Returns Policy
Returns & Exchanges
If something isn't right, we make it easy to return, exchange, or replace. No runaround.
The short version
- Return window
- 30 days from the date your order is delivered.
- Exchanges
- Within 30 days. We cover return shipping on exchanges for another Conture piece.
- Refund timeline
- 5–7 business days after we receive and inspect your item.
- Damaged or wrong item
- Contact us within 48 hours of delivery. We fix it at no cost to you.
- Restocking fee
- None.
How to start a return or exchange
- Email charlesscalesmoney@gmail.com with your order number, the item, and the reason.
- We respond within one business day with a Return Authorization number and shipping instructions.
- Pack it securely in the original box with the GRA report and any accessories. Write your RA number on the outside.
- Ship it back using any tracked service. We can't be responsible for packages lost without tracking.
- We inspect and process within 2 business days of receiving it. Refunds go to your original payment method.
Return eligibility
To qualify for a refund, your item must be:
- Returned within 30 days of delivery
- Unworn — no signs of wear, perfume, lotion, or skin contact
- In original condition — no scratches, bends, or alterations
- Complete with original packaging and GRA report
- Accompanied by a Return Authorization number obtained before shipping
Not returnable
- Items marked final sale on the product page and at checkout
- Items showing wear or damage from use
- Requests made more than 30 days after delivery
Damaged, defective, or wrong item
Email charlesscalesmoney@gmail.com within 48 hours of delivery with your order number, photos of the item and packaging, and a short description. We'll send a replacement or issue a full refund — your choice. In most cases you won't need to send the damaged item back.
Cancellations
Email us as soon as possible. If your order hasn't shipped, we cancel and refund it in full. Once it has shipped, treat it as a return.
Warranty claims
Manufacturing defects — stone loss from a faulty setting, clasp failure, chain breakage — are covered by our limited lifetime warranty and handled separately from returns. Plating wear is not covered. See our Limited Lifetime Warranty for the full terms.
Refund details
- Refunds go to your original payment method only
- Processing takes 5–7 business days after we receive and inspect the return; your bank may take a few days more to post it
- Original shipping charges are non-refundable
- Return shipping is the customer's responsibility, except on exchanges and on our errors
Common questions
- Can I return a gift?
- Yes. Send us the order number from the packing slip and we'll issue store credit in your name.
- What if I lost the original packaging?
- Email us before returning. We review case by case — a missing pouch won't void your return.
- I ordered the wrong size. Is that covered?
- Yes. Size exchanges are covered and we pay the return shipping.
- The stone looks different than the photos.
- Moissanite reads differently under different lighting — that's normal. But if the piece doesn't match its product page, email us and we'll make it right.
Questions not covered here? Email charlesscalesmoney@gmail.com.