FAQ

1. Q: What is your return policy?

A: We accept returns because we want your online experience to be risk-free. We’re sure that you will be happy with your purchase but if for any reason you are not satisfied, you can return any item (except those with custom engraving or sizing) in its original condition for a refund. Refunds will be credited in the same form as they were paid. Some limits apply on Special Order items and special size items (such as rings), so please contact us for details. Returns must be made within 7 days of receipt of item.

2. Q: If I return an item, who pays for shipping?

A: Shipping is not refundable unless the item received was wrong due to an error by XIV Karats, LTD. We only refund up to the price of “standard ground” shipping.

3. Q: When will my original payment method be refunded, if I need to return an item?

A: Returns may take one to two weeks to process and at least one billing cycle for the credit to appear on your credit card statement, if purchase was made by credit card

4. Q: How do I return an item?

A: If you would like to return a non custom-engraved or sized item which is in its original condition, please click here to start the return process: RETURNS Please box all packages (more secure than envelopes). Include your order number and original packaging. Make sure the returned item(s) includes all diamond certificates, appraisals and certificates of authenticity. Failure to return all such documents with the purchased item may result in liability for a $350 replacement cost.

 

Upon receipt, the item will be reviewed by our Inventory Control department. Please note that items showing signs of wear, missing or removed security tags, have been engraved, altered, re-sized, or damaged cannot be accepted for return. Rings ordered in sizes not in stock are non-returnable. Refunds are not available for items that are sent back without a receipt or that are improperly packaged.

5. Q: How do I order a custom piece of jewelry?

A: Please email us at sales@xivkarats.com with detailed information, including your full contact details

6. Q: Where can I find all of the engraving options?

A: You can find all of our engraving options here (will add link)

7. Q: How do I know what size ring, bracelet, necklace, earring is right for me?

A: Please view our sizing guide here (will add link) Please review this one (will add link) and provide feedback and we will edit based on your comments