Refund policy

Unfortunately I cannot accept returns of any bespoke items. This includes stock orders where the stone colours have been customised by you or a piece has been engraved.

We have a 14-day return policy on all stock pieces except for earrings which cannot be returned. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact me at info@genevieveschwartz.com. If your return is accepted, I’ll send you a return shipping label, as well as instructions on how and where to send your package. Please ensure you include the order number in your package. Items sent back without first requesting a return will not be accepted and will be returned to you.

You can always contact me for any return question at info@genevieveschwartz.com

 

Damages and issues

Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like earrings (for health and safety), custom products (such as special orders or personalised items), and any bespoke items or custom orders. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
I will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Repairs
I am happy to repair, refinish and clean my pieces whenever possible. Each repair must be assessed by a member of the team on a case-by-case basis and may be subject to a fee. You will be notified of the fee before any repairs are carried out. Repairs generally take 2 to 4 weeks but may take up to 8 weeks, depending on the complexity. 

To initiate a repair, please get in touch with me at info@genevieveschwartz.com where I will provide you with information and the return address. Please do not ship anything to us without contacting us first. I am not responsible for items returned without prior notification. 

Repairs should be shipped 'Tracked and Signed for' with full insurance. Once your repair has been shipped, please share your tracking information so I can ensure I receive it.