Refund policy

JewelClues is committed to clear, straightforward refund terms. This Refund Policy explains how refunds and store credit are handled for returns, cancellations, and other eligible situations.

All JewelClues dresses are Made-to-Order and are exclusively handmade after an order is received.

This policy should be read together with our Return Policy, Promo Terms, and Terms of Service, which together govern your purchase and use of the JewelClues website.

Returns & Store Credit

For eligible returns, JewelClues provides store credit rather than a refund to the original payment method.

Only returns that have been approved through an authorized Return Merchandise Authorization (RMA) are eligible for store credit. Once an approved return has been received and inspected, the applicable store credit will be processed within 10 business days.

Return eligibility, deadlines, return conditions, and applicable fees are governed by our Return Policy.

Store Credit for Promotional & Sale Purchases

Eligible Made-to-Order Size 2–16 dresses purchased using a promotional or discount code may be returned in accordance with the Return Policy, but any approved return is eligible for JewelClues store credit only.

Sale-priced items that are otherwise eligible for return are also eligible for store credit only.

Custom-size, personalized, bespoke, and other Final Sale items are not eligible for return or store credit except where required by applicable law.

For complete promotional conditions, please review our Promo Terms.

Return Deductions

Store credit for an approved return is calculated after the following applicable charges:

Return Fee: A $75 return fee applies to each approved returned dress.
Restocking Fee: Each eligible returned dress is subject to a 50% restocking fee, calculated based on the dress's original pre-discount purchase price.
Return Shipping: For approved returns within the contiguous United States, a $40 return shipping fee per dress applies for the prepaid return label and is deducted from the store credit issued.
Original Shipping: Original shipping charges are non-refundable.
Duties & Taxes: Import duties, taxes, VAT, customs, brokerage fees, and similar charges are non-refundable.

For international returns, the customer is responsible for applicable return shipping, insurance, customs duties, taxes, brokerage fees, and other carrier charges as described in the Return Policy.

Items Not Eligible for Store Credit

The following are not eligible for store credit unless otherwise required by applicable law:

Custom-size orders
Personalized or customized orders
Bespoke orders
Items specifically identified as Final Sale
Items that do not meet the return conditions outlined in our Return Policy
Gift cards
Alteration, tailoring, or customization costs
Non-JewelClues items returned to our warehouse
Original shipping charges
Import duties, taxes, VAT, customs, brokerage, or similar charges

Damaged, Defective, or Incorrect Items

Every JewelClues order undergoes a quality inspection before shipment to help ensure your dress arrives as intended. In the rare event that your dress arrives damaged, defective, or materially different from what was ordered, please contact hello@jewelclues.com within 2 days of delivery and include your order number together with clear photographs or other supporting documentation.

Once your request has been reviewed and verified, we will work with you on an appropriate resolution based on the circumstances. This may include a replacement in the same style and variant or another appropriate resolution, which may include store credit where applicable.

Replacement orders are subject to the applicable Made-to-Order production timeline. All claims are reviewed individually, and JewelClues reserves the right to determine the most appropriate resolution based on the circumstances.

Store Credit

Eligible store credit is issued after the return has been received, inspected, and approved.
Store credit is issued electronically and may be used toward a future JewelClues purchase, subject to applicable terms.
Store credit is non-refundable and cannot be redeemed for cash.
JewelClues is not responsible for lost, deleted, or misplaced store credit codes.

Orders Paid with Store Credit or Gift Cards

Store Credit: Any eligible return or adjustment for an order paid partially or fully with JewelClues store credit will be issued as store credit.
Gift Cards: Any eligible return or adjustment for an order paid partially or fully with a gift card will be issued back to a gift card.

Processing Time

Approved returns are processed within 10 business days after the returned item has been received and inspected.

Store credit is issued electronically once processing is complete. Processing time may vary if additional information or verification is required before a return can be approved.

Refunds for Cancelled Orders

Cancellation eligibility, cancellation fees, and any applicable refund or store-credit terms are governed by our Cancellation Policy.

A cancellation is separate from a return after delivery. The terms applicable to a cancellation are determined by the Cancellation Policy in effect for the order.

Terms Governing Your Purchase

Your purchase from JewelClues is also subject to our Terms of Service, together with any applicable policies and promotional terms referenced at the time of purchase.

In the event of a question regarding a refund or store credit that is not specifically addressed in this policy, the applicable Terms of Service and related policies will apply.