Our Returns Process
Every piece we create is handcrafted to order, with care and precision. Because of this, returns are never automated — if something isn't right, our team will review your request personally and work with you to find the best solution.
What to expect.
Submit Your Request
Reach out to our team with your order number, a description of your concern, and clear photos if relevant. We'll confirm receipt within one business day.
Personal Review
Your request is reviewed by the same team that crafted your piece. We look at your order details, your photos, and the specifications we worked from.
Resolution Determined
We determine the best path forward — repair, remake, replacement, or refund when applicable under our return policy.
Next Steps Shared
We'll contact you with a clear plan, timeline, and any next steps. Throughout the process, you'll always know exactly where things stand.
Every piece is one of one.
Unlike mass-produced jewelry, each piece we create is handcrafted with custom designs, carefully selected stones, and proportions approved before crafting begins. That personal approach means every return request is reviewed by the same team that made your piece — ensuring you receive thoughtful, expert care from someone who knows exactly what was built and why.
Returns & care
Clear answers, up front
Can I return or cancel my order?
Because every piece is made by hand for you, here's how it works:
- Before production starts: cancel for a full refund.
- Once your piece is at the bench: it's a final sale, since it's being made to your exact choices.
- Custom builds: the 10% design deposit is non-refundable, as it secures your stone and covers your CAD design work.
If your piece arrives damaged, isn't what you ordered, or has a craftsmanship issue, tell us within 14 days of delivery and we'll make it right with a repair, replacement or refund.
What if my size changes later?
Life happens, and we're here for it. Reach out and our family team will look at your piece and walk you through the options. Some designs can be resized. Others, like eternity bands and bands with stones or Stone Inlay® around them, can't be without rebuilding the ring.
That's why we ask you to measure carefully and confirm your size before we start. A ring built in your size from day one always wears best.
What does the lifetime warranty cover?
We stand behind the craftsmanship of every piece for life. If something isn't right with how it was made, we'll make it right.
If a stone ever comes loose, we send you a replacement stone. For loss or theft, we recommend a personal jewelry insurance policy, and we're happy to provide the documentation your insurer needs.
More answers in our FAQ, or write to us anytime.