FAQ
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Find answers on shipping, returns, materials, and more.
Orders & Shipping
When will my order ship?
Orders are processed within 2–8 business days, excluding weekends and holidays.
How long does delivery take?
Shipping typically takes 4–8 business days, depending on your location and the time of year.
Will I receive tracking information?
Yes — once your order ships, you will receive a tracking number by email.
Do you ship internationally?
Yes, we ship internationally. Duties and taxes are not included and are the responsibility of the customer.
Returns & Exchanges
What is your return policy?
We accept returns within 14 days of purchase, provided the item is unworn, in its original condition, and returned in its original packaging.
How do I start a return?
You can initiate your return through our returns portal here:
Returns Portal
Are any items final sale?
Yes — earrings and sale items are final sale and cannot be returned or exchanged.
Do I have to pay for return shipping?
Yes, return shipping costs are the responsibility of the customer.
Jewelry Care
How long will my jewelry last?
Our pieces are crafted with high-quality 3-micron 24k gold plating or 925 silver-plated, designed to offer both beauty and durability. Like all plated jewelry, longevity depends on wear habits. With proper care, your piece will maintain its finish over time. However, natural fading may occur with exposure to daily elements.
Will my jewelry tarnish?
Plated jewelry naturally evolves with time. Exposure to water, hand sanitizer, perfumes, lotions, and friction can accelerate wear. This is not a defect, but a normal characteristic of plated jewelry.
Can I wear my jewelry every day?
You can absolutely enjoy your pieces daily, but we recommend removing them when washing hands, applying hand sanitizer, swimming or showering, and applying skincare or perfume. Rings in particular are more exposed and may wear faster.
Why is my ring fading faster than expected?
Rings are the most exposed pieces we wear — they come into frequent contact with water, soap, and surfaces throughout the day. This constant exposure can naturally accelerate the wear of the plating.
Are your stones real?
Yes — we use natural semi-precious stones, so each piece may vary slightly in colour and pattern.
Order Issues
Do you offer a warranty?
Yes, we offer a 3-month warranty covering manufacturing defects. This includes structural issues or abnormal early defects. Normal wear, fading, or damage due to exposure is not covered under warranty.
I received a damaged item. What should I do?
Please email us at info@mademoisellejules.com with your order number and a photo of the item.
I received the wrong item. What should I do?
Please contact us with your order number and a photo of the item received.
My package says delivered, but I didn’t receive it.
We recommend checking around your mailbox, building entrance, with neighbours, or with your local post office. If you’re still unable to locate it, please contact us.
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