Returns & Refunds

Due to our pieces being made to order, we are unable to offer refunds on any of our items. If you have any questions prior to purchase, please Contact Our Team and we would be happy to help you choose a piece that is perfect for you. 

Exchanges & Returns

Our top priority is ensuring you are happy with your purchase and we want you to shop with absolute confidence. Shopping online can have some challenges and we completely understand this. For this reason, we have recently begun offering exchanges. 

Due to our pieces being made to order, our exchanges are conditional to the following criteria:

• You must notify our team within 3 days of order delivery that you would like to exchange your piece. We require notification via email. You can  Email Us here. After 3 days of order delivery, all sales are final and exchanges are no longer accepted. 
• Once your exchange has been approved, we must receive valid shipping information (a lodged tracking number) within 7 days of order delivery. For items not returned in a timely manner, we reserve the right to reject the exchange even if we have approved it prior.
• Return mail insurance is the responsibility of the sender. We are unable to offer exchanges or hold liabilities for items lost in transit on their way back to us.
  
• A 30% restocking fee is applicable on all exchanges to cover the labor required to resize and polish the returned piece. This restocking fee will be taken from your original purchase amount, and your remaining balance can then be applied to a different piece or placed on a Raelyn Rose gift card that will be valid for 12 months.
• The returned piece must be in original, unworn and undamaged condition and all certificates (GIA, IGI, etc. if applicable) must also be returned in original condition.
• We are unable to exchange custom orders. This includes any custom sapphires or diamonds that have been ordered for your piece. 
  
• We are unable to exchange One Of A Kind pieces that have been resized.
• We are unable to exchange clearance items. 
• We are unable to exchange diamond engagement rings (both natural and lab-grown) since they are made to your particular diamond size and quality specifications, and are hence considered custom orders. 
• Exchanges are limited to one exchange per order.
• We reserve the right to reject an exchange if the returned piece is damaged, worn or missing parts. If we do accept an exchange on a worn/damaged piece, a fee will be charged to cover the costs of repairs. 
  

Shipping Your Exchange Back To Us:

Please email us before mailing your item back so that our team can approve your exchange request. Pieces sent back to us without an approved exchange will have their exchange request rejected. 

Once our team have approved your exchange request, please mail your piece back to us with all original packaging and any certificates (GIA, IGI, etc. if applicable) in secure packaging with full tracking and signature on delivery (insurance is also highly recommended). 

Shipping costs (including customs fees and import charges) and shipping insurance is the responsibility of the sender. We highly recommend postage insurance since we are unable to offer exchanges or hold liability for items that are lost in transit on their way back to us. 

Order Cancellations: 

If you would like to cancel your order, please Email Us as soon as possible. Orders cancelled within 48 hours will incur a 10% restocking fee. Orders cancelled within 7 days will incur a 20% restocking fee. Orders cancelled after 7 days will incur a restocking fee depending on which stage of production your piece is at when the cancellation is requested.