sale. There is no green or allergic skin for guarantee.
9. What kinds of material is your jewelry made of?
Our jewelry is made of 925 Sterling Silver, Sterling Silver plated on brass, 18K Gold plated on brass, Pearl and all kinds of Gems. There's no zinc or nickel for guarantee.
10. Is your jewelry exclusive/original design?
Yes. All of Our jewelry are designed by our founder and creative director Jennifer Huang.
11. Is your jewelry handmade?
Yes. All our jewelry are well handmade in our factories based in Foshan and Guangzhou, China.
12. I saw some similar design of jewelry on other platforms. Are they your retailers?
Currently we do not have any retailers on selling our products. We have noticed that there some "similar" jewelry appear online since we launched our jewelry. We have also applied for copyright protection for all our products. We are so grateful for those who are supportive to original design.
13. How can I take care of my jewelry?
Our jewelry is designed to be waterproof. So you don't have to worry about taking it off when you're near water. However, we recommend limiting prolonged exposure to water to keep your jewelry looking its best.
Please do keep your jewelry to stay away from washing products, lotion, perfume and cosmetics products.
When you're not wearing your pieces, we suggest storing them in the original Jentle Jewelry pouches or boxes in a cool and dry place to help maintain their luster and extend their lifespan.
14. Can I input non-English information/address on checkout page? (For Asian Area)
Please input Mandarin information, if your address is in Mainland China, Hong Kong SAR, Macau SAR or Taiwan.
Please input Korean information, if your address is in Korea.
Please input Japanese information, if your address is in Japan.
15. I have input the wrong address/information. How can I change it?
To change your address/information, please contact us at info@jentlejewelry.com immediately.
If you request to change your address/information before the tracking number is issued, your address/information will be changed easily.
If you request to change your address/information after the tracking number is issued or when your package has arrived in your country or area but fails to be delivered and goes back to our courier's warehouse due to the wrong address/information, a $10 resent fee would be charged. The charged link will be sent to you via email. If we have not heard from you in 10 days, your package will be sent back to us. A refund deducted the shipping fee (except for free shipping) and a $10 fee of return to sender will be sent back to you when we have received your package.
Please make sure you have input all the correct information including the name of your mailbox in the address, if you use it to receive packages.
16. How can I track my order?
Once your order is shipped out, an updated shipping status email attached the tracking number would be sent to you. You could easily track your order with the tracking number on our website page: Track Your Order. Or you could directly log in your account on our website to check it out. All the shipping status details would be updated there as well.
17. Can I cancel or change my order?
Yes you can. To start an order cancellation or change, please contact us at info@jentlejewelry.com.
If you cancel or change your order before the tracking number is issued, all of the refund would be sent back to you.
If you cancel or change your order after the tracking number is issued and before the package departs from the original facility of our courier(according to the shipping status), your refund would be sent back to you deducted the shipping fee (except for free shipping) and a $10 USD fee of return to sender.
If you cancel or change your order after the tracking number is issued, after the package departs from the original facility of our courier(according to the shipping status) and before the package is delivered. we don't accept any order cancellation or change. You could request a refund after receiving the package.
18. Can I customize your jewelry?
Currently we don't accept customized orders.
19. Can I know more about the details of the packaging?
As an accountable company, we take action to protect our environment from production to sale. All of our packaging materials are recyclable and reusable for guarantee. For more details, please check Our Sustainable Packaging.
Outside packaging: A grey courier bag and a white corrugated box.
Inside packaging : White cloth pouches or boxes for wrapping jewelry, a jewelry polishing cloth, a thank-you card and a jewelry care card.
Please leave us "handwritten card" in the optional remarks box on the checkout page, if you want us to handwrite your thank-you card.
20. Can I customize the remarks on the thank-you card?
Yes. Please leave your customized remarks in the optional remarks box on the checkout page. We will handwrite it for you.
21. Why do I have to provide extra information, such as tax code/customs code/ID number on the checkout page?
According to the Import Policy of corresponding countries and areas, some of your information such as customs code, tax code, ID number, your real name, etc is requested. Otherwise, your package could not pass the customs in your country or area. Please make sure you have input all the accurate information. Please note that this extra information is only used for the customs and will be well protected.
The extra information requested from some countries or areas are listed as below:
Customers from Taiwan: You are requested to provide your real Mandrain name and Taiwan ID Number, if you are a local Taiwanese. You are requested to provide your real name and Residence Permit Number, if you have your Residence Permit. You are requested to provide your real name and passport number, if you are a foreigner in Taiwan. The real name validation on EZ Way is requested to be done. Please ensure your name, ID Number/Residence Permit Number/Passport Number and phone number you provide to us are corresponded with which you input on EZ Way. The detailed introduction of the real name validation on EZ Way will be sent to you via email and message once you have placed your order.
Customers from Korea: Your are requested to provide your real Korean name (in the language of Korean) and your Customs Code, if you are a local Korean. You are requested to provide your real name(in the language of English) and Customs Code, if you are a foreigner. Please ensure your name, customs code and phone number you provide to us are corresponded with your Korea Customs Service Application.
Customers from Turkey: You are requested to provide your ID Number.
Customers from Brazil: You are requested to provide your Personal Tax Code.
22. Why do I still need to pay the tax?
During delivery, we cover tax with the DDP(Delivered Duty Paid) policy for most of the countries and areas. However, some countires and areas apply the DDU(Delivered Duty Unpaid) policy which means you might have to pay the tax. For this situation, we can not get involved with it and take any responsibility with it due to this special import policy. We suggest you contact your country or area customs to know more about the import and tax details.
23. Do you accept orders of buying in bulk?
Yes. To start an order of buying in bulk or learn more about the details, please contact us at info@jentlejewelry.com.