Contact Us

Jewlegacy™ is owned and operated by Hangzhou Jiuyang Network Technology Co., Ltd. | Legal Representative: Zhang Xinjie | Customer Support Email: service@jewlegacy.com
Business Address: Room A-191, No. 30 Sanliting Road, Zhanlongkou Subdistrict, Shangcheng District, Hangzhou City, Zhejiang Province

Customer Care & Business Contact

Jewlegacy™ provides customer assistance for product questions, order enquiries, delivery updates, tracking issues, return requests, damaged merchandise, incorrect items, missing components, refunds, and general website matters.

Official Business Information

Brand: Jewlegacy™
Legal Company Name: Hangzhou Jiuyang Network Technology Co., Ltd.
Legal Representative: Zhang Xinjie
Business Address: Room A-191, No. 30 Sanliting Road, Zhanlongkou Subdistrict, Shangcheng District, Hangzhou City, Zhejiang Province

Customer Service

Customer Support Email: service@jewlegacy.com
Telephone: +86 16665775910
Customer Service Hours: 8:00 AM–10:00 PM, China Standard Time (UTC+8)

Messages received outside normal customer service hours may be reviewed during the next available service period.

Standard After-Sales Review Time

After-sales requests are normally reviewed within 3 business days after enough information has been received to understand the issue.

Some enquiries may be completed during the first review.

More complex cases can require:

  • warehouse verification;

  • carrier information;

  • product-condition review;

  • confirmation of the selected variation;

  • or other reasonable investigation.

Where additional information is necessary, customer support may contact the customer.

How to Contact Us About an Order

For an existing order, please provide:

  • order number;

  • name associated with the order;

  • email address associated with the order;

  • product concerned;

  • selected variation where applicable;

  • and a concise description of the issue.

Where relevant, clear photographs or short video may be requested.

Please avoid providing confidential information unrelated to the support request.

Product Questions Before Ordering

Customers may contact us if clarification is required before ordering.

For jewelry products, common information may include:

  • size;

  • dimensions;

  • chain length;

  • bracelet length;

  • fastening method;

  • material;

  • finish;

  • color variation;

  • included components;

  • and ordinary care recommendations.

Customers should also review the complete product description before making a selection.

Order Preparation Questions

Standard orders are generally prepared within 1–3 business days.

If an order remains in preparation materially longer than the normal period, customers may contact us for an update.

Transportation Questions

Estimated transportation after dispatch is normally 3–7 business days.

If tracking remains unchanged for an unusual period or a shipment appears substantially delayed, contact:

service@jewlegacy.com

Please provide the order number and tracking reference where available.

Our team will review the available information and may contact the relevant fulfillment or transportation provider where appropriate.

Tracking Shows Delivered but the Parcel Cannot Be Found

If tracking shows delivery but the parcel cannot be located, customers should first check:

  • the immediate delivery location;

  • other household members;

  • building reception;

  • parcel lockers;

  • secure delivery areas;

  • and available carrier notes.

If the parcel remains unavailable after reasonable checking, contact customer support.

A delivered tracking status does not automatically prevent a reasonable delivery concern from being investigated.

Return Requests

Eligible merchandise may be returned within 30 calendar days after delivery.

To request a return, contact:

service@jewlegacy.com

Please provide the order number, item concerned, reason for return, and relevant product-condition information.

Return Destination Notice

The legal business address displayed above identifies Hangzhou Jiuyang Network Technology Co., Ltd. as the operator of Jewlegacy™.

Please do not automatically send merchandise to the legal business address.

The facility used for product returns may differ according to fulfillment location, product allocation, delivery destination, or other operational requirements.

After a return request is approved, customer support will provide the appropriate return destination and instructions.

Damaged Merchandise

If jewelry arrives materially damaged, contact our support team promptly.

Useful information may include:

  • order number;

  • photograph of the complete item;

  • close-up photographs of the damaged area;

  • photographs of outer or protective packaging where relevant;

  • and a short description of the condition.

Incorrect Product or Variation

If you receive a product, finish, size, color, or variation that does not correspond to the order, contact us.

Photographs showing the item received may be requested.

After the discrepancy has been confirmed, an appropriate solution will be provided.

Missing Jewelry Components

If an item arrives without a component that should have been included, such as a backing, clasp element, chain component, paired piece, or other listed part, please contact us before sending the entire order back.

Depending on the circumstances, a suitable resolution may include supplying the missing component, replacement, refund, or another reasonable solution.

Refund Enquiries

After approval, refunds normally complete within 7–10 business days.

If more than 10 business days have passed after confirmation of approval, contact our support team with the order number so the status can be reviewed.

Customer Contact Summary

Jewlegacy™ Customer Support
Email: service@jewlegacy.com
Telephone: +86 16665775910
Customer Service Hours: 8:00 AM–10:00 PM, China Standard Time (UTC+8)