Returns & Exchanges

US United States

How to start a return:

• Return window: 30 days from the delivery date.
• Email our support team with your order number and reason for return. We will confirm the next steps and return address.

Standard returns & exchanges:

• Size exchanges can be requested once the original item is received and inspected.
• Material or style exchanges may require a price adjustment if the replacement item has a higher value.
• Items must be unused, undamaged, and returned with their original packaging where possible.
• Replacement orders are finalized after the returned item has been received and processed.

🌎 International (including UK)

How to start a return:

• Return window: 30 days from the delivery date.
• Contact us before shipping anything back so we can confirm eligibility and provide the correct return instructions.

United Kingdom:

• Size exchanges may be available after review. Our support team will guide you through the replacement process.
• Direct exchanges for a different design may not always be available. In that case, we can guide you through a return and new order.
• Final sale pieces are not eligible for direct exchanges unless required by applicable consumer law.

All other international countries:

• Customers are responsible for return shipping using a trackable shipping method.
• Customs duties, import taxes, and any local handling fees are not controlled by SoulGem and are normally non-refundable.
• If an international return package is held by customs or returned to sender, our team will review the case once tracking is available.

Final sale pieces:

• Final sale, engraved, personalized, sample, and clearance items are not eligible for return or exchange unless they arrive damaged or incorrect.

Sets & starter sets:

• Sets should be returned as a complete set. Partial returns may affect refund eligibility.