Guide d'achat de couteaux de cuisine

If you received the wrong item, then simply notify us and send along a photo. We'll offer to send you the correct item.

At JazzUpCo, we prioritize customer satisfaction and take pride in offering high-quality products, reflected in our exceptionally low return rate of less than 0.7% (7 returns for every 1000 orders).

If your purchase doesn’t meet your expectations, we allow for returns and exchanges for items that are brand new, unused, unwashed items in all their original, undamaged packaging within 30 days of receiving your order.

Options for Returns and Exchanges

• Exchange or Return for Store Credit: We provide a prepaid return label with no restocking fees.
• Return for Refund to Original Payment Method: You are responsible for return shipping to our warehouses in Nevada or Pennsylvania, and a 5% restocking fee applies.
  
  The restocking fee is not for profit as it helps offset part of the logistics and payment processing costs. This helps us maintain competitive pricing and as a sustainable company, we encourage conscious purchasing to reduce environmental impact. Thank you for supporting our commitment to quality and sustainability.

How to Initiate a Return or Exchange

To start a return or exchange, please email us at hello@jazzupco.com. If your return reduces your total order value below the qualifying threshold for any free gifts received, those gifts must also be returned.

Handling Damaged or Defective Items

If the product you received is damaged or incorrect, please contact us within 30 days upon receipt of your items together with a photo of the damaged or incorrect item as well.

We will reship the item or, if reshipping is not possible (eg. if items are out of stock), we provide a full or partial refund. Partial refunds are issued based on the proportion of defective items in your order.

Exclusions and Final Sale Items

• International orders (outside the US), and shipments to Puerto Rico, US Virgin Islands, Hawaii, Alaska, Guam, APO & FPO, PO Boxes are not eligible for returns and exchanges.
• Shipping fees are not eligible for refund and store credit.
• Bulk and wholesale orders are not eligible for returns and exchanges.
• All gift card purchases are final sale.
• We reserve the right to limit or deny returns if we suspect abuse or fraud.
• Note: 5% restocking fee only applies to orders from Mar 1, 2025. Orders placed before Mar 1, 2025 are subject to 10% restocking fee. 

If you need to change or cancel your order, please contact us as soon as possible within 4 hours from the time you submitted your order. In the case of a cancellation request, please do let us know the reason in case we may be able to address your concern.

For cancellations, we will only be able to provide a refund only if the order has not yet been shipped out from the warehouse.

Please do note and understand that such refunds are subject to a 6% charge, due to the processing and transaction fees that we are charged for by our payment gateway.

Prices indicated are in USD by default.

If you live outside the USA, you may select your local currency from the drop-down menu at the top or the bottom of your screen.

Once your preferred store currency is selected, you will view the product prices, checkout and pay according to your selected currency.

Yes we do offer gift cards with denominations of $50, $75, $100, $125 and $150, $200, and $250.

You can order your gift card here.

Do note that promo codes will not be valid when purchasing gift cards.

Once you complete your order with our JazzUpCo gift card, you may input the email address to which you'd like to send the gift card.

An email that contains a unique gift card code that you can use at checkout to redeem its value.

There is no expiry date to your gift card.

Promo codes (if any) can be used at the time when you make a product purchase while redeeming your gift card value. Your gift card value can be expended in a single purchase or more.

What’s Covered:

• Color Fading or Tarnishing: We’ve designed our flatware to maintain its finish, using the strongest coating available in the market. If you notice any unusual and substantial fading or tarnishing during the warranty period, we've got you covered. Partial fading is considered normal wear and tear and is not covered.
• Structural Integrity: If you experience any bending (except for the tines of the fork), warping, or breakage under normal use, we’ll replace the affected pieces at no cost.
• Loose or Damaged Handles: If any handles on your flatware loosen or become damaged during the warranty period, we’ll provide a replacement.

What’s Not Covered:

• Normal wear and tear, including scratches, chips, minor fading, and other cosmetic changes.
• Rust, which typically results from improper dishwasher settings, leaving flatware soaking or exposure to salt.
• Damage resulting from misuse, improper care, or accidents.
• Cases of suspected fraud.
• Flatware that is not purchased from our website (eg. from unauthorized sellers or third-party marketplaces)

Please Note:

This warranty applies only when the flatware has been cared for according to our recommended methods, such as:

• Dishwashing with programs at a low temperature of 104°F / 40°C or less.
• Handwashing with mild dishwashing liquid only, avoiding citrus-scented, chlorine-based, and anti-limescale detergents. Do not use abrasive sponges or scrubs.
• Promptly washing off residues and food stains and avoiding prolonged soaking.

Refunds are not available under this warranty program. We offer replacements only. If replacement pieces are unavailable (e.g., due to the design phasing out), we will provide alternative options, such as offering another design/set at nominal pricing.

Warranty Period:

This 1-year warranty only applies to orders placed from Nov 28th, 2024 onwards. Orders placed before that are subject to a 30-day warranty.

The 1-year warranty begins on the date your order is delivered and ends 1 year later. For example, if your order is delivered on June 16th, the warranty will end on June 15th of the following year.

One-Time Use Clause:

This warranty is a one-time use warranty. Once a claim has been processed and a replacement has been provided, the warranty on the item will expire, and no further claims can be made under this warranty program. This policy is also implemented to prevent warranty fraud and abuse. The terms and conditions of this warranty are subject to change at the discretion of JazzUpCo LLC.

What’s Covered:

• Color Fading or Discoloration: We ensure our porcelain plates maintain their vibrant finish. If you notice unusual and significant discoloration during the warranty period, we’ll replace the affected pieces.
• Manufacturing Defects: This includes defects such as glaze flaws, or irregular shapes that affect functionality. Do note that the dinnerware is handmade so there may be minor imperfections.
• Structural Integrity: If you experience cracks or breakage due to damages in transit, we’ll provide a replacement at no cost. This has to be reported within 30 days from the time you receive the dinnerware.

What’s Not Covered:

• Chipping or Breaking
• Scratches or Wear: Normal surface scratches or wear resulting from utensils or stacking are considered standard usage and not covered. 
• Misuse or Improper Care: Damage caused by extreme temperature changes (e.g., transferring directly from freezer to oven), use in non-recommended appliances, or abrasive cleaning methods.
• Third-Party Purchases: Dinnerware purchased from unauthorized sellers or third-party marketplaces.
• Fraudulent Claims: Cases of suspected fraud or abuse of the warranty program.

Please Note:
This warranty applies only when the dinnerware has been cared for according to our recommended guidelines:

1. Use: Safe for dishwashers, but avoid abrasive sponges or harsh cleaning agents.
2. Temperature: Avoid subjecting dinnerware to sudden or extreme temperature changes.
3. Storage: Stack with care to avoid surface scratches.

Refunds are not available under this warranty program. We offer replacements only. If replacement pieces are unavailable (e.g., due to the design phasing out), we will provide alternative options, such as offering another design/set at nominal pricing.

Warranty Period:

This 1-year warranty only applies to orders placed from Nov 28th, 2024 onwards. Orders placed before that are subject to a 30-day warranty.

The 1-year warranty begins on the date your order is delivered and ends 1 year later. For example, if your order is delivered on June 16th, the warranty will end on June 15th of the following year.

One-Time Use Clause:

This warranty is a one-time use warranty. Once a claim has been processed and a replacement has been provided, the warranty on the item will expire, and no further claims can be made under this warranty program. This policy is also implemented to prevent warranty fraud and abuse. The terms and conditions of this warranty are subject to change at the discretion of JazzUpCo LLC.

What’s Covered:

• Manufacturing Defects: If they are unused and show defects in craftsmanship or materials such as it being warped or uneven glaze, we’ll send the replacements.
• Structural Integrity: If you experience cracks or breakage due to damages in transit or damages due to manufacturing defects, we’ll provide a replacement at no cost. Please note that damages in transit has to be reported within 30 days from the time you receive the product.

What’s Not Covered:

• Normal Wear and Tear: Including scratches, fading, staining, or other cosmetic changes that occur over time from regular use.
• Damage from Misuse or Improper Care: This includes damage caused by accidents, improper cleaning methods, or failure to follow care instructions (e.g., using wooden utensils in extreme heat or leaving leather placemats exposed to moisture).
• Third-Party Purchases: Products bought from unauthorized sellers or third-party marketplaces are not covered under this warranty.
• Excessive Use: Items showing signs of excessive use beyond what the product is designed to withstand, such as wooden utensils used with excessive force or leather placemats exposed to harsh conditions.
• Fraudulent Claims: Cases of suspected fraud or abuse of the warranty policy.

Please Note:
This warranty applies only when products have been cared for according to our recommended care guidelines:

1. Wooden Utensils: Clean with mild soap and warm water, dry immediately, and avoid submerging in water for prolonged periods. They are also not dishwasher safe.
2. Leather Placemats: Keep dry and avoid exposure to excess moisture or sunlight. Clean with a damp cloth and treat with appropriate leather care products.
3. Glass Pots: Use according to the recommended temperature range, avoid sudden temperature changes, and clean with non-abrasive sponges.

Refunds are not available under this warranty program. We offer replacements only. If replacement pieces are unavailable (e.g., due to the design phasing out), we will provide alternative options, such as offering another design/set at nominal pricing.

Warranty Period:

This 1-year warranty only applies to orders placed from Nov 28th, 2024 onwards. Orders placed before that are subject to a 30-day warranty.

The 1-year warranty begins on the date your order is delivered and ends 1 year later. For example, if your order is delivered on June 16th, the warranty will end on June 15th of the following year.

One-Time Use Clause:

This warranty is a one-time use warranty. Once a claim has been processed and a replacement has been provided, the warranty on the item will expire, and no further claims can be made under this warranty program. This policy is also implemented to prevent warranty fraud and abuse. The terms and conditions of this warranty are subject to change at the discretion of JazzUpCo LLC.

We offer Free Shipping (Min. Order Value of $100).

We ship items from our warehouse in Nevada or Pennsylvania by the next business day of receiving an order. From that point, it takes approx 2 to 4 business days for items to arrive. Please note that during peak periods, such as during Black Friday, there may be very slight delays in shipment due to high volumes.

As soon as your product ships, you’ll receive a tracking number that will let you keep tabs on where your order is at all times.

Do note that shipments to Puerto Rico, US Virgin Islands, Hawaii, Alaska, Guam, APO/ FPO, and PO Box addresses may require a slightly longer time to deliver. An additional shipping fee of $19 to $49 (depending on your order value) applies to these addresses.

For Shipping Outside of the United States

For customers outside of the United States, orders will be subject to a US$19 flat rate shipping fee. Do expect a shipping duration of approximately 4 to 9 business days for international orders.

In some cases, your parcel may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with your local authorities.

If taxes and/or duties are incurred, you will be responsible to cover the fees before delivery can proceed.

We do offer expedited shipping option (with a shipping duration of 1 to 2 business days) for domestic* orders within the United States only.

You may opt for the expedited shipping option at the checkout page.

Expedited shipping costs $24 for orders up to $400 and costs $49 for orders between $400 and $800.

Do reach out to us at hello@jazzupco.com if you require expedited shipping for orders above $800.

*Excluding Puerto Rico, US Virgin Islands, Hawaii, Alaska, Guam, APO/ FPO, and PO Box addresses.

For shipments within the United States, you'll not require to pay duties or taxes.

For shipments outside of the United States

Some countries may charge duties or taxes on your order during customs clearance. These fees are set by your local authorities and must be paid by you before delivery can proceed.

If duties go unpaid and the parcel is returned, we won't be able to issue a refund, as significant international shipping costs are incurred.

You won’t be able to amend your delivery information once you have placed your order. Please do check that you have keyed in the correct shipping address when confirming your order. We don’t want your order to land in the wrong hands which Jazzupco cannot be liable for.

If you do require to change your shipping address, please inform us ASAP (within 4 hours). In the event that the item has already been shipped and is on its way to the incorrect address, additional redelivery fees will apply to resend to your correct address. Do note that we will only be able to arrange for a redelivery when the parcel is successfully shipped back to us.

Please do note that you do not have the option to cancel your order and get a refund for this case.

For shipment statuses that have been stated as “delivered”, JazzUpCo will not be liable in instances where parcels are have gone missing due to likely reasons such as theft. Do note that a refund is not possible in this case. You may however file a claims report with the shipping company or report this to your local law enforcement officers.

JazzUpCo will only be liable for parcels that have gone missing in transit.