Returns & Exchanges

Eligible jewelry may be returned within 30 days of the delivery date for a full refund to your original payment method. To qualify, your piece must be:

• Unworn, unaltered and in the same condition you received it.
• Returned with its original box, pouch, tags and any diamond grading report or certificate of authenticity.
• Accompanied by any gift that was included with the purchase.

Grading reports are part of the value of a diamond piece. Returns missing an original report are subject to a replacement fee equal to the cost of re-certifying the stone.

Because these pieces are made or changed specifically for you, the following are final sale:

• Custom designs, including name pendants and other one-of-a-kind commissions.
• Engraved or personalized pieces.
• Pieces that were resized, shortened, lengthened or otherwise modified at your request.
• Pierced earrings that have been worn or are missing their original backs, for hygiene reasons.
• Items marked "Final Sale" at the time of purchase, and gift cards.
• Jewelry that shows signs of wear, damage, or work performed by another jeweler.

Made-to-order pieces in standard sizes may be returned within 30 days unless they were personalized.

Need a different length, size, metal color or stone type? Eligible pieces can be exchanged within 30 days of delivery. Your first exchange on any order ships free and insured in both directions.

If the new piece costs more, we will charge the difference; if it costs less, we refund the difference to your original payment method. Exchanges for made-to-order items follow the processing times in our Shipping & Delivery policy.

1. Go to our return request page and enter your order number and the email address used at checkout.
2. Select the pieces you are sending back and tell us whether you would like a refund or an exchange.
3. Within one business day we email you a prepaid, insured return label for US orders.
4. Pack your jewelry securely in its original packaging inside a plain shipping box, attach the label and drop it off directly with the carrier. Please do not use an unattended drop box.

International customers are responsible for return shipping and should use an insured, trackable service.

Every return is inspected by our studio team within 3 business days of arrival. Once approved, we email you a confirmation and issue your refund to the original payment method. Depending on your bank or card issuer, it can take a further 5–10 business days for the credit to appear on your statement.

Complimentary shipping is free in both directions. Charges for upgraded express or overnight shipping on the original order are non-refundable. If you prefer, we can issue your refund as store credit instead.

If your order arrives damaged, defective or different from what you ordered, contact us within 48 hours of delivery with your order number and a few clear photos. We will send a prepaid label and replace the piece or refund it in full, regardless of the 30-day window or the exclusions above.

In-stock orders can be canceled for a full refund any time before they ship. Made-to-order and custom pieces can be canceled until production begins; after that point the materials and setting work are committed to your design and the order can no longer be canceled.

Returns are only one part of how we look after you. Every piece is covered against manufacturing defects for one year from delivery, and our lifetime care program includes complimentary cleaning, polishing, prong checks and stone tightening for as long as you own it. See Lifetime Care & Warranty for full details.

Questions about an order? Our client care team is here Mon–Sat, 10am–7pm ET.

• Email: [email protected]
• Phone: (555) 010-0123
• Mail: Website-16 Jewelry Co., 123 Diamond Street, Suite 100, New York, NY 10001, United States

You can also reach us through our contact form.