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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
Frequently Asked Questions
Who operates Jewlegacy™?
Jewlegacy™ is owned and operated by Hangzhou Jiuyang Network Technology Co., Ltd.
The Legal Representative is Zhang Xinjie.
The business address is:
Room A-191, No. 30 Sanliting Road, Zhanlongkou Subdistrict, Shangcheng District, Hangzhou City, Zhejiang Province.
How can I contact Jewlegacy™?
Customer support enquiries may be sent to:
For an existing order, please include your order number.
How long does order preparation take?
Standard orders are generally prepared within 1–3 business days.
Order preparation may involve product allocation, item checking, protective packing, labeling, and dispatch coordination.
Is preparation time included in the transportation estimate?
No.
The normal operating stages are:
Order Preparation: generally 1–3 business days.
Transportation After Dispatch: normally 3–7 business days.
How long does transportation normally take?
Transportation after dispatch is normally estimated at 3–7 business days.
Can delivery take longer than the estimated period?
Yes.
Weather, public holidays, carrier congestion, customs procedures where applicable, remote destinations, regional disruptions, or other events outside ordinary operational control may occasionally extend transportation.
Where are Jewlegacy™ orders dispatched from?
Orders may be fulfilled through our own or partner facilities depending on inventory location and destination.
The business address displayed on the website identifies the company operating Jewlegacy™ and does not necessarily represent the physical dispatch location of every order.
How are shipping charges handled?
Where a shipping charge applies, the applicable amount is displayed before final order submission.
The amount may depend on the destination, available transportation service, and parcel characteristics.
Will I receive tracking information?
Where tracked transportation is available, tracking information is provided after dispatch.
The first carrier scan may not appear immediately.
My tracking is not updating. What should I do?
If tracking remains unchanged for an unusual period, contact:
Please include the order number and tracking reference.
What happens if my parcel appears lost?
We may review fulfillment information, tracking records, carrier notices, and other relevant delivery information.
Where appropriate, an investigation may be requested.
Depending on the result, an appropriate resolution may include continued investigation, replacement, refund, or another reasonable solution.
What if tracking says delivered but I cannot find my parcel?
First check the immediate delivery location, household members, building reception, parcel lockers, safe delivery areas, and carrier notes.
If the parcel remains missing, contact us.
A delivered tracking event does not automatically prevent us from reviewing a legitimate concern.
Can I correct my address?
Contact our support team as soon as possible.
We will make reasonable efforts to correct an address before dispatch.
Once carrier handling begins, modification may no longer be operationally possible.
Can I cancel my order?
Cancellation requests should be submitted as soon as possible and before dispatch.
Where the order can still reasonably be stopped, we will make reasonable efforts to assist.
Cancellation may no longer be possible after dispatch has begun.
Do you impose an arbitrary cancellation penalty?
We do not impose an arbitrary penalty merely because a customer requests cancellation.
The principal limitation is whether the order can still be stopped before dispatch.
What happens if the order can no longer be cancelled?
An eligible product may still qualify for the applicable return procedure after delivery.
How long do I have to request a return?
Eligible products may be returned within 30 calendar days after delivery.
How do I request a return?
Contact:
Include the order number, item concerned, reason for the return, and relevant information concerning the item's condition.
Please wait for return instructions before sending merchandise.
Is the legal company address the return warehouse?
Not necessarily.
The legal business address identifies the company operating Jewlegacy™.
The appropriate product return facility may be located elsewhere.
Customer support will provide the correct destination after a return request is approved.
What condition should a preference-based return be in?
The jewelry should generally remain unworn beyond reasonable inspection, clean, materially unaltered, complete, and accompanied by original packaging and included components where reasonably possible.
Can I open the package to inspect an item?
Yes. Reasonable inspection alone does not automatically make an otherwise eligible product non-returnable.
Extensive wear, alteration, deliberate damage, missing components, or material condition changes caused after delivery may affect preference-based return eligibility.
What if an item is personalized or customized?
Products specifically identified before ordering as personalized or customized may have additional return limitations where permitted by applicable law.
Any such restriction should be clearly disclosed on the relevant product page before the order is submitted.
A customization restriction does not automatically remove assistance where the item arrives damaged, defective, incorrect, or materially inconsistent with the submitted customization information.
What about pierced jewelry?
Where a product presents genuine hygiene considerations after use, preference-based return eligibility may be limited where permitted by applicable law.
Any applicable limitation should be clearly disclosed before ordering.
This does not automatically remove assistance for an item that arrives damaged, defective, or incorrectly supplied.
Who covers return transportation?
For a preference-based return involving a correctly supplied product, the customer is generally responsible for reasonable return transportation costs.
Where a product is confirmed to have arrived damaged, defective, incorrect, or materially inconsistent with its description because of our fulfillment process, we will provide an appropriate solution without requiring the customer to bear additional return transportation costs caused by the confirmed issue.
What should I do if jewelry arrives damaged?
Contact customer support promptly and provide the order number and clear photographs showing the condition.
Packaging photographs may also be useful.
What if I receive the wrong finish or variation?
Contact us with photographs of the item received and your order information.
After confirmation, an appropriate resolution will be provided.
What if part of the jewelry is missing?
Contact us before returning the entire order.
Depending on the circumstances, we may arrange a missing component, replacement, refund, or another reasonable resolution.
Why might jewelry look slightly different from online photographs?
Jewelry often reflects surrounding light and colors.
Photographic lighting, viewing angle, monitor settings, material characteristics, and production tolerances can create small visual differences.
A material discrepancy affecting the identity or principal description of the product should be reported.
Why can an item appear larger online?
Close-up photography is used to show fine details.
Customers should review the actual measurements provided on the product page when determining physical scale.
How quickly are after-sales enquiries reviewed?
Normally within 3 business days after sufficient information has been received.
How long does an approved refund take?
Approved refunds normally complete within 7–10 business days.
Can one order arrive in more than one parcel?
Yes.
Inventory allocation or fulfillment arrangements may occasionally require separate parcels.
When multiple tracking references are provided, the parcels may arrive at different times.
Need help reading this record?
Client care can clarify product information, orders, delivery status and the published policy process.