Frequently Asked Questions

Where do you ship to? ⌃

We currently ship within the United States only. Shipping availability may vary for Alaska, Hawaii, Puerto Rico, PO Boxes, APO/FPO/DPO addresses, and other U.S. territories or special-address locations.

How much does shipping cost? ⌃

We currently offer free standard shipping on eligible U.S. orders. No minimum order value is required.

How long will it take to receive my order? ⌃

Orders are processed within 1–3 business days. Once shipped, estimated delivery is 4–8 business days, for approximately 5–11 business days in total.

Delivery times are estimates and may vary due to the carrier, your location, weather, customs processing, or busy periods. Tracking information will be provided once your order ships.

I received a damaged, defective, or incorrect item. What should I do? ⌃

Please contact us as soon as possible and include your order number, a description of the issue, and clear photos of the item and packaging where relevant.

If we confirm that the item is damaged, defective, or incorrectly shipped, we will offer an appropriate replacement or refund.

If we require the item to be returned, we will cover reasonable tracked return shipping costs. Please do not send the item back before receiving return instructions from us.

Email us: support@janetandsandrajewelry.com

What is your return policy? ⌃

You may request a return within 30 days of receiving your order. Items must be unused, in the same condition in which you received them, with all original tags attached and in their original packaging.

Please note: standard returns must be shipped to our return center in China. Customers are responsible for the cost of tracked return shipping and any applicable return-related customs duties, taxes, or charges.

Once your return has been received and inspected, approved refunds will be issued to your original payment method.

How do I start a return? ⌃

Email us with your order number, the item you would like to return, and the reason for the return.

We will provide the correct return address in China and any instructions that apply to your return. Please do not send your return before contacting us.

For standard returns, please use a tracked shipping method and keep your shipping receipt and tracking number until your refund has been processed.

Email us: support@janetandsandrajewelry.com

What happens if my package is lost? ⌃

If your order has not arrived within 30 days after the latest estimated delivery date, please contact us with your order number and tracking information.

We may ask you to confirm your shipping address, provide tracking screenshots, or check with household members, neighbors, or the local carrier.

Our investigation may take up to 10 business days. If the package is confirmed as lost, or the carrier cannot provide proof of delivery, we will offer either a replacement at no additional cost or a refund to your original payment method.

What payment methods can I use? ⌃

You can pay with Visa, Mastercard, American Express, Apple Pay, or Google Pay. Payment information is securely encrypted during checkout.

How can I reach you? ⌃

Our customer service team is happy to help with questions about your order or our jewelry.

Customer service hours: