Returns
Non-custom items may be returned within 30 days of receipt. Custom and personalized 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.
For non-custom merchandise — ready-to-ship pieces from our standing collections, where the design, sizing, and stones were not modified at order — you may submit a return request within thirty calendar days from the date you actually received the package, as recorded by the carrier signature.
The thirty days run from delivery, not from the order date. If you are away when the package arrives and the carrier holds it for pickup, the clock starts when you sign for it.
Email info@sincelovejewelry.com with your order number. We will issue a Return Merchandise Authorization (RMA) number within one business day. The piece must be returned with the RMA number on the outer packaging.
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.
For customer-initiated returns — change of mind, color not as expected, size adjustments outside the free resizing scope — you bear the round-trip shipping costs. For our-fault returns — merchandise defects, wrong items shipped, material discrepancies, transit damage — we cover all shipping costs.
Refunds are initiated after we receive the returned merchandise and complete inspection. The refund returns to your original payment method. Time to credit varies by payment processor and is typically five to ten business days for credit cards, longer for international wire reversals.
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.
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.
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 info@sincelovejewelry.com.
What we cannot accept under any circumstance
Beyond the custom and personalized exclusions described above, certain conditions disqualify a piece from return regardless of when the request is submitted. These exclusions exist because the underlying merchandise condition cannot be restored to a saleable state.
- Non-custom finished pieces from standing collections
- Pieces with all original certificates, packaging, and tags intact
- Pieces with no scratches, dents, or visible wear from use
- Pieces with no perfume, lotion, or chemical residue
- Pieces returned within thirty days of confirmed delivery
- Pieces returned with the assigned RMA number
- All custom, engraved, or personalized merchandise
- Earrings and other pieces touching pierced areas
- Pieces showing wear, scratches, or use beyond reasonable inspection
- Pieces with missing certificates or original packaging
- Pieces modified, repaired, or resized by third parties
- Pieces returned beyond thirty days of receipt
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 following four steps describe the operational sequence from your initial request to refund credit. Most non-custom returns complete this sequence within ten to fifteen business days from the date of return shipment.
Email info@sincelovejewelry.com with your order number and the reason for return. The RMA number arrives within one business day and is required on the return packaging.
Use a trackable, signable, and adequately insured shipping method. Until we receive the package, the shipping risk is yours. Include all original certificates, packaging, and accessories.
Our QC team inspects the returned piece against the original specifications and condition requirements. Inspection typically completes within three to five business days of receipt.
If the return passes inspection, the refund is initiated to your original payment method, less the five percent restocking fee and any applicable shipping costs. Time to credit varies by payment processor.
A practical note on shipping the piece back
Until we physically receive the returned merchandise and complete inspection, the shipping risk is yours. If the package is lost, stolen, or damaged in return transit before reaching us, the resulting loss falls to the customer rather than to Since Love.
For this reason, we strongly recommend that returns be shipped via FedEx, UPS, or USPS with full declared-value insurance and adult signature on delivery. Do not ship a fine jewelry return via standard ground without insurance. The cost of adequately insured shipping is small relative to the value being protected, and we are unable to refund a return we never received.
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 text at
