Returns
Start a return
Three short steps: find your piece, choose what you'd like us to do, and send. The returns desk replies within 1 to 2 business days with your RMA and a private page holding everything you need. Please don't ship anything until then.
- 1Find your piece
- 2Choose a solution
- 3Review and send
Request received
Reference RR-000000. A copy is on its way to you.
- Within 1 to 2 business daysThe returns desk reviews it and emails your RMA number.
- Check your spam folderThe RMA comes in its own email from the returns desk.
- Don't ship yetThat email links to your private page with the address, packing steps and the date to ship by.
Before you write
Straight answers about returns
30 days from the ship date, and the piece has to reach us inside that window, not just be postmarked. If you are close to the edge, send the request today; your instructions page shows the exact date to ship by.
The outbound shipping we paid to send it to you: $29.99 on a US order, $59.99 on an international one. A custom piece keeps a $100 customization fee, held as store credit toward your next order, or you can exchange it instead. Engraving done somewhere else after delivery carries an $83.99 fee. There is no restocking fee.
Yes. Choose store credit when you send the request and we add 10% to the refund amount. It is good for one year on anything we make.
Not to start the request. When you ship, send whatever came in the box: the jewelry box, the gift box, the paperwork and any certificate or appraisal. If something is missing, tell us and the returns desk will sort it out.
The refund goes to your original payment method 5 to 10 business days after the piece reaches us and passes inspection. The returns desk answers your request within 1 to 2 business days before that.
Yes, once your return is approved. Inside the US we purchase a FedEx 2Day label on your behalf at our discounted rate for $47.99, insured for the full value of your piece. When the returns desk confirms the problem is our mistake, the label is free. We do not issue prepaid labels for international returns.
Not sure which one to pick?
Send the request with your best guess and say so in the message. The returns desk reads every one and will point you to the option that costs you the least. Or contact us first.