Customer Service Policy

Customer Service Policy

At James Avery Artisan Jewelry, delivering exceptional customer service is as important to us as crafting high-quality, meaningful jewelry. Our Customer Service Policy outlines how we support you throughout your shopping journey—from pre-purchase questions to post-delivery assistance—ensuring your experience with our brand is positive, transparent, and stress-free.

1. Scope of Customer Service Support

Our dedicated customer service team is here to assist with a wide range of needs, including but not limited to:
  • Pre-purchase inquiries: Product details (materials, sizing, care instructions), availability, pricing, and gift recommendations.
  • Order assistance: Placing orders, updating order details (e.g., shipping address, payment method) before processing, and canceling eligible orders.
  • Shipping and delivery: Tracking order status, addressing delivery delays, resolving issues with undeliverable packages, and clarifying shipping timelines.
  • Returns and refunds: Guiding you through the return process, issuing Return Authorization (RA) numbers, updating refund status, and addressing refund-related questions.
  • Account management: Helping with account creation, password resets, updating personal information, and troubleshooting account access issues.
  • Product concerns: Assisting with defective, damaged, or incorrect items (received due to our error) and coordinating replacements, repairs, or refunds.
  • General feedback: Listening to your comments, suggestions, or concerns about our products, website, or services to help us improve.

2. Customer Service Communication Channels

We offer multiple convenient ways to reach our customer service team, so you can choose the method that works best for you:

2.1 Email Support

  • Best For: Detailed inquiries (e.g., order issues, return requests, product questions) that require documentation (e.g., order numbers, photos of items).
  • Response Time: We strive to respond to all email inquiries within 1-2 business days (excluding weekends and holidays). For urgent matters, please include “Urgent” in the email subject line to prioritize your request.

2.2 Website Support

  • Account Portal: Log into your account at www.jameseavery.com to access self-service tools, including:
    • Viewing order history and tracking details.
    • Initiating return requests (for eligible orders).
    • Updating account information (e.g., email address, shipping addresses).
  • FAQ Section: Visit the “FAQs” page on our website for answers to common questions about shipping, returns, product care, and more. This resource is available 24/7 for immediate assistance.

2.3 Mailing Address

  • For written correspondence (e.g., sending documentation related to returns or complaints), you can mail us at:
James Avery Artisan Jewelry
36 Heritage Road
Quincy, Massachusetts 02169
United States
  • Response Time: Mailed inquiries typically receive a response within 3-5 business days of receipt, as we process and address written requests thoroughly.

3. Customer Service Hours

Our customer service team operates during standard business hours to ensure we can provide focused, quality support:
  • Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (Eastern Time, ET).
  • After-Hours Support: While our team is not available outside business hours, you can still send an email or use the self-service tools on our website. We will address your inquiry promptly on the next business day.
  • Holiday Adjustments: During major U.S. holidays (e.g., Christmas, Thanksgiving, New Year’s Day), our customer service hours may be reduced or suspended. We will post holiday hours updates on our website in advance to keep you informed.

4. Issue Resolution Process

We follow a structured, customer-centric process to resolve your concerns efficiently:
  1. Inquiry Submission: Reach out via your preferred channel (email, website, or mail) and provide clear details about your issue, including your order number (if applicable), contact information, and any relevant documentation (e.g., photos of damaged items).
  1. Acknowledgment: We will confirm receipt of your inquiry within 24 business hours (via email or mail) to let you know we are working on it.
  1. Investigation & Action: Our team will review your request, gather necessary information (e.g., checking order records, coordinating with shipping carriers), and determine the best solution. For issues like defective items or shipping delays, we may need 1-2 additional business days to resolve.
  1. Resolution Notification: We will notify you of the outcome (e.g., refund approval, replacement shipment, address update confirmation) via your preferred contact method. If additional steps are needed from you (e.g., providing more information), we will clearly outline those next steps.
  1. Follow-Up: After resolving your issue, we may follow up within 3-5 business days to ensure you are satisfied with the outcome. Your feedback helps us improve our service for future interactions.

5. Service Commitments & Guarantees

We stand behind our customer service with the following commitments to ensure your trust and satisfaction:
  • Transparency: We will always communicate clearly about timelines (e.g., refund processing, delivery updates) and keep you informed if there are delays in resolving your issue.
  • Fairness: We will address all concerns objectively, honoring our policies (e.g., Return Policy, Shipping Policy) while considering individual circumstances to find the best solution for you.
  • Accountability: If an issue arises due to our error (e.g., incorrect item shipped, delayed order processing), we will take full responsibility and correct it promptly (e.g., offering a free replacement, expediting a refund).
  • Continuous Improvement: We regularly review customer feedback and service interactions to identify areas for improvement, ensuring our customer service remains aligned with your needs and expectations.

6. Feedback & Escalation

We value your feedback as it helps us enhance our service. If you are not satisfied with the resolution provided by our customer service team, you can escalate your concern:
  • Escalation Contact: Send an email to service@jameseavery.com with the subject line “Escalation: [Your Issue Summary]” and include your original inquiry details and previous communication references.
  • Escalation Resolution: Our customer service manager will review your escalated concern within 1 business day and provide a final resolution or update within 2-3 business days.
Whether you have a simple question about a charm or need help resolving a complex order issue, our team is dedicated to supporting you with care, professionalism, and efficiency—just as we do with every piece of jewelry we craft.