FAQ (Frequently Asked Questions)
JEOEL products are made of 925 sterling silver, which means 92.5% of the metal is pure silver, while the remaining 7.5% is made up of copper and other elements. This is the highest international standard of wearable jewellery silver.
On top of that, JEOEL products are plated with either rhodium (a component of white gold), yellow gold or rose gold,
- To provide a clean and shiny finish favoured by our customers
- To make it safe to wear for people who have hypoallergenic reactions to nickel
- To protect the silver underneath from tarnishing
We also prefer to feature natural and ethically sourced diamonds and precious gemstones such as ruby, sapphire, moonstone, rose quartz, amethyst, blue topaz and more.
Because precious gemstones are formed in the Earth millions of years ago without any interference from man, they may include natural flaws that make each piece truly unique.
2. Do your products tarnish or turn black?
Our rhodium (a component of white gold) and gold plating serve to protect the silver from tarnishing. However, due to wear and tear, the plating may wear off naturally after 1-2 years. We provide a replating service for your JEOEL jewellery at a cost price. Just bring your JEOEL jewellery to any of our outlets for a quotation, and collect it back good as new within a week.
Alternatively, you may email us at email@example.com, where we will advise you on how to mail back to our HQ for repairs. Postal fee to send item for repair will be borne by customer.
A variety of factors may cause the plating to wear off over time including:
- the climate,
- perspiring (sweat),
- water (and especially swimming pool water),
- washing detergents,
- accidental scratching,
- knocking and denting of the accessory.
Refer to Product Care.
4. What is the difference between gemstone & crystal?
A gem can be a crystal, while a crystal may not be a gem.
Crystal comes from the word crystallisation, which is a formation process. There are genuine crystals (e.g pure quartz, pure citrine), but Crystal has also become a blanket marketing term for lab-created manmade stones, it usually is a mixture of quartzes with other materials such as sand and glass. Be sure to ask the jeweller you are dealing with whether their crystals are natural.
Gemstones are crystallised/formed deep in the earth for millions of years. It is 100% a product of nature, with its unique characteristics. Gemstones are rare pieces of minerals that are found in the ground, mined and then cut and polished to be used in jewellery and other decorative pieces.
5. What is the difference between a gemstone & man-made stone?
Natural gemstones are formed naturally deep in the Earth, taking millions of years. The stones are mined from the ground to be made into various products. Hence, gemstones are prized for their beauty, durability, and rarity (hence the price difference). Natural gemstones are made by Mother Nature, every piece is unique, irreplaceable and special – just like us.
Man-made and lab-grown stones can be mass produced – grown in the lab or simulated by technicians within a controlled environment to produce a product mirroring natural gemstones. This method is used to meet consumer demands and lower prices for everyone involved from production to retail.
6. Where are JEOEL products made?
We work with our trusted network of various manufacturers of various expertise (enamelling, clasp engineering) to bring you the best combination of product expertise. Interchangeable designs are made in our local factory under the DeGem group of companies, well known for its innovation and legacy of quality.
7. Is there warranty on the accessories?
JEOEL has a 30 days limited warranty [from date of purchase] – for cases determined by the repair centre to be manufacture defect – in such cases, purchased item will be repaired or replaced for free, subject to availability of stock and raw material.
Such items must be reported immediately to firstname.lastname@example.org with evidence in the form of photos to kickstart the return and replacement process, within 30 days of purchase.
We do not accept exchanges or returns at our physical retail stores, as all online stock is dispatched from and inventoried at HQ itself.
30 days after the item is purchased, items that are damaged in the course of wear and tear can be submitted for repairs, but will incur a small fee, depending on evaluation/diagnostic of JEOEL's repair centre.
We only charge labour cost to repair item, we do not profit from this cost.
8. Can we bring the items back for cleaning?
Yes, you can if you are visit our stores in Kuala Lumpur, Malaysia. We are more than happy to perform simple cleaning services for your accessories FREE of charge. Just drop it by the store and allow 10-15 minutes.
9. I want to give this ring as a gift / I just received a JEOEL ring as a gift, but it does not fit! Do you resize rings?
We do not provide resizing services for rings and bangles. If the product you ordered is not of the size that fits you best, please email us at email@example.com within 24 hours of receipt to lodge an exchange for the sizing of your choice.
Do follow procedures under Returns and Exchanges. Once we have received the product back in unused and in original condition, with original receipt, we will send you the requested correct sizing.
10. I want to custom make my own jewellery, do you offer this service?
We do not provide these services at JEOEL. However, we can refer you to our sister companies at Diamond & Platinum or DeGem for customisable jewellery.
11. I just got a voucher from the online store, JEOEL.com. Are they redeemable at the retail store?
Vouchers given out are exclusive to their location and serve different stores. Do check the back of your voucher Terms & Conditions for more details.
12. Do you have a physical store where I can visit to purchase?
Yes we have outlets at 1Utama, Sunway Pyramid and Sunway Velocity Mall in Kuala Lumpur, Malaysia. Our friendly sales staff will be more than happy to show you how our products look like, and advise on how to style or pair items better.
Find out the locations of the stores here.
13. Are the prices cheaper online?
Prices are the same and standardised online and offline. However, there are sometimes different promotions or stocks available online and offline.