We accept returns for refund or exchange within 30 days of shipment from our facility. We will send you a fully insured, free shipping label via email within one business day of your return request.
Note: Two complimentary returns are allowed per customer, per year. A Return Merchandise Authorization (RMA) number is required for all returns. You may request an RMA by following the steps outlined below.
Please note that to be eligible for return, items must be in their original purchase condition, including all product documentation, and shipped back to us within 30 days. Our diamond buyback program with Mondiamo is an option if you are outside of our return window.
To expedite an exchange for a different product, we recommend returning the original item for a refund and placing a new order. Please allow two weeks for your refund to be processed.
If a package or item delivered to you arrives damaged, please refuse the shipment or call us immediately at 1-(425) 350-1445. Please retain all packing materials unless instructed otherwise by Joy Mob. Claims for damaged or missing items must be reported immediately or within five days of receipt of your order. Joy Mob is not responsible for lost or damaged returned shipments.
Additional shipping charges may be incurred if packages are returned via alternate carriers (including, but not limited to Canada Post). Joy Mob reserves the right to charge your credit card for any fees we incur at time of package receipt.
For orders shipping to China, the 30-day period begins on the date you receive your order.
AFTER YOUR RETURN IS RECEIVED
Returns are processed weekdays and typically entered into our system within 24 business hours of receipt. Once entered into our system you will receive a confirmation email alerting you that your return has been passed along to our Quality Assurance department. Please allow five to 15 business days for this process to complete.
For refunds, please allow an additional three to four days to issue your credit and another two to eight days for your credit card company to refund your account. You may wish to contact your credit card company on posting guidelines as they can vary. Bank wire refunds of USD $1000 or greater typically take seven to 10 business days after the return has been processed. Returned orders with bank wire as the original payment method and a credit amount under USD $1000 will be refunded via check. Checks are sent via regular US Mail to the billing address in the original order (unless otherwise requested) and typically deliver within one week after the return has processed. Orders paid for through PayPal will be credited back to your PayPal account. Please allow up to two weeks for your account to be credited.
Please note that after a significant holiday, heavier return volumes can double the normal return processing times.
If you are expecting a return shipment you will receive an email once the outbound shipment date has been set. You will also receive a shipping confirmation email the day of the outbound shipment.
CANCEL OR CHANGE AN ORDER
If you would like to change or cancel an order please call a Blue Nile Diamond and Jewelry Consultant at 1-(425) 350-1445. We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. If your order has already shipped, please contact us to set up a merchandise return once you have received the shipment.