Return & Refund Policy
We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused with tags, and in its original packaging. You'll also need to have the order number, with confirmation email/proof of purchase.
You may always contact us for any return question at support@klaraallen.com
As the ring is custom made as per your ring size and diamond and gold option, any return unrelated to manufacturing quality will have 20% restocking fees for moissanite. & 30% restocking fees for CVD jewelry items This fee covers the labor required for resizing and polishing the returned piece. If the piece being returned requires heavy cleaning or repair, or if it is in any condition other than salable, we will notch up the restocking fee to specify the magnitude of repair work needed.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The Following items can't be returned or exchanged:
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns on:
Custom or personalized orders
Eternity Bands made to order
Any physical damage on the product
If the customer wants to exchange their ring, the amount that he had originally paid will have a restocking fee of 20% deducted. The balance of the amount will be put towards the new purchase. The difference in price for the exchange will also be charged to the customer. Note: Percentage may vary if gold prices or stone prices increase or decrease.
This will only be allowed when such an exchange policy is invoked within 30 days upon receiving the ring, and only once per item. It will not apply to any credit for future purchasing, as the credit will be one time only in exchanges for that piece.
Please contact us before sending your jewelry back for the proper tracking procedure to ensure safe delivery. The cost of return shipping shall be borne by the client. Make sure that your package is insured and sent in a traceable courier, as we are not responsible for items that are lost in the mail.
Refunds
We will send you an email to notify you that we have received your return item and inspected it. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed and funds will be returned to the original payment method automatically. Please be advised that it may take time for your bank or credit card company to process and post the refund as well.
Resizing
At Crown Moissanite, we know that a perfect fit is very essential for your jewelry, and especially so for rings. That is why we will be providing you with the ring resizing service, so that your jewelry fits you in every way that it should: comfortably and beautifully.
Limitation of Resizing:
Rings can be resized up or down by a full size maximum.
Kindly note that to go above or below these amounts of change will structurally and aesthetically damage the piece and is not feasible due to this policy.
Exceptions:
Where the ring has a shank set with full eternity stones such as the above piece, where the pattern is so complex and the setting is so dense, resizing is not practical. Therefore, we cannot resize in such a case.
As a result, customers with rings in this category should contact us to return the ring in order to be given the correct size. Our customer service team will delightedly guide you through the process.
In some cases, instead of performing a resize, we will replace the original ring with an identical ring in the customer's size. Why?
If either
- a) it would yield a quicker turnaround time,
b)in the event of a design modification which would compromise the structural integrity of the design.
Only plain gold bands, without stones set, would qualify for a return or exchange. And of course, as with all our products, the exchanged ring would be completely custom made for you.
Of course, we will always contact you in such circumstances, if we would recommend that option.
Please note all shipping is the client's responsibility both to and from and for international buyers that also means customs fees.
Repair Info
If you need a repair, contact us at support@klaraallen.com, but first, take a moment to consider important details regarding how we conduct our repairs:
Our repair specialists write up an intake form noting the current state of the piece and what repair work is needed. We always send you a copy of that intake form so that we're on the same page.
Next, we will proceed with any warranty coverage work without first asking for your approval. This may include work such as:
- Replacing or resetting stones
- Replacing settings
- Replacing prongs or other holding mechanisms
- Replacing parts of the band that have worn thin
- Adjusting a ring that has experienced a significant change in size
Please do let us know in advance of sending us your piece if:
1) You do not want us to perform all of the above-cited work related to warranties,
2) You would like to pre-approve or have us define the scope of work to be rendered before we render it.
We will advise you of any work that needs done beyond the warranty. You can elect to not have the repair done at that time.
Customers are to pay for all shipping to and from our facility.
We are currently at a 2 to 3-week lead time for repair from the date that we receive your piece.
NOTE: In the event your piece needs a new stone, we are unable to promise a replacement of limited edition or one of a kind stones. If for any reason the exact stone is not available we will get in touch with you and get your approval on a match.
We understand life happens and fine jewelry is delicate. There are ways to care for your jewelry.
But rest assured, should something happen, we offer a lifetime warranty on all of our pieces. We stand by our work and want to take care of you and your jewelry.