This is the whole of it, in plain words, before you buy rather than after.
We make two kinds of jewelry, and returns work a little differently for each. Our engraved pieces are made for you once you order. Our ready to wear pieces are picked and packed for you one at a time. Nothing sits on a shelf waiting, and that shapes what we can take back.
We would rather tell you that up front than surprise you later.
This is the promise that matters most, and it covers every piece we sell.
If your order turns up damaged, faulty, or not the piece you chose, send us a photo and we will make it right with a replacement or a refund, whichever you would rather have. You will never pay return shipping on a piece that arrived wrong, and most of the time you will not need to post anything back at all.
Please tell us as soon as you notice. The windows below are the outside limits, and the sooner we hear from you, the faster we can fix it.
Our finished earrings, bracelets, rings, necklaces and sets, the ones that carry no engraving.
Send us a photo within 10 days of it reaching you and we will make it right, with a replacement or a refund, whichever you would rather have.
We are not able to take these back for change of mind or swap them for something else, because each one is picked and packed for you at the moment you order and we cannot bring it back into the collection afterwards.
If a size or a style turns out not to be right, please tell us anyway. We would far rather help you find the piece that is.
Our birth flower, zodiac and paw print pieces, where the design is already ours and already set.
Send us a photo within 30 days of it reaching you and we will remake it free, or refund you, whichever you would rather have.
These are engraved for you after you order, so we cannot take them back for change of mind or exchange them for a different design.
Anything where you typed a name, a date, initials or words for us to engrave.
A piece engraved with your words is made uniquely for you and cannot be worn by anyone else, so personalized pieces are final sale and we cannot accept change of mind returns or exchanges once engraving has started.
What is not final is our own work. You see exactly what will be engraved before you order, and if we engrave something different from what your preview showed, that is on us. Send us a photo within 30 days and we will remake it free, or refund you, whichever you would rather have.
Please read your engraving back before you submit it, and check the finish and the size while you are there. We engrave exactly what the live preview shows you, capital letters, spacing and spelling included. An engraving that faithfully matches a typo is not something we can remake free, though if you tell us quickly we will always try to help.
Sizing details sit on every product page. If you are unsure, ask us before you order rather than after. We would much rather answer a question than fix a ring.
You can cancel, correct your engraving, or change your address any time before engraving starts. That is usually within about 2 hours of ordering, so please reach us quickly. Once a piece is engraved we cannot undo it, and once a parcel is on its way we cannot reroute it.
If a parcel comes back to us because the address was not right, we can send it out again, though we do have to charge the postage for the second attempt.
Contact us first through our contact form, with your order number, which piece it is, and a clear photo showing the problem. A photo of the piece on a flat surface in good light tells us almost everything we need.
Most claims are settled from the photo alone and nothing needs to be posted back. If we do need the piece returned, we will send you the address and instructions and we will cover the postage. Please do not post anything back before you hear from us, because an unannounced return is easy to lose and we cannot refund what we cannot trace.
When a refund is the right answer, it goes back to the card or account you paid with, and we send it within a few days of agreeing it.
The United States and Canada.
Use our contact form and include your order number. A real person reads every message and we reply within 1 to 2 business days.
The Memory That Lasts Team
This part is for you, Kayla. It would not appear on the storefront.
Live copy says "we will remake or replace it free" on ready to wear. Our supplier stated in writing on 23 August that it does not offer free replacement as a separate remedy, and asked us not to promise a guaranteed replacement.
The draft says "a replacement or a refund, whichever you would rather have." Both remedies stay on the table, you keep control of which one you give, and you never promise something you cannot force a supplier to deliver. To a customer it reads more generous, not less, because it hands them the choice.
"Remake" is also removed from the ready to wear sections. A finished piece is not remade, and the word quietly told customers those pieces are made to order.
Live right now: the Refund Policy says 24 hours, the Terms say 2 hours, the Shipping Policy says 1 hour for address changes. Engraving genuinely starts at about 2 hours, so 24 hours was never true.
The draft uses one rule tied to the real event: cancel any time before engraving starts, usually about 2 hours. Cancellations, engraving corrections and address changes all follow it.
Massachusetts regulation 940 CMR 6.12 makes a bare "all sales final" unlawful on its own, and asks for substantially the wording "All Sales Final Except for Defective or Non-Conforming Goods." Nine states also void any attempt to disclaim the implied warranty of merchantability in a consumer sale. The heading above satisfies that in your voice rather than a lawyer's.
It is the better commercial position too. Visa states in its own dispute guidance that a merchant's return policy "has no bearing" on a not as described or defective dispute. A customer who reads an absolute refusal stops asking you and starts asking their bank.
The FTC's Mail, Internet, or Telephone Order Merchandise Rule forbids substituting store credit for a refund the Rule requires, and it enforces that. Hey Dude paid $1.95m in 2023 partly for issuing gift cards instead of refunds.
Store credit is deliberately still absent from this page. It stays where you wanted it, as something you offer privately when you would otherwise have to say no. Keeping it off the page is exactly what lets you use it freely.
Hawaii's statute prohibits requiring a purchaser to pay any additional fee to obtain a repair, replacement or refund on defective goods, and permits a shipping deduction only on non-defect returns and only where disclosed beforehand. State attorneys general are consistent on this. You already do it, so saying it costs nothing and closes a gap.
A parcel resent after a bad address is a real cost with no cap on it. Disclosing it before purchase is what makes charging it lawful and defensible in a dispute. Saying it plainly in one sentence is kinder than surprising someone later.
The three buckets, the 10 and 30 day windows, photo based claims, no published return address, no store credit, and the whole warm register. Those were settled and this draft holds them.