We want you to feel confident in your purchase. Please contact mariia@shieldhouse-fine-jewelry.com before sending any jewelry back, with your order number and reason for the return. We will provide appropriate secure return instructions. This policy does not limit any mandatory cancellation, withdrawal or remedies available under the law applicable to your purchase.
Standard jewelry
For a standard, non-customized item, you may request a change-of-mind return within 14 days of delivery. Tell us clearly that you wish to return the item by email within that period. Where mandatory law gives you a longer or different cancellation right, that law takes precedence.
Where EU/EEA distance-selling withdrawal rights apply, you generally have 14 days from the day you receive the goods to notify us of withdrawal without giving a reason, subject to lawful exceptions. You must then send the goods back without undue delay and within 14 days of notifying us, unless we agree otherwise. You may use an unequivocal statement by email; contacting us for shipping instructions does not restrict your ability to exercise a statutory right in time.
Made-to-order and personalized jewelry
Jewelry made to your individual specifications or clearly personalized for you is generally ineligible for change-of-mind return or exchange, to the extent permitted by applicable law. This may include engraving, personalized inscriptions, bespoke pieces, pieces manufactured to your individual specifications, material or design changes specifically requested by you, custom stone selection or combinations specifically produced for you, and other substantive personalized modifications. A routine choice of ring size alone is not automatically treated as personalization. We will identify relevant customization before purchase where appropriate. This exception never removes your rights if a product is faulty, damaged, incorrect, misdescribed or otherwise non-conforming.
Preparing a return
Please keep the item, original packaging and any accompanying certificates or documentation together. For a voluntary change-of-mind return, jewelry should be returned in its original condition, with no wear, alteration, damage or modification after delivery. We may inspect the item on arrival. Any assessment of wear or diminished value, including under a statutory withdrawal right, will be made only as permitted by applicable law; handling necessary to establish an item's nature, characteristics and functioning does not itself remove a statutory withdrawal right.
Do not send high-value jewelry without first requesting secure return instructions. Use an appropriate tracked and insured return service as instructed. For voluntary change-of-mind returns, the customer pays direct return shipping costs unless we agree otherwise or applicable law requires us to bear them. Original shipping costs and any optional premium delivery charges will be handled as required by applicable law and the terms presented at checkout.
Refunds
We will inspect returned jewelry promptly and confirm the outcome. Eligible refunds are made to the original payment method unless another method is agreed where lawful. For statutory EU/EEA withdrawal, we will reimburse payments due, including the cost of the least expensive standard delivery option offered where required, without undue delay and within 14 days after you tell us of your decision to withdraw. We may withhold reimbursement until we receive the goods back or you provide evidence of having sent them back, whichever is earlier, where permitted by law. Your payment provider may take additional time to post the refund. Other mandatory refund timing rules, where applicable, take precedence.
Faulty, damaged or incorrect items
If an item is faulty, arrives damaged, is incorrect or is otherwise not as described, contact us promptly with your order number, a description and photographs where helpful. Please keep the item and packaging and wait for our return instructions. We will review the matter and provide the remedy required by applicable law, which may include repair, replacement, price reduction or refund as appropriate. We will cover return costs where required by law. These rights apply to customized jewelry as well.
For assistance, email mariia@shieldhouse-fine-jewelry.com.