Mejurs Customer Service Policy

At Mejurs, we believe exceptional customer service is as important as the fine jewelry we craft. Our team is dedicated to supporting you at every step of your journey—from browsing our collection to post-purchase care. This policy outlines the scope of our customer service, how to reach us, and the support you can expect.

1. Our Commitment to You

We strive to deliver personalized, timely, and helpful service to every customer. Whether you have questions about a product, need help with an order, or require assistance with returns or refunds, our goal is to resolve your inquiries efficiently and ensure your satisfaction with Mejurs.

2. How to Contact Us

We offer a primary, reliable channel for customer service to ensure your inquiries are directed to the right team quickly:

2.1 Email Support

Our main customer service channel is email, where you can reach our dedicated team for all types of requests.

Email Address: [email protected]
Response Time: We aim to respond to all emails within 24–48 business hours (excluding weekends and public holidays). For urgent matters (e.g., order delays, damaged products), we prioritize responses to resolve issues as quickly as possible.

2.2 Additional Notes

Currently, we do not offer phone or live chat support, but we ensure that email inquiries receive thorough, detailed responses to address all your needs. If your inquiry requires follow-up (e.g., tracking updates, refund status), we will proactively reach out to you with updates until the issue is resolved.

3. Service Scope: What We Can Help With

Our customer service team is here to assist with the following:

3.1 Pre-Purchase Support

Answering questions about product details (e.g., materials, dimensions, gemstone quality, care instructions);
Providing guidance on sizing (e.g., ring size charts, bracelet length recommendations);
Clarifying order processes (e.g., payment methods, shipping timelines, order confirmation);
Sharing information about product availability (including restock timelines for out-of-stock items).

3.2 Order & Shipping Support

Helping track your order (we will provide a tracking number via email once your order ships, and can assist with locating packages or resolving delivery delays);
Addressing order modifications or cancellations (requests must be submitted via email within 24 hours of order placement—we cannot modify or cancel orders once they have entered the shipping process, typically 1–3 business days after confirmation);
Resolving issues with missing or incorrect items (please notify us within 48 hours of receiving your order, and include photos of the package and items for faster resolution).

3.3 Returns & Refunds Support

We process returns and refunds in line with our 60-day return policy (outlined in our Terms of Purchase), and our team can assist with:

Guiding you through the return process (issuing a Return Authorization Number (RA#), providing return shipping instructions);
Confirming receipt of returned items (we will notify you via email once we receive and inspect your returned product);
Updating you on refund status (refunds are processed within 5–10 business days of inspecting eligible returns, and we will confirm when the refund is sent to your original payment method).

3.4 Post-Purchase Care & Product Support

Sharing jewelry care tips (e.g., how to clean and store your fine jewelry to maintain its quality);
Addressing concerns about product defects (if you notice a manufacturing defect within 30 days of delivery, please contact us with photos—we will assess the issue and offer a replacement, repair, or refund, depending on the situation).

4. What You Need to Provide When Contacting Us

To help us resolve your inquiry quickly, please include the following information in your email:

For order-related issues: Your order number (found in your order confirmation email);
For product questions: The product name or SKU (listed on the product page);
For returns/refunds: Details of the item (e.g., name, quantity) and reason for return;
For damaged or missing items: Clear photos of the package (including shipping label), the item (if damaged), and any relevant receipts or documentation.

5. Exceptions & Limitations

We cannot process returns or refunds for items that do not meet our return eligibility criteria (e.g., used, damaged by the customer, or returned after 60 days of delivery);
We are not liable for delivery delays caused by factors beyond our control (e.g., customs hold-ups, carrier errors, extreme weather)—but we will work with you and the shipping carrier to resolve issues where possible;
For custom or personalized jewelry (if offered in the future), additional terms may apply to returns and support, which will be clearly stated on the product page at the time of purchase.

6. Feedback & Continuous Improvement

We value your feedback—positive or constructive. If you have suggestions for how we can improve our customer service, or if you are not satisfied with the support you received, please let us know via [email protected]. Your input helps us refine our processes and deliver better experiences for all customers.

Thank you for choosing Mejurs. We look forward to assisting you and helping you enjoy the beauty of our handcrafted, everyday fine jewelry.