Return & Exchange Policy
COVID-19 UPDATE: We are once again accepting returns and exchanges but have a new temporary mailing address we are receiving them at. Please contact Customer Service firstname.lastname@example.org and we will be happy to help you out.
We offer returns on non-customized and non-final sale orders within 30 days for a refund (Canada and US) less any shipping charges. This policy is void if there are obvious signs of wear and tear or misuse. Items considered to be customized include initial necklaces/bracelets/earrings, engraved, or custom made items are not eligible for return or exchange.
Returns are free, however you are responsible for the cost of shipping the product back to VDH Jewelry (includes shipping, duties and taxes if applicable).
Refund Original Shipping Charges, Tax and Duty:
We are not able to refund your original shipping fees on any orders. This includes duties and taxes that may have been paid on it. We are unable to waive or refund these charges even on returns.
These pieces are made just for you and considered final sale. As a result we are not able to refund your purchase. If the item is defective please contact email@example.com with a photo of the problem.
Refunds take between 2 and 5 business days to be processed. If you are sending a product back, the refund will only be applied once the jewelry is confirmed received at Van Der Hout Jewelry via tracked post. You will receive your refund back on your credit card/method of payment. If you do not see your refund within 5 business days please contact firstname.lastname@example.org and we will make sure to correct the issue right away!
We offer exchanges for products of equivalent value or less within the first 30 days of you receiving your order. Before an exchange can be processed the product needs to be shipped back to Van Der Hout Jewelry for which you are responsible for covering all associated costs and we are unable to waive or cover this charge for you. In addition, there is a small fee that is applied to all exchanges for processing and shipping the exchanged item back to you of $25 for all orders in Canada and USA. For Europe, Asia and Australia the fee is $35.
Any damage or issues with a product within the first 30 days VDH will cover all costs associated with fixing/replacing the item. Please email email@example.com right away if there is an issue.
If the 30 day period has expired upon receiving your jewelry and you require a repair, please send a detailed email to firstname.lastname@example.org with what you would like fixed/altered and we will provide an estimate for VDH to do the repairs. Note the cost of shipping the item to VDH must be covered by the customer.
Items purchased during a preorder period are not eligible for cancellation at any point prior to shipping. Our standard refund and exchange policy does apply from when you receive your item.