FAQs

Before contacting us, please take a moment to read through the list of topics below. Answers to most questions can be found here in our FAQs.

Q. I have questions about how to use this site. What do I need to know?

A. This site is best viewed on a computer using Google Chrome browsers. You may also view the site on a mobile device, although some information may appear odd due to idiosyncrasies or differences in browsers. If you are having trouble viewing certain items or the Web site looks odd, it could be because you are using an older or a less common browser. This may make drop-down lists, images, text, or other items appear out of place or not display correctly. To improve your online experience, you may want to clear your cache, clear your cookies, and update to the latest version of your browser, or try viewing it a different browser. 

As use of the Internet and mobile devices grows, the technology is constantly changing. Websites also must change to keep up with the changes in coding and security. It is important that you keep your browser updated to the latest version for the best opportunity to properly see and access all features and information available to you. This will also help to make your Web browsing a safer online experience.  

If you are using Internet Explorer on your computer and you are unable to update your computer to the newest browser right away, you may find that using the Compatibility View mode will correct the viewing issues you are experiencing. This button may be selected from the top toolbar in Internet Explorer versions 8 through 10 that looks like a broken page. Internet Explorer 11 uses a gear icon you may select to locate Compatibility View.  Closing your browser will disable this feature so you will need to enable Compatibility View mode each time you experience display issues when accessing the Web. 

Q. How do I navigate my mobile device to find specific categories of products?

A. Click on the menu icon at the top of the screen with three lines--sometimes referred to as the hamburger icon--then click on Shop. Scroll down and you will see ALL of the products we offer in our boutique at that point. To look for specific products, click on Categories to see our main categories, and select from the list. From there you will receive another list, select Categories, and select your subcategory. To refine your selection further, click on Categories again, and choose a sub-subcategory.

Q. How do I see additional product views on my mobile device?

A. Click on the main product photo for the item. If there are additional product views available, there will be one or more small dots beneath the photo. Click on each dot to see additional products views. To enlarge the photos, use your thumb and forefinger to expand the photo as you normally would any photo on your device.

Q. Do I need to set up an account with J'tara to make a purchase?

A. No, our checkout process functions like a guest checkout, but you will need an e-mail address and other information to complete the checkout process. Also, because you don't set up an account, you will be unable to view your order history, etc. on this site. If you use your PayPal account to check out, however, you will be able to see your order history on the PayPal website. Otherwise, we recommend that you retain your order confirmation e-mails should you need to reference your order information in the future.

Q. How do I change my e-mail address or other personal information?

A. Since you do not create an account in order to shop on the Web site, you would need to e-mail us to update your e-mail address, mailing address or phone number. Please do not resubscribe as it will result in multiple instances and/or addresses on file for you and could potentially cause numerous problems when filling your order.

Q. Will the information in my shopping cart be saved for next time if I don't check out immediately?

A. If you have filled your cart and input your personal and billing information but did not finish checking out, your cart will be saved for a limited period of time. However, items in your cart which have not been paid for are subject to prior sale. If you haven't checked out within 24 hours, a reminder notice will be sent to you about the items left in your cart.

Q. Do you have a printed catalog?

A.  No. Since much of our merchandise is one-of-a-kind or available in limited quantities, our selection changes frequently. Therefore, it is not possible to offer a printed catalog of our products. The best way to receive information on our latest finds is to become a subscriber and you will automatically be added to our e-mail list. (We won’t bombard you with stuff, we promise!) You will also be given the option to receive special direct mail offers. As a subscriber, you will receive occasional e-mails and, if selected, special mailings featuring new products, gift ideas, exclusive discounts, and more. Tell your friends, too!

Q. Do you have a brick and mortar store?

A. No, we do not. Our products are sold exclusively through local jewelry parties, private showings, at certain retailers, and in our online boutique.

Q. What options do I have for ordering?

A. The best option is to shop on our Web site, as it will greatly expedite the ordering process. If you are unable to do so, you may phone in your order by contacting Client Services or send it via regular mail. (Refer to Checkout/Payment below.)  All orders must include complete name, address and phone number, payment information using an approved payment method, and are subject to credit approval and verification. We do not accept orders via fax, text messaging, or chat.

To place an order, you must be a U.S. resident and at least 18 years of age. J'tara serves residents of the contiguous U.S., Alaska, and Hawaii, excluding California. We apologize but at this time J’tara does not bill or ship to general delivery addresses, AFO/APO/DPO/FPO addresses (will bill only), hotels/motels, resorts, or international locations. Orders placed for delivery to areas we do not serve will be canceled. By completing the checkout process, you are agreeing to purchase items from this Web site in accordance with J’tara’s Terms and Conditions. 

Orders placed using Bill To/Ship To must meet certain requirements. Please read the question/answer below in the Shipping/Delivery Options section regarding this type of order. 

We also offer additional options for shopping locally (in Kansas City, MO area) on a limited basis. To learn more about these, see our Specialty Services.

Q. Can I save items in my cart for a later date?

A. Yes, if you have completed all your personal and billing information including your e-mail before leaving the site, your cart will be saved for a limited period of time. However, the items in your cart will not be held for you. You must complete checkout and purchase the items in order to have the best opportunity to obtain the items. If you haven't checked out within 24 hours, a reminder notice will be sent to you about the items left in your cart. 

Q. How do I find something using the quick search feature?

A. Click on the magnifying glass in the upper right corner and enter the most pertinent word for your search. To search for a specific type of necklace, for example, type "necklace" (no quotation marks) or something of that nature. In most instances, you will need to use the singular version of the word. (One exception to this is the word "earrings".) Typing more than one descriptive word will produce fewer results.

To see ALL rings available, simply type "  ring" with a space in front of ring. This prevents getting results for earrings as well. OR instead of using search, you may locate rings through the menu by going to the Products & Services page under the Shop menu, click on Jewelry, then click on Shop by Product, then click on Rings. If you are using a mobile device, you will click on the Shop menu, then click on Categories, Jewelry, Categories, Shop by Product, Categories, Rings.

Q. How do I shop by price?

A. You may shop by price in any product category by selecting the "Sort by" drop-down list in the upper right corner of the page and choose the price range "Low to High" or "High to Low". 

Q. How do I use a coupon code?

A. See how to use a coupon in our Checkout/Payment answers below.

Q. May I order an out-of-stock item? How do waitlist items and backorders work?

A. Because most of J'tara's products are handmade or produced in limited quantites, it is not possible to stock large quantities of each item. As items are created or received, they are added to our inventory. As a courtesy to our clients, we offer the opportunity to order some of our most popular items even though they are currently out-of-stock. 

If an item is on waitlist or backordered, it will indicate this during the checkout process. (Sold Out items are not available for waitlist or backorder.) Waitlist or backordered items are items J'tara expects to receive within 30 days or less. Availability of waitlist or backordered items is limited and cannot be guaranteed. If we learn that a waitlist or backordered item is expected to take longer than 30 days to arrive in our warehouse, we will notify you and you will have the option to wait additional time or to cancel your order. Please note, waitlist orders and backorders for custom merchandise cannot be canceled.

You may place an order for waitlist or backordered items by adding them to  your cart and checking out in the same manner as you would for in-stock  items. In order to reserve a waitlist or backordered item for you, waitlist and backordered items must be paid for at time of purchase. All shipping charges related to the total order will be collected once during the initial transaction. If you are purchasing other items as well, this method allows for a combined shipping charge, making this most cost-effective for our clients. For orders containing both in-stock and waitlist or backordered items, the in-stock items will be shipped right away. Waitlist and backordered items will ship to you automatically once the item arrives in our warehouse. No additional shipping charges will apply. Should you change your mind about a waitlist or backordered item before it ships to you, please notify Client Services. Do NOT cancel the order through PayPal. You must notify us to properly complete the cancellation. Orders for customized items cannot be canceled.

Q. How does pre-ordering work?

A. Occasionally, J'tara may offer certain items on pre-order. These items are treated in a similar manner as a custom item, in that we are arranging for this item specifically for you. Pre-ordered items are paid for upfront at the time of ordering. When you pre-order an item, the item is created or purchased on your behalf, therefore, pre-ordered items cannot be canceled once the order is placed. Also, pre-ordered items are typically not return-eligible.

Q. I placed an order and it was successfully completed. However, I was just notified an item is out of stock. Why is that?

A.  J'tara merchandise is sold through various channels, therefore, is subject to prior purchase by another buyer. In the rare instance this should occur, as a courtesy to our clients, you will be notified prior to the shipment of your order. While most retailers do not do that, we believe it is the right thing to do. This will give you the opportunity to choose another item prior to shipment.

Q.  I saw an item previously in J’tara’s Online Boutique that I’d like to purchase but it is no longer there. Is it still available?

A.  If the item is no longer on the site, it has likely been sold. However, certain items may be able to be reordered, or it’s possible we may have something very similar which would meet your needs. If you had your heart set on a particular item, please send us an e-mail or give us a call and we’ll research the item. If you know the item number, provide us with that, or if not, a detailed description of the item about which you are inquiring. If it is no longer available, we’ll do our best to find you something similar and equally as fabulous.

Q. I saw a jewelry item I like but it’s not in my size. Do you size jewelry?

A. Please refer to Jewelry Repair & Resizing below for more information.

Q. I’m shopping for a special gift. Can you help?

A. Yes! Read more about our services in Shopping Assistance / Specialty Services below.

Q. Do you have a personal shopper service?

A. Yes. For more information on the types of shopping services we offer, see Shopping Assistance / Specialty Services below. 

 Q. Do you offer gift wrapping?

A.  All ladies’ jewelry items from J’tara arrive ready for gift-giving, usually in either an elegant chocolate brown drawstring jewelry bag or decorative gift box. Certain large or oversize jewelry items may have their own gift packaging. Men's and unisex jewelry gifts are boxed with a chocolate brown box tied with a suede-like tie or in a brown drawstring jewelry bag. If a jewelry item is not or cannot be gift boxed, it will state this information on the product page.

Non-jewelry items are not gift boxed unless stated on the product page and typically ship in non-retail packaging. Gift wrapping is not available for these items. However, we do offer gift packaging for purchase which may suit your needs.

Q. Do you offer gift cards?

A. Not at this time, but we anticipate offering them in the future.

Q. Can I add a personal note along with a gift order?

A. Yes, we can add a short personal note to a small card in the packaging on gift orders. To do so, note your request and the message you want us to include in the Additional Instructions window during checkout. Then place your order as normal on the Web site. Please note: Bill To/Ship To orders cannot be processed using PayPal. Bill To/Ship To orders must be paid for by personal check. During checkout, you will select the payment method as Personal Check, then mail the check to us. Once we receive your check and the check is cleared, the gift will be sent.

Q. How do I cancel an order or a portion of an order?

A.  When J'tara receives a new order, we work hard to get your order out the door and on its way to you as quickly as possible. Custom (including backorders), personalized, waitlist, and pre-order items are not cancellable. Regular backordered items may be canceled prior to shipment. In case of the need to cancel an order, J'tara requires that you reply to the Order Receipt Notification e-mail sent to you upon receipt of your order and indicate you wish to cancel the order. Cancellations must be made within one (1) hour of placing the order or the processing of the order cancellation may not be stoppable. For your protection, all cancellations must be via e-mail by replying to the Order Receipt Notification. Please do NOT attempt to cancel an order with PayPal, as it will not process properly. You must notify J'tara to request the cancellation or partial cancellation of an order.

Q. I have an issue with my order and am dissatisfied. What should I do?

A. Your satisfaction is important to us. It is our desire to develop long-term relationships with our clients. In the event you have a concern about your order, we request that you contact J'tara immediately to discuss your issue. We will work with you to resolve your concerns. For further information and your obligations under the Agreement, please refer to Disputing Charges in our Terms and Conditions. 

Q. What do I need to check out?

A. You will need your name, address, e-mail address, phone number, and an approved payment method. It is EXTREMELY important that you provide the correct shipping address during checkout. If your address is wrong, your shipment may be delayed, lost or undeliverable. Any additional shipping charges we incur as a result of an incorrect address in attempt to deliver will be charged to you. For more information, refer to our Terms and Conditions.

Q. How do I remove an item from my shopping cart?

A. Click on the "X" to the right of the Quantity box. If you have any problems removing it, get out of the cart and go back to the cart and try again.

Q. Do you offer "split payments" using more than one payment method, layaway, or a payment plan over time?

A.  All orders are processed through our Web site, including phone orders. Our system does not allow for any of these types of payments. During checkout, however, PayPal itself may offer you the option to use PayPal Credit under certain circumstances. For more information on PayPal Credit, please refer to the PayPal Web site. (Credit services offered by PayPal are determined by PayPal and any transactions made using PayPal are between you and PayPal. J'tara has no control over nor responsibility for such services.)

Q. What payment methods do you accept?

A.  Approved payment methods include PayPal Express or personal check. When using PayPal Express, you may pay using your MasterCard, VISA, Discover, PayPal balance, or PayPal bank transfer (no e-checks). You may check out with PayPal Express with or without a PayPal account.* Orders placed through PayPal must be shipped to the verified PayPal address on file or the billing address provided. We do not accept cash, cryptocurrency, money orders, third-party checks, bank-to-bank e-checks, wire transfers, or COD orders. Personal checks are accepted on Web, phone or mail-in orders, and merchandise ordered using a personal check will be held (maximum 7 days) until check is received and clears our bank. Delayed receipt of check or bank processing of check may result in  order cancellation. All orders are subject to credit approval and verification.

*Please note: If checking out with PayPal Express, when using a credit card already tied to an existing PayPal account, you may be prompted to log into your PayPal account to complete checkout. If you do not wish to use your PayPal account, you will need to check out using a different credit card or another approved payment method not tied to your PayPal account. This is a function of PayPal, not controlled or set by us.

If placing an order you wish to ship to another address, you will be unable to use PayPal. Bill To/Ship To orders must be paid for by personal check. Be sure to mark the payment method as personal check during checkout. Make check payable to J'tara, A Limited Company and mail your payment to J'tara, P.O. Box 2184, Lee's Summit, MO 64063. (Refer to the question below regarding Bill To/Ship To orders under Shipping/Delivery for more information.)

J’tara reserves the right to decline or cancel any order, including, but not limited to, those which appear suspect or fraudulent, are outside our delivery area, exceed our internal quantity or volume limitations, or those from clients with an excessive return history. All suspect or fraudulent orders will be reported to proper authorities.

Q. I'm not familiar with PayPal. How can I use this service?

A. PayPal Express is a free payment service which you can use to purchase online without providing your payment information to us. You may use this service without needing a PayPal account. PayPal is used by millions of brands to process payments and is used to help keep your financial information secure. When checking out on our Web site, if you select PayPal Express as your payment method, you will be redirected to PayPal during the checkout process to enter your financial information. Your order is then processed using the approved payment method you've selected. You will be given the option to set up a password if you choose and create a PayPal account, but it not required to do so. If you elect to set up an account, you will have access to your order and payment history. Please refer to PayPal to learn more. By using PayPal, you are agreeing to their Privacy and Security Policies, as well as their Terms and Conditions.

Q. How do I use a promotional coupon code?

A. During the checkout process you will see a box in which to enter the coupon code. The box appears in the lower left corner of the second checkout screen of our Web site. Enter the coupon code and click "APPLY". Then continue by selecting your payment method, etc. until you have completed the checkout process. 

Please note: If paying with PayPal Express, you must enter the coupon code on J’tara’s Web site, not on PayPal, to receive the discount. After the code has been entered and applied, and PayPal is selected as your payment method, you will proceed to the PayPal Web site to complete the payment process.

Coupon codes must be entered at time of order to receive discount and cannot be applied after an order has been placed. Coupon codes are only applicable for use on our Web site and do not apply to prior purchases, gift certificates, taxes, shipping (unless using a free shipping coupon), pre-set shipping surcharges or handling charges, or Specialty Services. Coupon codes are valid only in areas J'tara serves and have no cash value. Void where prohibited. J'tara reserves the right to limit the number of items eligible for use with any coupon. Cannot be combined with other coupons or offers. Additional restrictions and conditions may apply as stated on coupon.

Q. Do you charge sales tax?

A.  All purchases made on the Web site for merchandise shipped to Missouri are subject to Missouri sales tax. In other states, we may not be required to collect sales tax. However, some states  require that their residents file a sales tax or use tax return for items purchased on this Web site. Consult your state tax authorities regarding your requirements under the law.

Q. Is my personal information and credit card information safe?

A. The personal information you provide to J'tara on our Web site is protected with a secure SSL Certificate that encrypts all of your transactions through our Web site with industry-standard secure sockets layer (SSL) technology. For your protection, our Web site is PCI compliant and we do not store your financial information in our system. In addition, J'tara also maintains other physical and procedural safeguards to protect your personal information as well. Payments made using PayPal are also secured using industry-standard encryption. By voluntarily using PayPal to process your payments, you agree to PayPal's Privacy and Security policies, including their Terms and Conditions.

In order to help further safeguard your information and prevent unauthorized  access to your account and to your personally identifiable information, J'tara recommends choosing a strong and unique password, never using the same password on more than one site, never making purchases or accessing your account while using a public wi-fi hot spot, never sharing your passwords, maintaining up-to-date firewalls and security software, limiting access to your computer and browser to others, and signing off after you have finished accessing your account. For additional information, refer to the J'tara Privacy Policy. 

Q. I have a billing, product, or service issue and am dissatisfied. What should I do?

A. Your satisfaction is important to us. It is our desire to develop long-term relationships with our clients. In the event you have a concern about your order, we request that you contact J'tara immediately to discuss your issue. We will work with you to resolve your concerns. For further information and your obligations under the Agreement, please refer to Disputing Charges in our Terms and Conditions.

Q. How long will it take to process and receive my order?

A. In most cases, orders for in-stock merchandise are processed within two (2) business days, excluding Sundays and holidays, or during periods of inclement weather. Items which require additional processing time will indicate this in the description on the product page. This does not include custom, pre-order, waitlist or backordered items, which will ship typically within two (2) business days once received in our warehouse.  Any shipping times stated are IN ADDITION to processing time. These times are NOT guaranteed. Oversize or overweight items may require an alternate shipping method which may increase shipping times. Additional shipping surcharges and/or handling charges may apply.

When checking out, you will be given the opportunity to choose a shipping method from the US Postal Service. You may select from Standard Mail, Priority Mail, or Express Mail. (If you are unable to use USPS, do not place your order online. Contact us to discuss your needs.) Shipping times will depend on the shipping method selected, the shipping address, weather conditions, and other factors. Items shipped Priority Mail, for example, usually arrive in 2-4 business days from date of shipment. Standard Mail shipments usually arrive within 2-8 business days. These timeframes are only estimates. Actual times are dependent upon the carrier, not us. Not all shipping options are available for all products due to size and weight restrictions from the US Postal Service. Orders which receive free shipping are normally sent using Standard Mail. J'tara reserves the right to upgrade the shipping method at our cost. Orders may ship in multiple packages. J'tara reserves the right to require Signature Confirmation on any delivery.

Q. How are shipping charges calculated?

A. Most orders which total $30 or more ship for free when selecting Standard Mail during checkout. Orders totaling less than $30 ship for $6 if Standard Mail is selected. Orders over $100 ship for free when selecting Priority Mail. Orders totaling less than $100 will ship for $7 if Priority Mail is selected.  All Express Mail orders ship for $36, excluding Alaska and Hawaii. Alaska and Hawaii Express Mail orders ship for $56. Free shipping-eligible orders must be shipped to the same address.

NOTE: Orders that contain items with both preset shipping or handling surcharges along with other items without preset shipping or handling surcharges will be charged the preset shipping or handling surcharge as well as the charge for the additional items if the minimum requirement for free shipping has not been met by the total cost of the other items. If the minimum order requirements for free shipping are met on the additional items, only the preset shipping or handling surcharges will apply. Orders placed using Express Mail always include the Express Mail shipping charge in addition to any preset shipping or handling surcharges.

The shipping charges stated above apply only to areas we serve in the U.S. J'tara serves residents of the contiguous U.S., Alaska, and Hawaii, excluding California. We apologize but at this time J’tara does not bill or ship to general delivery addresses, AFO/APO/DPO/FPO addresses (will bill only), hotels/motels, resorts, or international locations. Orders placed for delivery to areas we do not serve will be canceled. By completing the checkout process, you are agreeing to purchase items from this Web site in accordance with J’tara’s Terms and Conditions. 

Q. Do you have a Bill To/Ship To option?

A. Yes, however, Bill To/Ship To is not available on PayPal orders. To place a Bill To/Ship To order, you will need to select payment by personal check during checkout. If you are entitled to free shipping, all items in the order must ship to same address. Make check payable to J'tara, A Limited Company and mail your payment to J'tara, P.O. Box 2184, Lee's Summit, MO 64063. Merchandise purchased by check will be held up to 7 days until we receive your check. Once your check clears the banking system your order will be promptly shipped. Delays in receiving your check or bank processing of your check may result in the cancellation of your order. We do not accept cash, cryptocurrency, money orders, third-party checks, bank-to-bank e-checks, wire transfers, or COD orders.

Q. My package arrived damaged. What should I do?

A. If possible, before the carrier leaves, have the carrier note the damage in their system. If the carrier has already left, take a photo of the package prior to opening that shows the damage. Next, open the package and check to see if any merchandise is damaged. If so, take photos and e-mail us explaining the damage. We will reply with further information.

Q. How do I find out the status of my order?

A.  Upon receipt of your order, J'tara will send you an Order Confirmation e-mail. You should watch for this e-mail to assure your order/payment was successful and received by us. You should also retain this e-mail for future reference should you need to return an item or have questions about your order. If you did not receive an Order Confirmation e-mail, your order transaction may not have been completed or your order may have been canceled. To verify, please refer to your PayPal transaction to confirm the transaction was completed or e-mail us for assistance.

When your order is shipped, you will receive a Shipment Notification e-mail. Depending on the shipping method chosen, you will likely receive a tracking number in the e-mail.  If your Shipment Notification e-mail does not have a tracking number or your order has not arrived in the estimated time-frame, you may e-mail us to see if tracking information is available for your type of shipment.

Depending on the method of shipment you selected during checkout, you can expect your shipment to arrive within the estimated shipping time-frame stated above in the Shipping section of the FAQs. Actual time-frames are dependent upon the carrier, not us. (Please allow 24 hours for the carrier to update their system following receipt of your Shipment Notification e-mail.)