Return Eligibility & Requirements
This page outlines the conditions under which returns, refunds, repairs, or replacements may be approved. We've tried to keep it simple and fair — if anything is unclear, please reach out and we'll explain it directly.
Eligibility
Return requests are reviewed for the following situations:
- Shipping damage upon arrival
- Incorrect items received
- Confirmed manufacturing defects
Submission Window & Custom Pieces
Please submit any return request within 14 days of delivery, with clear photos and your order number. Because custom and made-to-order pieces are crafted specifically for you, they fall outside our standard returns process — though our team reviews every concern personally, and we'll always work with you to find a fair path forward when something has gone wrong on our end.
CAD Design Deposits
Custom design deposits cover the design and CAD work our team begins immediately upon receiving your order. Because this work has already been performed by the time you see the renderings, design deposits are non-refundable once design work has begun.
Item Condition
For any approved return, items must be unused and in their original condition — including all packaging, certificates, and accompanying materials.
Repairs
In many cases, a repair is the fastest and best path to making things right. If a third-party repair is needed, please submit a local jeweler's quote for our team to review and approve in advance — we'll cover the agreed-upon cost for any approved claim.
Return Shipping
For approved claims, we cover return shipping with full insurance. Our team will provide a prepaid, insured label and clear instructions for sending your piece back safely.
Liability & Governing Law
Our liability is limited to repair, replacement, or refund at our discretion. This policy is governed by the laws of the State of Georgia.
Tell us what happened.
Our team will personally review your request and respond within one business day. The faster way is by phone or email — but the form works too.