FAQ

Payment is taken at checkout through Shopify’s secure checkout. The payment methods available for your order are shown on the payment step and as icons at the foot of every page. Payment is processed by the payment provider over an encrypted connection; we never see or store your full card number. Prices are in US dollars.

Yes. The total at checkout is the product price plus a flat 10% import duties & taxes charge, with free shipping. Jouelanity is the importer of record and pays FedEx and US Customs directly, so nothing is collected from you on delivery.

Yes, as long as it has not been dispatched – normally within 2-3 business days of ordering. Email support@jouelanity.com with your order number and what you would like to change (address, size, item). Once the dispatch email has been sent we can no longer alter the order, but you can return it under our Return & Refund Policy.

You can cancel for a full refund at any time before dispatch. Email support@jouelanity.com with “Cancel” and your order number in the subject line. After dispatch, please use the returns process instead.

Jouelanity is based in El Paso, Texas. Orders are picked, checked and packed by our fulfillment partner at its warehouse at 10/F, Chung Shun Knitting Centre, 1–3 Wing Yip Street, Kwai Chung, Hong Kong, and shipped from there with FedEx.

Handling takes 2-3 business days and FedEx transit 5-7 business days, so most orders arrive within 7-10 business days of being placed. The same estimate is shown on every product page and at checkout.

Shipping is free to street addresses in all 50 US states and DC. We cannot deliver to PO boxes or APO/FPO addresses, and we do not currently ship outside the United States.

You receive a dispatch email with your FedEx tracking number, and you can follow the order-status link in your confirmation email, or enter the tracking number on our Track Order page, at any time. Tracking normally shows the first scan within 24 hours of dispatch.

No. A flat 10% import duties & taxes charge is collected at checkout and Jouelanity is the importer of record. FedEx will not ask you for duties, taxes or brokerage fees on delivery. See the Shipping Policy.

You can return most items within 30 days of the delivery date. Change-of-mind returns are sent back by tracked mail at your cost. We take no fee of our own, but the 10% import charge is not refunded, so a change-of-mind refund is the product price rather than the full amount you paid. We confirm the return address by e-mail, and it may be outside the United States – ask us before you order if that would affect your decision; refunds go to your original payment method within 5 business days of us receiving the item. Earrings that have been unsealed and engraved or custom items cannot be returned for change of mind. Full details are in our Return & Refund Policy.

Email support@jouelanity.com with photos within 7 days of delivery. We will send a free replacement or give you a full refund including the import charge, and we cover any return postage.

Yes. All watches and jewelry carry a 12-month limited warranty against manufacturing defects (movement, clasp, settings, plating defects). Normal wear, scratches, water damage beyond the stated rating, batteries and accidental damage are not covered. See our Warranty page.

Yes. Every item is branded stock from the manufacturer named on its listing, bought from wholesale suppliers we have vetted. Each listing names the manufacturer and, where the maker has issued one, the product barcode (GTIN/UPC), so you can look that item up independently. Where no barcode has been issued for an item, the listing shows our own stock number instead – it begins with JL- – and says so on the page. We are an independent retailer, not an authorized dealer for any of these brands. We do not sell replicas or counterfeits, and Jouelanity is not affiliated with or endorsed by the brands it sells.

Measure your wrist circumference with a tape or a strip of paper. As a rule of thumb, wrists under 6.5 in (16.5 cm) suit cases of 36-40 mm, 6.5-7.5 in (16.5-19 cm) suit 38-42 mm, and above 7.5 in suit 40-46 mm. Lug-to-lug length should not overhang the flat of your wrist. Where the manufacturer publishes them, the listing states the case diameter, thickness and lug-to-lug. If a measurement you need is missing, email support@jouelanity.com and we will ask our supplier before you order. Our Journal has a full case-size guide.

3 ATM / 30 m: splash and rain only. 5 ATM / 50 m: hand-washing and showering, not swimming. 10 ATM / 100 m: swimming and snorkelling. 20 ATM / 200 m: diving. The rating is the manufacturer’s laboratory figure; always keep the crown pushed in or screwed down, and avoid hot water and steam, which degrade seals.

Put jewelry on last and take it off first: perfume, lotion, chlorine and sweat all dull plating and tarnish silver. Wipe pieces with a soft cloth after wearing, store them separately in a pouch, and keep them away from water and humidity. See our jewelry care guide in the Journal.

No, you can check out as a guest. An account lets you see your order history and track orders in one place. Sign in from the Login link at the top of any page with the e-mail address you used at checkout; we send you a one-time code, so there is no password to remember.

Email support@jouelanity.com, or use the form on our Contact Us page. Support hours are Monday to Friday, 9:00 am to 5:00 pm Mountain Time (El Paso, TX); we reply within 1 business day. Our business address is 1500 Magruder St #538, El Paso, TX 79925, United States.