Customer Service Policy | Mejuri

At Mejuri, we believe exceptional customer service is as important as the handcrafted fine jewelry we create. Our policy is rooted in transparency, responsiveness, and care—ensuring every interaction addresses your needs, whether you’re exploring products, managing an order, or seeking after-sales support.

1. Service Mission

Our goal is to make your Mejuri experience seamless: from answering questions about jewelry materials (e.g., medical-grade titanium steel, handcrafted gemstone settings) to resolving post-purchase concerns. We treat every inquiry with attention to detail, and strive to leave you feeling heard and valued.

2. Service Channels & Response Times

We offer multiple ways to connect with our team, with clear timelines to keep you informed:

2.1 Primary Support: Email

  • Contact: [email protected]
  • Response Time: We aim to reply to all emails within 24–48 business hours. For urgent requests (e.g., address changes before order shipment, missing deliveries), mark your email subject with “URGENT” to prioritize your inquiry.
  • Best For: Order updates, return/refund requests, product details, account help, and general feedback.

2.2 Mailing Address

For written correspondence or physical returns (after securing a pre-paid label via email):Mejuri729 Pine Street, Apt 9GHouston, Texas 77002United States

  • Response Time: Allow 5–7 business days for us to receive and process mail, followed by a confirmation email.

2.3 Self-Service Resources

Before reaching out, explore our website (mejvri.com) for instant answers:

  • FAQs: Covers shipping (1–3 day processing, 6–12 day delivery), free shipping, 60-day returns, and jewelry care.
  • Order Tracking: Log into your account to view real-time shipment status (tracking links are also sent via email once orders ship).

3. Core Service Scope

Our team supports you through every stage of your Mejuri journey:

3.1 Pre-Purchase Support

  • Answer questions about product details (e.g., material composition, size options, design variations for handcrafted pieces).
  • Provide guidance on styling (e.g., pairing earrings with necklaces, choosing everyday vs. formal jewelry).
  • Clarify policies (shipping, returns, payments in USD).

3.2 Order & Shipment Support

  • Help track orders and resolve delays (e.g., investigating why a shipment is outside the 6–12 day window).
  • Assist with address modifications (only if requested within 24 hours of order placement—we cannot change addresses once orders ship).
  • Confirm order cancellations (if requested before processing, typically within 1–3 days of placement).

3.3 After-Sales Support

  • Guide you through the return/refund process (issuing pre-paid labels, confirming inspection status, updating refund progress—5–10 days post-inspection).
  • Resolve issues with damaged or incorrect items (notify us within 7 days of delivery; we offer replacements, full refunds, or store credit at your choice).
  • Provide jewelry care tips (e.g., cleaning methods for sterling silver vs. gemstone pieces) to extend the life of your purchase.

3.4 Special Requests

  • Assist with gift-related needs (e.g., confirming gift packaging, adding a personalized note).
  • Address custom jewelry inquiries (if applicable) and clarify eligibility for returns/exchanges on custom pieces.

4. Service Commitments

We stand behind these guarantees to ensure your trust:

  • Transparency: We will never hide information (e.g., shipping delays, return eligibility) and will explain policies in simple terms.
  • Fairness: All customers receive equal support—whether you’re purchasing a small stud or a statement necklace. Custom or personalized items are handled with extra care to resolve issues (e.g., correcting engraving errors).
  • Accountability: If we make a mistake (e.g., shipping the wrong item), we will take full responsibility and resolve it at no cost to you (e.g., covering return shipping for exchanges).

5. Feedback & Continuous Improvement

We welcome your input to refine our service:

  • If you’re unsatisfied with your customer service experience, email us with “Customer Service Feedback” in the subject line—we will review your concerns and follow up within 2 business days.
  • We regularly review customer feedback to update our training (e.g., ensuring teams are knowledgeable about new jewelry lines) and streamline processes (e.g., reducing response times).

For any questions about this policy or to connect with our team, reach out via [email protected]—we’re here to help.