Lost or Damaged Parcel

Not Confident Buying from an Webstore? Here’s How We Make It Worry-Free!

We understand that buying jewelry online can feel uncertain — what if the parcel gets lost, damaged, or tampered with? At CERA Jewels, your trust means everything to us! That's why we offer fully insured shipping, so you can shop with total confidence. Every order is protected from the moment it leaves our hands until it safely reaches yours.

What Does "Fully Insured Shipping" Mean?

Your order is fully insured and easy to track. Once we ship your parcel, you’ll get a tracking link via email, you may also track your parcel directly in your account with real-time updates, so you can follow its journey all the way to your doorstep.  If your parcel is lost, damaged, or arrives opened, just contact us. We will help you with a claim and arrange a replacement or refund. Shop with peace of mind, knowing we've got you covered!

If Something Goes Wrong: How to Make a Report?

We're here to help. Follow these simple steps if your parcel is lost or arrives opened/damaged:

1. Check Tracking Status

   - Visit your tracking link (provided via email). Or you may also track your parcel in your account. If the status is “Delivered” but you didn't receive it — move to the next step.

2. Take Photos (if received opened/damaged)

   - Take clear pictures of the parcel exterior, opened box, and any missing/damaged item(s).

   - Keep the packaging, it's required for claim submission.

3. Report to Us Within 24–48 Hours

   - Send the details to our customer service 010-4000080:

•    Order number

•    Full name and contact number

•    Description of the issue

•    Tracking number

•    Photos or video

4. Investigation & Claim

   - We'll open a report with the courier and insurance provider

   - Insurance provider will conduct thorough investigation.

   - Once approved, we will offer a full refund.