Refund & Return Policy

We don’t offer refunds in any case.

We only accept returns if your order arrives damaged upon delivery, if we have shipped the wrong item, or if your order is lost in transit and cannot be re-shipped.

In such cases, you may request a resolution within 14 days of delivery, and we will review your claim. At our sole discretion, we may provide a repair, exchange or replacement depending on the circumstances.

To qualify, items must be returned in their original condition, unopened, and with all packaging intact.

Please note that manufacturing timelines (typically 3–4 weeks) are estimates only. Delays may occur due to material availability, design changes, manufacturing complexities, or global shipping issues. These do not constitute grounds for cancellation or refund.

All CAD Designs are strictly non-refundable, regardless of whether you choose to proceed with the manufacturing of your custom order or not. Once a CAD Design has been created, our design team has already invested significant man-hours, expertise, and labor into developing your custom piece, which represents a substantial portion of the work required. For this reason, the CAD Design fee is non-refundable under any circumstances.

Please note: Any replacement, or return is subject to approval and handled at our sole discretion.

Custom Orders

All custom jewelry orders are non-refundable once production has started, as each piece is made specifically for the client.

Production timelines (typically 3–6 weeks) are estimates only. Delays may occur due to material availability, design changes, manufacturing complexities, or global shipping issues. These do not constitute grounds for cancellation or refund.

Progress photos and updates are provided when available but are not guaranteed as part of the contract.

By placing a custom order, you grant IceCartel the right to use images/videos of the manufactured piece for marketing and portfolio purposes unless otherwise agreed in writing.

YOU CAN RETURN YOUR ORDER, IF:

Your order arrives broken or damaged.
If your order arrives damaged, you can send it back to us for repairs, OR you can take it to your local jeweler and we will cover all fees associated with the repair.
You received the wrong item, size, or color.
You can return the item for free, and we’ll send you the correct item.

YOU CANNOT RETURN YOUR ORDER IF:

You purchased the wrong size.
If your necklace or bracelet is too small, You can purchase extra links from us and take the item to a local jeweler who can extend it. If your necklace or bracelet is too big, you can take it to a local jeweler and they can shorten it. If your ring does not fit, you can take it to a local jeweler for resizing.
You do not like the item due to any personal reasons
We are not responsible for any of your personal reasons.
The item is scratched, discolored, or tarnished AFTER delivery.

We are NOT responsible for any damage that occurs during wear or as a result of improper care. Customers are responsible for properly maintaining their jewelry, including avoiding chemical exposure, cleaning with a soft cloth after wear, and storing items in a dry, low-humidity environment (preferably in an Staunch The jeweller Jewelry Box). If an item scratches, tarnishes, or fades over time, it can typically be restored through professional replating by a local jeweler.

Additionally, we do not recommend wearing your jewelry in gyms, pools, or during swimming, as high-impact activity and moisture can cause unnecessary damage.

You fail to pay tariffs, customs duties, or import fees on your purchase.

Orders held, abandoned, or destroyed by customs due to unpaid tariffs or import duties are not eligible for refund or replacement. Please check with your local customs office before purchasing.

Diamonds fall out or become loose AFTER delivery.

If diamonds become loose, we can ship you some additional diamonds, and you can take the item to a local jeweler who can fix it for you. If your order arrives with manufacturing defects, we can repair it for free or cover all fees associated with the repair at your local jeweler.

Your chain twists, gets tangled, or does not sit right.

It’s normal for chains and necklaces to twist or get tangled. To avoid this, you need to first lay the necklace flat on a table, then pick it up from both ends and without twisting, lock it behind your neck. It may take a few tries, but doing this will make sure your chain sits correctly and straight. Here is a YouTube tutorial video that explains this process.

The bail of your pendant does not fit your chain or necklace.

You can purchase a new bail from us and take it to a local jeweler for fitting.

Your product didn’t arrive within the estimated delivery time.

While we strive to provide accurate delivery estimates, we rely on third-party shipping companies for delivery services. As such, we cannot offer refunds for packages that do not arrive by the estimated delivery date.

Production Time Extension Policy

We reserve the right to extend the production time of our products if we deem it necessary, especially for custom-made or made-to-order items. The production time heavily depends on the complexity of the product. If your item takes longer to produce, it’s because we are committed to delivering the highest quality jewelry and ensuring that our clients’ expectations align with the final product. We do not offer refunds if the production process extends beyond the estimated time.

Claiming your jewelry is not “real gold” or “14k white gold”.

We offer both solid gold and gold-plated products, clearly stated in the product details. Please carefully review each product description before making a purchase. Refund claims such as “this product is not real gold” for gold-plated purchases are not valid.

Furthermore, all product descriptions are provided based on manufacturer-supplied information. Unless otherwise specified, jewelry described as “14k white gold plated” or “gold plated” refers to a decorative metallic coating applied for color and finish. In some cases, the final layer may consist of rhodium plating over sterling silver or other metals, consistent with standard industry practices for premium white finishes.

Due to variations in supplier production and surface finishing, the exact metal composition or layering sequence may
vary. Staunch The Jeweller does not guarantee the presence of any specific precious metal layer or karat rating beyond what is
disclosed above. All product listings are provided in good faith based on manufacturer specifications at the time of
listing.

Your order processing or manfuacturing is delayed

Please note that manufacturing timelines are estimates only. Delays may occur due to material availability, design changes, manufacturing complexities, or global shipping issues. These do not constitute grounds for cancellation or refund.

If you encounter any of the problems above, please contact us for assistance.

Your order shipping is delayed

Please note that our standard shipping timeframe is 3–7 business days. However, delays may occur due to carrier issues, customs, holidays, or global disruptions. These circumstances are outside of our control and do not constitute grounds for cancellation or refund.

If you experience a shipping delay, please contact us and we will do our best to assist you.

HOW TO RETURN YOUR PURCHASE

To allow us to resolve your request as quickly as possible, we’ve implemented a quick & simple returns process online. Follow the steps below to process your return.

To start your return, please contact our customer support.

Our team will review your request within 1-2 business days and get back to you.

If approved, we will send you a prepaid return label that you can use to return your order.

Print your return label and attach it to the outside of your shipment.

Done! Your return is now ready to be taken to your chosen drop-off point.

Please declare the value of the return shipment at $60-$80, otherwise you might be required to pay the tax associated with import/export.
All items must be in the original packaged condition for us to accept your return.If your order is returned to us without all of the original packaging, your exchange or refund will not be processed.

We are NOT responsible for returns that are lost during transit. We will not compensate your return if it does not reach us.

We do not cover shipping fees for any returns.

We only accept returns shipped by USPS/DHL. Please send us the tracking number as soon as possible so our team can locate your shipment as soon as possible.

HOW LONG DOES IT TAKE TO COMPLETE A REFUND?

We aim to process your refund within 5 working days from receipt of the return to our warehouse. After we have sent your refund, you will receive an email notification.

Please note it can take a further 5 working days for the funds to clear into your account. This processing time depends on your bank so please contact them directly if 5 working days have passed and you have not received the funds.

The refund will only be processed to the same credit card / payment method that was used by the customer for making the purchase.

CAN I EDIT OR MAKE ADJUSTMENTS TO MY ORDER AFTER PURCHASING?

We are unable to cancel or edit an order after it’s been placed, as they are sent to manufacturing within minutes of being placed. We can’t make adjustments to any items that are already in manufacturing.

IMPORTANT NOTE: Please be aware that once an order is placed, it cannot be canceled, even if you contact us immediately after purchase.

STOCK AVAILABILITY POLICY

In rare cases, an item listed as “in stock” may be sold out at the time you place your order. If this occurs, we will prioritize restocking your item and fulfilling your order as soon as possible.

Please note that we cannot offer refunds in such cases, as your order will automatically be entered into the manufacturing or fulfillment queue. Your patience is appreciated while we work to restock and deliver your item promptly.

In these cases, we may also deliver your order with multiple shipments.

ORDER CANCELLATION & REFUND FEES

If you wish to cancel your order after it has been placed, we may charge a cancellation fee of 10–20% of the order total to cover processing, packaging, logistics, and payment handling costs.

If the order has already been shipped, additional shipping costs may apply and cannot be refunded.

This fee helps us offset the operational costs associated with preparing your order.

By placing an order, you agree to these terms.