Returns Policy

Returns & Exchanges

We want you to love your Conture piece. If something isn't right, we make it easy to return, exchange, or get a replacement — no runaround, no nonsense.

The Short Version

Return window: 30 days from the date your order is delivered.
Exchanges: Unlimited within 30 days. We cover shipping on exchanges.
Refund timeline: 5–7 business days after we receive your item.
Damaged or wrong item: Contact us within 48 hours. We fix it at zero cost to you.
Custom orders: Non-returnable (see below).

How to Start a Return or Exchange

The entire process is handled by email — no return portals, no forms, no waiting on hold.

Email charlesscalesmoney@gmail.com with your order number, the item you're returning, and the reason. Photos help but aren't required for standard returns.
We review within 24–48 hours (business days) and send you a Return Authorization (RA) number plus shipping instructions.
Pack the item securely in its original box with all certificates and accessories included. Write your RA number on the outside of the package.
Ship it back using any tracked carrier. We strongly recommend tracking — we can't be responsible for packages lost without it.
We inspect and process within 2 business days of receiving your return. Refunds go back to your original payment method. Exchanges ship same day we receive yours.

Return Eligibility

To qualify for a refund, your item must meet all of the following:

Returned within 30 days of delivery
Unworn and unused — no signs of wear, perfume, lotions, or skin contact
In original condition — no scratches, tarnish, bends, or alterations
Includes original packaging: gift box, pouch, GRA certificate, and any cards
Return Authorization number obtained before shipping

Non-Returnable Items

Custom and personalized orders — engraved, resized to specification, or built-to-order pieces
Final sale items — any item marked as final sale at checkout
Items showing wear or damage — we photograph every piece before it ships, so condition can be verified
Returns requested after 30 days — no exceptions unless covered by our Lifetime Warranty

Exchanges

Want a different size, metal color, or style? Exchanges are easy and we cover the return shipping label when you're exchanging for another Conture piece.

Email charlesscalesmoney@gmail.com with your order number and what you'd like to exchange for. We'll send a prepaid label and ship the replacement as soon as we receive your return.

Damaged, Defective, or Wrong Item

This happens rarely — but when it does, we take full responsibility.

Your order number
Photos of the item and packaging
A brief description of the issue

We will either send a replacement immediately or issue a full refund — your choice. You do not need to return damaged items in most cases.

Lifetime Warranty Claims

Every Conture piece comes with a lifetime warranty against manufacturing defects. If a stone falls out, a clasp breaks, or plating fails under normal wear — that's covered.

Warranty claims are handled separately from standard returns and have no time limit. See our Lifetime Warranty page for full details on what's covered and how to file a claim.

Refund Details

Refunds are issued to your original payment method only
Processing time: 5–7 business days after we receive and inspect the return
Original shipping charges are non-refundable
Return shipping costs are the customer's responsibility (except exchanges and our errors)
If you paid with a gift card, refunds are issued as store credit

Frequently Asked Questions

Can I return a gift?: Yes. Contact us with the order number (the purchaser's, or the packing slip) and we can issue store credit in your name.
What if I lost the original packaging?: Reach out before returning. We review case by case — missing a small pouch won't automatically void your return, but missing the GRA certificate or gift box may.
How do I know my return was received?: We email you a confirmation within 24 hours of receiving your package.
Can I return multiple orders in one package?: Yes, but include each item's RA number on a note inside. Do not combine returns without notifying us first.
My stone looks different than in the photos. Can I return it?: Yes — moissanite can appear slightly different under different lighting, but if you feel the piece doesn't match the product page, email us and we'll make it right.
I ordered the wrong size. Is that covered?: Yes, size exchanges are fully covered. We'll send a prepaid return label and ship the correct size immediately.

Questions not covered here? Email us at charlesscalesmoney@gmail.com — we respond within one business day, seven days a week.