Frequently Asked Questions
Is shipping free worldwide?
YES! We are delighted to offer our customers free shipping around the world! On the rare occasion, some items cannot by shipped to certain countries due to logistic reasons however if this is the case for your order we will contact you by email within 72 hours to process a full refund.
Can I change or add something to my order?
Absolutely, any changes can be made within 12 hours of your order being placed on our website, after this time no more changes can be accepted. All you need to do is contact us and request a cancellation or change of order within this time.
We will also need to cancel and refund the existing order if you wish to change an item. If you would just like to add something it would be easier and faster for you to just place an additional separate order through the normal checkout process on our website and you don't need to contact us in this case.
I need to phone you or need someone to call me, what is your customer service centre phone number?
We do not currently have resources for a phone customer service team as yet, as we are still a small growing business and team. However you can reach our friendly customer service team 24 hours a day either via our contact form, email at firstname.lastname@example.org or our Facebook page and send us a private message. Our friendly staff will respond within 24 hours, 7 days a week and be happy to help you with any questions you may have.
Please note that we have had trouble reaching customers using Apple's @icloud.com email addresses. If you do not receive a reply within 24 hours please try another email address like Google's @gmail.com, check spam or junk email folders or reach out to us via our Facebook page and send us a private message.
What if my ring is the wrong size when I receive it?
Before you order, please measure yourself using our Ring Size Chart or if you're not sure you can use our handy ring size tool Find My Ring Size which will automatically calculate your ring size using your computer screen!
Our ring size tool Find My Ring Size is also great if you're buying a gift for someone but don't know their ring size. All you need is one of their old or current rings they wear and Find My Ring Size will calculate their size for you.
However, if you still happen to receive a size that doesn't fit we'll be happy to exchange this for you for another size if available at time we receive your return. If a new size is not available we will offer you a full refund provided the item(s) are returned under the conditions of Returns and Shipping policies.
Please be aware we will have to have a new item made for you and shipping times will be the same as if you were ordering a new item in our store.
You will also need to cover all shipping costs of your return to us. When we have made you a new item and shipped it out there will be no shipping charge to send it back to you, shipping will be free.
I ordered a custom ring however the personalized text engraving &/or birthstone is incorrect, what do I do?
Your satisfaction is our priority so please contact customer service so we can investigate whether this was an error on our behalf or at the time of ordering. If we find the error was on our behalf we will send you out a new personalised item (if available) or process a full refund for you right away.
If we find the error was due to you at the time of ordering (e.g. a misspelled name to be engraved), we can only offer a partial refund (50%) on these items due to their personal customisations and inability to be resold, as long as we receive your return within our 100 day return policy.
How do I order a gift for someone?
It couldn't be easier! All you need to do is enter your email address details to receive all buyer information (including the receipt) but make sure instead of entering your address during checkout to enter in the address and shipping information for the person the gift is for.
During the checkout process, you'll see a comment box where you can make a note to our customer service for your order from Just Promise Rings. Just make a note inside that box that this item is for a gift and we will make sure no receipts are in the package.
I've received one of my items but I ordered more, where's the rest?
We use designers all over the world, so for those logistic reasons if you order more than one item these will often get sent from different warehouses and so arrive at different times, in separate packages.
This also reduces the risk of any custom fees for our customers. Some may arrive faster than others but you will receive all your items within the specified shipping times. We will also notify you by email after each item has been packaged and shipped to you.
How long until I will receive my item(s)?
Occasionally items can get delayed at customs, depending on the courier or during busy holiday periods. We appreciate your patience.
- United State Of America, Australia, United Kingdom, New Zealand and Canada
- Our FREE international shipping time to the USA, Australia, United Kingdom, New Zealand and Canada
- Only takes approximately 4 - 5 weeks (20 - 25 BUSINESS days).
- We guarantee you will receive your order to the USA, Australia, United Kingdom, New Zealand and Canada by 35 BUSINESS days / 7 weeks and this includes 5-7 days order processing after purchasing the item(s) on our website.
- Rest Of The Word (Outside the USA, Australia, United Kingdom, New Zealand and Canada)
- FREE Shipping to the rest of the world (outside of the USA, Australia, United Kingdom, New Zealand and Canada)
- Takes approximately 8 to 10 weeks (40 - 50 BUSINESS days)
- Occasionally items may arrive faster depending on your location but we guarantee you will receive your order by 65 BUSINESS days / 13 weeks (this includes 5 days processing).
If you still haven't received your order after these maximum guaranteed shipping times (35 business days USA / 65 business days rest of the world) please contact us with your order number.
Please note if you're buying a gift for someone
If you are ordering a gift for someone due by a specific date (e.g. birthday or anniversary) please allow the maximum shipping wait times (35 business days USA / 65 business days rest of the world) for your item(s) to arrive as we cannot guarantee your items will arrive before these times.
I placed an order but I haven't received my tracking information
A tracking link will be in your shipping confirmation email which you will receive 5-7 business days after you purchase item(s) on our website and your orders have been processed ready to ship. Once they are shipped you will then receive a shipping confirmation email with your tracking.
It takes 7-10 business days for the shipping companies to update their computer systems once orders are shipped, so please wait 7-10 business days after receiving your shipping confirmation email for your tracking to appear and be active in their system.
Generally, only all orders to the USA, Australia, United Kingdom, New Zealand and Canada receive postage tracking. For customers outside of the USA, Australia, United Kingdom, New Zealand and Canada tracking is usually unavailable depending on the item and your location. Occasionally we can offer order tracking to other countries, however this is not guaranteed and dependant on the item(s) you purchase.
If you're outside the USA, Australia, United Kingdom, New Zealand and Canada and would like to check if your item has order tracking for your country before you make a purchase we'd be happy to help and check this for you prior. Please contact our customer service team.
If you have received your shipping confirmation email and the tracking link is still inactive after 10 business days after receiving your shipping confirmation email, and you are outside the USA, Australia, United Kingdom, New Zealand and Canada, this mean your order does not have tracking.
If your in the USA, Australia, United Kingdom, New Zealand and Canada or eligible for order tracking, it takes approximately 7-10 business days for tracking codes to be issued by the shipping company. If you haven't received a shipping confirmation email with tracking information after 10 business days of your order or if your tracking link is still inactive 10 business days after you received your shipping confirmation email, please contact us.
Once you receive your tracking information please allow 24 to 48 hours for it to show the active status of your order.
You can also check the status of your order(s) on our website at any time with your tracking number here: Track Your Order
For all other orders to the rest of the world (outside the USA, Australia, United Kingdom, New Zealand and Canada), you will receive a shipping notification email as soon as your item(s) have been shipped so you also will know they're on their way to you!
What is Buyer Protection?
Buyer Protection is a set of guarantees that enables you to shop with confidence from our online store.
You are protected when:
- The item you ordered did not arrive by the maximum shipping times specified (35 business days within USA, Australia, United Kingdom, New Zealand and Canada / 65 business days rest of the world).
- The item you received was not as described (we guarantee the design will be as described however design colours may vary slightly due to differences in computer monitor screens).
- The item you received was damaged or defective.
Where do your items come from?
Just Promise Rings is based in Victoria, Australia while majority of our hand picked products are carefully selected, designed (many are delicately hand made) and sent from our professional jewelry designers in mainland China. We also use designers in the USA and Australia for some of our products and these details will be listed in the specification details of our products under the "Made In" section.
How will my items be shipped?
All our products are carefully packaged and shipped from China, Australia and USA by USPS, FEDX, AusPost, ePacket, China Post or EMS depending on the weight and size of the product.
What payment merchants do you use and how am I protected?
We use PayPal which offers fantastic customer protection and Stripe payment merchants which offers state of the art fraud protection as well as exceptional PCI-DSS compliance. We host our website on Shopify e-commerce platform with 256-bit SSL encryption so you can feel 100% secure buying with us. We do not store your credit/debit cards nor do any of our staff see your credit/debit cards on our site, your credit/debit card information is kept 100% secure off our site as it is processed only through Stripe or PayPal.