Returns & Delivery Policy

Last Updated: March 15, 2025

Welcome to Juvelita! This Returns & Delivery Policy explains our shipping procedures and return conditions, including important details about custom-made jewelry.

1. Delivery Information

1.1 Order Processing Time

  • All jewelry sold on our platform is custom-made by individual vendors.
  • Processing times vary depending on the vendor and the complexity of the order.
  • Each vendor specifies their estimated processing time on the product page.
  • Once your order is ready, you will receive a shipping confirmation email with tracking details.

1.2 Shipping Methods & Estimated Delivery Times

  • Standard Shipping: estimated delivery within 5-7 business days after dispatch.
  • Express Shipping: estimated delivery within 2-4 business days after dispatch.

* Delivery times may vary based on the destination and courier service.

1.3 Shipping Costs

  • Shipping costs are calculated at checkout based on the delivery address and shipping method selected.
  • Free shipping may be available for orders over a certain amount.

1.4 International Shipping

  • We currently ship within Europe.
  • Customs fees, duties, or taxes imposed by the destination country are the responsibility of the customer.

2. Return & Refund Policy

2.1 No Returns on Custom-Made Jewelry

Under Article 16(c) of EU Directive 2011/83/EU, custom-made or personalized jewelry is non-refundable and cannot be returned, as it is specifically crafted according to the customer’s request.

Exceptions: Returns or refunds are only accepted if:

  • The item arrives damaged or is defective.
  • The item received does not match the order specifications.

2.2 How to Report an Issue?

If you received a defective or incorrect item, please contact us within 48 hours of receiving your order by emailing info@juvelita.com with the following details:

  • Order number
  • Photos of the issue
  • A brief description of the problem

We will assess your request and provide instructions for resolution (replacement, repair, or refund where applicable).

2.3 Refund Processing

  • Approved refunds will be processed using the original payment method.
  • Refunds may take 5-10 business days to reflect in your account.

2.4 Who Covers Return Costs?

  • If the return is due to damage or an error on our part, we will cover the return shipping costs.
  • If the return does not meet our policy conditions, it will not be accepted.

3. Additional Information

  • If your order is delayed beyond the estimated shipping time, please contact us for updates.
  • We are not responsible for lost or stolen packages once the order has been marked as delivered by the courier.

For any further inquiries, please reach out to our support team at info.juvelita@gmail.com.

📌 Note: This policy is linked to our Terms & Conditions for full legal coverage. Please review both documents before making a purchase.

Thank you for choosing Juvelita!

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