What is your return policy?
If you are not happy with your product we will accept the item back for a refund or exchange within 4 DAYS of receipt (item MUST be postmarked within the 4-day timeframe). The item must be unworn, unused, and brand new condition to qualify for a return. We will NOT exchange nor refund after this period under any circumstance. We will NOT accept any used and worn items back under any circumstances. A restocking fee will apply on returned items.
Please see below for restocking fee that would be applied:
- $0 - $99 - 15% restocking fee is applied per each unit item purchased that is being returned
- $100 and Up- 25% restocking fee
Please note return shipping charges are not covered- It is the liability of the client when returning the item.
Why is a restocking fee applied on a return item?
We must charge a restocking fee to cover the cost incurred to accept a return. Each item must be inspected once received back. Further, additional resources and materials are used to restock the item and hence the fee.
If a client wishes to opt for an exchange, we can waive the restocking fee ONLY if the item(s) is/are of equal or higher value (client is liable for paying the difference). Shipping charges are the liability of the client when opting for an exchange.
CUSTOM ORDERS CANNOT BE RETURNED OR EXCHANGED.
Custom orders include any design made to your specification, any additional pieces added to an existing design, any stone change or color change orders, any design ordered especially for you, any item ordered in for you.
PLEASE NOTE - We are NOT liable for any shipping or handling charges for returns or exchanges regardless of the circumstance. Clients are liable all charges for shipping.
Free Shipping Returns- If you made a purchased and qualified for free shipping and decide to return the order- you will be refunded for the order total minus the shipping charges as we do not cover shipping charges in such instances.
Items Damaged In Transit
At a La Couture, we understand the importance of how delicate and fragile jewelry can be. We handle each of our pieces with extreme care and pack each piece cautiously to avoid any damage in transit. Each piece is inspected prior to shipping by our quality control team.
In rare instances, items may still get damaged in transit due to the poor handling by the courier company. In such instances, we will offer to replace or fix any damaged piece, free of charge. However, if a client wishes to cancel or return the order without accepting the replacement- then a restocking fee will be assessed as that is considered a return. The restocking fee will be the same as mentioned above on this page. Kindly see below for further details on how to resolve any such issue.
Damaged Item Received:
All damaged goods received must be reported within 24 hours of receipt. Please email us with photographic evidence of the damage at firstname.lastname@example.org within this timeframe. Any reports after this timeframe will be considered null and void. Once we receive your email, we will reply with instructions on how to ship back the damaged piece.
We will send a replacement once the damaged piece is received back. Damaged items must be postmarked and shipped back within 4 days.
Instructions on how to pack and ship back return items:
Each item MUST be shipped back in brand new, unworn, unused condition. Each item is expected to be placed back into the clear plastic bag given and secured tightly so that the item does not shake or move in transit. Boxes are expected to be received back with each item as well as the velvet pouches if given one with order- in perfect condition as received.
Please do not tape the boxes, use rubber bands that we have provided to secure the box closed before shipping the item back to us. We expect to receive the item back the same way received and packed carefully so that the item does not break in transit.
If an item is received back broken and there is evidence of negligence in the packing before shipping it back to us- we will not honor a refund and the client must pay for the shipping for us to return the item to them. We expect all return items to be shipped back with proper care as the jewelry is fragile and delicate.
In rare and unfortunate circumstances, if a package has been stolen, we will require the following things to be handled by the client immediately within 24 hours of the delivery to assist further:
Police Report Must Be Filed Within 24 Hours- Please file the report and obtain a copy to submit to our customer support team within 24 hours in order for us to be able to provide further assistance on the matter.
Email Customer Support Team Within 24 Hours- Once the police report has been filed, please email our support team right away to notify us of the incident. We will expect a police report to be attached to the email. A replacement of the item will be sent once the police report has been submitted. Please email us at email@example.com .
**A police report MUST be filed for us to be able to help rectify the situation as fast as possible.
Return/Exchange Policy On Sale Items
All items from our “sale” collection are final sale. There will be no refund or exchange for those pieces. No exceptions will be made.
Return/Exchange Policy On Custom Order Items
Items that are in our "Custom Order" category cannot be returned or cancelled for any reason. We often have production delays when making a custom order piece solely because we want to make sure we make a product that is high in quality, style and with the client's best interest in mind. Because of this, we often have to make revisions and the process is lengthened. The ultimate goal is to give nothing short of the best for our clients. Therefore, since custom orders are made specifically for the client, we cannot cancel or take a return for them for any reason.
In the rare instance that you receive a piece that gets damaged in transit, then we will replace it for that same exact item only. No exceptions will be made.
Cancellation Policy During Promotional Sales:
Due to the nature of our business, we will NOT honor any price adjustments due to a sale. The sale promotion is only valid on new purchases during the sale time period.
Further, any order cancellation request during the sale timeframe will incur a 25% cancellation fee which will be deducted from the refund amount. No exceptions will be made.
Cancellation Policy On Orders
Each of our items have the delivery time frame stated in the product description. For any reason, if any item(s) has been put into production, it can be cancelled but with a 25% cancellation fee that will be incured to the client. This fee will be assessed on all cancellations processed after 1 week of the order date -once the customer has placed the order and wishes to cancel the order.
Please note- "Made By Order" items are not carried in our inventory- they are re-made ONLY when a client places an order for them and hence the cancellation fee.