Customer Service Policy – Mejuries

At Mejuries, we believe that the experience of owning our handcrafted fine jewelry extends far beyond the moment you click “purchase.” It’s about the trust you place in us, the joy of unboxing a piece that feels uniquely yours, and knowing that we’re here to support you every step of the way. This Customer Service Policy outlines our commitment to ensuring your journey with our everyday fine jewelry—from delicate necklaces to minimalist earrings—is as exceptional as the pieces themselves.

Our Promise

We are dedicated to providing personalized, timely, and empathetic support to every customer. Whether you’re a first-time buyer or a long-time collector, we treat each inquiry with the care and attention it deserves. Our goal is to make you feel valued, heard, and confident in your choice to wear Mejuries.

What We Can Help With

Our customer service team is trained to assist with all aspects of your Mejuries experience, including:

  • Product Details: Answering questions about materials (like gold vermeil, sterling silver, or ethically sourced gemstones), sizing, care instructions, and design inspiration behind our handcrafted pieces.
  • Order Support: Providing updates on order status, tracking information, and delivery timelines (see our Shipping Policy for specifics). We can also help with address changes (if your order hasn’t shipped) or modifications to your purchase.
  • Returns and Refunds: Guiding you through the return process, explaining eligibility criteria, and updating you on refund status (refer to our Refund Policy for details).
  • Account Assistance: Helping with account creation, password resets, order history access, and updating personal information.
  • Defect or Damage Concerns: Addressing issues with jewelry that arrives damaged or shows signs of manufacturing defects, and offering solutions like replacements or repairs.
  • Styling Advice: Sharing tips on how to layer necklaces, mix metals, or pair earrings with different outfits to make the most of your Mejuries pieces.
  • Feedback and Suggestions: Listening to your thoughts on our products or services to help us grow and improve.

How to Reach Us

We offer multiple ways to connect, so you can choose what works best for you:

  • Email: Send your inquiry to [email protected]—our primary channel for detailed questions. Include your order number (if applicable) and photos (for issues like damage) to help us assist you faster.
  • Online Contact Form: Submit a message through the form on our website, and we’ll respond to the email address you provide.
  • FAQs: For quick answers to common questions (like shipping timelines or care tips), visit our Frequently Asked Questions page—updated regularly to address the topics our customers ask about most.

Response Times

We know waiting for help can be frustrating, so we’ve set clear standards:

  • General Inquiries: We aim to reply to all emails and contact form messages within 24-48 business hours. This includes questions about products, orders, or account issues.
  • Urgent Matters: For time-sensitive concerns—such as a damaged item upon delivery or a missing package—we prioritize your message and aim to respond within 12-24 business hours.
  • Peak Periods: During busy times (like new collection launches or holidays), response times may be slightly extended, but we’ll always send a confirmation email within 48 hours to let you know we’ve received your inquiry.

How We Resolve Issues

If something doesn’t go as expected, we follow a simple, customer-first process:

  1. Listen Carefully: We take the time to fully understand your concern, whether it’s a problem with your jewelry, a shipping delay, or confusion about sizing. The more details you share, the better we can assist.
  2. Offer Clear Solutions: We work to find a resolution that feels fair and satisfactory, whether that’s a replacement, refund, repair, or styling advice. We’ll explain our proposed solution in simple terms and outline the next steps.
  3. Follow Through: We keep you updated until the issue is resolved, and we check in afterward to ensure you’re happy with the outcome. Your satisfaction isn’t just a goal—it’s a promise.

Jewelry Care Support

Our team includes experts who can provide tailored guidance on keeping your handcrafted jewelry looking its best. Whether you need tips on cleaning gold vermeil, storing delicate chains, or protecting gemstones from tarnish, we’re here to help you preserve your pieces for years to come. Just ask—we’re happy to share our knowledge!

Your Feedback Matters

We’re constantly striving to improve, and your input is invaluable. Whether you have a compliment, a suggestion, or a concern, we encourage you to share it. We review all feedback regularly to train our team, refine our processes, and ensure we’re meeting (and exceeding) your expectations.

Accessibility

We’re committed to making our customer service accessible to everyone. If you have specific needs or require assistance in a particular format, please let us know, and we’ll work to accommodate you.

Contact Us

For any support related to your Mejuries jewelry, reach out to us at [email protected] or use the contact form on our website. We’re here to ensure your experience with us is as beautiful as the pieces you wear.

Thank you for choosing Mejuries—we’re honored to be part of your everyday story.