Return & Exchange Policies
This year, we are offering Extended Holiday Returns. All eligible items purchased online from November 15 through December 31, 2022 will be returnable or exchangeable until January 31st, 2023.
Personalized, custom sized, custom set, engraved items and clearance are final sale. Please read below for our return policies.
To start a return or exchange, start by logging in to your account.
Made a purchase, but don't have an account? Click 'create an account' and use the email address associated with your order and you are all set.
REGULAR, SALE AND NON-CUSTOM MERCHANDISE POLICIES
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. If you are not satisfied with anywith 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.
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 partsfor 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.
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 email@example.com. Custom and personalized merchandise are final sale.
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.
If you have any questions regarding our policies, feel free to contact us at firstname.lastname@example.org at anytime.
Custom & 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 on your personalized purchase, we will repair or replace the item at no cost to you. Any outside jeweler service, damage beyond normal wear 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 email@example.com and we will be happy to provide expertise suggestions and/or pricing for repair.
Thorsten Lifetime Warranty
THORSTEN'S LIFETIME WARRANTY
All Thorsten jewelry is made to the highest standards using quality materials and expert craftsmanship. Our products are guaranteed to be free of defects. Any jewelry that fails to meet our standards of excellence will be replaced under our warranty. If your ring cracks or breaks from accidental damage, it will also be replaced under our warranty terms. To request warranty work on a Thorsten ring you purchased at Sparkle & Jade, simply contact us. We will work with Thorsten to get your ring replaced if there is a confirmed defect or size exchange. If your ring style is no longer being manufactured, a similar style may be substituted. Any third-party alterations to the ring, except for engraving, will void the warranty. Thorsten will replace the ring only. Custom rings are non-refundable. If a warranty claim needs to be made on a custom ring, Thorsten will charge the custom fee. Any engraving or custom work will have to be redone, at the customer's expense.
Thorsten rings can only be returned within 30 days in new condition. All rings returned with signs of wear will incur a 20% refurbishing fee. All ring returns must be approved before being sent in, please contact Sparkle & Jade first. Any rings sent to Sparkle & Jade and/or Thorsten will be sent back if not approved with an accompanying a return authorization. Please adhere to all safety instructions and insure your ring when you send it back for any reason. We do not cover any loss or damages during shipment, as we have no control over the ring until it is received. Please note that any Customs Taxes accrued through shipping are the sole responsibility of the recipient. There is a 20% warranty fee for metal rings exchanged after 30 days.
The warranty does not cover normal wear, including scratches, as rings are scratch resistant, not scratch-proof. The warranty strictly covers the ring, not the inlay. Inlay damage is considered normal wear and tear. Please be aware that some inlays are exposed and could be more prone to damage. Stones that happen to fall out throughout the lifetime of the ring are not covered. There is a fee to replace any lost or damaged stones. All alternative metal rings are refundable within 30 days of the date shipped. Refunds do not cover engravings, custom fees, or shipping.
All shipping expenses incurred for any warranty work is the responsibility of the customer.
Thorsten Size Exchange
Due to the hardness of alternative metals, they cannot be resized like traditional gold or platinum rings. Therefore, if your finger size changes, you will need a brand new ring in a different size. Thorsten will exchange your ring for a different size for as long as you own the ring. Simply contact Sparkle & Jade to arrange a size exchange. Thorsten will only replace the ring with a different size, not a different style. Any engraving or custom work will have to be redone at the customer's expense. Warranty does not cover normal wear, including scratches, as rings are scratch-resistant, not scratch-proof. Thorsten is not responsible for any sentimental value of the original jewelry.
Shipping fees to and from Thorsten are the consumer's responsibility.
- Warranty does not cover normal wear, including scratches.
- Warranty applies to the original purchaser only and is not transferable.
- Alterations to the ring, excluding engraving, will void the warranty.
- The warranty does not cover re-applying the engraving, only the replacement of the ring.
- Shipping fees to and from Thorsten for size exchanges and returns are the responsibility of the consumer.
- Thorsten is not responsible for the sentimental or intrinsic value of the original ring.
- The ring can only be replaced for the exact same style and width.
- Thorsten may substitute a similar style in case a certain ring style has been discontinued.