Return Policy
grace von will only accept returned items in their original, unworn and undamaged condition. Shipping costs,, appraisal costs, resizing fees or rush fees are non-refundable.
Due to their personalized nature, custom orders (including made-to-order engagement rings), eternity rings and any items that have been modified (including size adjustments and metal selection) are subject to a restocking fee up to 40% of the original purchase price or may not be eligible for a return. A restocking fee will be applied if the item is already in production.
If a package or item delivered to you arrives damaged, please call us at (312) 924-9052 or email us at info@gracevon.com. Please retain all packing materials unless instructed otherwise by grace von. Claims for damaged or missing items must be reported within three business days of receipt of your order. grace von is not responsible for any lost, stolen or damaged shipments that are sent by you during the return process.
30-Day Return Conditions
Items must be returned within 30 days from the day your package was delivered according to tracking number of your original shipment. If your tracking number cannot be found, then the 30-day free return period starts 3 business days after shipment date.
Returned items must be in an unworn, undamaged condition.
Shipping costs, appraisal costs, resizing fees or rush fees are non-refundable.
Items that show signs of considerable wear are subject to a restocking fee up to 40% or may not be eligible for a return.
Items that have been resized, modified or serviced by a jeweler other than grace von are not eligible for returns.
Final Sale items are not eligible for returns or refunds.
No returns will be accepted beyond 30 days.
Returning An Order
We will not accept returns without a Return Authorization and return form. If you'd like to return an item please contact grace von at least 2 business days before your 30-day return window by emailing us at info@gracevon.com. Please include your order number in the email. After receiving a Return Authorization, you will be required to fill out a return form that must accompany your return. We will not accept returns without a Return Authorization and that are not accompanied by a return form. Return Authorizations are active for 10 business days from the date of issuance and your package must be postmarked within 10 business days of the issuance date.
Package your item(s) securely and double box your package. Do not send your item(s) back in the original packaging. You must double box your package - put your item(s) in its original ring or jewelry box and place it in a small box or envelope and then place the small box or envelope inside another box. We also recommend taping the small box or envelope to the inside of the larger box. You are responsible for making sure your items are securely packaged. Please also make sure to include your return form.
grace von is not responsible for any lost, stolen or damaged shipments that are sent by you during the return process. You are responsible for properly returning your items to us. If you received a prepaid shipping label then your complimentary FedEx label includes insurance protection. If you are returning your package using the carrier of your choice, you are required to insure your shipment and you must require adult signature upon delivery.
Drop off your package. Take your item to a staffed location and obtain a receipt. Your receipt will serve as proof of shipment. grace von is not responsible for boxes left in drop boxes or if customers do not a have a receipt confirming shipment.
After your package Is received, please allow up to 15 business days for us to process your return. We will send you an email confirmation when we receive the package. If Quality Assurance determines that an item has been damaged or altered in any way, the item will not be accepted for return, and will be shipped back to you without the issuance of a return credit. If an item is accepted for return (or an order is canceled), grace von will issue a full refund, exchange, or credit within 10-20 business days. The exchange of an item does not extend the original return policy; the replacement item must be returned within 30 days from the original purchase. We only provide two complimentary returns per customer per year.
Payments will be credited less any restocking fees, shipping expenses or nonrefundable charges. For finance customers, your loan balance will be adjusted for the return amount, less any restocking fees, shipping expenses or nonrefundable charges. Payments made via credit card or PayPal will be credited back to your account within 3 to 10 business days (depending on your bank). Wire transfer payments will be refunded via a company check. For financing customers, payments on your loan will be credited back to the bank account on file within 5 to 10 business days (depending on your bank).