Return & Exchange Policies

Customized, custom-sized, personalized, or engraved items are final sale. As a courtesy, customers purchasing custom items will receive a personal email outlining this policy before any alteration, allowing time for potential changes or cancellations.

Refund Policy for Non-Custom Items
Our general jewelry refund policy for non-custom items allows returns within 30 days. If you are unsatisfied with a non-custom item eligible for return, you may send it back for a refund or store credit, provided it is unworn, in its original condition, and the tags and packaging remain intact. Once your return is received and inspected, we will notify you via email that it has been received and that your refund is being processed.

Non-Returnable Items
For hygiene and safety, earrings and body jewelry are non-returnable, except in cases of manufacturing defects.

Reporting Issues
If your shipment arrives with any missing items, incorrect sizes, or items damaged in transit, please report this to us within 5 days of receiving your package. Please note that we are not responsible for lost or stolen packages marked as delivered by the carrier if they could not be retrieved or delivered to a secure location.

Security Tags
Some items may include a security tag reading "non-returnable if removed." This tag verifies the item’s authenticity; if it is removed or reattached, the item becomes ineligible for return or exchange.

Return Conditions
Items that do not comply with our return policies may be declined during inspection and shipped back to the original address, with postage billed to the customer. Non-customized, unaltered items returned in their original condition are eligible for refund, excluding shipping costs, which are non-refundable unless due to our error. Merchandise that is used, altered (e.g., engraved or resized), or damaged by the customer or an outside facility cannot be returned.

Manufacturer Warranty Items
Items with manufacturer warranties (e.g., branded watches, gemstones) must include unregistered warranty cards for a return to be accepted. *Charles Hubert watches have a 15-day postmarked return period in unused, unworn, and unaltered condition, with all packaging and warranty cards intact. A refund may be issued after serial number verification.

Shipping Responsibility
We do not provide prepaid return labels or reimburse return shipping costs to maintain competitive pricing. However, we can provide a return label upon request, and the postage cost will be deducted from the eligible refund. Our return labels include tracking but do not cover insurance; you may purchase additional insurance at your discretion. (We recommend Insurepost by Shipsurance or purchasing insurance at a USPS counter.)

To start a return or exchange, please click here.

We’re happy to facilitate an exchange for non-custom merchandise within 30 days of receipt. Any refunds for price differences will be issued as store credit unless another arrangement is requested. Items must meet our standard return policies to qualify for an exchange.

If you need to exchange an item for a different size, please contact us before sending it back to confirm the new item’s availability. Customers are responsible for all shipping costs when returning items for exchange, and we do not offer prepaid labels or reimburse shipping expenses to keep our prices accessible for everyone.

However, if you prefer a prepaid return label, we can provide one after approving the exchange request. An invoice will be sent to cover the return postage and second-round shipping. Note that our return labels include tracking but not insurance; insurance may be added at your discretion (we recommend Insurepost.com by Shipsurance).

To start a return or exchange, please click here. 

Partial refunds may apply in specific situations:

• Items not in their original condition, damaged, or missing parts for reasons not due to our error.
• Items returned and postmarked over 30 days after the invoice date may incur a processing and restocking fee.
• Unclaimed, undeliverable, or refused orders will incur a 15% restocking fee, plus the cost of return shipping.

Restocking fees are based on the item’s condition, original shipping costs, and item price. Typically, restocking fees range from 15–25% of the item’s original price plus shipping, though this may vary case by case.

To start a return or exchange, please click here. 

Cancellation of Regular and Sale Merchandise (Non-Customized Items):
Orders for general merchandise may be canceled prior to fulfillment, subject to a cancellation fee (details below). Once an item has shipped, it cannot be canceled; in that case, please initiate a return here.

Refunds for Cancellations:
Payment processors do not refund transaction fees to merchants. Therefore, for cancellations (other than returns or out-of-stock items), the transaction fees from the original purchase will be deducted from the refund. As a small business, this policy helps us cover costs associated with order cancellations due to buyer’s remorse. If there’s anything we can do to adjust your order and avoid a cancellation, please don’t hesitate to reach out.

Cancellation of Custom/Personalized Merchandise:
Once a custom item (e.g., personalized, custom-sized, or engraved) has entered production, cancellation may not be possible. If you need to make a change to the customization, please contact us at custom@sparkleandjade.com.

Custom and personalized merchandise are final sale.

Returns are only accepted for regular-priced and sale items. All clearance merchandise is final sale, and this will be clearly indicated in the product description or a disclaimer next to the price.

Please note that all customized, personalized, and engraved items are final sale. These items are non-returnable, non-refundable, and cannot be exchanged.

At Sparkle & Jade, we take pride in creating and customizing each piece in-house to meet your specific needs. Our warranty covers any defects or errors in craftsmanship for customizations made by our team within 12 months of receiving your personalized purchase. Should any issues arise that are due to a manufacturing defect, we will repair or replace the item at no cost to you.

Please note, this warranty applies only to customizations made in-house. It does not cover items from outside brands or any work done by outside jewelers, nor does it cover damage beyond normal wear or alterations made to the piece. Accidental damage from wear is not covered but we may be able to offer a repair for a fee or direct you to your local jeweler with repair advice.

We offer a range of trademarked gemstones, each backed by a warranty from their respective creators (e.g., 'True Origin,' 'Chatham,' 'Charles & Colvard'). While we’re happy to assist you with the warranty process, it must be handled directly through the original gemstone manufacturer and warranty provider. Warranty literature or certificates for these gemstones are typically included with your merchandise delivery.

Life happens, and we're here to help! While we do not offer a warranty for accidental damage, please contact us at custom@sparkleandjade.com with your order information. We’d be happy to provide expert advice and, if the repair is something we offer in-house, we can provide pricing options. Otherwise, we recommend visiting your local jeweler for assistance.

As of January 1, 2024, Thorsten has introduced a fee for the warranty and warranty exchange program.

Thorsten Lifetime Warranty

At Sparkle & Jade, we proudly offer Thorsten jewelry, crafted to the highest standards with premium materials and expert craftsmanship. Our lifetime warranty ensures that all Thorsten products are free from defects. If your jewelry fails to meet our standards, it will be replaced under warranty.

Coverage:

• Defects: Any ring that is found to have a manufacturing defect will be replaced.
• Accidental Damage: If your ring cracks or breaks due to accidental damage, it will also be replaced under warranty.
• Size Exchange: If a size exchange is needed, we will assist with the process.

How to Request Warranty Work:

To request warranty service for your Thorsten ring purchased from Sparkle & Jade, please contact us. We will coordinate with Thorsten to handle defects or size exchanges. If your specific ring style is no longer available, a similar style may be offered as a replacement.

Warranty Exclusions:

• Alterations: Any third-party alterations to the ring (excluding engraving) will void the warranty.
• Custom Rings: Custom rings are non-refundable. If warranty service is needed for a custom ring, a custom fee will apply. Any engraving or custom work will need to be redone at the customer's expense.
• Inlay Damage: The warranty covers the ring itself but not the inlay. Inlay damage is considered normal wear and tear and is not covered.
• Stones: Stones that fall out during the lifetime of the ring are not covered under warranty. There will be a fee for replacing any lost or damaged stones.
• Scratches: The warranty does not cover scratches, as rings are scratch-resistant but not scratch-proof.

Returns & Exchanges:

• 30-Day Return Policy: Thorsten rings can only be returned within 30 days of purchase, in new, unworn condition.
• Signs of Wear: Rings returned with signs of wear will incur a 20% refurbishing fee.
• Return Authorization: All returns must be pre-approved by Sparkle & Jade. Please contact us before returning any items. Unauthorized returns will be sent back without processing.

Shipping & Responsibilities:

• Return Shipping: Please insure your ring when returning it for warranty work. We are not responsible for any loss or damage during shipping, as we cannot control the package until it is received.
• Customs Taxes: Any customs taxes incurred during shipment are the recipient’s responsibility.
• Warranty Shipping Fees: Customers are responsible for all shipping costs related to warranty work.

Additional Notes:

• Warranty Fee for Metal Ring Exchanges: There is a 20% fee for exchanges of metal rings after 30 days.

For any questions or to initiate warranty service, please contact Sparkle & Jade.

As of January 1, 2024, Thorsten has introduced a fee for the warranty and warranty exchange program.

Due to the hardness of alternative metals, resizing is not possible as it is with traditional gold or platinum rings. If your finger size changes, you will need a new ring in the appropriate size. Thorsten offers size exchanges for as long as you own the ring. To initiate a size exchange, simply contact Sparkle & Jade.

Please note that the exchange will be for a different size of the same style. Thorsten does not offer exchanges for a different style. Any engraving or custom work will need to be redone at the customer’s expense. Additionally, the warranty does not cover normal wear, such as scratches, as rings are scratch-resistant, not scratch-proof.

Thorsten is not responsible for any sentimental value associated with the original ring. Shipping fees to and from Thorsten for size exchanges and returns are the responsibility of the customer.

The warranty applies only to the original purchaser and is non-transferable. Alterations to the ring, excluding engraving, will void the warranty. The warranty covers the replacement of the ring, but not the reapplication of any engraving. If a style is discontinued, Thorsten may offer a similar alternative.

To start a Thorsten size exchange, please reach out to Sparkle & Jade.