Halo Heart Custom Name Necklace

Thank you for visiting and shopping at The Jocale. The following are the terms and conditions that constitute our Shipping Policy.

Shipment processing time

With the exception of custom orders, all orders are created and processed within 3-5 business days. Orders are not shipped on weekends or holidays.

Custom orders require 2-3 weeks for processing. This does not include weekends, holidays and time in transit to you.

Shipping Cost

Standard Domestic Shipping (3-5 business days) on orders $0-$98.99 - $4.99

Standard Domestic Shipping (3-5 business days) on orders $99 and over - FREE

International shipping rates are automatically calculated at checkout.

Domestic:

After shipment you can expect to receive the delivery within 2-5 business days.

International:

After shipment you can expect to receive the delivery within 13-20 business days.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Delivery delays can occasionally occur.

Please do not order items, if you will need the earlier than the time stated.

Shipment

The Jocale ships to all countries worldwide.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes

The Jocale is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages & Lost Packages

The Jocale is not liable for any products damaged or lost during shipping. You have the option of insuring your package via Route Protection. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

We have a 30-day return policy for non-personalized jewelry, which means you have 30 days after receiving your item to request a return. Unfortunately, we cannot accept returns or process exchanges on personalized items.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If we do not receive your return package as described above we reserve the right to refuse your return.

The Jocale is not responsible for return items lost or damaged in the mail.

Your items must be returned in the original packaging, including any pouches or boxes that the jewelry was shipped in.

Shipping and handling charges are non-refundable.

To start a return, you can contact us. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Cancellations, changes, or returns are not allowed on personalized styles as they are made to order and are FINAL SALE.

All custom, personalized, special order and sale products (including single initials and custom sizes) are FINAL SALE and cannot be exchanged or returned for store credit. No exceptions.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

We want your new The Jocale jewelry, to fill your life with elegance, and beauty. That's why we make sure each piece is made from the finest materials and gems. In the unlikely case of any damage, know the jewelry you buy is covered by a 2-year warranty. That means we’ll replace or fix any damaged item (or part) within 2 years of purchase.

The warranty does not cover:

1. Damage (accidental or otherwise) that wasn't caused by faulty materials or production.

2. Damage due to reasonable wear and tear, scratches.

3. Water damage to a product not specifically marked as water-resistant.

4. Lost or stolen items.

If you notice any damage covered by this warranty, please contact us at info@thejocale.com for help.

Make sure you include your order number and a clear image of the damaged item, so we can process your request as soon as possible.

It's important to note you will need to return the item to us before we can send you a new one. We will cover the cost of shipping back to you.