Refund policy
. All Sales Are Final - No Refunds, Returns, or Exchanges
Because every piece of jewelry is custom-made specifically for you upon ordering, we do not accept returns, offer refunds, or process exchanges. Each piece is created based on your specific order, making it a non-returnable, personalized item.
This means:
· Orders cannot be canceled once production has begun (typically within 24 hours of order placement)
· We do not accept returns for any reason, including change of mind, sizing issues (unless we made an error based on your specifications), or gift returns
· We do not issue refunds, partial refunds, or store credit
· We do not offer exchanges for different items
2. The Reason for This Policy
As a small business specializing in handcrafted jewelry:
· Each piece consumes materials and artisan labor specifically for your order
· Custom pieces cannot be resold to another customer
· We invest in materials and begin production immediately to ensure you receive your item as quickly as possible
3. Order Accuracy - Your Responsibility
Please review your order carefully before completing your purchase. We are not responsible for:
· Incorrect sizes selected by the customer
· Items ordered by mistake
· Shipping addresses entered incorrectly
· Change of mind after ordering
Before checking out, double-check:
· Item selection and quantity
· Metal type, stone choices, or any customizations
· Ring size or chain length (refer to our sizing guide)
· Shipping address accuracy
4. Damaged or Defective Items
We take great care in crafting and packaging your jewelry. In the rare event an item arrives damaged or with a manufacturing defect:
Requirements for Review:
1. Contact us within 48 hours of delivery
2. Provide clear photos of:
· The damaged/defective area
· The entire item
· All packaging materials
· The shipping label
Our Process:
1. We will review your photos within 2-3 business days
2. If we determine the damage occurred during shipping and is covered by USPS insurance, we will file a claim
3. If we confirm a manufacturing defect, we will, at our discretion:
· Repair the item free of charge
· Or create a replacement if repair is not possible
Important Notes:
· Normal wear and tear, damage caused by the customer, or accidental damage after delivery is not covered
· We reserve the right to determine if an issue is a manufacturing defect
· Replacement or repair is our sole remedy for damaged/defective items
5. Incorrect Items Received
If you receive an item that differs from what you ordered:
1. Contact us within 48 hours of delivery
2. Provide photos of the item received alongside your order confirmation
3. If we confirm we shipped the wrong item, we will provide a prepaid return label
4. Once we receive the incorrect item, we will ship the correct item to you
6. Shipping Issues
We are not responsible for:
· Packages lost or stolen after delivery confirmation
· Packages delayed by the carrier (USPS)
· Packages sent to incorrect addresses provided by the customer
· Customs fees or import duties (we ship US only)
If your tracking shows "delivered" but you haven't received your package:
1. Check with neighbors and household members
2. Check all possible delivery locations around your property
3. Contact your local post office with your tracking number
4. If the package is confirmed lost by USPS, we will file a claim. Once approved, we may replace the item at our discretion.
7. Cancellations
· Within 24 hours: Order cancellation may be possible if production hasn't begun
· After 24 hours: No cancellations accepted as materials have likely been allocated and production started
· To request a cancellation, email us immediately at [your email] with your order number
8. Non-Delivery (Missing Packages)
If your package is lost in transit (tracking shows no movement for 7+ business days):
- We will initiate a USPS missing mail search
2. We require 10 business days for USPS to complete their investigation
3. If USPS confirms the package as lost, we will, at our discretion, create a replacement item.
If you have any Questions please contact us at support@zlurjewelry.com