After-Sale Services & Warranty
A piece does not end with a purchase. It begins a relationship.
Every MYJN design comes with long term care because when you invest in something made well, you deserve support that matches. Whenever you need us, we are one message away.
Our warranty at a glance
We stand behind the structural craftsmanship of every piece.
| Material | Coverage |
|---|---|
| Stainless steel | 180 days |
| Gold vermeil, brass, and sterling silver | 90 days |
| Rings in vermeil, brass, or sterling silver | 60 days |
Within these periods, we offer complimentary repair, replacement, resetting, or fixes whenever an issue is clearly the result of our workmanship. If we confirm a defect, we will repair or replace the piece at no cost.
Beyond the warranty
Your jewellery should not lose our support just because time has passed.
Lifetime general cleaning Available anytime, in studio or by mail. Always complimentary.
Professional cleaning after warranty Full polish, tarnish removal, and protective recoating at a minimal fee. Your piece comes back looking the way it did when you first opened the box.
Out of warranty repairs Clasp repairs, hinge adjustments, re-tightening. Fair, transparent pricing. The same level of care applies whether your piece is one month old or five years old.
Lifetime guidance If you ever feel a clasp or hinge loosening, or notice something that does not sit quite right, reach out early. Often, a quick adjustment is all it takes to prevent future damage and keep your piece with you for years to come.
How to request service
Write to us at help@myjnofficial.com or visit our Contact Us page.
Please include:
- Your order number or receipt
- Clear photos or a short video showing the issue
Our care team will review your case and walk you through the next steps. We aim to respond within one working day.
Shipping for repairs
Under warranty: you cover return shipping to us. We cover reshipping the repaired or replacement piece back to you.
After warranty: shipping both ways is covered by you. We recommend using a trackable courier.
Items altered by other jewellers are not eligible for service.
If you have lost a piece
We understand. Warranty does not cover lost items, but we are here to help. Many earrings are available as singles, and we are happy to offer a replacement at a special rate whenever possible. Just reach out.
Detailed warranty coverage
Every MYJN piece goes through a detailed quality check before leaving our studio. We inspect the structure, test the joints, and photograph each item so you can be confident it is in perfect condition when it is packed.
The sections below explain what is covered under warranty, and what falls outside it, by category.
Structural breakage
What we cover
Any true manufacturing defect, including:
- A solder point that snaps cleanly
- A loose stone or setting from the start
- A chain link that separates at the factory weld
- Any fault visible in our QC photos
What falls outside warranty
Breakage that happens after wear is usually caused by stress, pressure, tight sizing, or daily habits we may not think about. Sterling silver and vermeil are naturally soft and dainty. They can bend or break when squeezed, pulled, twisted, caught, or worn too tightly. These are normal behaviours of precious metals and are not considered defects.
Even so, we will always help with repair options, replacement options, sizing guidance, and care advice, so your piece can continue to be worn with confidence.
Gemstones and pearls
Every setting is secured and inspected before leaving our studio. If a stone comes loose within 30 days of normal wear, we still cover it complimentary, provided a matching stone is available.
What we cover
- Stones that arrive loose without prong bending or impact marks
- Stones that fall out during first wear due to improper setting, not external force
- Bezels or prongs that are misbuilt at delivery
- Pegged pearls that detach within first wear without pry marks
- Adhesive failure that leaves a clean separation out of the box
What falls outside warranty
- Stones chipped, cracked, or broken from impact, dropping, or snagging
- Stones loosened after visible prong bending, lifting, or deformation
- Damage from ultrasonic cleaning, steam cleaning, or harsh chemicals
- Alterations by third-party jewellers (resetting, re-tipping, resizing)
- Natural inclusions, growth lines, or slight variance in tone, luster, or shape
- Stone loss from excessive pressure, band bending, or setting twist
- Prongs or bezels distorted by user force or wear over time
- Discoloration from skin chemistry, lotions, sunscreen, chlorine, seawater, or perfume
- Pearls scratched or dulled from abrasive storage or rubbing against harder jewellery
Fading and tarnishing
Your piece should hold its finish. If fading or tarnishing occurs within the warranty period and is not caused by exposure, misuse, or neglect, we fully cover it. We will restore or replace the piece at no charge if the finish fails due to our error.
What we cover
- Plating or vermeil that arrives with peeling, blistering, or flaking on smooth surfaces before the piece is worn
- Plating that shows detachment or delamination within first wear, not from friction or exposure
- Silver or vermeil surfaces delivered with heavy tarnish, staining, or uneven finish out of the box
In short: manufacturing faults, presentation defects, and specification errors.
What falls outside warranty
- Natural tarnish of sterling silver from air, humidity, or skin
- Patina, darkening, or dulling from normal wear
- Colour fade or thinning at joints, hinges, posts, or clasp areas where friction occurs
- Plating lightened on contact zones (ring undersides, pendant bails, chain links)
- Changes in tone from skin chemistry, sweat, perfume, sunscreen, hairspray, chlorine, or seawater
- Discoloration from improper storage, lack of cleaning, or abrasive cloths
- Surface differences between production batches within tolerance
Complimentary cleaning under warranty
During the warranty period, if tarnishing or fading occurs, you are entitled to complimentary professional cleaning: full polish, tarnish removal, anti-tarnish protection, and a fresh protective recoating at no cost. If the piece cannot be restored, we will replace it under warranty.
Earrings: posts, studs, and hinge joints
What we cover
- Posts that break cleanly at the joint on arrival, with no bending or stress marks
- Posts that detach from the earring body before wear
- MYJN-supplied backings that cannot grip a straight, correct-gauge post when new
- Hinged or snap-back earrings that arrive unable to close or lock
- Soldered joints that separate under a gentle pull with no deformation
- Sharp burrs or exposed edges that scratch skin on first wear
- Gross plating voids or blistering on smooth visible surfaces at arrival
What falls outside warranty
- Posts bent during insertion, removal, storage, or due to ear anatomy
- Coating that lightens at posts, hinges, clasps, or joints from natural friction
- Loose fit of backs caused by thinner ear lobes or non-MYJN backs
- Hinges or snaps that relax through repeated opening and closing
- Plating that thins at contact points over time
- Tarnish or dullness from air, humidity, or skin chemistry
- Damage from snagging on hair, clothing, or face masks
- Scratches, chips, or dents from dropping or impact
- Discomfort, sensitivity, or allergic reactions to alloys or plating
- Loss of earrings or backs after delivery
- Discoloration from perfume, lotion, sunscreen, chlorine, seawater, sweat, or chemicals
- Any modification or repair performed outside MYJN
- Pieces worn to bed, in sports, in the shower, or subjected to rough handling
Necklaces, chokers, and bracelets
Necklaces, bracelets, and chains depend on tiny clasps and joints to stay secure. Each clasp is hand set and soldered, then inspected for strength before we ship. A clasp is one of the most delicate moving parts of any jewellery piece.
What we cover
- Clasps that arrive unable to close or lock, or open on their own during light movement
- Soldered links or jump rings that separate under a gentle pull with no stretching or misuse
- Chain links or joints that break before first wear due to hidden solder or material defects
- Extenders, safety locks, or fasteners missing on delivery when listed in the product description
- Clasps or locks with sharp burrs that scratch skin on first wear
- Gross colour patchiness or plating voids visible at arrival
What falls outside warranty
- Chains that break, stretch, or separate from tension, snagging, or daily movement
- Chains kinked, twisted, or flattened from pulling or improper storage
- Clasps bent or loosened from catching on clothing, hair, or bags
- Links deformed by pressure, impact, or heavy force
- Fading of plating at friction zones (chain links, clasp edges, connectors)
- Breakage from sleeping, exercising, or bathing with the piece on
- Discomfort or tightness from personal fit
- Natural differences in chain drape or texture between styles
- Damage following third-party alteration, repair, or resizing
If your piece becomes tangled
Delicate chains can tangle from movement during delivery or from daily wear. It is common and natural. While tangling is not covered under structural warranty, it is usually easy to resolve.
Each piece is packed in our signature double layer pouch with an OPP bag designed to separate chain and pendant. Some shifting can still happen, especially with finer chains.
Most knots are surface level and simple to undo with gentle fingers and patience. We can guide you through it step by step. If you prefer in-person help, visit our studio. Untangling is always complimentary. If you are further away, ship it to us and we will restore it carefully. Shipping fees apply.
A note on how jewellery lives
Sterling silver is a precious, soft metal. Part of what makes it beautiful. It deserves gentle handling.
Areas like earring posts, studs, and clasps are naturally delicate. We weld and test every joint carefully before shipping. Yet breakage from extra force, bending, twisting, or snagging is considered normal wear and is not covered under warranty. The most common issues arise from everyday use: bending a clasp, twisting a post, forcing a hinge open. These are man-made stresses.
But if a fault appears that comes from us, a defective weld, a part that loosens without misuse, we take full responsibility. You will receive a free repair or replacement.
How finishes age
Posts and hinges may show lighter coating from friction over time. Hoops often have thinner plating at their moving points. This is expected and does not reduce function or durability. If you prefer a finish that never fades, consider sterling silver or stainless steel. All plated and vermeil surfaces will eventually show wear at their joints.
Choosing the right material for you
Every MYJN product page states the material and finish (sterling silver, 18k gold vermeil, or stainless steel) so you can make the right choice for your skin and lifestyle. Skin sensitivity is highly individual. Even certified hypoallergenic metals can sometimes cause a reaction. Because the composition is disclosed before purchase, material choice rests with you, and allergic responses are not treated as a manufacturing fault.
What you receive is not only jewellery
Every clasp, every joint, every surface is checked by hand before it leaves our studio. What you receive is not only jewellery, but a commitment to care, restore, and support the pieces you love for as long as you wear them.
We reply to every message personally. help@myjnofficial.com