Shipping & Returns Policy
Shipping Policy
Domestic Shipping:
- Standard Shipping: We offer standard shipping within the United States. Orders typically take 3-5 business days to process and ship. Delivery times vary based on location but generally take 5-7 business days after processing.
- Expedited Shipping: Expedited shipping options are available at checkout for an additional fee. Expedited orders are processed within 1 business day and typically delivered within 1-2 business days.
- Shipping Costs: Shipping costs are calculated at checkout based on the weight of the order and the shipping method selected.
International Shipping:
- Availability: We ship internationally to most countries. Please note that shipping times and costs vary by destination.
- Shipping Times: International orders typically take 7-14 business days to arrive after processing. Customs processing may cause additional delays.
- Customs Fees: International customers are responsible for any customs duties, taxes, or fees incurred. These charges are not included in the product or shipping costs.
Order Tracking:
- Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can track your order through the shipping carrier’s website.
Lost or Damaged Packages:
- If your package is lost or damaged during shipping, please contact our customer service team at returns@custom24k.com within 7 days of the estimated delivery date. We will assist in filing a claim with the shipping carrier and work to resolve the issue promptly.
Returns Policy
Return Eligibility:
- We accept returns on unworn and undamaged jewelry within 30 days of delivery. Items must be in their original packaging and condition, including all tags and certificates.
Non-Returnable Items:
- Customized or engraved items, sale items, promotional items, and gift cards are not eligible for return.
Return Process:
- Initiate Return: Contact our customer service team at returns@custom24k.com to initiate a return. Provide your order number and the reason for the return.
- Return Authorization: Once your return request is approved, you will receive a return authorization number and instructions on how to return the item.
- Ship the Item: Pack the item securely and include the return authorization number. Ship the item to the provided return address using a trackable shipping method.
- Refund Processing: Once we receive and inspect the returned item, we will process your refund within 7 business days. Refunds will be issued to the original payment method.
Return Shipping Costs:
- Customers are responsible for return shipping costs unless the item was received damaged or incorrect. In such cases, we will provide a prepaid return shipping label.
Exchanges:
- We do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order.
Refund Exceptions:
- Refunds may be denied if the returned item does not meet the return eligibility criteria or is received damaged due to improper packaging.
Contact Information:
- For any questions or concerns regarding our shipping and returns policy, please contact us at returns@custom24k.com.