Cancellation, Return, Resizes, & Repairs
Cancellation policy
Customers who wish to cancel their order must do so within 24 hours of placing it. If a cancellation request is made after this time frame, a 20% fee will be applied to cover restocking and labor costs.
Return
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You can always contact us for any return questions at support@farrellouise.com
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to show the order number with confirmation email or proof of purchase.
You can always contact us for any return question at support@farrellouise.com.
As the ring is custom made as per your ring size and diamond and gold option, any return unrelated to manufacturing quality will have 20% restocking fees for moissanite items. This fee covers the labor required to resize and polish the returned piece. If the returned piece requires extensive cleaning or repair (or are in any other condition that prevents resale) we will charge a higher restocking fee, depending on the amount of repair work that’s required.
Damages and issues
- Custom or personalized orders
- Eternity Bands made to order
- Items on Sale
- Items Purchased During a Sale Event
- Any physical damage on the product
If a customer wishes to exchange their ring, a 20% restocking fee in Moissanite will be deducted from the original purchase amount. The remaining balance will be applied towards the new purchase. Any price difference for the exchange will also be charged to the customer. This exchange policy must be initiated within 30 days of receiving the ring and is limited to one exchange per piece. The credit does not apply to future purchases.
Please contact us before you send your jewelry back so we can ensure it arrives safely. Clients are responsible for return shipping costs, and we highly recommend that you insure your package and send it via a traceable courier—we are not responsible for items lost in the mail.
Refunds
Resizing
At FarrelLouise, we understand the importance of a perfect fit when it comes to your jewelry, especially rings. That’s why we offer a resizing service to ensure your ring fits comfortably and beautifully at a minimal cost.
Resizing Limitations:
- Rings can be resized to either increase or decrease by a maximum of one full size.
- Resizing beyond this range may compromise the integrity and aesthetics of the piece and, therefore, cannot be accommodated.
Exceptions:
Full Eternity Rings: Rings featuring a shank adorned with full eternity stones cannot be resized due to their intricate design. Instead, customers are encouraged to exchange the ring for the correct size. Our customer service team is happy to assist with this process.
Plain Gold Bands: In some cases, if resizing is not ideal, we may offer an exchange for an identical ring in your size instead. This is only applicable for plain gold bands without any stones. The exchanged ring will be handcrafted from scratch, ensuring the same quality and craftsmanship.
Resizing Costs & Shipping:
- Resizing is not free; however, we offer it at a minimal cost.
- Clients are responsible for shipping costs both ways. For international customers, this includes customs fees.
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Information About Repairs
If you need a repair, please contact us at support@farrellouise.com. Before you do, here are some important details about our repair process:
- Our repair specialists write up an intake form that notes the current condition of the piece and any repair work that’s required. We’ll send you a copy of this form so we’re all on the same page.
- In some cases, we may simply exchange the original ring for an identical ring in your size instead of resizing. This applies only to plain gold bands without stones if it results in a faster turnaround time or if resizing may affect the integrity of the design.
- Clients are responsible for shipping costs both ways (including customs fees for international orders).
Covered Repairs Under Warranty:
Once we receive your piece, we’ll immediately get started on any work covered under the warranty without needing further approval. This may include:
- Replacing or resetting stones
- Replacing the setting
- Prong work or replacement
- Repairing thinner areas of the band
- Resizing the ring
If you don’t want us to proceed with certain repairs, or if you’d like to review and approve the work before we start, please let us know before sending your piece.
If repairs go beyond what the warranty covers, we will notify you before proceeding. You’ll have the option to approve or decline those repairs.
Our current repair timeline is 2-3 weeks from the time we receive your piece.
We understand that things happen and fine jewelry is delicate. There are things you can do to take care of your jewelry.
But don’t worry if something does happen. We offer a generous lifetime warranty on all of our pieces. We stand by our work, and we want to take care of you and your jewelry.
