What if I want to return or exchange something?

We gladly offer returns for a full refund within 30 days of delivery date. Please visit the RETURNS tab (or click HERE: https://houseofjewelsmiami.returnscenter.com/ ) on the footer section of our website if you would like to initiate a return or exchange. 

 Refunds will be returned in the same payment form originally used to purchase. Please allow 1-2 weeks from the return delivery date for your return to process. 

Exclusions apply to any ON SALE items or personalized item. These sales are FINAL - no exchange or return. Any items purchased with a 30% discount or more, or during a BOGO sale are also final sale. 

What if my package is lost / damaged or was never delivered?

Now introducing Route Package Protection Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package in the event that it is lost, damaged, or stolen. They cover most of our products. If your item comes in damaged , stolen or lost you can make a claim by clicking the link provided on our Shipping Policies Page on The House of Jewels Miami website. Once you submit your claim through Route, you will have an answer within 24 hours. PLEASE NOTE IF YOU CHOOSE TO REMOVE ROUTE INSURANCE FROM YOUR ORDER AT CHECKOUT AND YOUR ORDER IS LOST, DAMAGED, OR WAS NEVER DELIVERED WE WILL NOT OFFER A REPLACEMENT PACKAGE. 

Route Package Protection Policies:

> Packages presumed to be lost: Order issues for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days and within 30 days from the last checkpoint.

>Packages presumed to be stolen/lost: Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not delivered incorrectly or easily found around the premises.

>Damaged Items: A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc. You have within 15 days of when the package was marked delivered to file a claim.

How can I track my order?

You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped. This confirmation will include the tracking number for your package.

Can I return an item that I purchased through a retailer?

We only accept returns/exchanges from purchases that were made directly from our store - if you purchased from one of our retailers, you will have to contact them and follow their policies. 

How long is the Shipping Process?

All orders will receive full tracking information via email and/or SMS text. Please allow 1-2 business days for your order to be processed. Once shipped, the time it will arrive will depend on which delivery service was chosen at checkout . 

House of Jewels Miami is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors or building manager/mail room, and mail carrier directly before contacting us. 

What if I entered the wrong delivery address?

Please email us at info@houseofjewelsmiami.com immediately to have it corrected. If you contact us after it ships, House of Jewels Miami is not liable for misplaced package. We recommend you go to the address you entered and ask them if they received your package. If package is not found, we are not responsible for the error but will accommodate and offer a discount for a repurchase. 

Which payment methods do you accept?

We accept PayPal, Pay by Four, Afterpay and the following credit cards: Visa, Master Card, and American Express.

Do you ship Internationally? If so, do I have to pay customs fee or import tax?

Yes we do, we ship to over 220+ countries worldwide. 

When ordering outside of United States of America, the purchaser is responsible for assuring the items ordered can be imported to the destination country.

The purchaser/recipient is the importer of record and must comply with all laws and regulations of the destination country. The purchaser/recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient's country.

We are not responsible for any Customs, duties, and taxes. These are non-refundable. If a shipment is refused because of unexpected import fees, the cost of the total order including original shipping and any return shipping charges will not be refunded. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Normal customs clearance is 1 business day.

To avoid a delay in receiving your order from customs, we strongly suggest:

• Providing a phone number where you can be reached by customs when your product arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
• Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they abandon or return it to the sender.

How is your gold plated jewelry different from the rest?

Our gold lated jewelry is 18K gold plated over stainless steel. Stainless Steel pieces do not tarnish, rust, or turn your skin green. They are also hypoallergenic. Although our jewelry can handle a normal amount of contact with water and sweat, we suggest limited contact for longer durability.  

How can I buy House of Jewels Miami pieces wholesale?

Right now we are only selling wholesale to boutiques, salons and spas. The jewelry we sell through our wholesale channel comes packaged as House of Jewels Miami. We are not currently wholesaling to other small jewelry stores. If you are interested in wholesaling please visit the WHOLESALE APPLICATION link on the footer section of our website and fill out the application. We will get back to you within 5 business days with more information. 

What if my question is not answered here? 

Please email us at customerservice@houseofjewelsmiami.com