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FAQ

Frequently Asked Questions

 

When will the purchased jewelry arrive?
Nearly all the jewelry we sell is in stock, and already on the day the order is received we pack and prepare the jewelry for delivery. For orders in Israel, your purchase will arrive in three days, international orders are sent through a courier (DHL) to the address given at the time of order, arriving within 2 - 3 working days. The arrival time of the courier will be coordinated with you over the phone nearer the day of delivery.


Do I need to pay for delivery?
No, delivery is free, no additional cost.


Is there a warranty on youme products?
Of course!
On gold jewelry we provide a lifetime guarantee on the materials from which the jewelry is made for any defect revealed in the jewelry, with the exception of: Breaks, tears, crushing, scratches.


What's the standard of quality of youme jewelry?
youme jewelry is made of solid 14K gold in accordance to strict international standards, and with the approval of the Standards Institute of Israel.


Is it possible to bathe or swim in the sea with jewelry made from gold?
Our quality jewelry in made from gold to the standard of 14K, and getting the jewelry wet is not a problem. It will not react or oxidize - we guarantee it!


Is it possible to clean the jewelry?
Of course: Leave the item in hot water with a bit of dish soap for 5 minutes, then rinse clean. Ensure it's dry before putting away.


Why should I register with the website? what can I find in my personal area on youme's site?
When you register, a personal area will be created offering some advantages:
- The possibility to track your item after your order.
- Exclusive offers and seasonal sales.
- Tracking in real time of your order until receipt of the jewelry.
- View and manage the items marked on your Wish List.


Can I change the details of the order after payment?
We want your order to arrive at its destination as soon as possible, and so you can change the details of the order until the time of 15:00 on the day of ordering.
If you completed your order on a day which is not a working day (such as on the weekend or a holiday), you can change the details of the order until the time of 15:00 on the next working day.
Please note, changing the details of your order is likely to cause a delay of an additional working day in the delivery of your jewelry.


Can I cancel my order?
Orders can be cancelled for any reason.
As we make great efforts to send the order out as soon as feasible, it is possible to cancel an order until the time of 15:00 on the day of ordering. After this time the shipment is already on its way to you.
If you still wish to cancel your order, you can return the jewelry to us at no charge up to 14 days from the day of ordering, and receive a full refund.
If the order was placed on a day which is not a working day (such as the weekend or holiday), you can cancel your order until the time of 15:00 on the next working day.


Can I change my mind or simply return an item because I didn’t like it?
We're proud of and love our products, but if for any reason you are not happy with your jewelry you can return it to us, at no charge, within 14 days from the day or purchase, and receive a full refund.
All you need do is:

1. Email us at [email protected] with your Order Number and Item number, and we will cancel your order.
2. Put the items to be returned into an envelope, along with the order details enclosed with the item of jewelry.
3. Affix the sticker of free return shipping on the envelope and drop it off at your nearest post office branch. If you are outside of Israel, please take the item to your post office and send it back to us, but be sure to ask for a receipt for the cost of shipping and email it to us - we will reimburse the cost of postage.

For your convenience, it's possible to exchange or return the item directly at our offices on Sunday - Thursday between the hours of 09:00 - 17:00. Our address: 5 Har Sinai Street, Third Floor, Tel-Aviv.
With the receipt of the jewelry at our offices we will credit the card used for payment, and let you know.
The item must be returned in one piece, unworn and in its original packaging.



If you want to return an item after 14 days?
After 14 days and up to 30 days after the date of purchase it is possible to return the item and receive a credit note to use on the website.
To receive the Credit Note:

1. Email us at [email protected] with your Order Number and Item number, and let us know the item is being returned to us.
2. Put the items to be returned into an envelope, along with the order details enclosed with the item of jewelry.
3. Affix the sticker of free return shipping on the envelope and drop it off at your nearest post office branch. If you are outside of Israel, please take the item to your post office and send it back to us, but be sure to ask for a receipt for the cost of shipping and email it to us - we will reimburse the cost of postage.

For your convenience, it's possible to exchange or return the item directly at our offices on Sunday - Thursday between 09:00 - 17:00.
Our address: 5 Har Sinai Street, Third Floor, Tel-Aviv.
On receipt of the returned jewelry at our offices we will send to your email address a Credit Note Voucher which can be used on the website.
The item must be returned in one piece, unworn and in its original packaging.
It is not possible to return or exchange an item more than 30 days after the date of its purchase.



Wait a minute, from when are 14 days counted and from when 30?
The days of return are counted from the day you received the item of jewelry until the day you arrived with the envelope of returns to the post office, or our offices. Not to worry, even if the item arrives to us after the 14 / 30 days, we can know when the items was sent by the post mark on the envelope.


Please do not hesitate to contact our Customer Service with any questions or queries via email or telephone:
[email protected] or call us +972 (0)3 621 9955 on Sunday - Thursday between the hours of 09:00 - 17:00



You're important to us - we'll be delighted to assist in any matter!