Customer Service Policy

At James Avery Malls, we take pride in crafting not only exquisite artisan-inspired jewelry but also exceptional customer experiences. Since 1954, our commitment to serving you with integrity, care, and professionalism has been as unwavering as our dedication to craftsmanship. This Customer Service Policy outlines our standards, services, and how we strive to meet your needs. For immediate assistance, contact us at support@jamesaverymalls.com or visit our website (jamesaverymalls.com).

1. Our Service Philosophy

We believe every customer deserves personalized, respectful, and efficient service. Our team is trained to listen to your needs, answer your questions thoroughly, and resolve concerns promptly—whether you’re seeking guidance on choosing a piece, tracking an order, or addressing a return. We treat your interactions with us as seriously as we treat the craftsmanship of our jewelry, aiming to build long-term trust and satisfaction.

2. Service Channels & Response Times

We offer dedicated support through the following channel to ensure you can reach us conveniently:
  • Email Support: Reach out to our team at support@jamesaverymalls.com for all inquiries, including product questions, order updates, returns, and complaints. We commit to responding to all emails within 24-48 business hours. For urgent matters (e.g., damaged deliveries, incorrect orders), please mark your email subject with “URGENT” to prioritize your request.
Our support hours align with standard business hours (Monday-Friday, 9:00 AM-6:00 PM EST). Inquiries received on weekends or holidays will be addressed on the next business day.

3. Core Service Commitments

We stand behind the following service guarantees to ensure your experience with James Avery Malls is seamless:
  • Product Information Transparency: Our team provides accurate, detailed information about all jewelry pieces—including materials, craftsmanship processes, care instructions, and sizing guidelines. If you need help choosing a piece for a specific occasion (e.g., gifts, milestones), we offer personalized recommendations based on your preferences.
  • Order Tracking & Updates: Once your order is processed and shipped, you’ll receive a confirmation email with a tracking number and delivery timeline (1-3 business days for processing, 6-12 business days for delivery). If there are any delays in processing or shipping, we will notify you via email with a clear explanation and revised timeline.
  • Returns & Refunds Assistance: Our team guides you through the return and refund process (outlined in our Refund Policy) step-by-step—from initiating a return request to processing refunds. We ensure eligible refunds are issued within 5-10 business days of receiving and inspecting returned items, and we provide timely updates on the status of your refund.
  • Free Shipping & Support for Issues: All orders qualify for free standard shipping, with no minimum purchase required. If your order arrives damaged, defective, or incorrect, we cover all return shipping costs and expedite replacements or refunds to minimize inconvenience.
  • Jewelry Care Guidance: We share professional tips on cleaning, storing, and maintaining your jewelry to extend its lifespan. Our team can also advise on repair options for worn or damaged pieces (excluding custom items) to help you preserve your cherished pieces.

4. Handling Special Cases

  • Custom & Personalized Items: For custom-designed jewelry, our team works closely with you to confirm design details, materials, and timelines before production begins. Since these pieces are made to order, they are non-refundable unless defective. If you have concerns about a custom piece, we address them promptly and offer solutions such as repairs or adjustments where possible.
  • Complaint Resolution: If you’re dissatisfied with our service or products, we follow a structured resolution process: acknowledge your complaint within 24 hours, investigate the issue thoroughly, propose a fair solution (e.g., refund, replacement, apology), and follow up to ensure your satisfaction. We document all complaints to identify areas for improvement.
  • International Customer Support: We provide the same level of support to international customers, including assistance with customs-related questions and order tracking. Note that international orders may be subject to local duties or taxes, which our team can help explain but does not cover.

5. Customer Feedback & Improvement

Your feedback is vital to our growth. We may follow up with you after your purchase or service interaction to gather your thoughts via a brief survey or email inquiry. All feedback is reviewed by our management team to refine our services, train our staff, and enhance our product offerings. We also encourage you to share your experience on our website or social media channels—your insights help us serve you better.

6. Contact Us

For any questions, concerns, or requests, please contact our customer service team at: support@jamesaverymalls.com. We value your trust in James Avery Malls and are committed to making every interaction with us a positive one.
This Customer Service Policy is subject to updates to reflect improvements in our services. We recommend reviewing it periodically to stay informed of our latest standards. Your purchase or use of our services constitutes acceptance of this policy.