Frequently Asked Questions
Intro Text:
Below are answers to some of our most common questions.
If you need further assistance, please contact us at support@kmgemjewelry.com.
How do I return an item?
We accept returns for eligible items within 30 days of delivery.
To request a return, please contact support@kmgemjewelry.com with your order number and reason for return.
Items must be unused, in their original condition, and in the original packaging.
Please do not send your item back to the address shown on the package. We will provide the correct return instructions after reviewing your request.
What items are not eligible for return?
The following items are not eligible for return or exchange:
- personalized or custom-made items
- gift cards
- final sale or clearance items
- items that show signs of use, wear, or damage caused by improper handling
If you are unsure whether your item is eligible, please contact support@kmgemjewelry.com before sending it back.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the return is due to our error, such as:
- you received the wrong item
- the item arrived damaged
- the item is defective
Original shipping charges and additional service fees are non-refundable.
What if I receive a damaged, defective, or incorrect item?
If your item arrives damaged, defective, or incorrect, please contact support@kmgemjewelry.com as soon as possible.
Please include your order number and clear photos of the issue.
After review, we will arrange a replacement, refund, or another appropriate solution.
When will I receive my refund?
Once your return is received and inspected, we will notify you by email.
If approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that processing times may vary depending on your bank or payment provider.
Do you offer exchanges?
Yes, we offer exchanges for eligible items.
If you would like to exchange an item, please contact support@kmgemjewelry.com first.
Exchanges are subject to product availability.
Please note that personalized items, final sale items, and used items are not eligible for exchange.
How long does order processing take?
Most orders are processed within 2–5 business days.
Processing time may be longer during holidays, promotional periods, or high-order-volume periods.
You will receive a confirmation email once your order has been shipped.
How long does shipping take?
Shipping times vary depending on your destination and shipping method.
Typical delivery times are:
- Standard Shipping: 7–20 business days
- Express Shipping (DHL): 6–8 business days
Please note that actual delivery times may vary due to customs, local carriers, weather, or other factors outside our control.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email with tracking information.
You can also contact support@kmgemjewelry.com if you need help locating your tracking details.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at support@kmgemjewelry.com.
We will do our best to help, but once an order has been processed or shipped, changes or cancellations may no longer be possible.
Do you ship internationally?
Yes, we ship to many countries worldwide.
Shipping availability and delivery times may vary depending on your location.
If you are unsure whether we ship to your country, please contact support@kmgemjewelry.com before placing your order.
How can I contact customer support?
For order questions, returns, exchanges, shipping issues, or product support, please email us at:
support@kmgemjewelry.com
We recommend including your order number in your message so we can assist you more efficiently.
