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Guarantee and Repair

Proof of Authenticity

STAR JEWELRY Product Sign

Every piece of genuine Star Jewelry merchandise is engraved with the Star brand mark as a sign of its authenticity.

Guarantee Card

A Guarantee Card is issued with every STAR JEWELRY purchase. This guarantees the quality and authenticity of your product.
If your product becomes faulty through normal use, please bring the product into a STAR JEWELRY store together with the Guarantee Card issued at purchase. Faults arising through normal use within three years of purchase will, as far as possible, be repaired for free.

For more details, see Guarantee after Purchase

Caution on Imitation Products

STAR JEWELRY products should only be purchased directly from STAR JEWELRY stores or from our official online store. Please beware of imitations and items sold under the name of STAR JEWELRY through sales channels other than our official stores.

Guarantee after Purchase

Reliable Three Year Guarantee

Any damage through normal use within three years of purchase will, as far as possible, be repaired for free. However, deliberate damage, the loss of major parts of the product, and resizing are not covered by the guarantee. For further details, please see Repairs.

Lifetime Guarantee

Certain items, including bridal jewelry, are eligible for lifetime aftersales services, in addition to the three year guarantee outlined above.
These enhanced services are only possible thanks to our outstanding STAR JEWELRY craftsmanship.
e.g. Stone re-setting, refinishing, resizing (first resizing only)

For more details, please contact our store personnel or Customer Services at shopping@star-jewelry.com

Repairs

All repairs are carried out with the utmost care by master craftsmen at our in-house workshop.

Repair Process

All official STAR JEWELRY stores accept items for repairs; items do not have to be returned to the original store for repair. Kindly note that, in some cases, it may not be possible to repair items, depending on the nature of items and the damage or fault. Please bring items for repair to your nearest official STAR JEWELRY store, together with their Guarantee Cards. If you do not have access to an official STAR JEWELRY store, you can send items in for repair via Customer Services. Items should be packaged securely to avoid damage during delivery, and sent by FedEx (recommended) or an equivalent service to the address below. You should notify STAR JEWELRY in advance of sending items, via the email address below.

Repair Procedure for Overseas Customers

Step 1

Please use FedEx (recommended) or an equivalent service and send to the address below.

Customer Service for Overseas
STAR JEWELRY CO.,LTD.
1-24 Motomachi, Naka-ku, Yokohama-city 231-0861, Kanagawa, JAPAN
Tel: 81-45-212-6880 Open: Tue–Sat 9:30am–6:30pm
shopping@star-jewelry.com

What to include:

  1. All parts of the damaged or faulty item(s).
  2. Guarantee card(s).
  3. Your name, shipping address, phone number and e-mail address.
Step 2

Clearly state on the Package Form that the item(s) are "Damaged Accessories" being shipped for repair, and bears no customs value.

Step 3

Secure and seal the package carefully to avoid damage to the contents during shipping.
We will send you a confirmation e-mail on receipt of the package.

Repair Fees

Faults arising through normal use within three years of purchase will, as far as possible, be repaired for free. However, deliberate damage, the loss of major parts of the product, or resizing, are not covered by the guarantee. For items purchased more than three years earlier, repairs can be carried out for a repair fee. Please consult our store staff for further details.
Your Guarantee Card will be checked for details regarding the purchase date of the repair item. If the date of purchase cannot be confirmed, you will be charged for any repairs regardless of whether the request for repair is made within three years of purchase.

Time Required for Repair

The time required to complete the necessary repairs will vary according to the materials, design, and condition of the piece.
Once we receive your item(s) for repair, we will let you know our estimated schedule for repair and shipping.