Returns & Exchanges
Friendly Reminder
While we deeply appreciate our customers, we have zero tolerance for threats, harassment, rudeness, or racism directed towards our staff or brand. Any customer exhibiting this behavior will be refused service. We are a team of hardworking moms, military spouses, respectable designers, and professional jewelers, dedicated to providing a great shopping experience. We ask that you DO NOT discriminate, disrespect, or harass any of our shoppers or staff if you encounter any issues with your order.
Your Order & Our Policies
Contact Us First!
If you have any questions or experience issues with your order, please contact our team as soon as possible. Our primary goal is to address any concerns you may have directly.
Production Times for Handcrafted Pieces
Most of our jewelry is meticulously handcrafted. Production times typically range from 3 to 20 business days, depending on design complexity and custom requests. Please consider this timeframe when placing your order.
Avoiding Chargebacks and Friendly Fraud
We understand unforeseen issues can arise. If you have concerns about production time, or if this information wasn't clear before ordering, we kindly ask that you reach out to our team for a resolution instead of filing a chargeback or dispute. We would be pleased to cancel your order and issue a direct refund. Please be aware that our legal team diligently monitors all chargebacks and instances of friendly fraud. Our aim is always to find a direct and satisfactory solution, avoiding unnecessary disputes.
Free Ring For Your Wedding Program
As a token of our appreciation, we offer a special program for U.S. military servicemen and women, as well as those facing financial hardship. Please contact our team for more details on how to receive a complimentary ring.
Craftsmanship
Most of our jewelry is made-to-order and requires up to 20 business days to create. Each piece is handcrafted with love to last a lifetime, often involving CAD drawings, unique wax, molds, and one-of-a-kind stones. Simple pieces and ready-to-ship items do not require CAD.
Fine Jewelry (Solid Gold)
All of our fine jewelry pieces crafted in real gold and precious stones are made to order. Our team begins hand-making your fine jewelry within 24 hours of credit verification. All made-to-order fine jewelry items are final sale and not eligible for return or exchange. By placing an order, you agree to these terms.
Returns & Exchanges
14-Day Money Back Guarantee
We want you to feel comfortable and confident. If for any reason you're not satisfied with your regular purchase, you may return or exchange the unused item in its original condition as long as you contact us within 14 days from the delivery date.
All sales are final for custom-made-to-order jewelry, fine jewelry (solid gold), VIP orders, and pieces under our Flash Sale/Clearance/Sale collection. If an error was made by us, we will either reship a new one or issue a refund (you keep the item unless inspection is required). Please note that this guarantee takes effect only upon delivery receipt of your order.
Return Conditions:
- Returns must be initiated within 14 days from when the original order was received.
- Items must be returned with the tag intact and unused.
- Only items returned with authorization will be processed.
- All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
- Any promotional gifts received must be included; otherwise, their retail price will be deducted from the refund.
- The original jewelry box must be included.
- Refunds can be processed in full via store credit or with a 25% restocking fee if refunded via original payment. This fee applies to approved returns with no quality issue or if the product was simply not liked in person, covering production and our standard shipping cost. Returning the item is at your own expense.
- Any paid shipping fee (e.g., Priority Shipping) is non-refundable.
- Free returns apply only to items with issues or if the error was made by us.
- Customers must use a shipping method with tracking. Returns or exchanges without a tracking number and approved RMA# will not be processed.
- Merchandise is enlarged on our website to show detail; actual size may vary slightly but will match posted descriptions. Returns are not accepted unless we made a design error.
- Any item(s) returned that are not listed under your RMA number will be disposed of for safety reasons.
Natural Diamond, Lab-Grown Diamond, Custom Gemstone, Solid Gold & Platinum Returns
For jewelry containing natural diamonds, lab-grown diamonds, custom-cut gemstones, solid gold, or platinum:
- To qualify for a refund, all loose stones and precious metal components must be returned with the jewelry.
- If any stones or metal components are missing, their replacement value will be deducted from your refund.
- These materials are considered valuable components of your purchase and must be returned to process a complete and accurate refund.
- Please ensure the piece is securely packaged to prevent damage or loss during transit.
- See additional information below.
Exchange Conditions:
- Exchanges must be initiated within 14 days from when the original order was received.
- The original item must be returned first with the tag intact and unused.
- Faded plating, bent metal, and missing stones due to daily activities, heavy impacts, alterations, heavy lifting, or customer-caused damage are not considered quality issues and cannot be accepted for returns or exchanges.
- To exchange for a new size or a different design, a resizing/exchange fee of 25% will be assessed. This fee covers shipping and part of the materials/labor for your new custom request.
- Free exchanges apply only to items with issues or if the error is made by us.
- Customers must use their own shipping label with tracking. Exchanges without a tracking number will not be processed.
- For approved exchanges with a price difference, refunds can only be issued via store credit.
How to Return an Item
All return requests must be approved by our team for faster refunds or exchanges. Please take a photo of the item(s) you want to return for approval. An RMA# will be generated once it meets our return policy. Note: Please do not return your order to the address on your package. That is not our return address and will affect processing.
A prepaid return label will be provided at our expense only for qualifying issues, such as a craftsmanship issue or an error in your order. For returns originating within the USA, a free return label will be provided. International customers are responsible for arranging and paying for their own return shipping, except in cases where the return is due to our mistake.
Custom/Made-to-Order Jewelry Returns
All sales are final for these items. Jewelry with unique customization (inscriptions, personalized names, photos, etc.) cannot be returned or exchanged. All VIP purchases are also final sale. If the error was made by us, we will send you the correct order or issue a refund. You keep the item unless inspection is needed.
Return Labels
Yes, we provide free return labels for items damaged in transit or incorrect shipments. If you made an error (e.g., incorrect item, color, wrong size) or simply did not like the item, you are welcome to return it within 14 days with the tag intact and all accessories, but the shipping label will be at your own expense.
Issue with Your Product?
We've got you covered 100%! To determine the best solution, please email support@evaninaomijewelry.com a photo or a short video of the product. Once the issue is confirmed, we will reship or issue a full refund ASAP. You keep the item unless an inspection is needed.
Repair Services & Lead Times
We're happy to offer repair services for items outside of their warranty coverage. Please note that repairs are subject to a quotation based on the specific work needed.
Repair lead times can range from 3 to 20 business days, or potentially longer. The exact timeframe depends on several factors, including:
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The complexity of the repair: What might seem like a simple fix can sometimes require extensive work, occasionally even a complete remake of the piece, to ensure it's properly and securely restored.
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The condition of your jewelry: Items in more delicate or intricate states may require additional time and specialized attention.
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Availability of new materials: If new components are needed for the repair, lead times can vary based on sourcing.
- Missing materials or unable to repair: If, for any reason, we determine we cannot repair your jewelry, we will ship it back to you and issue a refund for the aftercare service you paid for.
Please consider these potential timelines before requesting a repair. If your repair is time-sensitive, we recommend checking with a local jeweler who might be able to offer a quicker turnaround for urgent needs.
Return Policy for Designer Jewelry, Gothic Rings, Solid Gold & Custom Items
All items from our solid gold and platinum collection, alongside all customized jewelry (including engravings, special sizes, plating changes, or stone color changes), are meticulously crafted to order using precious metals and gemstones.
Due to the bespoke nature of these items, they are considered Final Sale and are not eligible for a return or exchange due to a change of mind.
In the rare instance that a return is approved for one of these items, a 35% restocking fee will be applied. This fee helps to cover the costs associated with the custom production of the piece.
We typically maintain only 1-2 inventory items in size 6.5 with natural diamonds; all other variations are crafted from scratch specifically for your order. In the event of an error made by us, we will promptly send the correct item or issue a full refund. You may keep the original item unless an inspection is required on our part.
If the wrong size is ordered for these specific items, you may send the jewelry back for resizing. You will be responsible for the return shipping and a 35% resizing fee, which covers shipping and part of the production costs, and labor. These items cannot be restocked due to their customization or rarity. Contact our team at ssupport@evaninaomijewelry.com before proceeding to confirm if your item qualifies for a return or resizing.
Final Instructions for Photos/Videos
For faster processing of any inquiries, please email all photos or videos along with your Order# or the original purchaser's name to support@evaninaomijewelry.com
