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Jeulia Reviews, Complaints & Contacts

Jeulia is an online jewelry store whose website says it is operated by Jeulia Trading Co., Limited, with an operation centre in Hong Kong. Pieces are made to order: production generally starts about two hours after payment, and later cancellations carry a 30% fee. Returns and exchanges must be requested within 30 days of delivery, and many customized items are non-refundable or carry a 35% restocking fee. BBB gives Jeulia Jewelry an F rating and states the reason as failure to respond to 35 complaints filed against the business; Trustpilot shows a TrustScore of 4.5 from more than 14,000 reviews.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
WEBSITEjeulia.com
HEADQUARTERSTsim Sha Tsui, Kowloon
PROFILE CHECKED2026-10-27
Submit a Complaint Official website ↗

Contacts

PhoneEmailAddress

Customer service & general contact

Reference numbers (not support lines)

Other contacts

VERIFIED

Locations

  • HeadquartersRoom 701, Unit 108, 7/F, Tower B, New Mandarin Plaza, 14 Science Museum Road Tsim Sha Tsui, Kowloon
EDITORIAL

Is Jeulia Legitimate?

BBB, Trustpilot

Legal name
Jeulia Trading Co., Limited
Business type
Online jewelry retailer (made-to-order sterling silver, gold and lab-grown diamond jewelry) operated, according to its Terms and Conditions, by Jeulia Trading Co., Limited
Website
jeulia.comSource: Jeulia Contact page, checked 2026-10-27
Headquarters
Tsim Sha Tsui, KowloonSource: Jeulia Contact page, checked 2026-10-27
  • Operator and governing law: Jeulia Trading Co., Limited, under the law of Hong Kong (Terms and Conditions).
  • Operation centre: New Mandarin Plaza, Tsim Sha Tsui, Kowloon, Hong Kong (Contact page); the page says this is not a return address.
  • U.S. address listed by BBB: 245 E Main St #107, Alhambra, CA 91801. It does not appear on Jeulia's Contact page and is not a return address given by Jeulia; get the return address from customer service.
  • BBB listing: Jeulia Jewelry, entity type Corporation, alternate name JEULIA LIMITED, business started June 19, 2018, not BBB Accredited.
EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints in the last 3 years
17 reviews · 35 complaints · BBB business grade F
Trustpilot
14,216 reviews · TrustScore 4.5 / 5
EDITORIAL

Complaint record: BBB, Trustpilot and posts on this site

No published complaint reports are currently linked to this profile.

BBB. The BBB profile for Jeulia Jewelry, Alhambra, CA gives the business an F rating and shows it is not BBB Accredited. Under "Reasons for rating", BBB lists failure to respond to 35 complaints filed against the business. BBB shows 35 complaints in the last 3 years, 23 of them in the last 12 months, and 17 customer reviews. The complaints are consumers' allegations.

Trustpilot. The Jeulia Jewelry page for www.jeulia.com is a claimed profile (since November 2016) with a TrustScore of 4.5 out of 5 from 14,216 reviews. Trustpilot notes that the company has not invited customers to review recently, so the reviews may not be representative, and shows that the company replied to 99% of negative reviews.

The two platforms collect feedback in different ways, and their figures are not combined here.

Had an experience with Jeulia? Tell other people what happened.

Submit a Complaint
EDITORIAL

Returns, exchanges, refunds, cancellations and warranty at Jeulia

In short. Contact Jeulia within 30 days of delivery (within 48 hours for a broken or defective item), start the return in "My Orders", and do not ship anything before Jeulia authorizes it. If the company does not resolve the problem, dispute the charge with your card issuer or PayPal; the steps and deadlines are at the end of this section.

Returns and exchanges. Jeulia's 30-Day Return Policy page says you may return or exchange an unused item in its original condition "as long as you contact us within 30 days from the delivery date." The steps it describes:

  1. Sign in, go to "My Orders" and select the item.
  2. Wait for the email titled "Notification of Your Return Progress from Jeulia" (the page says within 48 hours).
  3. Ship the item pre-paid by a traceable method and upload the tracking number.
  4. Include a note with the order number, your full name and email address.

The page says "Items returned without authorization will not be accepted," that returns without tracking "will not be processed," and that you should not send a return to the address printed on your package, because it is not Jeulia's return address. Promotional gifts must be sent back with a return, or their retail price is deducted from the refund.

What the policy says is not refundable or carries a fee. Listed as non-refundable: Final Sale items (no refund, exchange or resize); "Design your own" items; personalized items with engravings or photos; special-order items; rings in custom sizes (those with the extra $20 charge); items that are worn, damaged, altered or missing the jewelry tag; and items sent to you as a replacement or exchange. Design-your-own, personalized and special-order items can be exchanged for a 35% restocking fee. A 35% restocking fee also applies to returns or exchanges of items customized in 10K, 14K or 18K gold, with moissanite or with lab-grown diamonds, to lab-grown diamond returns (which must be unused and come with the original certificate), and to each item when three or more pieces from the same order are returned. The shipping rate before discount and any remote-area fee are not refunded, even if you paid nothing for shipping.

Refund timing and form. "Returns will be processed within 5 days upon receiving your package. The refund will be issued to your original payment account or in the form of store credit as you requested," and the page says to contact a representative to get authorization for a refund to the original payment account. Jeulia says it reimburses $10 of return shipping as store credit if you received the wrong item, or the item is broken, defective or has an incorrect engraving (for broken or defective items, contact Jeulia within 48 hours of receiving the order).

Cancellation. The same page says that, generally, items are sent into production 120 minutes after Jeulia receives the payment, and that cancellations after that time "will incur a 30% material and processing fee."

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Because of this, check engraving spelling, sizes and options before paying. The Terms and Conditions (Payment & Order) ask you to contact Jeulia as soon as possible to revise or cancel, say Jeulia is "not always able to revise or cancel an order already dispatched," and treat dispatched orders under the return policy.

Warranty. The One-Year Warranty page says all products are covered "against manufacturing defects, starting from the day when the original order was received." The customer pays shipping to send the item back, must use a tracked method, and bears the risk of loss in transit; Jeulia may void the warranty for modification, abuse or damage beyond normal wear, and repairs by anyone other than Jeulia void it. Examples the page does not treat as defects include discoloration from chemicals, cosmetics, pool, hot tub or bath water, normal wear of prongs and metal, and stones lost because a prong bent or snagged. For repairs outside the warranty, Jeulia says it quotes a price first and repairs only with your consent. Optional extended plans of 2, 3 or 5 years cost 10%, 15% or 20% of the item price; they can be added or cancelled within 30 days of receiving the order, and the plan's cost is refunded if the order is returned. Warranty repairs also start in "My Orders".

How to complain and escalate. Write to [email protected], or use live chat or a ticket on the Contact page (chat is staffed 5:00-8:30 PM and 10:00 PM-2:30 AM Pacific time, daily; a chatbot runs 24 hours). Give the order number, delivery date, photos and what you want (refund, exchange or repair), and keep copies of every reply, the order confirmation and a screenshot of the product page. Report a broken or defective item within 48 hours of delivery, which the return policy requires for the $10 return-shipping credit. If Jeulia does not resolve a charge you dispute, you can dispute it with your card issuer; for billing errors on a credit card, the Fair Credit Billing Act requires the written dispute to reach the issuer within 60 days after the first statement showing the charge. PayPal payments can be disputed in PayPal's Resolution Center; PayPal's User Agreement says a dispute must be opened within 180 days of the date you sent the payment.

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You can also file a complaint with the BBB, with your state attorney general's consumer protection office, with the FTC at ReportFraud.ftc.gov, and, because the operator is based in Hong Kong, with econsumer.gov, which handles cross-border complaints.

EDITORIAL

Who operates Jeulia, shipping and order terms

Operator. Jeulia's Terms and Conditions open with "This website is operated by Jeulia Trading co., Limited" and say purchases are subject to the terms and "other applicable laws(refers to the law of Hong Kong)." The Contact page says Jeulia "has multiple companies worldwide," places its operation centre at New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Kowloon, Hong Kong, and mentions other offices in the United States, the United Kingdom and Japan. The About Us page says pieces are designed and handcrafted at a studio headquartered in Hong Kong and are custom-made.

Processing and shipping. The Delivery & Shipping page says every item is made to order, so delivery time equals processing time plus shipping time. Processing, counted in business days from payment confirmation, is 1-3 days for Quick Ship (in-stock) items, 7-9 for out-of-stock items, 5-10 for custom-made items (plus 3-5 for a diamond upgrade), 7-14 for moissanite upgrades and 15-20 for enamel items. For the United States, standard shipping costs $9.90 (free on orders over $119) and takes 7-12 working days; express costs $49, takes 4-6 working days and cannot go to P.O. boxes or APO/FPO addresses. U.S. orders of $300 or more need an adult signature. An order with several item types ships together once the slowest item is ready unless you ask customer service to split it. The page calls shipping times courier estimates and says Jeulia "cannot be liable or held responsible for any delays after dispatch"; the Terms add, under Estimated Delivery, that Jeulia does "not guarantee delivery dates."

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Pricing errors and lost parcels. Under Pricing Errors, the Terms say Jeulia does "not honor inaccurate prices"; if an underpriced item is bought, Jeulia may, at its discretion, contact you or cancel the order, and if it has already shipped you agree to return the item or pay the difference. Under Disclaimers, the Terms say no refund is available for a parcel lost because the customer gave a wrong shipping address, and that damage to silver jewelry from knocks, friction or wearing it while bathing or in hot springs is not covered by the 30-day return policy.

Payment. The Terms list credit cards and PayPal as the main payment methods, so a card chargeback or a PayPal dispute is available if an order goes wrong.

EDITORIAL

Frequently Asked Questions

How long do I have to return a Jeulia item?

Jeulia's 30-Day Return Policy page says you may return or exchange an unused item in its original condition if you contact Jeulia within 30 days from the delivery date, and that the return must be started through "My Orders" in your account, authorized by Jeulia and shipped with tracking. Ask customer service for the return address; the address on your package and the Hong Kong office are not return addresses.

Does Jeulia charge a restocking fee?

The return policy lists a 35% restocking fee for returns or exchanges of items customized in 10K, 14K or 18K gold, with moissanite or with lab-grown diamonds, for lab-grown diamond returns, for exchanges of design-your-own, personalized and special-order items, and for each item when three or more pieces from the same order are returned.

How long does a Jeulia refund take?

The return policy page says returns are processed within 5 days of Jeulia receiving the package, with the refund issued to the original payment account or as store credit as requested; refund to the original payment account needs authorization from a Jeulia representative, so ask for it in writing when you start the return. The original shipping rate before any discount and remote-area fees are not refunded.

Can I cancel a Jeulia order?

Timing matters. The return policy page says items generally go into production 120 minutes after Jeulia receives payment, and cancellations after that time incur a 30% material and processing fee. The Terms and Conditions ask you to contact Jeulia as soon as possible, and an order that has already been dispatched is handled under the return policy.

Which Jeulia items are listed as non-refundable?

The return policy lists Final Sale items, "Design your own" items, personalized items with engravings or photos, special-order items, rings in custom sizes, items that are worn, damaged, altered or missing the jewelry tag, and items sent as a replacement or exchange. Design-your-own, personalized and special-order items can be exchanged for a 35% restocking fee; Final Sale items cannot be refunded, exchanged or resized.

What does the Jeulia warranty cover?

The One-Year Warranty page says products are covered against manufacturing defects for one year from the day the original order was received; the customer pays tracked shipping to send the item back. The page does not treat discoloration from chemicals, cosmetics or water, normal wear of prongs and metal, or stones lost through prong wear as manufacturing defects, and repairs by anyone other than Jeulia void the warranty. Paid extended plans of 2, 3 or 5 years are offered at checkout.

Who operates jeulia.com?

The Terms and Conditions say the website is operated by Jeulia Trading co., Limited and refer to the law of Hong Kong. The Contact page gives an operation centre in Tsim Sha Tsui, Kowloon, Hong Kong, says that address is not for product returns, and mentions other offices in the United States, the United Kingdom and Japan.

How long does Jeulia delivery take?

Delivery time is processing time plus shipping time, according to the Delivery & Shipping page. Processing takes 1-3 business days for in-stock Quick Ship items and longer for other pieces (7-9 for out-of-stock items, 5-10 for custom-made, 7-14 for moissanite upgrades, 15-20 for enamel); U.S. standard shipping then takes 7-12 working days, or 4-6 with express. The page calls these estimates, and the Terms say delivery dates are not guaranteed. The processing time for each piece is shown on its product page above the Add to Cart button.

What do BBB and Trustpilot show for Jeulia?

BBB rates Jeulia Jewelry F and shows it is not accredited; the reason BBB gives is failure to respond to 35 complaints filed against the business, and it shows 35 complaints in the last 3 years. Trustpilot shows a claimed profile with a TrustScore of 4.5 out of 5 from 14,216 reviews and notes that the company has not invited reviews recently. The two platforms are separate, and their figures are not combined.