30 DAY RETURN POLICY
30-Day Money Back Guarantee
We offer a 30-day money back guarantee, no questions asked, that gives you time to make sure you are one hundred percent satisfied with your purchase. If you need to make a return for any reason, we'll happily provide you with an exchange or full refund. Special Order and custom items are not eligible for returns.
Our Return Policy
Please note that you are eligible for return only if returned merchandise is in their original purchase condition, unworn, undamaged and unaltered in any way with tags attached. Special Order and custom items are not eligible for returns. Items prepared for a return shipment must be insured, securely wrapped in their original packaging and accompanied by complete product documentation. Returns and exchanges are allowed within 30 days from the purchase date. Exchanging for a different product can be simplified by returning an item for refund and placing a new order. Please allow 1-2 weeks for your refund request to be fully processed. If the goods are delivered to you damaged, please refuse the shipment and call our Customer Service Department immediately. Claims for damaged or missing items must be reported immediately upon receipt of your order. Story and Hearts LLC is not responsible for lost, stolen or damaged returned shipments.
All returns should follow the Return Merchandise Authorization procedure described below.
RETURN PROCEDURE
To return any item to Story & Hearts LLC, follow the below process:
- For all returns email us and you will be given a Return Merchandise Authorization (RMA). For all returns, write the code on the bottom of your original invoice and on the outside of the box you are returning.
- Package Your Return. We recommend you use the original shipping box, including all original packaging and collateral material. If your item was delivered with a diamond certificate and that certificate is not returned, you will be liable for the US $180 replacement cost. For security reasons, do not write "Jewelry" anywhere on the outside of the box.
Insure Your Package. We recommend that you securely package your items in original packing materials, fully insured. We are not responsible for lost or stolen articles. Allow Story & Hearts LLC up to 14 days to process any return/refund.
Non-Refundable Items
Special orders, engraved jewelry except rings, eternity bands and tension rings cannot be returned or exchanged. Uninsured, improperly packed items with incomplete product documentation and without Return Merchandise Authorization code will be refused receipt. Story and Hearts LLC does not allow C.O.D. shipments and will not be liable for any unauthorized shipping expenses incurred.
Shipping Charges
All return shipping and insurance fees are at the customers’ expense and are non-refundable.
Sale Price Adjustments
Sale price adjustments must be made within 7 days of the original shipment date unless otherwise specified. Price adjustments will be provided as store credit.
Cancellation or Change of an Order
Cancellations and changes of orders are feasible up to the shipping date. Special orders and already shipped items are not subject to changes or cancellation. Please contact our Customer Service Department for assistance if the order you want to change or cancel is already shipped.
For any additional questions, please contact us.