Refund policy
CUSTOM ORDERS
Any products that are made to order per your specifications are considered "custom orders." This includes:
- Finished pieces of jewelry not otherwise indicted as "ready to ship"
- Unfinished jewelry semi-mounts
- Custom Jewelry CADs
Cancellations: If no work has been started on your order, your order will be refunded less a 5% cancellation fee. If your project is canceled once you receive one or more CAD layouts, you will not be charged for the final product, but you will not be refunded for your CAD Deposit. If production has started but your order has not yet been shipped, canceling will incur a 25% cancellation fee.
Order Changes/Exchanges: I am happy to change gears for free on custom orders, assuming that the changes do not render any of the completed work unusable. If we are still at a stage where changing directions does not mean remaking anything, please note that your price is subject to change with new specifications. If we reach a point in the order where changing any part of it will constitute redoing work, you will be charged a 25% cancellation fee for the original price of the completed work, and requoted for the new specifications. Pricing will be provided before you make your decision, so there will not be any surprises.
Returns: I do not accept returns on custom orders. Once your custom order has been shipped, it is no longer possible to cancel, exchange, or return it. If there is an issue with you receiving your custom order as planned, please read the below section on damaged/lost packages.
READY TO SHIP AND STOCK ORDERS
Any products that are in my inventory and shipped without any custom work done fall under this category. This includes:
- Loose gemstones that are not set in jewelry
- Finished pieces of jewelry that are in stock and shipped as-is
Cancellations: If your order has not yet been shipped, your order will be refunded less a 5% cancellation fee. If your order has been shipped, you will need to coordinate the cancellation as a return (described below).
Order Changes/Exchanges: I can coordinate exchanges on ready to ship items, but the original order must be handled as a return. For more information, please read the next section on returns. In order to exchange your order, I will send you a quote for your desired replacement, and the refund for the original order will be applied towards it as store credit once I receive and inspect the return.
If you original order's refund exceeds the new order, the difference will be paid back to your original payment method. If your refund is less than the new quote, you must pay the difference before your exchange is shipped.
Returns: For ready to ship items, items must be dropped off at the mail carrier for return shipping in their original box/packaging within 7 days of delivery. If the poly mailer protecting your box became too damaged to be usable for a return, please replace it with a new one. Items received without a poly mailer will still be accepted if there is no damage to the item during delivery, but I strongly recommend taking precautions.
You either have the option of me generating a shipping label for you and deducting the cost from your refund, or handling it yourself and being responsible for the costs, insurance, and any loss/damages that occur during shipping. Any shipping label that I provide to you will be insured for the total cost of the order. You must contact me before shipping your return, I will not accept returns on packages that are sent to me without prior discussion.
Returned items must be received in the same condition that they were in when I last handled them. Returns will be inspected upon receipt and I will reach out to confirm whether it has been accepted for restocking or not. Returns are subject to a 15% restocking fee, and the remaining total will be refunded back to your original payment method.
DAMAGED/LOST PACKAGES AND SIMILAR ISSUES
If your order arrives damaged, does not get delivered due to the mail carrier losing it, or experiences related issues that prevent you from receiving your order as expected, please reach out to me immediately. As issues of this nature are very case-by-case, I will work with you to determine the most appropriate solution to address it. I do ship with packages fully insured with a signature required to minimize these issues, but they are not a guarantee, and I am happy to do what I can to address things as they occur.
CONTACT
In order to contact me about any of the processes listed above, feel free to reach out through the same channel/thread we have been communicating over (if we are already in contact). If we are not already in contact, please send me an email at memories.of.the.sky.jewelry@gmail.com and reference your order number and contact information (if your email/name does not match the order contact information).