Order & Shipping Issues

LOST PARCELS

In case items are lost in transit, please email to customjouel@gmail.com, and we shall investigate it. Once confirmed, a replacement will be sent within 3 business days.

SHIPPING SAYS ORDER IS ‘IN TRANSIT’
If you've paid to use tracked service, and if the tracking site shows the parcel is still in transit, it means the order is being shipped to your local courier (USPS, Royal Mail, Canada Post, etc). Once it arrives to your local courier, tracking information will be updated. 

I HAVEN"T RECEIVED MY PARCEL BUT SHIPPING SAYS 'DELIVERED'

If you've paid to use tracked service, and if our tracking system marks the order as delivered, and you still haven’t received the order, it's not a guarantee for us to issue a refund or resend a new order. To protect us from fraud, we will look into the issue individually in detail, and will come out with a solution.

If you have any questions, please contact us at: customjouel@gmail.com and we will try our best to help you out.

I RECEIVED A WRONG DESIGN

If it happens that you've received a wrong design, including but not limited to wrong engraving, wrong colour, defective parts that can't be fixed, please email us your proof at customjouel@gmail.com, and we will help you sort this out by sending a replacement with free shipping.

ITEM DAMAGED VIA POST

If the item you received arrived damaged or was broken in transit, please contact us within 7 days of receipt. We will send a replacement of the item with free shipping. Photo evidence of the damaged item may be required.

IT'S NOT AS EXPECTED

If the item is a personalised order, we do not offer any item exchanges or refunds. However, for any issues, please email to: customjouel@gmail.com, and we shall be happy to discuss with you. 

For refunds & exchange policy, please visit HERE