Refund policy

Return & Refund Policy

Last updated: September 14, 2026

We want you to love your piece. If something is not right, you have 30 days to tell us.

1. Return window

You may request a return within 30 days of receiving your order. To be accepted, the piece must be unworn, in the same condition you received it, and in its original packaging.

2. What cannot be returned

  • Personalized jewelry that has been engraved, custom sized, or made to your specifications
  • Pieces that have been worn or damaged after delivery
  • Items bought in a final clearance sale
  • Earrings, for hygiene reasons, unless they arrive faulty

This does not affect your rights if an item arrives faulty or is not what you ordered.

3. How to start a return

Email acuarelajewelry20@gmail.com with your order number, the reason for the return, and photos if the piece is faulty. We will reply within 24 hours on business days with the return address and instructions.

Please do not send anything back before contacting us. Returns sent without instructions cannot be processed.

4. Return shipping costs

Return shipping is paid by the customer, except when the return is our fault: a faulty piece, the wrong item, or an error on our side. In those cases we cover the return shipping and the replacement.

We recommend using a tracked service. We cannot refund a return that never reaches us.

5. Exchanges

You can choose an exchange instead of a refund. If the size is not right, or you would prefer a different piece, just tell us when you contact us and we will arrange it.

Exchanges follow the same 30-day window and the same condition requirements. If the new piece costs more, we send you a link to pay the difference; if it costs less, we refund the difference.

6. Refunds

Once your return arrives we inspect it and email you the result. If it is approved, we issue the refund within 2 business days to your original payment method. Depending on your bank, it can take a further 3 to 10 business days to appear on your statement.

Original shipping charges are not refunded, unless the return is due to a fault or an error on our side.

7. Questions

Email acuarelajewelry20@gmail.com or call +1 347-438-9253, Monday to Friday, 8:00 AM to 5:00 PM ET.