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 business day, so depending on its status 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. If possible, please let us know the reason for the cancellation because we do want to make sure we are providing great service for our customers.
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 US and International orders.
Q: Can I exchange my jewelry?
A: We do not offer free exchanges, but we do offer multiple exchange options. Please send us an email within 10 days of receiving your items with the following information and we will work out the best solution for you.
- Your Order #
- Items you wish to return for an exchange
- Item you wish to have instead
- Reason for the exchange
Q: What is your return/refund policy?
A: Free/Clearance items are nonrefundable and we do not refund shipping and handling costs. All items must be returned to us in order to process the refund. All items are subjected to inspection for an approval for a refund. If for any reason, we cannot approve your items for a refund, we will reach out to you via email. We do not cover the shipping cost to return the item back to us.
If you’d like to return your items for refund/exchange, we require you to contact us within 10 days of receiving your items. Please contact us via email at email@example.com for full refund/exchange instructions (DO NOT return your items without contacting us first).
Items must be sent back within 14 days of us providing the full refund/exchange instructions. Items sent back to us outside of the 14 days will be subjected to a restocking fee or may not be eligible for a refund. To receive a refund/exchange without the restocking fee, items should be sent back within 24 days of delivery date.
If you received your items damaged, please contact us at firstname.lastname@example.org within 10 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 at email@example.com (DO NOT return your items without contacting us first). As stated above, you must contact us within 10 days of your delivery date and to send the items back within 14 days of us providing the refund/exchange instructions. Items sent back to us outside of the 14 days will be subjected to a restocking fee or may not be eligible for a refund.
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 14 days of receiving return instructions
- Items must be in original packaging
- Items must be in the same condition they were sent in
- Return must include your packing slip or a copy of it
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. If the original form of payment is no longer available, the refund will be issued as store credit (i.e. bank account closed). 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 will take at least one week 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.