Report an issue
Inspect every item after delivery. If a piece is missing, damaged in transit or materially different from the approved specification, email [email protected] within seven calendar days. Include the order reference, quantity and clear photographs or video.
Do not return goods without written authorization.
Custom and made-to-order work
Custom jewelry is produced to buyer-approved dimensions, materials, stones, finish, artwork and branding. Made-to-order items cannot be returned because of a change of preference after production has begun.
The approved CAD or sample is the production reference. Minor variations inherent to hand finishing, stone setting and screen color are not automatically defects.
Stock samples
Unused stock samples may be considered when approved in writing and returned unworn, unaltered and in their original packaging. Personalized, engraved, resized or modified pieces are ineligible unless a verified manufacturing issue exists.
Review and remedy
We compare the approved specification, inspection records and supplied evidence. When a manufacturing or packing error is confirmed, the remedy may be repair, replacement, remake, account credit or refund under the commercial agreement.
Normal wear, misuse, impact, chemical exposure, poor storage or unauthorized repair are not manufacturing defects.
Return shipping
For an authorized return, follow our packing and shipping instructions. Responsibility for freight, insurance, customs and related charges is confirmed in writing according to the cause.