Refund policy
We want you to love your jewelry. If you need to return or exchange your order, we’ve made the process simple.
Refunds
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Refunds are issued to the original payment method.
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Please allow up to 2 weeks after approval for funds to appear.
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Posting times may vary depending on your bank or credit card provider.
Order Changes or Cancellations
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Contact us at info@orchidgems.com or call (213) 689-3237.
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Changes or cancellations are possible before shipping confirmation.
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Once shipped, the order must be returned instead.
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Custom and special orders cannot be canceled or changed.
Damaged or Missing Items
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If your package arrives damaged, refuse delivery or call us immediately.
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Keep all packaging materials until you hear from us.
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Claims for missing or damaged items must be made within 5 days of delivery.
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Orders over $5,000 will incur a 3% restocking fee.
Return Conditions
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Free return shipping applies to rings, loose diamonds, and gemstones (US, Canada, UK, Australia).
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Items must be:
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unworn and in original condition.
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returned with all packaging and certificates (missing certificates: $250 fee each).
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We cannot accept returns on:
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worn, altered, engraved, or custom jewelry.
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How to Return
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Get a Return Authorization Code: request it by phone or email.
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Label your package with this code.
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Package securely: use original packaging, double-box, and do not write “jewelry” on the outside.
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Ship via FedEx office (not drop boxes). Keep the FedEx receipt as proof of insurance.
Processing Time
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Inspections take up to 7 business days once received.
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Refunds are processed to the original payment method.
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Bank wire refunds are issued in USD; timing may vary by institution.
Ring Resize Policy
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US Customers:
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One free resize within 30 days of delivery (except eternity bands).
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Free shipping both ways.
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After 30 days: resizing is available for a fee.
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Vintage and Extraordinary rings may have restrictions (noted online).
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International Orders: free resizing and free returns are not available.
Warranty
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All Orchid Gems pieces include a 2-year warranty.
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Coverage includes: free cleaning, polishing, rhodium plating, and prong tightening.
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Excludes: general wear, misuse, accidental damage, and third-party repairs.
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To use your warranty:
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Request a Return Authorization ID at info@orchidgems.com.
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Provide proof of purchase and ship the item insured.
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Shipping:
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US: fully insured label available for $30 (return shipping to you is free).
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International: customer covers return shipping; we ship back free.
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✨ Tip: Always keep original packaging and certificates for faster service.