1. Overview

This policy outlines the procedures for resolving issues with orders. We are committed to providing prompt and fair resolutions for delayed orders, non-delivery, damaged or incorrect items, and order cancellations.

Our refund and return policy lasts 30 days from the date of delivery. If this period has passed, unfortunately, we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused, in the same condition as received, and in its original packaging.

2. Non-returnable items:

  • Personalized or custom-made jewelry
  • Earrings (for hygiene reasons)
  • Gift cards
  • Items marked as Final Sale

3. General Guidelines

  • Dispute Process:
    All refund, resend, and return requests must be initiated through our official support system. This ensures proper tracking and timely resolution. Please provide any requested evidence (e.g., photos, videos, or order details) when submitting a claim.
  • Response Time:
    Once a dispute is submitted, our customer support team will review the request and respond within 48 hours with next steps.
  • Communication:
    All communications regarding order issues should be conducted through our designated support channels (email, live chat, or support ticket system).
  • Refunds
    Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within a few business days.
  • Exchanges
    We replace items only if they are defective or damaged.
  • Shipping Returns
    To return a product, you should ship it back to the sending address. You are responsible for the return shipping costs. We recommend using a trackable shipping service, as we do not guarantee receipt of returned items.

4. Order Issues

A. Delayed Orders

  • Definition of Delay:
    If your order has not arrived within the estimated delivery timeframe provided at purchase, it may be considered delayed.
  • Action Required:
    • Check Tracking: Verify the latest tracking information using the provided tracking number.
    • Submit a Request: If the order remains delayed beyond the promised timeframe, contact our support team with your order number and any relevant details.
  • Resolution:
    Depending on the circumstances, we may offer a refund, resend the order, or provide store credit. Delays caused by external factors (e.g., customs or weather) will be reviewed on a case-by-case basis.

B. Orders Not Received

  • Non-Delivery Claims:
    If tracking shows delivery but you have not received your order, please:
    • Contact Your Local Carrier: Sometimes the carrier may have additional delivery details or hold information.
    • Submit a Claim: If the issue isn’t resolved by the carrier, submit a non-delivery claim along with any confirmation details provided by the carrier.
  • Resolution:
    A valid non-delivery claim will result in a refund or a resend of your order. Documentation from the carrier (such as a delivery exception notice) may be required.

5. Product Quality Issues

A. Damaged Products

  • Full or Partial Refund/Replacement:
    • Severe Damage: If a product arrives severely damaged, we will offer a full refund or send a replacement.
    • Minor Damage: For slight cosmetic issues that do not affect functionality (e.g., small scratches), we may offer a partial refund or replacement at our discretion.
  • Documentation:
    Please provide clear photos or videos showing the damage along with your order number when submitting your claim.

B. Incorrect or Missing Products

  • Incorrect Items:
    If you receive an item that differs from what you ordered, please contact us immediately.
  • Missing Components:
    For products missing components essential to their function:
    • Submit a Claim: Provide images and details of what is missing.
    • Resolution: We may send the missing part or offer a refund for the affected portion.
  • Minor Omissions:
    For non-critical missing elements (e.g., additional accessories), a partial refund or resend may be offered after review.

6. Order Cancellations

  • Cancellation Policy:
    • Orders can be canceled for a full refund if the request is made before the order is processed or dispatched.
    • For custom or special orders (e.g., personalized items), cancellations may not be accepted once processing has begun.
  • How to Cancel:
    Contact our support team with your order details. If the order has not yet been processed, we will cancel and refund your purchase.

7. Additional Terms

A. Dispute Deadline

  • Time Limit:
    Refund, resend, or return requests must be submitted within 14 days of the order’s delivery date. Requests received after this period may not be eligible for resolution.

B. Force Majeure

  • Unforeseen Events:
    We are not responsible for delays or damages caused by circumstances beyond our control, such as natural disasters, customs delays, or extreme weather. In such cases, we will communicate any known issues promptly.

C. Shipping Limitations

  • Tracking and Delivery:
    Some shipping methods may have limited tracking information. We advise that you monitor your order closely and contact us if there are any concerns.
  • Returns Shipping Costs:
    In most cases, customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong or damaged item).

D. Unacceptable Disputes

  • Exclusions:
    The following issues are not covered by this policy:
    • Buyer’s remorse or change of mind.
    • Incorrect orders due to input errors (e.g., wrong shipping address provided by the customer).
    • Minor cosmetic imperfections that do not impact product functionality.
    • Issues clearly stated in the product description prior to purchase.

E. Third-Party Fulfillment Disputes

For logistics-related issues with orders fulfilled through our trusted partner, CJ Dropshipping, we will assist in resolving disputes through their resolution system. While we work closely with CJ to provide a seamless shopping experience, FabbyJewels remains committed to addressing any concerns and ensuring satisfactory outcomes for our customers.

8. How to Contact Us

  • Customer Support:
    For any questions, disputes, or additional assistance, please contact our customer support team via:
  • Response Time:
    Our support team is available 24/7 and will strive to resolve your issues as quickly as possible.

We continuously work to improve our service and customer satisfaction. Please review this policy periodically for any updates or changes.