Returns and Exchanges

Return and Exchange Policy

If you are not satisfied with your purchase for any of the following reasons, simply return or exchange it within 30 days.

1. There is a manufacturers defect (e.g. gemstone is missing or hook for bracelet is broken)

2. It does not meet the specification of your order (e.g. wrong ring size or incorrect chain length from order)

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Most orders can be exchanged or returned by phone — for returns under $1,000, please contact us via email. 

Please note our return and exchange policy timelines begin when your purchase is available for shipment.

What products aren't eligible for return?

• Orders outside of our 30-day return policy (including Layaway orders).

• Rings that have been resized or modified.

• Engraved fine jewelry. Please note that while you can return an engraved ring, we charge $50 to remove the custom engraving.

• Personalized fine jewelry such as name necklaces.

• Items that have been previously exchanged.

• Custom designed jewelry.

• Any orders that were altered while in process.

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Returns & Exchanges By Phone

A return or exchange can be initiated by phone for all eligible orders. This includes unworn products shipped from any address (within and outside of the US). Please call us at 1-305-890-1607 to start the process.

Instructions for Returns & Exchanges:

1. Call Us at 1-305-890-1607 We will email a return shipping authorization number and provide a free UPS return shipping label.

2. Pack Your Jewelry.

   1. Place your jewelry back in the original packaging. If you do not have the original packaging, please include the ring/jewelry box inside a small UPS Priority box and seal it. Place the small UPS Priority box inside a medium UPS Priority box.

   2. Make sure promotional gift(s) with purchase are included. 

   3. Seal the box and mark out any old addresses or bar codes.

   4. Write your shipping authorization number on the outside of the box (information can be found in your return confirmation email).

   5. Affix the UPS label to the outside of the box.

3. Return Your Package.

   1. Find a UPS by first searching for your zip code and then filtering to “Shipping assistance.”

   2. Obtain a UPS receipt to confirm that the item has been shipped – this receipt will act as proof of insurance. AV Luxury Gems and UPS are not responsible for packages left in UPS Drop Boxes or Non-UPS Staffed locations.

Please note, full insurance is guaranteed when you use our free shipping label and follow packaging instructions – including double boxing your return package.

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Refunds

Once your order is returned, our Quality Assurance team will receive and inspect your item(s) to ensure they are in unworn condition and verify that all promotional gift(s) with purchase are present before issuing a refund.

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Resizing

Within 30 days, we will resize your ring for free, including free shipping both ways. The 30-day policy begins when your purchase is first available for shipment.

What rings cannot be resized?

• Eternity rings cannot be resized due to their design, as such please download our free ring sizer before placing your order.

• Custom, modified, and engraved rings can be resized but are subject to resize fees.

Outside of the 30-day free resize period, rings can be resized for a fee. That fee will depend on the new size required.

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Instructions:

1. Call Us at 1-305-890-1607. We will email a return shipping authorization number and provide a free UPS return shipping label.

2. Pack Your Jewelry.

   1. Place your jewelry back in the original packaging. If you do not have the original packaging, please include the ring/jewelry box inside a small UPS Priority box and seal it. Place the small UPS Priority box inside a medium UPS Priority box.

   2. Make sure promotional gift(s) with purchase are included.

   3. Seal the box and mark out any old addresses or bar codes.

   4. Write your shipping authorization number on the outside of the box (information can be found in your return confirmation email).

   5. Affix the UPS label to the outside of the box.

3. Return Your Package.

   1. Find a UPS location by first searching for your zip code and then filtering to “Shipping assistance.”

   2. Obtain a UPS receipt to confirm that the item has been shipped – this receipt will act as proof of insurance. AV Luxury Gems and UPS are not responsible for packages left in UPS Drop Boxes or UPS Staffed locations.

Please note, full insurance is guaranteed when you use our free shipping label and follow packaging instructions – including double boxing your return package.

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Comparative Purchasing

Comparative purchasing is purchasing multiple products with the intent of keeping one and returning the remainder. To maintain the high quality of our pieces and keep our prices competitive, comparative purchasing is not allowed. If we suspect an order is comparative, it may be blocked from shipping or returning.

Gift Cards

Gift cards are non-transferrable and cannot be returned or redeemed for cash. Any unused balance will remain available for future purchase under the same gift card reference code. AV Luxury Gems is not responsible for stolen or misplaced gift cards.