At MYJN, we understand that the key to our success is not just delivering exceptional jewelry but also ensuring our customers' happiness.
Satisfaction with every purchase. If you are not completely satisfied with your jewelry item, you may return it within 30 days of purchase for refund or exchange.
We got you back
Our warranty is a testament to our commitment to your satisfaction, and it also reflects our dedication to maintaining the quality and reputation of our brand.
Thank you for choosing us. We look forward to serving you and helping you find the perfect piece that embodies your style and elegance.
One of our core values is safety.
Due to health, hygiene, and safety reasons, all the items returned to MYJN will not resell, and all the returned items will be recycled.
Customers can feel a sense of safety when purchasing products off our shelves. All products customers purchase off our shelves have not left the store.
MYJN's Carefree Guarantee
We work with top manufacturers to create handcrafted, responsibly sourced pieces that are made to last. We’re confident in the quality of our product.
We’ll take care of your product if any damage to the material or the workmanship of the jewelry occurs. Just contact us and we'll work together to find a resolution.
Every stainless steel/18k gold titanium steel piece is covered by our 365 days warranty,
All vermeil/sterling silver pieces are 180 days warranty.
Vermeil and sterling silver rings are 90 days warranty.
The warranty covers defects in materials and craftsmanship.
Stone Replacement: In the rare event of a stone becoming dislodged, we will replace it free of charge.
Metal Integrity: We guarantee the structural integrity of our jewelry, covering any defects in the metalwork.
Clasp and Setting: Should there be any issues with the clasp or setting, we will repair or replace it within the warranty period.
Tarnishing : Free cleaning and removing tarnish, with our anti-tarnish jewelry solution. Coat with a jewelry protective barrier spray to prolong and protect the jewelry.
2. GOLD VERMEIL / STERLING SILVER
Tarnish or oxidation is normal for sterling silver and gold vermeil - a natural process that can affect its appearance over time. It can affect any gold or silver jewelry, including what we often think of as solid or pure gold.
The good news is that removing tarnish from gold vermeil and sterling silver pieces is a breeze.
Simply use a mild jewelry cleaner solution or a soft cleaning clothes to gently clean the blackened or darkened areas.
Extra care for vermeil and silver pieces:
1. KEEP IT DRY
2. STORE IT PROPERLY
3. CLEAN IT REGULARLY
However, please note that the warranty does not cover lost items, scratches that come with normal wear and tear, improper use or storage of your product, or any modification to your product done by a third party outside of MYJN.
If your jewelry ever needs repair or replacement, we will do it.
We will, at our discretion, repair or replace the item with one of equal or similar value. In cases where the exact item is unavailable, we will work closely with you to identify a suitable alternative.
We provide free jewelry polishing service, removing tarnish and oxidation etc.
We also provide free broken clasp repair/replacement and gemstone settler services if you may provide the fallen gemstones, or we have the additional gemstones in between 90 days after delivery.
If not, fees might be charged based on the material. The cost of the return & parcel delivery will be borne by the customer.
We recommend shipping the parcel with the most cost-effective shipping that is available, which must include tracking.
We reserve the right to refuse the repair request if in our opinion that the pieces have been altered by another jeweler.
Free cleaning and inspection
We want to make sure your jewelry stays in perfect condition and shines like new. You may schedule an appointment with contact us.
Warranty Claim Process
Steps to make a warranty claim
Contact Us: Reach out to our dedicated customer support team via email at email@example.com or through our website's contact form.
Provide Proof of Purchase: You will be required to furnish your proof of purchase (receipt or order confirmation) along with a detailed description of the issue.
Provide references: Kindly share any available visual documentation, such as images or videos, that depict the concerns related to the product's quality or performance.
Assessment: Our expert team will carefully evaluate your claim, and, if necessary, may request additional information or photographs to assess the defect accurately.
Resolution: If the issue is determined to be covered by our warranty, we will provide clear instructions on how to proceed with the repair or replacement.
What does in-stock, and made-to-order mean?
The shipping and processing times depend on the items you're ordering. The status of each product (in stock, or made-to-order) is indicated on each individual product page, as well as the estimated shipping date.
In Stock - Shipping & processing timelines are usually within 1-3 business days from the date ordered.
Made to order - Once your order has been placed, we need to craft the piece since it’s being made specially for you, and can take a bit more time to be processed.
Do you ship worldwide?
Yes, we ship worldwide. Options for express shipping are available too.
Shipping rates will be shown and will be auto-applied at checkout.
How long will it take to get my order?
It depends on where you are. Orders processed here will take 1-3 business days.
We usually process orders within 24hours in the non-peak season. If you need the parcel for gifting or are in a hurry, please kindly inform us of the arrangement.
Made-to-order pieces are usually completed in 7-14 business days.
Please note that all the orders will only be processed from Monday to Friday, weekends and Malaysia Public Holidays will not be included.
When will my parcel arrive?
For Malaysia, Singapore & Hong Kong orders, we use express shipping under the supervise of our courier manager
Parcel usually arrives in
West Malaysia: 1-3 business days after fulfillment
East Malaysia: 5+ business days after fulfillment
Singapore: 5 + business days after fulfillment
Hong Kong: 5-7 business days after fulfillment
International: 7-14 business days after fulfillment
What shipping carriers do you use?
We use all major carriers and local courier partners. with Express Delivery only.
- For Malaysia, we prefer to send via Pickup Malaysia
- For Hong Kong & Singapore, we prefer to send via Pickupp SG or Pickupp HK
- For International, we prefer to send via FedEx/TNT/Aramex
Tracking shows delivered but didn't receive the parcel
Not to fret, sometimes the parcel has been pre-scanned preemptively as delivered, but is still en route. The parcel typically will arrive within 24 hours of the status reading as delivered.
How do I track my package?
You’ll receive a tracking number in a separate email from your confirmation email.
If you have not received your tracking number for a pre-order item purchased within 14 working days (for pre-order items) of making your purchase, please drop an email with your order number to our support.
I've made a mistake and need to change my shipping address. How do I do it?
You can make changes to your shipping address before we fulfil your order. Just drop an email to firstname.lastname@example.org with your order details and new shipping address.
Why was my order delayed?
We are sorry.
In some circumstances and busy seasons like public holidays, festive seasons such as Christmas, New Year and etc., there may be a delay of an extra few working days as the customs and carrier facilities are facing a heavy workload during this time of the season.
Why doesn't the tracking information update?
Local deliveries' tracking status usually updates within 3 working days when the courier service is facing an overwhelmed amount of parcels.
For international, it could be 5 working days during the courier’s peak season as the parcels will have to go through customs. All tracking information will not be updated until the package passes your country's customs or carrier facilities.
When the barcode on the package is scanned, tracking information is updated.
Note: Kindly contact the courier service (details below) if you have any inquiries on the delivery status and etc. as we do not have control over the shipping once the courier service has collected your parcel. The courier’s careline will assist you accordingly.
However, in cases of damage or loss during transit by the courier service, worry not as you may contact us and we will send you a new parcel after checking with the courier service.
Is my payment secure?
Our customers' privacy is of the utmost importance to us. All submitted personal and payment information is encrypted for your security. We will not leak or release the customer information to a 3rd party or marketing firm. We use industry-standard tools encryption to ensure your personal information is safe.
What kind of payment do you accept or processed in?
All MYJN orders are processed in Malaysia ringgit (MYR). A currency converter is a convenient tool for your reference only.
We accept payment from major credit cards, debit cards that you can pay via Stripe/PayPal. Also, we use Billplz that you may pay thru Malaysia online banking ( FPX ) We do accept manual payment too.
Prior to confirming your order, kindly carefully review the total amount and content(s) within your cart. You should receive an email confirmation containing your order number and receipt immediately.
Can I merge two orders into one shipment?
Yes, we could definitely do that for you as long as your first order hasn’t been shipped out. Kindly please drop us an email at email@example.com with your both order IDs and we will arrange it for you.
We will send you the tracking number once we dispatch your order.
Can I pick up an order or drop off a return from your headquarters?
Yes. we do offer self-collection, please contact our support firstname.lastname@example.org to arrange the pickup duration on working days only,
Can I request same-day delivery?
Yes. we do provide same day delivery. The fees will be borne by our customers. You could also arrange a pickup to collect your parcel once the payment made and the items must be ready stock.
Please contact our support email@example.com to arrange the pickup duration on working days only.
I have 2 discount codes, can I use all of them?
Only one promo code can be used per transaction. If you are having troubles with your promo code you can reach out to our Customer Care team and they can assist you
Can I get an exact date of delivery?
All orders ship with delivery confirmations which can be used to track your package. Kindly note that we cannot guarantee precise delivery dates.
Duties and Taxes
Malaysia, Singapore, Hong Kong - duties are included. Taxes are applied at check-out according to the state/province of the shipping address.
Other international shipments - There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that MYJN does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
Does it come with a jewelry box?
All items are will be packed in MYJN Jewelry Box. Our packaging includes a paper courier box, a white MYJN Eco Gifting Box with wrapping papers, jewelry pouches, greeting cards, and silver-polishing clothes
In a time of increasing environmental awareness, we only use eco-friendly, biodegradable material as our packaging.
Also, please note that we will fit up to 3 items in a jewelry box unless it's the order stated for gifting purposes. - may the forest be with you
What are the materials made of?
All item descriptions will tell you what each of our pieces is made of. For more details on each material, you may visit our "quality material" page
Can I order a pendant without the chain?
We do not offer pendants without chains.
Do your earrings come in pairs?
All earrings are sold in pairs unless stated otherwise.
Can I wear all MYJN jewelry in the shower or during exercise?
Only our stainless/titanium steel collection can be in contact with water.
Do you have a physical store I can visit?
Yes, it's by appointment only you may contact our page or support to book the time.
Something I want is out of stock. When will it be restocked?
Due to a small size of inventory, 60% of our pieces are made-to-order. We will replenish the pieces as quickly as possible, within 7-10 working days.
Also, we will discontinue some of the items in time. It will be listed on the "going-gone" collection. Once it sold out, it will never be back in stock.
Is it perfect gift for everyone?
It is! We want to make the unboxing experience special for everyone, even when it's a gift for yourself!
Each order comes with a gift card and is wrapped nicely.
No invoice will be attached, if you need the invoice attached, kindly please do let us know.
You may provide us with a gift note or your special request on the "cart page"
Images and descriptions on website may not be 100% accurate due to variations in lighting, color, and size.
RETURNS & EXCHANGE
What if items come faulty?
We sincerely apologize if you have experienced any fault with your MYJN jewelry.
If the jewelry is exhibiting a genuine fault ( damaged, broken, or broken in shape ) between 30 days after you received the item, we will provide an exchange once the inspection is done.
The cost of the return parcel and delivery will be borne by MYJN due to our mistake. Please email us at firstname.lastname@example.org with a detailed description of the damage, including a picture of the jewelry that shows us the issue.
We will try our best to get your beloved MYJN piece back to new!
Return & Exchange
At MYJN, we are sure that you will be satisfied with your product. Every item will be inspected before it's dispatched to our customers. We are proud to offer our customers a quality product.
We only accept returns and exchange for 14 days after the parcel is delivered.
We describe our product well, including product details, sizing, product photo. This will make sure that our customer has the best sense of what he/she is ordering and make consideration.
Decisions take time – and we’re happy to accept returns if you’ve changed your mind.
However, please note there are a couple of rules. We are only able to accept returns on items - including earrings - if they are sent back unworn and in their original packaging.
Your request will be accepted within 24 - 48 hours during working hour
For packages returned or refused, please note that there will be a RM39 charge if you fail to return the item(s) back with its original packaging - jewelry box, cards, silver polishing clothes.
All the returns will be subject to a return fee. All the return items will never be sold again to any other customers due to our strict covid-19 policy.
Please note that international customs duties and sales taxes are NOT refunded for shipments returned.
We do provide courier pickup service for our customers in Singapore & Malaysia. We prioritize paperless couriers. In some circumstances, you may need to print the return label. For customers from any other country, you may need to arrange the courier on your own.
We suggest customers return the parcel using your preferred shipping method.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Inspection of returns usually takes 7 business days, but it might take longer during busy periods.
Will I have to pay for return shipping?
We do not cover the cost of return shipping. If in the case a return is necessary, all customers are responsible for their own return shipping fee.
Items on sale promotion, coupons used, discounted merchandise, international orders, and limited launches item are considered Final Sale Items.
Any return of goods will be refunded in store credit without any restocking fees. The shipping cost will not be reimbursed.
If you don't accept the store credit, we do accept a refund.
Packages refused or returned for any reason will be subject to our restocking fee of 20% of your total purchase amount including shipping fees.
As a small business, the time, labor, and materials that contribute to fulfilling an order are significant resources.
The restocking fee contributes to the cost of processing orders, packaging used, payment gateway, e-commerce provider fees, shipping cost, and providing thoughtful, timely customer service.
Please note shipping costs are not refundable. For packages returned or refused, please note that there will be a RM39 charge if you fail to return the item(s) back with its original packaging.
Receiving your refund
We aim to process all returned orders within 7 working days.
However in some cases, due to the current global situation, this time frame may be extended to 14 working days. All refunds will be credited to the original credit card/debit card, payment gateway.
Do you replace lost jewelry?
We understand how frustrating it can be to misplace your jewelry, but as a small, growing company we are unable to replace lost jewelry at this time.
However, we might provide you with a great offer on your next order. We do sell our earrings in single pieces, you may purchase them with us if you lost it.