Quick answer

If a piece, certificate, box, or accessory is missing, contact us within 48 hours with your order number and a photo of what arrived. Some orders ship in multiple packages — we will first confirm whether a second box is on the way, then send the missing item if needed.

What to do

1. Check your shipping email for the words "split shipment" or multiple tracking numbers.
2. Photograph the contents of the package as received, including the packing slip.
3. Email us within 48 hours with the photos and your order number.
4. We verify against our packing record and either ship the missing item or release the second package.

What to have ready

• Order number
• Photo of received contents and packing slip
• List of what's missing

Still need help?

Reach out via our contact form, chat with us on bjamil.com, or visit our Montréal store. Have your order number ready and we will sort it out within 1 business day.

Related help articles

• I received the wrong item — how do I get the right one?
• Can I add or change delivery instructions for my order?
• The jewellery itself arrived damaged — can you fix or replace it?