Returns Policy
At Atelier Gems, our goal is to ensure every customer has an exceptional shopping experience. If you have any concerns with your order, please reach out to us directly, and we will work closely with you to resolve it.
14-Day Return & Exchange Policy
We offer a 14-day return and exchange window, which means you have 14 days from the date you receive your item to request a return or an exchange.
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Eligibility: To be eligible for a return or exchange, your item must be in pristine, unworn, and unused condition—exactly as it was received—and in its original packaging.
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Exclusions: Custom-designed, altered, or personalized jewelry pieces are final sale and strictly non-returnable.
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Refund Processing: Once your returned item is received by Atelier Gems, it will be carefully inspected to confirm its condition and eligibility for a refund. If the return is approved, the refund will be initiated to the original payment method. Please allow up to 15 business days from the date we receive your return for inspection and refund processing. Additional time may be required by your financial institution for the refund to appear in your account.
That keeps the 14-day return window separate from the up-to-15-business-day refund processing period.
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Restocking Fees: We do not charge a restocking fee for returned items.
How to Initiate a Return
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Request Approval: Please email us at [email protected] with your Order Number, contact information, and the reason for your return.
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Await Instructions: If your return is accepted, we will send you detailed instructions on how and where to safely send your package.
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Important Note: Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return-related questions at [email protected].
Shipping Costs, Insurance & Refund Policy: Please note that all return shipping fees and shipping insurance are the sole responsibility of the buyer, regardless of the reason for the return. We highly recommend using a trackable shipping service and purchasing shipping insurance for your own protection. Atelier Gems cannot be held responsible for any loss or damage during transit, and we are unable to issue refunds or exchanges for items that do not arrive safely at our facility.
Shipping
We proudly ship to virtually any address within the United States.
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Delivery Estimates: When you place an order, we will provide estimated shipping and delivery dates based on the availability of your items and your chosen shipping method. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
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Shipping Rates: Our shipping rates are weight-based to ensure accuracy. To align with the policies of the shipping companies we use, all package weights will be rounded up to the next full pound.
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International Shipping: At this time, we restrict shipping to domestic destinations within the USA; we do not ship to international destinations.