If you would like tracking information with your order please select Tracked Priority Shipping at checkout.
A tracking number will be added to your order once it begins processing, and we will send you a notification by email with the tracking information. Please note that it will take a few days for shipping updates to be posted by the courier once dispatch. 

Processing times will be about 8-10 working days to handcraft custom pieces.

We craft our products with the utmost of care, and want to ensure the highest quality craftsmanship for each piece.

Estimated Delivery Times

US                         15-25 business days

Europe                  15-20 business days

Canada                 15-28 business days

Australia                10-20 business days

International           20-35 business days 

You will receive an e-mail notifying you once a tracking number has been added to your order. The email will include a unique parcel tracking number and a link to track your order. It may take a few days before the Tracking number becomes active on the courier’s system. If the information has not appeared on the courier’s website, please try again later.

A gentle reminder that there may be potential shipping delays due to Covid-19. Please note that shipping times may defer based on your selected shipping method, and region. Other factors such as delayed logistics and customs clearings may have an impact on the delivery time.

Please first consult your expected order delay:

US                         3-8 business days

Europe                  10-20 business days

Canada                  10-20 business days

Australia               10-20 business days

International        10-20 business days

If your order has not arrived within the estimated delivery delay, as indicated above, please contact us via email hellothecustomjewels@gmail.com as soon as possible so we can help you out. Unreceived orders must be reported to us within 7 days after the marked delivery date. Unfortunately we are unable to replace missing orders if not reported within this time frame.

*Please note that weekends are not included in business days.

If you missed delivery and didn’t pick up the package within the designated delivery pickup time or input an incorrect address, the items will be returned to us and we will notify you when they arrive, the customer will be responsible for the reshipment charge. 

The customer will be liable for any import duties, customs and taxes. These vary per country but are usually very rare with our orders.  All custom fees are the receiver’s responsibility. Please be aware that The Custom Jewels does not have any control over any duties, taxes or customs levied by the country your order is being shipped to. These are randomly selected and we cannot predict these nor can we predict the cost.

Please note all final prices listed on our website and checkout page are in USD, we are not responsible for any incurred fees associated with foreign exchange rates for international credit cards. Please check with your bank for more information on purchases in USD.

Customers need to email hellothecustomjewels@gmail.com within 24 hours of placing their order to cancel, as we start preparing items as soon as we can. We are not able to cancel or change custom-made items once they begin processing.

Please note that orders purchased on sale or with a discount code are not eligible for cancellations.

We offer returns within 14 days of receipt. Returns are store credit only. Please contact us within 14 days of receiving your item to confirm your order return. 

Unfortunately at the moment we are unable to offer free postage on returns or exchanges.

If you would like to change your order for whatever reason, please contact us and we will send through the return address.