Our Return Policy
Please Note: Due to restrictions imposed by State and local governments in response to the COVID-19 pandemic, and for the health and well-being of our employees, we have limited distribution and fulfillment operations and are continuing our work from home policy for all non-essential employees. We are gradually increasing our distribution and fulfillment operations from North Carolina as notified by governmental authorities that it is safe to return to work. We will continue to increase our capacity as our suppliers come back online and market conditions allow. This limited capacity may continue to affect the processing and fulfillment of orders, product returns and repairs.
As of May 15, 2020, product returns and exchanges, warranty repairs and ring resize requests will be accepted and processed.
If you placed an order between January 28, 2020 and April 30, 2020 you may have been affected by our facility shut-down in response to the COVID-19 containment efforts in North Carolina. We have extended the return period for products purchased during this time frame to June 30, 2020. Since we are operating at a limited capacity, it may take longer than normal to process returns, exchanges and repair requests. We appreciate your patience during this time.
We strive to provide socially responsible and accessible jewelry that will last a lifetime. If you are not 100% satisfied for any reason, we’ll be more than happy to return or exchange your item for free as our commitment to you subject to the terms and conditions of this return policy.
Except as provided below, you have 60 days from the date your item ships to return your item.
†Orders to USA Destinations qualify for Free Return Shipping
†Orders shipped to International Destinations also have 60 days to return a qualifying item, but, customers are responsible for return shipping expenses. To request an international return, please send an email to firstname.lastname@example.org and include your order number, product ID and reason for return. We will be happy to generate a return shipping label for your convenience and the actual cost will be subtracted from your order refund.
Regardless of shipping destination, the following items are considered Final Sale and returns are not accepted: Personalized and engraved jewelry, and some custom created orders. Some jewelry, including our One-of-a-Kind, are tagged and cannot be returned if the tag is removed or damaged.
In order to offer the best shopping and product-return experience to as many guests as possible, Charles & Colvard, Ltd. reserves the right to limit purchase activity or place limitations on returns if we have reason to suspect misuse of our generous returns policy (such as excessive returns, reseller activity, or fraud).
Product exchanges may be offered as store credit and are not available for purchases completed with Affirm or Afterpay.
You can start your return online at https://warranty.charlesandcolvard.com or give us a call at 877-202-5467.
All returned items must be in their complete, unused and original condition, including in their original packaging, and accompanied by the warranty certification and proof of purchase. Returned items must show no signs of use, wear, or abuse. Any merchandise returned without a warranty card is subject to a $25 lost warranty fee. If you received a free gift with your purchase, the gift must be returned along with the item you purchased. Failure to return the free gift may result in a charge to you for the item, or we may deduct the value of the gift from the amount refunded to you. If the returned product does not meet the above requirements, we will not process your return or exchange, and we do not guarantee that we will send the non-returnable/non-refundable product back to you.
If eligible for return, we will issue your refund using the same method as the original payment. If you placed your order with a gift card, you will be refunded in store credit. Shipping charges or additional service charges will not be refunded.
Start a Return
To initiate a return and generate your free return label, please visit our automated returns page here. To qualify for free return shipping, you must use the shipping label that we provide to you. If you do not use the shipping label provided by us, you will be responsible for your own costs to ship the return. Please include a copy of your invoice or the completed return form with your return so we can properly process your return. We are not responsible for any lost or stolen items.
If you need any additional assistance with returning an item, feel free to contact our customer service department at email@example.com, via live chat or at (877) 202-5467, Monday through Friday from 9:00am to 6:00pm ET.
If you have already initiated a return and would like to check the status of your return, please visit our returns portal.
After you have initiated a return, please allow approximately 7-10 business days for the refund process to be completed. This wait time will start on the first business day after your return has been received.
Once your refund has been processed, you will receive an email confirming that has been issued to you.