Returns and after-sales

Ready-to-ship orders may be returned if the request reaches us within 3 calendar days of delivery. The clock starts on the delivery date reported by the carrier, not the order date.

Requests after that window, or parcels returned without authorisation, cannot be accepted for a refund.

• Eligible: Unworn, unused and unaltered, with tags and protective packaging intact and the piece resaleable as new.
• Not eligible: Pieces that have been worn, washed, resized, engraved to your design, or returned without their original packaging.
• Why it is strict: Wholesale stock goes straight to your shelf, so we can only restock pieces that can be sold again.

• How to request: Email us — do not ship anything back before you have authorisation, or we cannot trace the parcel.
• Our reply: Within 1 business day you get a reply; the decision on your case follows within 2 business days.
• Ship-back deadline: Within 3 calendar days of approval, with the tracking number sent to us.
• Late returns: Parcels shipped after the deadline may be refused or credited at our discretion.

• Restocking fee: None on qualifying standard ready-to-ship returns.
• Return freight: Paid by the buyer.
• Original shipping: The shipping you paid on the original order is not refunded.
• Customs or duties: Any import charges raised on the return are the buyer's responsibility.

These are not treated as change-of-mind returns. Report them within 3 calendar days of delivery with the quantity affected and photo evidence — video only where the fault is intermittent or mechanical.

• Report window: Within 3 calendar days of delivery.
• What to send: Order number, SKU, quantity affected, a photo of the issue and of the packing.
• Your choice: Once responsibility is confirmed, choose a replacement or a refund.
• Freight: We cover the return freight and the cost of reshipping.
• Refund timing: Started within 5 business days of the return arriving and passing inspection.

• When it starts: Within 5 business days of the return being received and inspected.
• How it is paid: Back to the original payment method — card, PayPal or the channel the order came through.
• What is deducted: Only the original shipping cost, when the return is a change of mind. Nothing else.
• Bank timing: Your bank's own posting time is outside our control; card refunds often take a further 3–5 business days to appear.

For hygiene reasons, earrings and body jewelry can only be returned if the seal is unbroken and the piece has not been worn or fitted. Opened or worn pieces cannot be accepted for a change-of-mind return.

Quality faults are handled separately under the fault section — the hygiene rule does not remove your rights on a defective piece.

Custom manufacturing runs are made to your specification and cannot be returned or cancelled after production starts. That includes your own designs, engraved pieces, and private-label packaging.

If a custom order arrives with a quality fault or does not match the approved sample, contact us and we will put it right — a remake or a credit, depending on the case.

• Order number and the SKU or style name.
• Quantity you want to return or report.
• A short description of the issue, or the reason for the return.
• Photos of the piece and, for faults, of the packing it arrived in.
• Video only where the problem is hard to see in a still, such as a loose clasp.

• First response: Every request is acknowledged within 1 business day.
• Escalation: If nothing is resolved after 2 business days, ask for the case to be passed to a manager.
• Then what: You get a proposed resolution, or a clear next step with a date, within 5 business days.

Send authorised returns to:

Return address
US Jewelry Wholesale
3802 Main Street, Suite 3
Chula Vista, CA 91911
United States

Put the return authorisation number on the outside of the parcel. Unmarked parcels slow down inspection.

• If we refuse a return or deduct an amount, we tell you why and send the evidence with it.
• You can add photos, tracking records or carrier statements at any point during the review.
• We do not make a final deduction decision without giving you the reason first.