FAQ

Q: I have a question, how can I receive help?
A: We are here to help you,
You can call us (704) 987-6544 (Local) 1 877 843-5269
Q: My gift card will not work at check out?
A: In store gift cards have a 16 digit number. Unfortunately our website only accepts up to 13 digits. If you email CustomerService@jewelboxonline.com we can convert your store gift card to a 13 digit number, making it compatible to use for you online purchases. Please include your name and phone number with the 16 digit number.
Q: I emailed my gift card number and haven"t gotten a response yet.
A: Please give us 24hrs to respond to your email. If you email us between Friday and Sunday, we will not get back to you until the following Monday. Our office is closed on Holidays
Q: How do I enter my new gift card number online?
A: You need to log into and or create your JB account. Click on "My account" in top right hand corner and then choose the second to last option "enter gift certificate". You can enter your new 13 digit number here and it will show up automatically at checkout and deduct from your total.
Q: Does my gift card expire?
A: Spend it all at once or take your time, your gift card and online gift certificates do NOT expire
Q: How can I check my gift card or online gift certificate balance?
A: Simply log into your JB account and choose the third to last option "view gift certificate balance"
Q: I bought an online gift certificate for a friend and they never received an email?
A: Please email CustomerService@jewelboxonline.com immediately and we will re-send the email containing the gift certificate. Sometimes our emails can go to Spam folder.
Q: What information can I find under "My Account?"
A: You can find lots of useful information under "My Accounts". Look up order history, shipping and billing info, and special features like "my rewards" and "gift certificates"
Q: I"m not happy with the items I bought, what is your return policy?
A: We are sorry to hear that but we want you to have the best shopping experience with us. We offer returns within 14 days of purchase, provided the item is unworn and tags are attached.
Q: What should I include with my return?
A: Please include a copy of the invoice in with your return. Any merchandise sent without a copy of the invoice will not be accepted by the returns department.
Q: Where do I send my return?
A: Online returns are only accepted at our Headquarters address. Your return label will have that information already entered for you.
Q: How long will it take for my account to be refunded?
A: We will refund you within 10 business days of receiving your return. We will email you when your refund has been processed.
Q: How long will it take for my order to ship out?
A: The Jewel Box will ship within 1-3 business days Monday " Friday any in-stock items. Please note our Headquarter is closed on National Holidays. Special orders and personalized items take time to make and will be subject to the shipping times noted in the item description.
Q: How long will it be before I receive my special order?
A: We want your special order to be perfect, therefore it takes longer to ship. On average special orders should take 1-3 business weeks. However, it can take up 4 business weeks for some items. The turnaround time should be listed for each item in the description.
Q: Can turnaround times change for special orders?
A: Yes, during peak Holiday seasons like Mother"s day and Christmas turnaround times will lengthen and are subject to ordering cut off dates. Cut off dates will be listed in the description of the product.
Q: I ordered a special order item and want to make a change
A: We start production immediately when orders are placed to insure quick turnaround. You may email us at CustomerService@jewelboxonline.com with your change request but we cannot guarantee that we will be able to fulfill your request.
Q. Can I return a Special order?
A: All personalized special orders are deemed final sale. Of course if it was a mistake on our part or there is a defect with the product, we will be happy to correct the problem for you. Just email us at CustomerService@jewelboxonline.com.
Q: Can I return sale items?
A: Sale items and special discounted promotions like "deals of the week" or "12 days of Christmas" are all considered FINAL sale due to the discounted nature.
Q: My item was damaged when I received it.
A: Oh No! Please contact us immediately by emailing CustomerService@jewelboxonline.com
Q: I need my order by a certain date!
A: Email us at CustomerService@jewelboxonline.com and let us know what date you need your items by we will work with you the best we can to make it happen.
Q: What kind of shipping methods do you use?
A: All orders are shipped USPS First class mail and tracking information will be emailed to you. If you need a faster shipping method please email us at CustomerService@jewelboxonline.com and we can give you a quote.
Q: Do you ship outside the United States?
A: We ship anywhere in the United States for $1.99. Anything outside the United States will be subject to covering the shipping cost.
Q: Do you charge sales tax?
A: We only charge sales tax on NC purchases.