How Can We Help?

The health and safety of our customers and employees is paramount to everything we do. As such, all of our offices and factories are being cleaned and disinfected on a regular basis.

All of our employees have been sanitized prior to any contact with the jewelry. Each jewelry is carefully cleaned, disinfected, and polished before it is packed and shipped.

We are closely monitoring this developing situation and making adjustments as necessary to ensure a sterile and safe work environment.

Each product comes at various sizes (can be found in each Product Page). Please check out ourSize Guideto determine the size you need.

Yes, all our precious metals are purchased from government certified vendors. All items have a stamp of authenticity on it. All our silver jewelries are made of 0.925 sterling silver, and our gold jewelries are made of solid gold, with 10k or 14k purity level that is indicated on the item.

You can find all item-related information on each individual product page.

All our products are 100% nickel-free.

Business is up and running as usual here at JUUR. As for now, and until further update, all orders should arrive on time as mentioned on the estimated delivery date.

For extra precautions, we added two extra days to the estimated delivery date.

We are tracking all parcels and in touch with all the courier companies to make sure all is running smoothly.

Yes, we ship all over the world.

Free standard shipping on all orders.

We also offer express an urgent shipping method at addtional cost. and you will see the cost during check out.

Your item is being produced according to the shipping method you chose when placing your order.

Tracking Your Order
Click here to track your order status. If you haven’t received a shipping notification, your order is still in production.

Shipping Notification
Once your product is on its way we’ll send you a Shipping Confirmation email that states your delivery date and tracking number, depending on the shipping method you chose.

Please make sure to enter the exact email address that was used to place your order.

If you are having trouble tracking your order, please contact us.

If your postal tracking number isn’t working, please allow up to 48 hours and try again.
Sometimes the information on the shipping websites takes longer than usual to show updates.

Late Package
If your order delivery date has passed and you still haven't received your package, we recommend that you try the following (it’s proven helpful to other customers in the past):

*Check your shipping details on the Order Confirmation and make sure they’re correct.

*Ask other members of your household if they have accepted the package, as this is a common occurrence.

*Check (if applicable) with your doorman, by your garage, or perhaps a side door.Orders are sometimes left there by the postal service.

*Ask your local post office if they can provide any further information on the whereabouts of your package and be sure to have your tracking number with you on hand.

Please note that if your order is being shipped outside United States shipping timeframes may run differently.

If you are still unable to locate your order, please contact our Customer Care Team for assistance.

Although it is rare, sometimes your tracking number will say "Delivered" before your package has arrived. If this happens to you within 36 hours of the expected delivery, please try the following:

*Check your shipping notification email to ensure your package was shipped to the correct destination

*Look for a notice of attempted delivery

*Look around the delivery location for your package

*See if someone else in the house accepted the delivery

*Wait 36 hours -- in rare cases packages may say delivered up to 36 hours prior to arrival

You will not be charged any customs fees by selecting our flat mail rate.

However, by choosing express or urgent shipping, you may be charged customs fees due to strict customs inspections.

Please note: We will only pay for the customs fees generated by flat mail. If you select express shipping, you may be charged for any customs fees.

If you would like to change your address before your order is shipped, please contact us and we will update the address in your order accordingly.

Please make sure to include:

Name{Street:}{Number/ PO Box}CityStateZip codeCountry

We can change your shipping address for you until your item is being packed. That's the stage we carefully pack your personalized jewelry and prepare it for shipping. 

Any changes made to an order while it is still during production will happily be accommodated, free of charge. To avoid having your order arrive late, we advise against making changes during popular national events and holidays.

If you already placed your order but selected the wrong product or want to change the personalization details, please contact our Customer Care Team.

We’ll be more than happy to modify your order, at no extra charge, as long as it hasn’t shipped.

Please select the option shown below:

If your order is still in production and you would like to change the size of the chain, all you need to do is contact us with the correct chain length and we will make the change for you if it is still possible.

My jewelry is faulty, what should I do?

We are sorry to hear that your order is faulty!

We are happy to assist you with any issues, but first our customer care team are obliged to receive a picture from you in order to proceed with a reorder for a replacement item.

Please contact our Customer Care Team:

and provide us with the following information:

*Your Order ID number

*A picture of the faulty item

*The item's name and item ID

It is required to send a picture of the faulty item for us to determine how to proceed.

We'll get back to you as soon as we can to offer a replacement item according to our warranty policy.
Please note to check your email to see if you've received a response from us within a few hours.

Your replacement item will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.

We want to assist you and send out a new chain to you!

Please contact our Customer Care Team:

and provide us with the following information:

*Your Order ID number

*A picture of the damaged chain

*A description of the damageThe chain size you want

It is required to send a picture of the damaged chain for us to determine how to proceed.

We'll get back to you as soon as we can, and depending on whether you have warranty,we will offer a replacement chain which can be easily reattached with a pair of pliers, or by your local jeweler.
Your replacement chain will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.

Cancellation & Changes

Production of your personalized item will begin immediately after we have processed your order.

*What is the cancellation time frame?Since each item is uniquely made for our customers and we start production straight away, please let us know up to 2 hours after placing your order that you want to cancel it. Please be advised that after 2 hours, a 30% restocking fee may be charged. To cancel your order, please contact our customer care team  here.

*How do I get a refund?f you are eligible for a refund, it will be issued to the account you used to make your purchase. once your refund is processed, it may take up to 7 business days to appear on your account.

*How can I make a change in my order?We all change our minds, if you wish to change something in your order before it has shipped, you do not need to cancel your order and place a new one. Please  contact us and we will gladly assist you.

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Returns & Exchanges

If you are not 100 % satisfied with your product, we will be happy to exchange it for something else within 100 days of purchase.

*Exchanges:You must return your original item before we are able to send your new item to production.Please let us know before doing so and send a clear picture of the item.If the new item you have chosen has a different monetary value than your original item, you will be sent either a money order or refund, whichever is appropriate.

*Returns:Returns of personalized and Final Sale items are eligible for a partial refund and are subject to 30% Restocking Fee.

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Faulty Item

If you think that the item you received is faulty or incomplete, please  contact us immediately.

*Please visit our ‘Contact Us’ page, select ‘Inquire about received order’ and proceed the relevant category from the dropdown menu (My item is damaged, There is a mistake in my order/Something is missing, etc.).

*Attach a clear image of the faulty item and describe the matter.

*Once a customer care representative has received a clear picture and approved your claim, you will be offered a free reorder, if the item is within warranty.

We're sorry to hear that an item is missing!

We ask that you please check your Order Confirmation to make sure that the details are correct and as you ordered.
If an item is missing, please contact our Customer Care Teamwith your order number, the name of the missing item, and a link to the item webpage if you have it. We will resolve this issue for you as quickly as we can.

If the mistake is ours, we are happy to rectify our mistake and to offer a free replacement item for you with the correct inscription.
When contacting us, please make sure to add the following details so that we can assist you in the best possible way:

*Your Order ID number 

*A picture of the item you received

*The correct inscription

We are sorry to hear that your order is not to your taste.

We are happy to offer you to exchange the item for another, but first our customer care team request to receive a picture from you in order to make sure the item matches our quality standards, and that the details are as described on site.

When contacting us, please make sure to include the following details so that we can assist you in the best possible way:

*Your Order ID number

*A picture of the item 

*you receivedFeedback on the item

*Link to the item that you would like to exchange to