FAQs
WHERE ARE WE BASED?
In Germany
Q: DO WE SHIP INTERNATIONALLY?
A: Yes! We ship to almost every country - please feel free to message us to ask if we ship to your country.
Q: HOW LONG DOES SHIPPING TAKE?
A: JilMaurice-LuxuryJewelry is working with global merchants and artisans in order to provide you the best prices and the most qualified products.
Please allow 2.5-3 weeks for our world-class in-house jewelers to craft your piece to perfection. On average, once processed and shipped out, orders usually deliver within 6 to 12 business days. Unless you payed for express delivery that would make it 3-6 business days from the day we finished your product.
Please do not panic if it does not show up immediately, it's on its way. If you need tracking informations just send us an email.
Please be advised that if ordering a custom-made product (Custom Name Pendants) that they will have an additional processing time.
For international orders, please allow up to 30 days, after processing. Orders process in 2.5-3 weeks.
Q: WILL I RECEIVE MY ORDER?
A: Absolutely! We personally ensure the shipping of every single order that we send out. If for any reason your tracking number updates as delivered and you don't receive your order within 1 business day, please contact us and we will send you another piece completely free or provide you with a partial refund, whichever you choose, just as long as you entered in your correct address when placing your order.
*We are not completely responsible for any lost or stolen packages, so please make sure that when entering in a delivery address, that the address you enter is safe and is one that you trust.*
Q: IS THIS WEBSITE SECURE WITH MY PERSONAL INFORMATION?
A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will only be used one-time only upon the purchasing of your product. Then your credit card information will be purged.
Q: HOW DO I PLACE AN ORDER ON THE WEBSITE?
A: Simply find the pieces you want and click the "Add To Cart" button. Fill in your shipping and billing information and we'll have your order shipped out to you as soon as possible!
Q: DO WE PROVIDE A QUALITY GUARANTEE FOR ALL THE PRODUCTS BEING SOLD?
A: Absolutely! If you do not like the product or the product is damaged, contact us immediately! We do all we can to ensure you have the best possible shopping experience. You can contact us and we'll get it addressed asap!
Q: MY SON/DAUGHTER MADE A PURCHASE WITHOUT MY PERMISSION - WHAT DO I DO?
A: ***DISCLAIMER*** All buyers under the age of 18 must check with a legal parent/guardian before making a purchase. By making a purchase you verify that you are 18 years of age.
If your child has made an unauthorized purchase on our site, please contact us and we'll be able to work something out.
Q: HOW DO I RETURN?
- Enter your order number and email address in the fields above and click Start:
- https://www.jilmaurice.com/a/returns
- You will get a confirmation email with the shipping guidelines once the return request is approved
Q: WHAT ITEMS ARE RETURNABLE?
You can return your items within 30 days of receipt of your shipment.
- They must be in original condition
- For clothing, unwashed and unworn
- In the original packaging
Free gifts or promotional items are not returnable!
Q: WHAT DO I DO IF MY QUESTION IS NOT ANSWERED HERE?
If you have any additional questions that are not addressed in our FAQ. Please contact us and we will get back to you as soon as possible!