EXCHANGE RETURN REPAIR & REFUND POLICY
By placing an order with Jewelry Memories, the customer understands that they have 3 consecutive days to cancel their order with a full refund. If they cancel within 4-7days, there will be a 20% cancellation fee of the total order cost, not to exceed $50 withheld. After that, there are no refunds for any orders regardless of whether the customer sends in breastmilk or inclusion for their order.
For special-order item, once designs are approved and payment collected, cancellations and changes cannot be accepted.
Due to the nature of the item and highly personal elements, we do not accept returns, exchanges or offer replacements on our orders.
Customer satisfaction is important to us, if there is an issue with your order, please let us know and we will try our best to fix it.
Faults & Repairs
*Please note Jewelry Memories is not responsible for the wear of your jewelry with improper care. For information on how to care your precious jewelry, please check our FAQ page.
Please contact us at email@example.com within 5 days of receiving your piece, with all relevant photo's & a description on what is at fault. Normally, faults are usually minor and we will do everything to assist you with the least amount of stress possible.
If it is found to be something which is at fault by us, we will likely ask you to post your item back to us for a full inspection & repair within 2 weeks of contacting us.
Instructions for Repairs
Please email us at firstname.lastname@example.org with your photos and concerns.
If your piece requires repair, we probably will need you to send it back to us.
Please email us the photo of your tracking number and receipt so we can refund you the agreed amount paid (as per our guides below). Or if you choose to pay your postage, we will give you a free ring as a present to compensate your shipping cost and the time for waiting. When you ship your item to us, please mark it as "present" with the value being under $30, since we are not purchasing your item. Otherwise, you will be charged duty on your package and we are not responsible for the duty.
Canadian customer: we will cover the cost of the postage. For any upgraded postage costs such as insurance, we will cover only the express tracked amount & the outstanding amount for insurance will be at the customers cost.
US customer: please use First-Class Package International Service™. The cost starts at $14.25USD (with tracking). You can find more information HERE.
Other international customer: please send your package via regular post with tracking, we will cover the shipping cost up to $22. If you wish to upgrade your package to express or insured, please note that this extra cost will be up to the customer.
Please send your package back to us in its original jewelry box to prevent damage through the post. If you do not have this anymore, please send in layered bubble wrap and pop into another secure small bag or box.
For most pieces, we will try to have your jewelry checked and repaired within 2 weeks once we receive your package. For special designed pieces, we might need up to 5 weeks to have it repaired. We will communicate with you about the time frame beforehand. Once repaired, we will package and send it back to you. Please keep an eye out for an email from us containing your postage notification & tracking.
Any item which is to be at fault of the customer, such as accidental damage, we are happy to take a look for you and help find a solution to repair it at your own expense. This includes, and not limited to, making a new breastmilk stone, removing stains on your stone, replacing clear protective layers, re-tightening stones and repairing bent shanks and other precious jewelry parts.
Repairs may be subject to fees and postage and we will discuss you case by case.
Please note that we make all our jewelry with love and care. We inspect all our handcrafted jewelry prior sending to you to rule out any possible faults. We are always try our best to give you the best experience possible!