FAQs

1. HOW DO I KNOW MY SIZE?

DISCLAIMER: Please note that JO ATELIER sizing is unique and we do not recommend using our chart if you plan on purchasing at other stores as the sizing will not be similar.

A. RING

Make sure your finger is at a normal body temperature — fingers can shrink or expand when cold or hot. If your knuckle is much larger than your finger’s base, take two separate measurements and choose a size in between. You want a ring to fit over your knuckle, but not be too loose or it will shift around.

Method 1 Finger Circumference

1. Use a strip of paper & wrap it round your finger

2. Mark the spot where the paper meets

3. Use a milimeter (mm) ruler to measure the paper & refer to our chart below


Method 2 Inner Ring Diameter

1. Take an existing ring you own, preferably a milimeter (mm) ruler

2. Measure the inner diameter & refer to our chart below

 

This method is best used to cross check only after measuring with other methods. We do not recommend that you solely depend on this method to determine your size.


B. BRACELET

We have fixed bracelet lengths. Using a measuring tape, please measure the circumference of your neck and refer to the necklace length below to find your desired fit.

16cm I 18 cm


C. NECKLACE

We have fixed necklace lengths. Using a measuring tape, please measure the circumference of your neck and refer to the necklace length below to find your desired fit.

38cm | 40cm | 45cm | 50cm | 55cm | 60cm | 70cm | 75cm



2. WHAT MATERIALS DO YOU USE IN YOUR JEWELLERY?

Our product is made with 17K Gold and are available in 3 different colours, Yellow, White and Rose. All our jewellery are encrusted with the finest of Cubic Zirconia.



3. HOW DO YOU SHIP MY PACKAGE?

For domestic shipments within Indonesia, we use JNE YES (Yakin Esok Sampai), SICEPAT BEST and RPX NDP (Next Day Package). We currently do not offer international shipping through our website, but we are working hard to make this happen. Tracking information will be provided once we have processed your order. It is the responsibility of the customer to provide relevant details for JO to process the order. Please double check all information.



4. HOW CAN I TRACK MY ORDER?

You can view your order status by clicking TRACKING ORDER





5. HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

Most items ship immediately, provided the item(s) is in stock. If an item(s) is sold out or on backorder, our concierge will contact you with an estimated delivery date. All orders placed for production will take 3-4 weeks. If your order is ready before the estimated date, the item will ship as soon as it is complete. You will receive an email once your order ships with tracking information and an estimated delivery date. Please note that once the production process has started you can't cancel your order. If you have any questions or concerns regarding your order please contact us at info@joatelier.com



6. HOW DO I TAKE CARE OF MY JEWELRY?

Your jewelry is precious and does require some care and attention on a daily basis. We recommend the following tips to keep your pieces looking their best:

- Remove all jewelry when washing your hands, putting on perfume, or applying face cream. These products may cause the metal to tarnish.

- Avoid contact with household detergents.

- Avoid putting your jewelry near sources of intense heat such as tanning beds, hot tubs, etc.

- Avoid wearing jewelry at the gym, the beach, swimming in the pool, or during any active sports. These environments could cause irreparable dents, scratches, or loosen diamonds.





7. HOW TO REFUND A PRODUCT?

Please understand that since all JOATELIER.COM are handcrafted and not mass produced, slight variations from the product photographs is not considered a flaw and therefore is not a reason for refund or exchange.

If you have received a wrong or faulty item that has been an error on our part, please contact us immediately along with a snapshot of the item and the order ID to info@joatelier.com, via Messenger by clicking the button “Message Us” or Whatsapp +6281-331-971-277 within 24 hours. Make sure to mail it back along with the certificate of authentication, canvas pouch and box. We do not provide returns for items that have been incorrectly ordered or items that have been shipped incorrectly to the address provided. We do not provide size exchanges. We cannot provide returns for earrings due to hygiene purposes. We do not provide cash refunds for returns, only credits and exchanges. All sale items are final. All sale items are non-changeable and non-refundable.




At JO ATELIER we take great pride in our quality and craftsmanship. However, jewelry by its very nature is delicate. If you should need repair on any jewelry piece purchased from JO ATELIER, please email info@joatelier.com Repairs will be assessed on an individual basis.

JO ATELIER will repair at no charge any breakage caused by manufacturer defect within 24 hours of purchase. Repairs needed after these timelines or deemed to be caused by misuse will incur a repair charge at the customer’s expense, beginning at Rp __ (plus any applicable shipping fees). Please let us know in advance if you plan to send a repair by sending an email to info@joatelier.com We will then provide a form for you to fill out and include with your package.  Jo Atelier will alert you of tracking for your repair by email.


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