Returns & Exchanges
Return Window
Items may be returned within 30 days of purchase in original condition. The 30-day period begins from the date your order is delivered. Items must be unworn, unaltered, and in their original packaging with all documentation and certificates included.
Non-Returnable Items
Custom-designed pieces completed to your specifications cannot be returned unless there is a manufacturing defect. Engraved items may only be returned if the engraving contains an error made by our artisans. Clearance or sale items are final sale and non-returnable. Items purchased from third-party sellers through our marketplace may have different return policies.
Return Process
To initiate a return, contact our customer service team at returns@dgems.co with your order number and reason for return. We will provide you with a prepaid return shipping label. Once we receive and inspect your item, we will process your refund within 5-7 business days. Your original shipping costs are non-refundable, but return shipping is covered by D Gemz Co.
Exchange Options
If you received the wrong item or your piece has a defect, we will exchange it at no cost. Exchanges must be requested within 14 days of delivery. We will arrange prepaid return shipping and send your replacement item promptly. If you wish to exchange for a different style or size, you may pay the price difference if applicable.
Damaged or Defective Items
If your item arrives damaged or defective, contact us immediately with photos of the damage. We will assess the damage and either repair, replace, or refund your purchase at no cost. Jewelry with manufacturing defects is covered under our Lifetime Warranty and can be repaired or replaced free of charge at any time.
Refund Methods
Refunds will be issued using the original payment method. If you paid by credit card, the refund will appear on your statement within 3-5 business days, depending on your financial institution. For wire transfers or other payment methods, refunds may take longer.
Overseas Returns
If you purchased while traveling or live outside of North America, please contact our customer service team to arrange return shipping. International return shipping is the responsibility of the customer unless the item is defective.
Return Inspection
Upon receipt of your return, we will inspect the item for damage, signs of wear, and authenticity. If the item shows evidence of wear beyond normal handling or has been altered, we reserve the right to deny the return or deduct a restocking fee of up to 20% of the item's value.
Jewelry Care Service
In many cases, what seems like a problem may be quickly resolved through our free jewelry care service. Before initiating a return, contact us to discuss whether cleaning, resizing, or minor repairs might address your concerns.
Contact Us
For questions about returns or to initiate a return, email returns@dgems.co or call +1 (416) 555-1234. Our customer service team is available Monday-Friday, 10AM-6PM EST. We will respond to all return inquiries within 24 business hours.
Return Process
- Contact our support team to initiate a return
- Ship the item back to us in original packaging
- We'll inspect and process your refund
- Refund will be issued within 5-7 business days
Questions about a return? Contact our support team