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    30-Day Return & Exchange Policy

    We offer a 30-day return policy.

    We want you to feel comfortable and confident when shopping at carlyjewelry.com, that’s why we offer a 30-day return & exchange policy, which means you have 30 days after receiving your item to request a return.

    To start a return, you can contact us at services@carlyjewelry.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    Return & Exchange Conditions

    1. Items returned without authorization will not be accepted.
    2. The time frame for return & exchange must not exceed 30 days from when the original order was received.
    3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
    4. When returning or exchanging items, customers must use a shipping method that has to track on it. Returns or exchanges with no tracking will not be processed.
    5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

    Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

    • Full Coverage Return & Exchange Policy: (we are responsible for return postage fees and replacement fees)

    Received the wrong item.

    The item is broken, defective, or has an incorrect engraving.

    • Limited Coverage Return & Exchange Policy: (Customer is responsible for return postage fees and replacement postage fees. CarlyJewelry does not refund any shipping fees)

    The customer ordered the wrong size.

    The customer does not like the item in person.

    • Purchase Not Eligible for Return & Exchange Policy:

    Final Sale items are not eligible for refund, exchange or resize.

    Customized items, including customized size, engraved, customized color, customized stone cut, customized stone size, are not returnable. (Custom sizes are those that charge an extra $10).

    Items without jewelry tag or that have been worn, damaged or altered are not refundable and will be returned to the customer at their expense.

    Items that were worn, or sent to you as Replacement/Exchange are not refundable.

    Our Return Procedure

    Step 1: Please email us to services@carlyjewelry.com within 30 days after receiving the product with an explanation and photographs stating the reason for your return.

    Step2: Once approved your request, please send the item(s) through your local post office within 3-5 business days, keep well the tracking number and inform us.

    Step 3: We will process the refund when we receive your package and confirm that the product has the problems you mentioned. It usually takes 5-7 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.

    Please contact our Customer service at services@carlyjewelry.com to get the return address.

    Refunds

    Returns will be processed within 5-7 days upon receiving your package. The refund will be issued to your original payment account or in the form of store credit as you requested.

    Please Note:

    * If you want the refund to be issued to your original payment account, please contact one of CarlyJewelry representatives to get authorization.

    * The shipping rate before the discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.

    * Customers who choose free shipping on their orders will have a $10 shipping fee deducted from their refund.

    Order Cancellation:

    We want your order to go the way you want! Please review your personalization/engraving/special order information before submitting your order. Double-check spelling, dates, and names. If you have any questions before placing an order, you are welcome to contact us.


    • For all order items, cancellations after 24 hours will incur appropriate material and processing charges. Please refer to the following details:
    1. Cancellation within 24 hours after placing the order, no cancellation fee will be charged.
    2. If cancelled without 24 hours notice will result in a charge equal to 20% of the reserved service amount.
    • Please note that we cannot cancel or change addresses for orders that have already been shipped out. If you need to change your address, please notify us by email within 48 hours as much as possible. So please wait for your package to arrive, you can keep it or contact us to return it for a refund. Please do not refuse delivery as undelivered packages will be destroyed by the third-party logistics companies.

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