Scope and Purpose
This return and refund policy applies to all purchases made through Carla Jewelry: https://jewelrycarla.com
Contact Information
For any question about a return or refund, contact our customer service team:
Email: support@jewelrycarla.com
Contact form: https://jewelrycarla.com/pages/contact
We reply within 24 hours on weekdays.
Return Window
You may return your order within 30 days of delivery. Items must be sent back in the same condition in which you received them, with their original packaging.
Lifetime Colour Warranty
We are confident that our jewelry will not lose its colour over time. If a piece ever loses its finish, follow our return instructions and we will send you a brand new replacement. No questions asked.
How to Return an Item
Start your return. Email support@jewelrycarla.com with your order number and the reason for the return.
Wait for instructions. We will confirm your return and send you the correct return address along with step-by-step instructions. Please do not ship anything back before you receive return instructions from us. Packages sent to an unconfirmed address cannot be processed or refunded.
Packaging and Shipping
Pieces must be returned in their original packaging, including the gift box and any accessories. Customers are responsible for safe, trackable shipping back to the return address we provide. If the piece is defective or incorrect, we cover the return shipping and provide a prepaid label.
Return Costs
Customer-initiated returns: You are responsible for return shipping costs when returning an unwanted piece or requesting an exchange.
Approved claims: If the return is due to a defect or an error on our part, we cover the shipping cost. We will either provide a prepaid label or reimburse your return shipping after confirmation. Always contact customer service first.
Exchanges
To exchange a piece for another size or finish, contact us within 30 days at support@jewelrycarla.com. The piece must be unworn and in its original packaging. Once we receive it, we will send the replacement out to you.
Refunds
Once your return arrives and is inspected, we will email you to confirm. Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank or card issuer it can take a further few days to appear on your statement.
Personalised Pieces
Engraved and custom-made pieces are made to order and cannot be returned unless they arrive damaged or incorrect.
Damaged or Incorrect Orders
Inspect your order on arrival. If a piece is damaged, defective, or not what you ordered, contact us straight away with a photo and we will make it right.