JOEI – 30-Day Hassle-Free Returns Policy

We want you to love your piece. If for any reason your purchase isn’t quite right, we’re here to support you with a simple and fair return process.

1. Eligibility 

Returns are accepted within 30 calendar days from the date of purchase (in-store) or delivery (online).

To be eligible:

• The item must be unused, unworn, and in original condition
• All original packaging must be included (jewellery box, pouch, tag, and card insert; mailing box or paper bag is optional)
• Proof of purchase (receipt or order confirmation) must be presented
• Returns that do not meet these conditions may be rejected and returned to you.

2. Non-Returnable Items

For hygiene, safety, and quality assurance reasons, the following items are strictly non-returnable:

• Earrings (including studs, hoops, and drop styles)
• Customised or engraved pieces
• Made-to-order or specially commissioned items
• Final sale, clearance, or heavily discounted pieces
• Gift cards, store credits, and gift packaging add-ons

3. Store Credit Only

JOEI does not provide cash refunds.

If a return is approved, you will receive store credit equivalent to the original item price (excluding shipping fees, duties, and taxes).

Store Credit:

• Is valid for 6 months from the date of issue
• Is non-transferable and cannot be exchanged for cash
• May be used for future purchases online or at our retail stores

4. Return Methods

You may request a return:

• In-store at any JOEI retail location; or
• By email at joeinbijou@gmail.com with your order details

  We will guide you through the next steps, including any reference details required for processing.

5. Return Shipping

All return shipping charges shall be borne by the customer.
We strongly recommend using a trackable shipping service for your peace of mind, as JOEI is not responsible for any lost, damaged, or delayed parcels while in transit to our store or warehouse.

Any applicable customs duties, taxes, import charges, or related fees incurred during the return process shall also be borne by the customer.

6. Exchanges

Exchanges are processed as a return followed by a new purchase.

If the requested replacement item is unavailable, store credit will be issued instead. All exchanges are subject to stock availability.

7. Defective or Incorrect Items

• Your order number
• Clear photographs showing the issue

Upon verification, we will arrange for an exchange or issue store credit accordingly.

8. Policy Terms & Final Notes

JOEI reserves the right to refuse any return that does not comply with this policy.

Store credit issued under this policy cannot be refunded or exchanged for cash.

9. Natural Gemstone Variation

Every JOEI piece features natural gemstones shaped by nature and finished by hand.

No two stones are ever identical. Variations in colour, inclusions, and tone are part of the beauty and authenticity of natural gems.

These natural characteristics are not considered defects and therefore do not qualify for return or exchange.

10. Late Return Rejection

Return requests must be initiated within the stated 30 calendar days from the date of purchase or delivery.
Requests made after this period will not be accepted.
JOEI reserves the right to strictly enforce this time frame.