Refund policy

At Carol & Co. Jewelry, we understand that returning online purchases can be challenging, and we are here to make that process as easy as possible.

All request for an exchange or return of merchandise must be initiated within 14 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. You have 2 calendar days from the day that the package was delivered to notify us of any damages with the item.

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for pre-orders, final sale items, and layaway. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on final sale items or gift cards.

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.

LAYAWAY

At Carol & Co. Jewelry, we offer two Layaway options. One through our online store and another one through direct message. Layaway items do not qualify for returns or exchanges.

1. Put it on Lay-Buy:

This layaway option it goes through our store, and it is selected at checkout. This app provides you with affordable payment plan options to pay-off your order. There are no restrictions on order value amount, and you can payout balance within six months of making the purchase. With this option, you will be required to put a down payment of 10% at checkout plus the fees charged by the app which depends on the total order amount. Downpayment and fees are not reimbursed if you decide to cancel the order.

2. Through Direct Message:

This option allows you to avoid the app fees. You will have to contact us via email at carolandcojewelry@gmail.com, Instagram messenger, or Facebook messenger to let us know the items that you would like to be put on layaway.

A down payment equal to 20% of the order total will be required in order to take the items off the website. Downpayment will not be reimbursed if the order is cancelled.
You will have 60 days to pay off the remaining balance in the order.
Payments can be sent via PayPal at carolandcojewelry@gmail.com or we can send you invoices to your email that will allow you to make payments online, using a card. If there are no other payment options, we can accept ATH Móvil.
If the balance is not paid off within 60 calendar days, we will contact you via email or WhatsApp, giving you an additional 24 hours to pay off the balance, otherwise the downpayment will be loss.
It is important to provide the correct information when making the Layaway. We are not responsible for any losses if the information provided is incorrect.
Layaway purchases are final and are not eligible for returns, exchange or refunds.
Any questions, you can send us an email to carolandcojewelry@gmail.com