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Customer FAQs

Customer FAQs

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Will I be charged duties and taxes?
1. United States and Canada
Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.
2. United Kingdom
All items shipping to the UK include VAT and duties. There are no additional fees on delivery
3. Australia
Duties and taxes are calculated and paid at checkout and there are no additional charges upon delivery.
4. Other international shipments
There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that JewelryPalace does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

 

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FOREIGN TRANSACTION FEES
JewelryPalace  does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of JewelryPalace . 
Should you have confirmed that the charge was made on JewelryPalace ’s end, please reach out to our customer happiness team at love@jewelrypalace.cn with the details on the charges!

 

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I CAN’T LOG INTO MY ACCOUNT.
If you need to reset your password, please navigate to this link and submit your email address to receive a password reset email. If you don’t remember what email address you signed up with, you can reach out to us at love@jewelrypalace.cnand we can help.

 

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HOW DO I UPDATE MY ACCOUNT?
You can update your account information at any time by logging in and clicking “My Account” on the top right corner of the screen. You’ll also be able to access your points balance, order history and wishlist.

 

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HOW CAN I CHECK THE STATUS OF MY ONLINE ORDER?
Log into your account and click on “My Orders.” Your order will be in one of the following statuses:
Processing: Your order has been acknowledged and is awaiting processing.
On Hold: Your order is being processed by our team and if further information is required, we will reach out to you.
Awaiting Merchandise Transfer: your order requires us to transfer one or more pieces from one of our omnichannel partners. We are working to fufill your order as quickly as possible.
Complete : Your order has been shipped from our distribution center and shipping information was sent by email.
Closed: Your order has been canceled and refunded.

 

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