Q: Can I cancel or change my order?
A. If you need to cancel or change an order, please contact us as soon as possible. We process orders the following day, so depending on its stage we may be able to cancel/change it. Once the order has been processed for shipping, it cannot be changed and you cannot be refunded. You must wait till the product arrives and return it to us in order to process the refund. We monitor emails throughout the evening and weekend to ensure order changes can be made in time.
Q: If I paid for shipping and want return my item, do I receive a refund on the shipping fee?
A: No, the shipping fee is non-refundable, unless we shipped an incorrect item or the item has a defect. This applies to both free items and our full priced items.
Q: Can I exchange my jewelry?
A: Unfortunately, we do not accept exchanges. However, you are can return your items and then purchase your desired pieces.
Q: What is your return/refund policy?
A: Free/Clearance items are nonrefundable and we do not refund shipping and handling costs. All other items must be returned to us in order to process the refund. We do not cover the shipping cost to return the item back to us.
If you received your items damaged, please contact us at firstname.lastname@example.org within 30 days of receiving your product (we recommend as soon as possible). If we determine the product was damaged during transit or has a manufacturer's defects, we will process an exchange for your item or store credit if the item is no longer available.
Q: How do I return my pieces? (Steps to Take)
Before returning your jewelry, we require you to contact us through email that you plan on returning your items and would like a refund at email@example.com (DO NOT return your items without contacting us first)
In the email, include the following information:
- First and Last name
- Order #
- The reason for the return
Once your email is received, a customer support team member will reply and provide you with further instructions for the return.
In order to receive a refund on your pieces:
- Items must be returned to us within 30 Days of receiving it
- Items cannot be a 'Clearance' or 'Final Sale' items (will be indicated on the product's page)
- Items must be in original packaging
- Items must be in the same condition they were sent in
- Return must include your packing slip
If you're unsure of your order's eligibility for a refund, please contact our customer support team. Again, we do not cover the return shipping cost, and we do not refund the shipping cost.
Once we received your return, it is to be inspected by the shipping team and returns department. If approved, then your refund will be processed and the credit will return to the original method of payment. You will receive an email notification when the refund is processed. If your return is not approved, then we will reach out to you via email. Please note, it may take up to 2-3 days for us to process your return.
For our full refund/return policy please click here.
Q: How long does it take for my refund to return to my bank account?
A: Once you receive notification that a refund has been processed, please allow 5-7 business days for the credit to return to your account. The amount of time it takes to return to your account depends on your bank. If you refund is past due, please check your bank account again and contact us at firstname.lastname@example.org.