30-Day Returns
Eligible non-custom pieces may be returned within 30 days of delivery. Custom, personalized and made-to-order pieces are final sale. Below are the exact terms, process and exclusions.
What you bought determines what you can return
Use the toggle below to see the rules that apply to your specific piece. Custom and non-custom merchandise are governed by different rules, because the operational reality of producing each one is different.
Thirty days from the date of delivery
For non-custom finished pieces from our standing collections, a return request may be submitted within 30 days of delivery. To remain eligible, the item must be unused, unworn and unaltered, returned in its original saleable condition, with all original packaging, certificates, documentation and tags intact — and returned under the return authorization we assign to your request.
The 30 days refer to the date on which your request is submitted, counted from the delivery date recorded by the courier. Please contact us within this window; items should not be sent back before your return has been approved.
Request a return through customer service
Contact support@sincelovejewelry.com before sending anything back, with your order number, the reason for the return and photographs of the item where applicable. Once your request is reviewed and approved, we will send return instructions and an assigned return authorization.
Restocking Fee
A five percent restocking fee applies to all non-custom returns to cover inspection, re-certification, cleaning, refurbishment, re-stocking, re-grading, and re- listing costs. For pieces above ten thousand dollars or returns missing original certificates or packaging, the restocking fee may reasonably increase but will not exceed the actual costs we incur, and we will notify you of the specific amount before the refund is processed.
Return shipping
Return shipping costs are the customer's responsibility, unless the item is confirmed to have a manufacturing defect. We strongly recommend an insured, trackable courier such as FedEx, DHL or UPS; SinceLove is not responsible for items lost or damaged in return transit.
Refund timing
Once approved merchandise has been received under its return authorization and has passed inspection, any applicable refund is issued to the original payment method. Please allow 5–10 business days for your bank or payment provider to process it. Shipping fees and customs charges are non-refundable.
Custom and personalized merchandise are non-returnable
Pieces produced based on customer-specified requirements are not eligible for any return, exchange, or no-fault refund once produced. This is the operational reality of custom work and is consistent with the practice of every premium fine jewelry house. Custom pieces are made for one specific buyer and cannot be resold to another customer at full value.
What counts as custom or personalized
The custom and personalized category includes engraved merchandise, modified-design or modified-mounting pieces, pieces with designated diamonds or designated loose stones, special-size or special-length pieces, special-material or special-color treatments, and any piece produced after confirmation through CAD renderings, wax models, or other Final Confirmation Documents.
It also covers pieces with personalized handling: ear studs and other earring merchandise (for hygiene reasons), pieces already resized beyond the free resizing scope, pieces already engraved, already re-set, or already structurally adjusted at customer request. Once production begins on a custom piece, the order is firm.
The bespoke consultation process
Because custom pieces cannot be returned, we offer an extensive consultation process designed to give you confidence in the design before metalwork begins. CAD renderings, wax models, 3D-printed resin previews, and unlimited iteration during the design phase are all included. By the time the actual ring is produced, the decision should already be settled.
If you have any uncertainty about a custom piece during the design and approval phase, that is the moment to raise it — not after production begins. Our consultants are reachable through support@sincelovejewelry.com.
The decision should be settled before metalwork begins
A custom piece passes through six distinct approval gates before fabrication: the initial consultation, the CAD rendering review, the digital wax model, the physical resin preview, the stone selection sign-off, and the final order confirmation. Each gate is an opportunity to refine, change, or stop.
By the time the metalwork begins at the Shenzhen bench, the design has been confirmed five times. This is why custom work cannot be returned. It is also why the rate of dissatisfaction with custom pieces is vanishingly small at our atelier.
What we cannot accept under any circumstance
Beyond custom and personalized pieces, certain items and conditions make a piece ineligible for return, regardless of when the request is submitted, because it can no longer be restored to saleable condition.
- Non-custom finished pieces from our standing collections
- Requests submitted within 30 days of delivery
- Pieces that are unused, unworn and unaltered
- Pieces with all original certificates, packaging, documentation and tags
- Pieces with no scratches, dents, chemical residue or signs of wear
- Pieces returned under the assigned return authorization
- Custom-made, personalized, engraved, resized, or otherwise modified pieces
- Loose diamonds and gemstones, including reserved or specially sourced stones
- Clearance, final-sale, sample, special-order or discontinued pieces
- Earrings and other pieces touching pierced areas
- Items showing wear, scratches, dents, chemical residue or damage
- Items with missing certificates, packaging or documentation
- Items previously exchanged, or modified, repaired or resized by third parties
We do not allow bracketing
Ordering multiple similar pieces with the intent to keep one and return the rest is not permitted. This applies whether the orders are placed simultaneously or in sequence. The practice significantly increases operational costs that ultimately get passed to all customers in higher merchandise prices, and we have chosen not to participate in that pattern. We have written extensively about the reasoning behind this policy.
A signature is the only acceptable receipt
For every package valued above five hundred dollars, the carrier requires an adult signature at the address. This is not a customer-facing convenience. It is the operational requirement that keeps the insurance valid through the final mile of delivery.
If you cannot be present at the address, the carrier will hold the package at a local facility for pickup with valid identification. Most facilities allow up to ten business days of holding before the package is returned to us.
How A Return Actually Works
The four steps below describe the sequence from your initial request to your refund. Returns are completed only once approved merchandise has been received and has passed inspection.
Contact us first
Email support@sincelovejewelry.com within 30 days of delivery with your order number, reason for return and photos where applicable. Please do not ship the item yet.
Receive your authorization
Once your request is reviewed and approved, we send return instructions and an assigned return authorization, which must accompany your return.
Pack and ship
Return the item unworn, with all original packaging, certificates, documentation and tags, using an insured, trackable courier such as FedEx, DHL or UPS.
Inspection and refund
After inspection, any applicable refund is issued to your original payment method. Allow 5–10 business days for your bank or payment provider to process it.
A practical note on shipping the piece back
Return shipping is arranged and paid for by the customer, unless the item is confirmed to have a manufacturing defect. Because fine jewelry is a high-value item, we strongly recommend an insured and trackable courier service such as FedEx, DHL or UPS. SinceLove is not responsible for items lost or damaged during return shipping.
For international returns, the package must be declared as "Returned Goods", and any customs duties or taxes are the customer's responsibility. Incorrect customs declarations may delay or prevent a refund. Original shipping fees and customs charges are non-refundable.
The legal substance
The return commitments described above are the customer-facing presentation of Section 16 of our Terms and Conditions, which is the controlling legal document for all return, refund, exchange, and return policy abuse matters. In any event of conflict between this page and the Terms and Conditions, the Terms and Conditions prevail. Read the full terms or contact info@sincelovejewelry.com for any specific question this page does not answer.