Policy Overview
At The Jewelry Vault, transparency is the foundation of everything we do. Every piece we sell is clearly described so you always know exactly what you are buying. If something is not right, this policy outlines your options plainly and honestly.
- Return Window: Return requests must be initiated within 7 days of the delivery date.
- Exchange & Store Credit Window: Exchange and store credit requests must be initiated within 7 days of the delivery date.
- Condition Requirement: All items must be unused, unworn, and in original condition with valid proof of purchase.
All requests must be submitted before the eligibility window expires. Requests made after 7 days will not be accepted.
Refunds
Refunds are available in the following situations only:
- You received the wrong item — the piece delivered does not match what you ordered
- Your item arrived damaged — the piece arrived in a condition not caused by you
For all other non-defective returns, a 15% restocking fee will be deducted from the refund total. Original shipping costs are non-refundable.
Contact us within 7 days of delivery with your order number and photos clearly showing the issue. Once we receive and inspect the returned item, approved refunds are issued to your original payment method within 3–5 business days. Please allow 3–10 business days for the refund to reflect on your statement.
Exchanges
If you would like to exchange your piece for a different item, we are happy to help — provided the following conditions are met:
- The request is initiated within 7 days of the delivery date
- The item is unused, unworn, and in its original condition
- Valid proof of purchase is provided
Exchanges are processed within 3–5 business days of us receiving and inspecting the returned item. If the replacement item is higher in value, you are responsible for the difference. If it is lower in value, the difference will be issued as store credit.
Store Credit
Store credit is available as a resolution option in the following cases:
- The item you want to exchange for is no longer available
- You prefer store credit over a direct exchange
- A refund is not applicable but the return is approved
Store credit is issued at the full purchase price of the returned item (minus any applicable restocking fee for non-defective returns) and can be applied toward any future purchase at The Jewelry Vault. Store credit does not expire.
Non-Returnable Items
The following items are final sale and cannot be returned, exchanged, or credited under any circumstances:
- Earrings — for hygiene reasons, all earring sales are final
- Custom or resized pieces — any item that has been altered, engraved, or customized to your specifications
- Final sale and discounted items — any piece marked as final sale or purchased at a discounted promotional price
- Gift cards — all gift card sales are final and non-refundable
These exclusions are clearly noted at the time of purchase so there are never any surprises.
How to Initiate a Return or Exchange
- Contact us within 7 days of delivery — reach out via email or phone with your order number, the reason for your request, and photos if applicable.
- Receive approval and instructions — we will review your request and respond within 2 business days. No items should be shipped back until you have received written approval from us.
- Ship your item back — once approved, send your piece via FedEx or UPS with tracking and insurance. Return shipping costs are the customer's responsibility. We are not responsible for lost, stolen, or undelivered return shipments. Please keep your tracking number on file.
- We inspect and process — once we receive and inspect your returned item, your refund, exchange, or store credit will be completed within 3–5 business days.
Order Cancellation Policy
We begin processing orders quickly to ensure fast delivery. Please review the following before requesting a cancellation:
- Orders cannot be canceled once they have entered fulfillment or have been shipped
- Approved cancellations will receive store credit only — refunds are not available for canceled orders
- Cancellation is not guaranteed once order processing has begun
- To request a cancellation, contact us immediately after placing your order — the sooner you reach out, the better the chance we can accommodate it
Important Notes
- Packaging: Items must be securely packaged for return. Damaged returns due to improper packaging may be rejected.
- Shipping Responsibility: The Jewelry Vault is not responsible for lost or damaged return shipments. Always ship with tracking and insurance.
- Policy Abuse: Abuse of return privileges may result in refusal of future return or exchange requests.
- Our Discretion: The Jewelry Vault reserves the right to deny any return, exchange, or store credit request that does not meet the conditions outlined in this policy.
- Restocking Fee: A 15% restocking fee applies to all approved non-defective returns and will be deducted from the refund or store credit total.
Ready to start a return or have a question? We are here to help.
Email: sales@jewelry-vault.com | Phone: (520) 222-6654