Please understand we do not accept returns for personalized items. But we generally have a 30 days guarantee policy, during this time period we provide free new replacements (We will only exchange the item(s) for the same product, or for item(s) of equal or lesser value), and this policy applies to the following conditions:
1. We sent the wrong order or item(s), customers received broken items, or the quality of the product customers received is damaged/defective.
2. Customers received the incorrect personalized products: wrong birthstones, wrong names engraved, wrong sizes.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Our 60-day guarantee policy does NOT cover the following, and we are not liable for these issues:
1. Products have been exposed to corrosive substances or chemicals. These chemicals include but are not limited to, seawater, sunscreen, and perfume. Oxidized silver is easily damaged.
2. Any damage to jewelry caused by neglectful, abusive or natural wear and tear are not covered. Damages, such as hit or knocks is easily found under inspection.
To start a return, you can contact us at firstname.lastname@example.org.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.