To be eligible for a refund or exchange, your item (and any gift boxes or decorative packaging) must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Some items are not eligible for refund or exchange. These are detailed below but the common ones are engraved items, custom items, and Austrian Crystal roses. Shipping charges are not refundable. If in doubt, contact us and we'd be happy to answer your questions.
Our complete return policy can be found below.
To start a return, you can contact us to request a return authorization. If your return is accepted, we'll send you a return authorization and instructions on how to return the item. Please do not return your item without authorization or it may be be returned to you and you may incur additional return shipping fees.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Please allow 5-10 business days from the date of delivery at our warehouse for your return to be processed (additional processing time may be required during peak times including Winter Holidays, Valentine's Day, and Mother's Day)
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.
You can always contact us for any return question.
Certain types of custom or special order items cannot be returned or exchanged, for instance:
Additionally, we cannot accept returns or offer refunds on:
We insure every package for damage, loss or theft from the time you place your order until the time the items is marked as delivered by the carrier. We do not cover loss or theft once the package is marked as delivered.
Damage must be reported within one week of receipt of the shipment. We may require photos of the damaged item and the packaging. The item and packaging may need to be returned or made available for inspection, so please preserve everything you receive.
In the event of shipping damage or loss we will replace the item. Replacement orders will be sent using standard ground service. If the item is no longer available or cannot be replaced, we will issue a refund for the item.
Shipping fees paid are not refundable. For orders with free shipping, we will deduct our actual cost of shipping the item to you from any refund. No shipping deduction will be made on exchanges; however, replacement packages will be shipped via ground service.
In the event your item arrived damaged, defective, or if we mistakenly sent the wrong item we will provide a prepaid shipping label to return the item to us.
In all other cases, the cost of return shipping is the responsibility of the customer. Upon request, we would be happy to provide you a prepaid label to return the item to us. For refunds, the cost of the prepaid label will be deducted from your return. For exchanges, we will collect additional payment for this label at the time the label is provided.
In all cases, including damaged and defective items, it is the customers responsibility to tender the item to the carrier (UPS, USPS, etc.). We do not offer package pickup service.