Refund policy
Return and Refund Policy — Effective 2026-09-09
One return policy, and it applies to every piece we sell — ready-to-ship, made-to-order, and custom commissions alike. There is no separate rule by product type.
You have 7 days from delivery to contact us if a piece is faulty, has a manufacturing fault, arrived damaged in transit, or is materially different from how it was described. Contact us inside that window and we will repair, replace, or refund it.
That is the only ground for a return. A change of mind does not come back to us. We do not take returns for a piece you decided against, or for a size you confirmed on the order.
Read those two paragraphs again before you buy. Seven days is short and the grounds are narrow. We would rather you know that now than find it out later. Open the package the day it arrives and look at the piece properly, in good light.
The piece must be unworn and in its original condition, returned with its original packaging and any documentation supplied.
You pay the return shipping. That is true even when the fault is ours. Send the piece back insured and tracked, and keep the tracking number — until it reaches us, it is still your package. We will tell you exactly where to send it and how, before you ship anything. The complimentary insured shipping we provide is on the way out to you; it does not cover a return leg.
There is no restocking fee on a defect or a manufacturing mistake. If we got the piece wrong, you are not charged a fee on top of it.
A 25% restocking fee applies in two cases, and only these two:
- You refuse delivery, or the package comes back to us undelivered because delivery was not accepted or the address was wrong.
- You cancel an order after production on it has started — that is, once the piece has entered the studio queue and work has begun at the bench or in CAD.
In both cases the fee is 25% of the price of the piece, deducted from your refund. On a package that comes back to us undelivered, the carrier's return charge comes out of the refund as well.
Cancelling before production starts costs you nothing. Tell us as soon as you decide. If the piece has not entered the queue, you are refunded in full.
We choose the remedy — repair, replace, or refund — based on the piece and the fault, and we tell you which we are applying and why before we do it. Approved refunds are issued to the original payment method within 10 business days of the piece arriving back with us.
Custom and commissioned pieces. The same 7 days applies, and it covers one more thing: a commissioned piece that does not match the specification you approved in writing. That is our error and it is corrected or remade at our cost. Beyond that, a commission is final sale — your opportunity to change the piece is the CAD render, which you approve in writing before any metal is bought or poured.
Cancelling a commission is governed by the stage-by-stage table on our Custom Jewelry page. That table already states what you receive back and what we retain at each stage, tied to what has actually been spent by that point. The 25% restocking fee above does not apply to a commission and is never added on top of that table.
Sizing. Confirm your size before ordering. We are glad to help you measure — ask before you buy. A size you approved is not a defect. Resizing after delivery is arranged case by case; contact us and we will tell you whether the design allows it and what it involves.
To start a return, email GemtasticJewelry@gmail.com or call (414) 324-0498 within 7 days of delivery with your order number and photographs of the fault. Do not send anything back before we confirm — an unannounced return cannot be processed.