Q: Why have I not received an order update or tracking info yet?
A: You will receive a confirmation email after you place your order. You will only receive tracking information once your order you has been shipped. You will not receive any emails between processing and production.
If you do not see a confirmation email after you place your order with an order number, please check your spam folder. If you still do not see it, please fill out the contact form at the bottom of the page. All custom orders take longer to create (approx. 14 business days to create) once your order is finished and shipped you will receive tracking information.
Q:How long does shipping take?
A:We ship all orders via USPS Priority Mail which generally takes around 2-5 business days. Please allow for an additional 3-5 business days during the holiday season. You will receive tracking information once your order has left our warehouse - please keep in mind that custom pieces take 7-15 business days for production time. DUE TO COVID-19 ALL ORDERS HAVE AN EXTENDED SHIPPING TIME OF 1-3 WEEKS.
Please understand Bijoux Kei is a small business, try to be patient with us.
Q: My stuff is broken or damaged, what do I do?
A: Please open and examine the items you have purchased immediately after receiving your order. You must report a damaged item within 48 hours of when your tracking says you received your order. Picture proof must be provided (you can attach pictures in the email you need to send stating the issue).
In the rare case that you do receive a damaged item, we offer free replacements.
Q:What is your return policy?
A:We offer an exchange only for an item of equal or lesser value. All items must be in original packaging and must be undamaged upon return. This EXCLUDES all personalized and custom pieces which are final sale. All of our sunglasses are final sale. For all clothing items please sne dus an email with your issue and why you would like to return. We currently are not accepting returns ON CLOTHING ITEMS due to COIVD-19. Please be sure you understand these terms before purchasing anything. Please fill out the contact form at the bottom of the page if you would like to exchange your order.
Q: Can I make changes to the name or phrase I ordered on my custom item(s)?
A: Please fill out the contact form located at the bottom of this page within 5 hours of placing your custom order with the changes needed and we can definitely get these changes applied. If it is after 5 hours, unfortunately, no changes can be made as the item is already in production.
Q: Does the jewelry tarnish?
A: Our jewelry does not tarnish if the proper care steps are followed. These steps include storing the jewelry in a dry safe place & avoiding daily showering in the products unless the item is gold or sterling silver.
Q: Can I cancel my order?
A: You may cancel your order within 5 hours of it being placed. If your order has already shipped out, we can no longer cancel it and will have to treat it as an exchange. If you would like to cancel your order please fill out the contact form located at the bottom of this page.
Q: How do I become an ambassador/influencer for your brand?
A: Thank you for your interest in partnering up and collaborating with Bijoux Kei! Please send a direct message to our Instagram account- @_BijouxKei or send an email to email@example.com . We cannot guarantee a response to every single one because we may receive a lot of requests but we do make every effort to reply back as soon as possible.
Q: Is the jewelry waterproof?
A: We do not recommend exposure to any liquid.
Q: What payment methods do you accept?
A: We currently accept Debit/Credit Card and PayPal payments.
Q: Can I use more than one discount code at a time?
A: No, we only accept 1 discount code per transaction
Q: Are these made out of real/solid gold?
A: Any item that specifies that it is gold-plated in the description box is plated in 18k gold. Solid gold products would be far more expensive than the prices were are able to offer. We strive to balance affordability and quality. We offer sterling silver for most of our custom items
Q: Does you offer international shipping?
A:Yes, we ship worldwide!
Q: I ordered custom & non-custom pieces - will they ship together?
A: Currently, all items are shipped together unless the total order value is greater than $100. If the order value is greater than $100 we will ship out non-custom(s) ASAP & then ship out custom(s) once completed. You will receive tracking info for all shipments
Q: Can I wash my items in the washing machine?
A:Please refer to your items tag with details on how to wash. We recommend dry cleaning to protect all items from fading or damages.
Q: When will my clothing order ship?
A:All clothing orders placed after our relaunch (3/26/21) will begin shipping on April 6, 2021 (This does apply to all items apart of the blackmail collection). Please be aware of this policy because we cannot be held responsible if you are buying an item for a certain event. This will also be included in our "polices" box that requires a check at checkout.