Order and Shipping
After you place an order and make the payment, a confirmation will be automatically generated to your email. If you find any discrepancy between your intended order and our records, please email us immediately at firstname.lastname@example.org.
Once your product is shipped, you will be notified through email with a tracking number for you to monitor your shipment.
Shipping will take 3 to 5 business days within Malaysia. Shipment to destinations beyond Malaysia may take 8-14 days depending on the location.
Delivery fees are charged separately from the price of the products.
All shipping prices indicated exclude custom duties and fees which may be incurred for international shipments outside of Malaysia. Additional custom duties and fees will be borne by the customer.
If you intend to change your address after confirming your payment, please contact us as soon as possible. Once your item is shipped, you will not be able to change the shipping address.
If you have a change of mind after ordering, please email us immediately at email@example.com.
Depending on the status of your order, you may be able to cancel your order. We will respond to inform you if the cancellation is successful.
If the product(s) has been discounted either by promotion or coupon codes, the amount refunded will be based on the net amount that you have paid. Delivery charges that were paid during the initial order is not eligible for any refund.
JEOEL reserves the right to deny a refund or exchange if the product(s) does not meet the Return Policy requirements above.
JEOEL reserves the right to make final decisions and to alter this policy at any time.
Warranty (within 30 days of purchase)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.
Any issues with items purchased online at jeoel.com need to be reported strictly to firstname.lastname@example.org with evidence in the form of photos to kickstart the return and replacement process, within the 24 hours of receiving your product.
As all online stock is dispatched from and inventoried at Headquarters itself, we do not accept item submissions at our physical retail stores if you do not have authorisation from our email response.
Once we receive your email, we will reply with return instructions and a Return Order number. You have the option to mail return the product to our HQ within 14 days (return courier charges will be borne by the customer), or drop off the product at our physical retail store.
If defect item has run out of stock, JEOEL reserves the right to offer replacement with another item of similar value.
JEOEL’s warranty against defects does not cover loss, damage, breakage, changes in appearance, dropping of stones, or gradual degradation of purchased items due to: normal wear, tarnishing, careless handling, improper use, or use outside JEOEL’s care instructions.
Items that are determined by JEOEL's repair centre to be damaged in the course of wear and tear, can be repaired depending on material availability, and will incur labour fees at cost price.
Tarnishing occurs naturally and therefore, replating of jewelry is not covered by warranty against defects, and will incur additional charges.
Enamel items might change colour over time due to the course of wear and tear, and is not covered by warranty against defects.
ExchangesGoods sold are not refundable.
Engraved items are not entitled for exchange.
Exchange is only allowed for same item of different size within 7 days from date of purchase, subject to size availability. Please email us immediately at email@example.com within 24 hours after receiving your product. We do not accept exchanges without your proof of email.
Once we receive your email, we will reply on business days with return instructions and a Return Order number. You have the option to mail return the product to our HQ within 14 days (return courier charges will be borne by the customer), or drop off the product at our physical retail store.
We do not accept exchanges at our physical retail stores if you do not have authorisation from our HQ email response. Only once your exchange is processed with a Return Order number, the physical store of your choice will be authorised to collect your items.
Item to be exchanged must be returned in unworn and original good condition, together with original sales receipt and original JEOEL packaging.
Any returned item must be checked and verified by JEOEL staff and/or repair centre for its condition. Any item which is deemed damaged by wear and tear will not be accepted for exchange.
Items can only be exchanged once for every purchase.
Promotional and discounted items are strictly not allowed for exchange.
Our stores are not authorised to give cash returns.
Management reserves the right to change these terms and conditions without prior notice.
Repairs/Replating at cost priceShould your item need repairing, you may email us at firstname.lastname@example.org, 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.
If you are based in or stopping by Kuala Lumpur, you may also submit to our physical store, where it will be transferred back to our repair centre for diagnostic and subsequently repair or replating. This process typically takes 15 business days.
We only charge labour cost to repair item, we do not profit from this cost.
Management reserves the right to not repair discontinued items.
JEOEL strictly does not accept jewelry from other brands for repairs or replating.
JEOEL reserves the right to not service JEOEL jewelry purchased from unauthorised locations.
You are welcome to bring purchased JEOEL items back to JEOEL outlets for free cleaning service.
To learn how to keep your JEOEL product pristine for longer, read our Product Care Advice.