FAQ

FREQUENTLY ASKED QUESTIONS

Have a design in mind that you want to bring to life? No problem! Fill out the form on our “Contact Us” page and one of our jewellers will be in touch the next business day.

You will automatically receive an e-mail notification with the tracking number once your order has been processed and shipped.

We will gladly return/exchange items within 15 days of receipt (some items excluded – see Return Policy). To be eligible for a return, your item must be in the original packaging, unused and in the same condition that you received it in. Please email us at info@donjjewellery.com to initiate the process and include your order number in the subject field.

Contact our Customer Care team at 1(855) 498-DONJ or send us an email at info@donjjewellery.com with your order number in the subject field. We will provide you with a shipping label to return the product to us.

Once we have received your shipment, we’ll be in touch with you within 1-2 business days with information on your return.

Once your return is received and inspected by our quality control team, we will send you an email to notify you that we have received your returned item. Your refund will be processed within 3-5 business days and a credit will automatically be applied to your credit card or original method of payment.

While every effort is taken to try to ensure that the coloring, design and style of the product photographs displayed on the Donj Jewellery website are representative of the original products, variations may occur due to the nature of crafting custom orders using natural leathers, stones and metals. In addition, true color representations may also be affected by technical restrictions of color reproduction on your computer equipment.

All successful transactions will receive a confirmation email within 30 minutes of purchase. If you have not received your confirmation email, please check your email spam or junk folders before placing your order again. If you still haven’t received your email, please contact our Customer Service team on our toll-free number 1(855) 498-DONJ or email info@donjjewellery.com

If the item you have received is faulty, please contact our Customer Service team on our toll-free number 1(855) 498-DONJ or email info@donjjewellery.com, and we will resolve the issue as quickly as possible.

Once your order has shipped, please allow 2-7 business days for delivery depending on your location. Orders requiring ring sizing take up to three (3) additional business days to complete. Gold products can take an additional three (3) business days to complete.

 

After your payment is verified, it may take up to 48 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 9 am EST will not be shipped out until the next business day. If you order after 9 am EST on a Friday, your order will likely be shipped out on the following Monday

Please email info@donjjewellery.com or call toll-free 1(855) 498-DONJ. Please ensure you have your order number handy.

We are proud to ship our products worldwide.

We accept all major credit cards (Visa, MasterCard, American Express). All payments are processed through a secured checkout process.

Please note international orders may be subject to import taxes, customs duties and fees levied by your country’s customs department upon arrival. The recipient of the order is the importer of record and is responsible for all import fees, as well as complying with all laws and regulations of the destination country. Donj Jewellery does not collect import duties and taxes and cannot provide any information on the cost of duty and taxes. Customs policies differ from country to country, if you have any questions, please contact your local customs office for more information.

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