Return & Exchange Policies

 

To start a return or exchange, please click here. 

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Regular, Sale and Non-Custom Merchandise Policies 

Returns

Items that are customized, custom sized, personalized or engraved are final sale. As a courtesy, customers purchasing custom items will be re-informed of this policy by personal email prior to alteration in order to allow a window for change or cancelation. Our general jewelry refund policy for non-custom items lasts for 30 days upon receipt. If you are not satisfied with any with any non-custom item item that is eligible for return, you may send the item back for a refund or store credit as long as tags and packaging are still in tact, the item is unworn and is in its original condition.  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and that your refund is being processed.  
Please note that earrings and body jewelry are non-returnable for hygiene and safety reasons except in the case of manufacturing defects.
If you receive your shipment with any missing items, incorrect items/sizes, items broken in transit or product discrepancies you must report this to our company within 5 days. 

We are not responsible for packages that are marked as delivered by the carrier and are lost or stolen due to negligence to retrieve the package and/or are not able to be delivered in a secure location. 
 
All customized, personalized, custom made-to-order and engraved items are final sale.
 

In some cases items are sent out with a documented security tag that reads "non-returnable if removed" or similar. The security tag attached to the jewelry must not be removed. This is a security feature that we use to verify the authenticity of the item. If removed from the jewelry (or removed and re-attached), the merchandise is not returnable or exchangeable. 

Items returned to our facility that do not abide by our policies may be subject to decline during the inspection process. Depending on the circumstance, your item may be shipped back to the original shipping address and billed for postage. 

Earrings and body jewelry are non-returnable for hygiene and safety reasons except in the case of manufacturing defects.
 
Unless the return is due to our error, shipping charges are non-refundable.
 
Merchandise cannot be returned if it has been used, altered (i.e. engraved, sized, etc.) or damaged by the customer or an outside facility.
  
Products offering manufacturer warranties (i.e. watches, branded merchandise, and branded gemstones) will not be accepted without original unregistered warranty cards returned and in tact. 
*Charles Hubert watches have a 15-Day post-marked return period in which the item can be return in unused, unworn and unaltered (i.e., engraved) condition with all packaging and warranty cards in tact. Once received and processed through serial number verification a refund may be issued. 
 
Returned merchandise must be securely packaged. We are not responsible for merchandise lost or damaged through the return carrier or due to not being packaged properly. 
 
The customer is responsible for any shipping charges when sending an item back for return. We do not provide prepaid labels or reimburse shipping costs in order to keep our merchandise better priced for everyone. We can supply a return label by request after submitting for an approved return. The return postage amount will be deducted from an eligible return. Our return labels include tracking but do not cover insurance which must be purchased by the sender. You may purchase insurance at your discretion. (We recommend Insurepost . com by Shipsurance)
To start a return or exchange, please click here. 
 

Exchanges

We will be more than happy to work out an exchange for non-custom merchandise within 30 days upon receipt. Any refunds due for difference in item cost will be given in the form of store credit unless otherwise requested. To be eligible for an exchange, your item must abide by the same return policies above. 

If you need to exchange an item for a different size, please contact us prior to sending the item back to ensure the new item is in stock.

The customer is responsible for any shipping charges when sending an item back for exchange. We do not provide prepaid labels or reimburse shipping costs in order to keep our merchandise better priced for everyone. We can supply a prepaid label by request after submitting an approved exchange. An invoice will be sent for payment on the return postage amount plus the 2nd round of shipping. Our return labels include tracking but do not cover insurance which must be purchased by the sender. You may purchase insurance at your discretion. (We recommend Insurepost . com by Shipsurance)

To start a return or exchange, please click here. 

 Partial Refund Policies
 
There are certain situations where only partial refunds are granted: 

-Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
-Any item that is returned and postmarked more than 30 days after the invoice date may be subject to a processing and restocking fee.
-Unclaimed, undeliverable or refused orders will be charged a 15% restocking fee, plus the retailer's cost of freight.

 

Restocking fees are determined by the condition of returned merchandise, the original freight, and the cost of item. Often, restocking fees cost 15-25% of the item's original listed price + shipping; however these figures vary on a case-by-case basis.

 

To start a return or exchange, please click here.  

 

If you have any questions regarding our policies, feel free to contact us at sales@sparkleandjade.com at anytime. 

 

Order Cancelations

 

 

Cancelation of Regular and Sale merchandise (non-customized):

All orders for general merchandise may be canceled prior to fulfillment and a cancelation fee will apply (see below). Once an item has been shipped it cannot be canceled. In this case, please start a return here.

Refunds for Cancelations:

Transaction fees are not returned to merchants by payment processors. In the event of a refund due to cancelation (other than for a return or out of stock item) the fees from the original transaction will be deducted from a refund. As a small business we must implement this policy in order prevent being out the cost of transaction fees when a customer cancels due to buyers remorse. If there is anything we can do to assist with making changes to your order as a way of preventing cancelation please do not hesitate to contact us.

Cancelation of Custom / Personalized Merchandise:

Once a custom item (such as a personalized, custom sized or engraved item) has been sent into production a cancelation may not be possible. If you need to make a change to the customization please contact us at custom@spakleandjade.com. Custom and personalized merchandise are final sale.  

Clearance Items

Only regular and sale priced items may be returned.  All clearance merchandise is final sale and will be noted as such within the product description.

 

Custom and Personalized Merchandise Policies

Custom Exchange and Return Policy
All customized, personalized and engraved merchandise is non-returnable and non-refundable and cannot be exchanged.  
If a customized item needs alteration (such as a ring size) contact us for service pricing.

 

12-Month Craftsmanship Guarantee on Customization

Should any errors or defects in craftsmanship be found within 12-months of receipt, we will repair or replace the item at no cost to you. Any outside jeweler service or alteration will void our warranty. 

Bridal & Engagement - Diamond Guarantee

We guarantee all of our diamonds for a lifetime. This does not include lost stones after the 12-month craftsmanship guarantee has expired. Item must be titled as a bridal item, (i.e: 'Engagement', 'Anniversary Band', 'Eternity Band') to qualify to these terms.  

Trademarked Gemstone Guarantee

We provide a variety of trademarked gemstones that are backed with a warranty (i,e.: 'Chatham', 'Charles & Colvard'..). We are happy to assist with your warranty process, however this needs to be done directly through the original gemstone maker and warranty provider. Gemstone warranty literature or certificates of this type will likely be included with your merchandise delivery.

Damage Outside of Warranty

Life happens sometimes and we are here to help! Although we do not warranty accidental damage, please contact us with your order information at custom@sparkleandjade.com and we will be happy to provide expertise suggestions and/or pricing for repair.