RETURNS & EXCHANGES
All request for an exchange or return of merchandise must be initiated within 5 days of receiving your item.
To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you must submit a return request. Follow the following steps to submit the return requests:
Click the profile icon in our store's navigation or go to the refund policy or a returns page, and then request a return.
1. Log in to your account:
a. In the Email field, enter your email address, and then click Continue.
b. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
c. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return. If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund as a store credit.
All shipping costs for return items or exchanges are the customer’s responsibility. Shipping costs are non-refundable.
Once we receive the returned merchandise, and it is processed, we will issue you with an in-store credit refund or exchange within 3-6 business days. Refunds will be issued through an e-gift card. Store credits don’t expire.
Please keep in mind that items bought in sale or clearance are not eligible for return or store credit.
You can always contact us for any return question at carolandcojewelry@gmail.com.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We are not responsible for damages or issues that are reported to us, 2 calendar days or after delivery date.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned custom products (such as special orders or personalized items), gift cards, final sale items or sale items. Please get in touch if you have questions or concerns about your specific item.
EXCHANGES
If you need to exchange the item, you can send us an email at carolandcojewelry@gmail.com or initiate the return. The Return policy provided in the above will apply to all exchanges.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3- 6 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 business days have passed since we’ve approved your return, please contact us at carolandcojewelry@gmail.com.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.