Refund and Returns Policy

RETURN & EXCHANGE POLICY

Late Delivery: While we work hard to ensure all orders arrive on time, delays can happen due to shipping carrier issues or unforeseen events. We cannot guarantee delivery by a specific date and are unable to provide refunds for orders that arrive later than expected, including for birthdays, holidays, or other special occasions. Once your order has been shipped, it cannot be modified or canceled.

Final Sale Items: Please note that all sale items are considered final sale. We do not offer refunds, exchanges, or replacements on discounted products.

Damaged or Defective Items: If your item arrives damaged or defective, please contact us within 7 days of delivery with photos and order details. We’ll be happy to help resolve the issue.

All CAD design purchases are final and non-refundable. If you choose not to proceed with creating your pendant, the deposit is non-returnable.

CONDITIONS FOR RETURNS:

• Your order arrives broken or damaged:
  If damaged upon arrival, you can send it back to Glacivelli for repair, or visit a local jeweler—we’ll cover the repair costs.
• You receive an incorrect item, size, or color:
  Return the item at no cost, and we’ll ship the correct one to you.

CONDITIONS WHERE RETURNS ARE NOT ACCEPTED:

• You ordered the wrong size:
  For necklaces or bracelets that are too small, additional links can be purchased from Glacivelli and fitted by a local jeweler. If too large, a jeweler can shorten them. Rings can be resized locally.
• You dislike the item for personal reasons:
  Glacivelli is not accountable for personal preferences.
• Damage occurs after delivery (scratches, tarnishing, etc.):
  We’re not liable for wear-and-tear damage. Visit a local jeweler for replating to restore its shine.
• Diamonds loosen or fall out after delivery:
  Glacivelli can provide replacement diamonds, which a local jeweler can set for you.
• Chains twist or tangle:
  This is common with necklaces. Lay the chain flat, lift it by both ends without twisting, and clasp it. Watch this YouTube tutorial for guidance.
• Pendant bail doesn’t fit your chain:
  Purchase a new bail from Glacivelli and have it fitted by a jeweler.
• Delivery is delayed beyond the estimated time:
  Shipping relies on third-party carriers, so refunds aren’t offered for late arrivals.
• Production takes longer than expected:
  For custom or made-to-order items, Glacivelli may extend production time to ensure quality. Refunds aren’t available for delays.
• Claims about gold authenticity:
  Glacivelli offers both solid gold and gold-plated items, specified in product descriptions. Review these details before buying—refunds won’t be issued for misunderstandings.

For issues, reach out via our return portal!

RETURNING YOUR ITEM

Here’s our streamlined online return process:

1. Visit the Glacivelli return portal.
2. Fill out and submit the return form.
3. Our team will respond within 1-2 business days.
4. If approved, you’ll receive a prepaid USPS return label.
5. Print the label, attach it to your package, and drop it off at a USPS location.

Declare the shipment value as $60-$80 to avoid import/export taxes. Items must be returned in their original packaging, or the return won’t be processed. Glacivelli isn’t responsible for lost returns or shipping costs. Provide the USPS tracking number promptly.

REFUND PROCESSING TIME

Refunds are processed within 5 business days of receiving your return at our warehouse. You’ll get an email confirmation once issued. Funds may take an additional 5 business days to appear in your account, depending on your bank. Refunds go back to the original payment method.

ORDER CHANGES

Once placed, orders cannot be modified or canceled, as production begins immediately.