Customer Service Policy for Jamesaveuy

Since 1954, Jamesaveuy has crafted jewelry that holds beauty and meaning—and our customer service is rooted in that same commitment: to support you through every step of your journey, whether you’re choosing a charm for a milestone, tracking a custom engraved necklace, or caring for a beloved ring. This policy outlines how we deliver personalized, reliable support, aligned with our brand promise of quality craftsmanship and seamless experiences.

1. Service Mission

Our team exists to:

Answer questions about our handcrafted jewelry (e.g., gemstone origins, metal care, custom design possibilities);
Guide you through order management (from placement to delivery, including free shipping for all orders);
Resolve issues with care (returns, exchanges, repairs, or custom adjustments);
Honor the trust you place in us to be part of your meaningful moments (birthdays, anniversaries, family milestones).

We strive to be as attentive as the craftsmanship behind our jewelry—friendly, detail-oriented, and focused on your needs.

2. Service Scope

We support you across every interaction with Jamesaveuy, with special attention to jewelry-specific needs:

2.1 Pre-Purchase Support

Product Details: Explaining handcrafted features (e.g., sterling silver polishing techniques, natural gemstone variations), sizing guides (ring size conversions, necklace length recommendations), and care instructions (how to prevent tarnish on charms);
Custom Jewelry Consultation: Helping refine custom requests (e.g., engraving font options, birthstone placement, metal type selections) – we share design previews (via email) for confirmation before production;
Stock & Availability: Confirming lead times for limited-edition pieces or handcrafted designs (e.g., “this custom bracelet takes 3–5 business days to craft”);
Gift Guidance: Suggesting pieces that match occasions (e.g., mother’s day charms, graduation necklaces) or helping with gift packaging options (complimentary Jamesaveuy gift boxes).

2.2 Order & Shipping Support

Order Status Tracking: Sharing real-time updates (e.g., “your engraved ring is in production” or “your order shipped today—tracking link included”);
Shipping Assistance: Resolving delivery questions (e.g., “why is my package delayed?” or “can I update my shipping address?”) – note: address changes are only possible before shipment (per Section 4 of our Terms of Purchase);
Custom Progress Updates: For made-to-order pieces, sending photos of key crafting stages (with your consent) or notifying you of production timelines (e.g., “your necklace engraving is complete—shipped tomorrow”).

2.3 Post-Purchase Support

Returns & Exchanges: Guiding you through our free returns process (eligible for non-custom jewelry within 30 days of delivery, per Section 5 of our Terms of Purchase) – we issue pre-paid return labels (U.S. orders) and confirm return receipt;
Refund Follow-Up: Ensuring refunds are processed within 5–7 business days of return inspection (per Section 6 of our Terms of Purchase) and resolving delays with your payment method;
Defect & Damage Resolution: Addressing issues with faulty craftsmanship (e.g., loose gemstones) or shipping damage – we offer free replacements, repairs, or full refunds (per Section 7 of our Terms of Purchase);
Jewelry Care & Repairs: Providing tips for long-term care (e.g., “store silver charms in anti-tarnish pouches”) or arranging repairs for wear-and-tear (e.g., re-polishing scratched rings—small repairs are often free for pieces purchased within 1 year).

2.4 Account & Communication Support

Account Management: Helping update personal information (shipping addresses, email), reset passwords, or access past order history (e.g., “can you resend my 2023 anniversary ring order confirmation?”);
Newsletter Preferences: Assisting with opt-in/opt-out of promotional emails (e.g., new collection alerts, jewelry care tips);
Feedback Handling: Listening to your suggestions (e.g., “I’d love more charm designs for pets”) and following up on concerns (e.g., “we’re sorry your necklace arrived late—here’s a 10% discount for your next order”).

3. Contact Methods & Response Time

3.1 Primary Contact Channels

We offer two convenient ways to reach our team—tailored to your needs:

3.1.1 Email Support (Fastest for Most Inquiries)

Contact Email: [email protected]
What to Include: To speed up assistance, please provide:
Your full name (and account email, if you have one);
Order number (for order/custom-related questions);
Clear details (e.g., “custom necklace engraving error” or “ring size too small”);
Photos (if applicable: e.g., damaged jewelry, engraving mistake).

3.1.2 Mailing Address (For Physical Inquiries or Returns)

Jamesaveuy Customer Support & Returns

13 Commerce Way, Austin, TX 78701, United States

Note: All returns must include a return authorization (RA) number (issued via email) – unauthorized returns may be delayed (per Section 5 of our Terms of Purchase).

3.2 Response Time

Weekdays (Monday–Friday, 9 AM–5 PM CT):
Standard inquiries (e.g., product questions, order status): Respond within 24 business hours;
Urgent issues (e.g., damaged jewelry, missing packages): Mark emails with “URGENT” – respond within 12 business hours;
Custom design consultations: Respond within 1–2 business days (to share design previews or confirm details).
Weekends & Holidays: Inquiries sent on Saturdays, Sundays, or U.S. federal holidays (e.g., Christmas, Thanksgiving) are addressed on the next business day.

4. Service Processes by Scenario

4.1 Custom Jewelry Adjustments

You email [email protected] with your order number and adjustment request (e.g., “can I change the engraving text on my necklace?”).
We confirm if the request is possible (e.g., “yes—we can update the text if production hasn’t started” or “we’ll re-engrave the pendant for a small fee if it’s already crafted”).
We share a revised timeline or cost (if applicable) and confirm your approval before proceeding.

4.2 Damaged Jewelry Claim

You email us within 48 hours of delivery (per Section 7 of our Terms of Purchase) with your order number, photos of the damaged jewelry/packaging, and preferred resolution (replacement, refund, repair).
Our team reviews the claim within 12 business hours and approves it (if eligible).
We resolve the issue by:

Shipping a replacement (free of charge) within 1–2 business days;
Processing a full refund (credited to your original payment method);
Arranging a repair (for heirloom or custom pieces—turnaround 2–3 weeks).

4.3 Return/Exchange Request

You email us within 30 days of delivery (non-custom jewelry only) with your order number and reason for return (e.g., “the ring doesn’t fit”).
We confirm eligibility and send a pre-paid return label (U.S. orders) via email.
You ship the jewelry back (in original condition, with tags/packaging) within 7 days.
We inspect the return within 2–3 business days and:

Process a refund (5–7 business days to post);
Ship your exchange item (free shipping—with tracking link).

5. Special Circumstances

Peak Seasons (Holidays, Black Friday): Response times may extend to 36 business hours (we post a notice on our Site homepage to notify you);
Custom Jewelry Limitations: Once production of a custom piece starts (e.g., metal casting, gemstone setting), changes may incur additional fees or delays—we always confirm this upfront;
International Inquiries: For non-U.S. customers, shipping/return support may take 2–3 business days (due to time zone differences or carrier coordination).

6. Service Improvement Commitment

We regularly review customer feedback to enhance our support—whether it’s adding more custom design options or speeding up response times. If you have suggestions for how we can improve, please share them via [email protected]—your input helps us honor our 70-year legacy of craftsmanship and care.

7. Final Note

This Customer Service Policy works with our Terms of Use, Terms of Purchase, and Privacy Policy. For details on eligibility (e.g., return timelines) or data security (how we handle your contact information), please refer to those documents.

We’re grateful you’ve chosen Jamesaveuy for jewelry that matters. Our team is here to make your experience as meaningful as the pieces you love—reach out anytime.

Email: [email protected]

Mailing Address: Jamesaveuy Customer Support, 13 Commerce Way, Austin, TX 78701, United States