HEART & STONE
Return Policy
Return window: All items may be returned within 30 days of the delivery date for a refund, subject to the conditions below.
Restocking Fees
| Item Type | Restocking Fee |
|---|---|
| In-stock items (unaltered, standard inventory) | 10% of purchase price |
| Custom/bespoke jewelry (custom designs, made-to-order, personalized engraving, resized outside standard range) | 20% of purchase price |
Eligibility Requirements
- In original, unworn condition.
- Accompanied by original packaging, certificates (e.g., GIA/AGS diamond grading reports), and appraisal documents.
- Free of alterations, engraving, or resizing performed after purchase (unless part of the original custom order).
- Returned with the original sales receipt or proof of purchase.
Non-Returnable Items
- Items worn, damaged, or altered by a party other than Heart & Stone.
- Special orders explicitly marked as final sale at time of purchase.
- Loose stones removed from their original setting.
Return Process
- Request authorization. Contact customer care within 30 days of delivery to request a Return Authorization (RA) number.
- Package your item. Securely package the item with all original documentation and the RA number clearly marked.
- Ship your return. Ship the item fully insured for its full purchase value to the processing facility. Return shipping is the customer's responsibility unless the return is due to a defect or fulfillment error.
- Receive your refund. Once received and inspected, refunds are processed within 7-10 business days to the original form of payment, less the applicable restocking fee.
Defective or Incorrect Items
If an item arrives damaged, defective, or isn't what was ordered, the 30-day window and restocking fee are waived. Contact us within 7 days of delivery to arrange a free return or replacement.
Exchanges
Exchanges follow the same 30-day window and eligibility rules. No restocking fee applies when exchanging for an item of equal or greater value; a fee applies to the value difference when exchanging for a lower-priced item.
