ORDERS, SHIPPING & RETURNS


PRODUCTION TIME

How do I know if the product I ordered is available?

All products featured on the website are available for purchase. What differs is the shipping timeframe. If the product is physically available in stock, then we will be able to ship the product upon reception of the order. If the product is listed available enabling a “backorder”, we will inform you of the amount of time we will need to put the piece into production then ready for delivery.

When will my order ship?

The delivery times vary based on the products and the number of days necessary for us to prepare the product for pick up by a transporter. The average delivery time is between 5 to 20 working days. This includes the number of days necessary for final polishing and perfecting your jewel along with the preparation of the product for pick up by the transporter and the estimated shipping time.

  • Custom items: The timeline for most of our custom pieces is usually 4-6 weeks for production.
  • Orders that contain both in-stock and custom: if your order cannot be fulfilled by your desired date, we will partially ship your items that are ready.
  • Backordered items: Designs sell out often, and we do our best to restock pieces as quickly as possible. If an item goes out of stock, we will be sure to be in touch to let you know within
    24-48 business hours.

SHIPPING

Who is in charge of product delivery?

We ship via DHL internationally.

How will my order ship?

The moment we confirm the availability of the product, we immediately receive the contact details of the buyer and are responsible for packaging and preparing the product for delivery so that our transporter can come to collect the package. The buyer will then receive an email from Joanna Achkar Jewels confirming the purchase.

What are the shipping costs?

The shipping costs are the responsibility of the buyer and are calculated at checkout.

RETURNS & REFUNDS

What do I pay if I return a product?

In the event that a return is made, the purchase price of the product, the packaging cost, and the shipping fees will be settled by the buyer.

How can I return my product?

After agreeing to send the product back, an address will be provided to you where the item will be returned by your transporter.

How will I be refunded?

In the event of a refund, we will reimburse the price of the product as soon as the item is returned to Joanna Achkar Jewels.
In case of a refund, the product must be returned in a perfect state, in its original packaging, and shipped under conditions identical to those of its original shipment. The return costs are
fully borne by the buyer. At our discretion, a refund may be issued without requiring a return. In this situation, Joanna Achkar Jewels does not take title to the refunded item.
In the event that an item is not returned in its original condition, is damaged, or is missing parts for reasons not due to our error, a partial refund will be issued.

EXCHANGES

All sales are final.

Joanna Achkar Jewels does not take title to returned items until the item arrives at the appropriate location. The product cannot be returned unless it is damaged (we need to have proof). If there is a manufacturing defect or production flaw, an exchange is available within 60 days of receiving your order. We will not accept exchanges on customized pieces including: eternity bands, custom-length necklaces or bracelets, jewelry with initials or letters, birthstones or engraving, as well as made-to-order and/or custom jewelry.

Non-returnable items:

  • Made-to-order items
  • Sale items
  • Special Orders
  • Deposits for custom pieces

Can I return a product if it does not suit me?

To be eligible for an exchange, please email [email protected] within 14 days of delivery. Items returned after 14 days will not be processed. Your item must be unused and in its original packaging. We reserve the right to refuse any exchange if we believe the items are intentionally damaged or misused.

REPAIRS

At Joanna Achkar Jewels, quality and craftsmanship are of our utmost concern. However, jewelry, by nature, is delicate. We can only accept repairs for items purchased on Joanna Achkar Jewels platform and/or on joannaachkar.com. Repairs for items purchased at one of our retailers must be returned through the original point of purchase. Pricing for repairs varies depending on the style.

To request a repair please email us at [email protected] with your original order number and a photo of the item you wish to repair. Joanna Achkar Jewels will repair at no charge any breakage caused by manufacturer defect within 60 days of receipt of purchase.

We reserve the right to refuse any repairs if we believe the items are intentionally damaged or misused. If you need a repair after 60 days, we are happy to repair your piece for an additional charge plus shipping & handling.