FAQ

What is your return policy?

We accept returns within 30 days of delivery on unworn items in original packaging

  • Full-price items → refund to original payment method
  • Discounted items → store credit

For full details and to start a return, visit our Shipping & Returns page [here]


Where do I enter my discount code?

You can apply your code at checkout before placing your order

Desktop:
Enter your code on the right side after entering your shipping info, then click Apply.

Mobile:
Enter your code after selecting your shipping method, then tap the arrow to apply.

Having trouble? Try this:

  • Double-check for typos or extra spaces
  • Make sure the code hasn’t expired
  • Confirm your items are full-price

Please note: Discount codes can’t be combined and don’t apply to sale items


How should I care for my jewelry?

A little care goes a long way. To keep your pieces looking their best:

  • Remove before swimming, showering, or working out
  • Avoid water and moisture to prevent oxidation
  • Keep away from perfumes, lotions, and hairspray
  • Store in a dry place when not in use
  • Use a soft polishing cloth to gently clean

Some wear over time is expected and can vary based on skin chemistry. For a more in-depth explanation of how to care for your jewelry, visit our Jewelry Care page [here].


Where can I shop JaxKelly in person?

We’d love to help you find a store near you. Email us at support@jaxkelly.com with your zip code, and we’ll send you to nearby retailers.


Where is my order?

Once your order ships, you’ll receive a tracking email.

Didn’t get it?

  • Check your spam or promotions folder
  • Search for “JaxKelly” in your inbox

If your order hasn’t shipped yet, it’s likely still within our 1–3 business day processing window (up to 7 during peak times).


My package says delivered, but I don’t have it

This happens sometimes

  • Please wait 3–5 days (carriers may mark packages early)
  • Check with neighbors or your local mail area

If it still hasn’t shown up, reach out and we’ll help you look into it


Can I change or cancel my order?

We totally get it—things happen. We can update or cancel orders before they ship only. Email us as soon as possible at support@jaxkelly.com, and we’ll do our best.


My item arrived damaged or it was an incorrect item.

We’re so sorry about that. Please email us within 14 days of delivery with:

  • Your order number
  • A photo of the item

We’ll make it right as quickly as possible.


Do you offer bulk discounts?

Yes, we offer bulk pricing for larger orders.

To get started, email support@jaxkelly.com with:

  • The item(s) you’re interested in
  • Quantity
  • Your timeline

We’ll get back to you with pricing and availability.


Do you offer wholesale?

We do! You can apply and find more details on our wholesale page [here]

Already a wholesale partner? Log in to your wholesale account or reach out to sales@jaxkelly.com if you need help accessing it.