§ 01 — Contact
Ask our gemologist before you buy.
Questions about a stone, a certificate or your order reach a real person in Montreal, not a call centre. We answer within one business day, in English or French.
Start here · What can we help with?
Ask about your order.
Choose a topic above, then tell us what you need.
Message received
Thank you. Our gemologist has it.
We'll reply within one business day. A copy is on its way to your inbox: reply to it to add photos or links.
Need us sooner? Call +1 (514) 531-4002, Monday to Friday, 10 am to 5 pm.
§ 02 — What happens next
- 01
We read every message.
No bots, no call centre. Your message goes straight to our Montreal office.
- 02
Our gemologist answers.
Within one business day, in English or French, by email, phone or text, as you prefer.
- 03
You keep a reference.
Your reference number links every reply, so you never have to explain twice.
§ 03 — Before you write
Can I see the diamond before I buy?
Yes, online. Every diamond has a 360° video of the exact stone, its GIA, IGI or HRD certificate and its Jouwell Diamond Score. Ask us anything you can't see there.
Can I visit your office?
No. Jouwell sells online only and has no showroom. Our Montreal office is where our gemologist checks each diamond before it ships, insured, to your door.
How fast do you reply?
Within one business day, Monday to Friday. Messages sent on a weekend are answered on Monday.
Can I return my diamond?
Lab-grown diamonds marked "Returnable – 5 days" can be returned within 5 days of delivery. Natural diamonds and stones marked "Final sale" can't be returned. Each diamond's page shows which applies.
Will I pay duties at the door?
No. Insured shipping and duties are included in the price. Sales taxes are added at checkout.
Is the price negotiable?
Our prices are set fairly and shown openly, so we don't negotiate. We're happy to help you find the best stone within your budget.