We are improving our delivery process to make your packages even safer, so there may be a 1-3 business days delay in processing your orders.
- How do I change or cancel my order?
We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Easy Returns Policy once your order has been delivered to you.
- How can I track my order?
Please use the website: https://www.17track.net/en. to track your order. If this is the first time tracking your order and you see a tracking number that says "Pending", please wait a little while and refresh it.
- I placed an order, but never received a confirmation email.
If you do not receive an email from 37Jewelry within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.
To check your orders, please contact our Customer Care team via the [email protected]
- When can I begin tracking my order?
Please refer to our Full Shipping Policy for current processing times and available shipping methods. Note: In-transit times are separate from processing times and are subject to change during the holiday season.
In some cases, we may run out of popular items while processing your order. When this happens, our hottest items typically restock within 3 business days. Rather than canceling your order, it will be held until the item is back in stock and your order is fulfilled! If this happens to you, our Customer Care Team will send you an email notifying you of the delay.
For orders containing multiple out-of-stock items, these items will be refunded back to the original form of payment (minus any applicable discount codes used on the order), allowing us to process and ship the rest of your order as quickly as possible!
Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.
- My tracking has not updated for a while, what is wrong?
If your order takes longer than 1-3 weeks, it usually means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up, and send it back on its way to you.
Please be patient for a little longer and understand that we are doing our very best to rush your orders for you.
Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, or mail forwarding, to your local postal office.
- What if my order is lost in transit?
Rest assured, all our orders are protected by our Order Insurance. If your order does not arrive to you or gets lost in transit, we can certainly issue a full refund for your purchase or resend the item to you.
- Why was my order canceled?
There are several reasons why your order may have been canceled:
- The item(s) sold out.
- There is a delay in replenishment for your item(s).
- We are unable to verify your billing information and/or that your billing address does not match the credit card on file for the order. If the billing address stated on the order does not match what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.
Note: If your order is canceled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.
RETURN & REFUND
- How do I receive my full refund?
We will offer a full refund for all returnable items, excluding the shipping fee. Coupon codes will not be refunded as monetary value.
- How can I return items?
You may check out our Return Policy first, then please contact our Customer Service about which items you want to return.
Note: Item ID is needed, so that our agent can process your return request and offer the nearest return address to you.
- Can I exchange it?
We accept returns for refunds or exchanges within 30 days after delivery. Please make sure items are in good condition and in original packing.
Please note that the exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return it for a refund. Please contact our Customer Service for further help.
- What is the status of the refund?
Most returns can be processed within 5 business days after we receive your package. Considering 5-7 days for delivery, we may need 12-17 days to confirm your refund.
If you have chosen the refund to your credit card, the whole process may need 7-14 business days as your card bank needs to process the refund to you. Please understand that we need to refund your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.
We apologize genuinely for the inconvenience caused and thank you for your kind understanding.
- Is it safe to use my credit card on 37Jewelry
Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard, only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise, the order will be canceled.
- What should I do if there are two of the same charge from 37Jewelry on my bank statement?
The first text message may have been the bank's authorization message, you have not been charged. Please verify your bank card's remaining balance. If you notice that your first order has been double charged, please provide the following information to customer service and we will investigate the issue.
For card transactions, please provide us your payment amount, payment currency, date of the charge, the first 6 digits and last 4 digits of your card, and a screenshot of the transaction details.
For PayPal transactions, please provide us with a PayPal transaction ID. You could also contact PayPal to get the transaction ID
- Why does my PayPal order appear as pending? How can I cancel my PayPal pending order?
PayPal orders using an e-check method of payment will appear as pending. E-check payments are not directly linked to your PayPal account. PayPal must go to your bank to request the funds; therefore, it will take longer.
Contact your bank to verify this case or we can help to cancel your order only when the status turned to completed.
PRODUCT & STOCK
- Do you restock sold-out items?
If an item is marked as "Sold Out", we suggest you check the site frequently in the next two weeks in case it restocks. However, if it does not restock within a few weeks, it is likely to be removed from our online store.
- Where are your products sent from?
We have warehouses in different countries, products will be sent from the warehouse close to your country.
ATTENTION PLEASE: If you choose Express Shipping, all products will be sent from the USA.
Still, have questions? Feel free to contact us at [email protected]