Returns and Refunds

Last updated November 1, 2026.

If something isn't right, or you simply change your mind, you can send it back. Every return starts in your account, so you can see where it is at every step.

The Short Version

• Start a return from your account within 14 days of delivery.
• Before anything is sent back, you can choose to keep it instead and receive a unique code for 15% off your next purchase.
• If you send it back, a $69 restocking fee is taken off your refund.
• Faulty, damaged or not as described? There's no fee, and we cover the return.
• Engraved or resized pieces can't be returned unless they're faulty. Our earrings and tennis bracelets can be returned within 14 days, like our stones.
• We refund to the way you paid within 14 days of receiving your return.

Your Two Options

When you start a return, we'll offer you a choice before anything is sent:

1. Keep it. Keep your item and we'll email you a unique code for 15% off your next purchase. The code is for one use, is valid for 90 days, is for you only and can't be exchanged for cash.
2. Send it back. Go ahead with the return and we'll refund you once your item has arrived and been checked, less the restocking fee where it applies.

If you choose to send it back, the 15% code is cancelled.

The Restocking Fee

A restocking fee of $69 applies to returns of loose stones and non-custom jewelry. It's taken off your refund, so you never pay anything upfront.

Every stone is sourced for you individually and sent insured, with a signature on delivery. The fee covers part of that cost when a stone comes back.

There's no restocking fee when:

• the item is faulty, damaged or not as described, for example a stone that doesn't match its grading report;
• we sent you the wrong item.

How to Return an Item

1. Sign in to your account and open the order. If you checked out as a guest, use the link in your order confirmation email, or ask us and we'll send you one.
2. Choose Return an item, pick the items and tell us why.
3. Choose your option: keep it with your 15% code, or send it back.
4. If you send it back, your account gives you an insured returns label or a drop-off point [RETURNS COURIER TO BE CONFIRMED]. [WHO PAYS: the insured return label is free / its cost is taken off your refund.] Please use it: stones are small and valuable, and a parcel sent any other way travels at your own risk.
5. Pack the item in its original packaging with its original certificate (grading report) and any paperwork, and send it within 14 days of starting your return. A stone sent back without its certificate can't be accepted.
6. Track your return in your account. We'll email you when it arrives, when it's been checked and when your refund is on its way.

What We Check

To be accepted, a returned item must be:

• unworn and unaltered, and in the condition you received it;
• in its original packaging, with its original grading report (its certificate). We can't accept a stone back without its original certificate, under any circumstances, so keep it safe;
• the same stone we sent you. When it comes back, we compare it with its grading report under magnification, including the report number laser-inscribed on its girdle where it has one. If it doesn't match, we return the item to you, we don't issue a refund, and we may report it.

Refunds

• We refund within 14 days of receiving your return. We check each return within 3 business days of it arriving.
• Refunds go back to the payment method you used. Card refunds usually show within 5 to 10 business days, depending on your bank.
• Klarna, Afterpay and Affirm: we refund the provider, which updates or closes your plan. Where a restocking fee applies, your plan is reduced by the amount refunded. Keep up any payments due until the provider confirms the change.
• Refunds are made in the currency you paid in. We can't cover changes in your bank's exchange rate.

Cancelling Before Your Order Ships

Changed your mind before your order has been sent? Cancel it from your account, or email us, and we'll refund you in full.

Items That Can't Be Returned

• Engraved pieces, resized items, and stones set into jewelry for you. Our diamond earrings and tennis bracelets are made to order, but you can return them within 14 days, as with our loose stones.
• Items marked Final sale on the product page. We'll always ask you to confirm before one goes in your bag.

These are still covered if they're faulty or not as described.

Faulty, Damaged or Not as Described

Please tell us as soon as you notice, with a photo if you can. We'll cover the cost of the return, there's no restocking fee, and you can choose a full refund or, where one is available, a replacement of the same or better grade.

If you think a stone doesn't match its grading report, we'll have it checked. If it doesn't match, you'll get a full refund, including any costs you've paid.

Every parcel we send is insured. If yours arrives damaged or doesn't arrive, tell us straight away and we'll put it right.

Gifts

The person who placed the order starts the return from their account, and the refund goes back to them.

Your Legal Rights

This policy doesn't affect your legal rights, including the consumer protection laws of your state. Our terms and conditions explain more.

Questions

Email concierge@loveandcarat.com, or call us on +1 (914) 881 5116.