Return Policy

When We Accept Returns or Provide Resolutions

We only accept returns or offer resolutions if your order meets one of the following criteria. Claims must be submitted within 14 days of delivery, and items must be in their original condition with all packaging intact.

  • Arrives Broken or Damaged: You may return the item to us for free repairs, OR you can take it to your local jeweler and we will reimburse all fees associated with the repair.
  • Wrong Item, Size, or Color Received: If we made a mistake with your order, you can return it for free, and we will send you the correct item.
  • Lost in Transit: If your order is confirmed lost by the shipping carrier and cannot be re-shipped, we will provide a resolution.

  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

    If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

When We Do NOT Accept Returns

We do not accept returns, exchanges, or refunds under the following circumstances:

  • Wrong Size Ordered: We are not responsible for incorrect size selections. If your piece is too small, you can purchase extra links from us for a local jeweler to extend it. If it is too big or a ring does not fit, please visit a local jeweler for resizing or shortening.
  • Personal Preference: We do not accept returns for a change of mind or other personal reasons.
  • Post-Delivery Wear & Tear: We are not responsible for scratches, discoloration, or tarnishing that occurs after delivery. Customers must properly maintain their jewelry (avoid chemicals, clean with a soft cloth, store in a dry place like our Jewelry Box). We strongly advise against wearing jewelry in gyms or pools. Faded items can typically be restored via professional replating by a local jeweler.
  • Loose Diamonds (Post-Delivery): If stones fall out during wear, we can ship you replacement diamonds to have fitted by your local jeweler.
  • Tangled Chains: It is normal for chains to twist. Lay the chain flat, pick it up by both ends without twisting, and fasten it.
  • Pendant Bail Incompatibility: If your pendant's bail does not fit your chain, you may purchase a new bail from us and have a local jeweler fit it.
  • Unpaid Customs or Import Duties: Orders held, abandoned, or destroyed by customs due to unpaid tariffs are not eligible for refunds or replacements.
  • Shipping Delays: Delivery estimates are provided by third-party carriers. We cannot offer refunds for packages that do not arrive by the estimated date.

Custom Orders & CAD Designs

  • CAD Design Fees: All CAD Designs are strictly non-refundable. Creating a CAD design requires significant labor and expertise from our team. This fee cannot be refunded under any circumstances, regardless of whether you proceed with manufacturing.
  • Manufacturing Timelines: Production typically takes 3–4 weeks, but this is an estimate. Delays due to material availability, design complexity, or global shipping do not constitute grounds for order cancellation or refunds.

Custom Orders Policy

Due to the highly personalized nature of custom jewelry, the following terms apply to all bespoke pieces:

  • Non-Refundable Once in Production: Once the manufacturing process has begun, all custom jewelry orders are strictly non-refundable. Each piece is exclusively crafted to your specific requirements and cannot be resold.
  • Estimated Production Timelines: Our standard production timeline is typically 3 to 6 weeks. Please note that this is an estimate only. Unforeseen delays caused by material sourcing, design revisions, manufacturing complexities, or global shipping issues do not constitute grounds for order cancellation or refunds.
  • Progress Updates: We strive to keep you informed and may share progress photos or updates when available. However, due to the workflow of our jewelers, these updates are not guaranteed as a formal part of the service agreement.
  • Marketing & Portfolio Rights: By placing a custom order, you grant ivonoice the right to use images and videos of your completed piece for marketing, social media, and portfolio purposes, unless a strict non-disclosure agreement is requested and agreed upon in writing beforehand.

How to Return Your Purchase

To ensure a smooth and efficient return process, please follow these steps:

  1.  Contact Support. Reach out to our customer support team to initiate your return.
  2. Review Period. Our team will review your request within 1-2 business days.
  3. Shipping Label. If approved, we will provide a return shipping label. Please note: ivonoice does not cover shipping fees for returns. The cost of the label/shipping will be the responsibility of the customer.
  4. Prepare the Package. Print the label and securely attach it to the original packaging. All items must be in their original, unopened condition. If the original packaging is missing or damaged, the return will not be processed.
  5. Customs Declaration. For international returns, you must declare the value of the shipment between $60 - $80 USD. Failure to do so may result in import/export taxes that will be deducted from your resolution.
  6. Drop-off & Tracking. We only accept returns shipped via USPS. Once shipped, please provide us with the tracking number immediately so we can monitor your parcel.

Disclaimer: ivonoice is not responsible for returns lost in transit. We cannot compensate for or process returns that do not reach our warehouse.

Refund Timelines

Processing Time: Once your return is received at our warehouse, we aim to process it within 5 working days. You will receive an email notification once the refund has been initiated.

Banking Clearance: Depending on your financial institution, it may take an additional 5 working days for the funds to reflect in your account.

Payment Method: Refunds will strictly be issued to the original payment method used at the time of purchase.

Stock Availability Policy

In rare instances, an item marked "In Stock" may become unavailable at the exact moment of your purchase.

Fulfillment: If this occurs, we will automatically place your order into our manufacturing or restocking queue to fulfill it as quickly as possible.

No Refunds for Stock Delays: Because the order enters production immediately, we do not offer refunds due to these specific stock-out delays.

Split Shipments: We reserve the right to deliver your order in multiple shipments to ensure you receive available items sooner.

Order Cancellation & Fees

If you wish to cancel an order after it has been placed:

Cancellation Fee: A fee of 10% – 20% of the order total will be charged. This covers non-refundable payment processing fees, packaging, logistics, and administrative handling.

Shipped Orders: If the order has already been dispatched, shipping costs are non-refundable, and additional return logistics fees may apply.

Agreement: By placing an order with ivonoice, you acknowledge and agree to these cancellation terms.

Return Address

If you wish to return the items to the nearest return address, please contact our customer service first time，we will get back to you within 24 hours.

Service Email：ivonoice@gmail.com

Please contact our Customer service at email to get the return address.