FAQs
SHIPPING & DELIVERY
How can I make changes to my order?
You have 30 minutes to change your order after you have placed it. To make changes to your order, you must contact us at support@jolimoon.com during our business hours. Once the order has been dispatched (if you received a shipping confirmation email), we are not able to modify your order.
When can I expect my order to be shipped?
All orders will be shipped within 1 business day. If you placed an order before 11PM PST, your order would be shipped on the same day.
What shipping carriers do you use?
- US: USPS
- Canada: Canada Post
- Australia: Australia Post
- Europe: DHL eCommerce
Where do you ship?
We currently offer free worldwide shipping of orders over $65.
Tracking shows delivered, but I don’t have my package.
If you need help locating your package, please contact the support team of the shipping company.
RETURNS & EXCHANGES
How can I make a return?
To request a return, navigate to My Account while logged into the site and select the items you are shipping back. If you did not register for an account, please send an email to support@jolimoon.com with your order number, and our staff will help you start your return process.
Can I return a single item from a bundle?
You can return either a single item in bundle or an entire bundle as you wish. Any discount associated with the bundle will be deducted if returned separately.
Can I exchange a product?
Unfortunately we do not offer direct exchanges. Please return your original purchase for a refund first, and place a new order.
When can I expect my refund?
It may take 3-5 business days for our warehouse to process your refund. We will notify once the refund has been processed. The transaction process may take another 3-5 business days depending on the credit card company you are using.
Can I return a gift?
Gifts can only be returned for store credit. For more details, please contact us at support@jolimoon.com.
My item is damaged or incorrect, what should I do?
If you have received a damaged or incorrect item, send a photo of the damaged part or the wrong item you received, along with your order number. After we have verified your claim, our staff will send you a replacement for free.
GENERAL QUESTIONS
Where are you located?
Our headquarter is based in Vancouver, BC, Canada.
How should I take care of my jewelry?
Please always protect your jewelry from sharp blows, scratching, chemicals, sunlight and heat/cold. Store your jewelry in a soft lined box (comes with your purchase) or pouch with an anti-tarnish strip.
Do you offer gift wrapping?
Unfortunately, we do not have gift wrapping option available at this point.
How can I contact you?
If you have any questions, please send us an email at support@jolimoon.com. Our staff will get back to you as soon as possible.
The item I want to order is out of stock, when will it be back in stock?
Most items get replenishment at the end of each month. If you don’t see your item to be available at the end of each month, contact our staff at support@jolimoon.com for more details.
I forgot to add a promo code, what should I do?
If you need a price adjustment or forgot to add a promo code, please contact us at support@jolimoon.com Please note that we offer price adjustments only within 14 days of your order being shipped.