grace von takes great pride in knowing our jewelry is of the highest standard and quality and we stand behind every item we sell. If you are not 100% satisfied with your purchase within the first 30 days, then simply return your package and we will give you a full refund, no questions asked. Restrictions may apply. Please review full terms and conditions below. Please note, we provide two complimentary returns or cancellations per customer per year.
grace von will only accept returned items in their original, unworn and undamaged condition accompanied by its original product documentation (including diamond certificates). Missing diamond certificates will incur a $200 fee. Shipping costs, engravings, design deposits, appraisal costs, resizing fees or rush fees are non-refundable.
Due to their personalized nature, custom orders, eternity rings and any items that have been modified or engraved are subject to a restocking fee up to 40% of the original purchase price or may not be eligible for a return.
If a package or item delivered to you arrives damaged, please call us at (312) 924-9052 or email us at firstname.lastname@example.org. 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.
Free 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 and accompanied by its original documentation. Missing diamond certificates will incur a $200 fee.
Shipping costs, engravings, design deposits, 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 engraved or modified 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 email@example.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.
Returns with a return authorization will be emailed a prepaid FedEx shipping label within 5 business days after initiating your return. If you are returning your package using the carrier of your choice, we strongly recommend FedEx. Using carriers other than FedEx may considerably delay the processing of your return.
Package your item(s) securely and double box your package. For all returns and exchanges customers must include all original documents and diamond certificates. Missing diamond certificates will incur a $200 fee. 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 FedEx location and obtain a receipt. Your receipt will serve as proof of shipment. grace von and FedEx are not responsible for boxes left in FedEx 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).