Return and Refund Policy
Our Return Policy
Your complete satisfaction with our product is guaranteed or items may be returned or exchanged within thirty days from when it was shipped, with a Return Merchandise Authorization. You will only pay for return shipping and insurance fees. To receive a return authorization on orders shipped within the United States, please follow the steps outlined below.
Please note that to be eligible for return, items must be in their original purchase condition, include all product documentation, and shipped within 30 days.
To exchange an item, we ask that you return your item for a refund and place a new order for the item you would like in exchange. Please allow approximately 2 weeks for your refund to be processed.
If a package or item delivered to you arrives damaged, please refuse the shipment or call us immediately at 305-852-4881. Please retain all packing materials unless instructed otherwise by DePaula Jewelers. Claims for damaged or missing items must be reported immediately or within 5 days of receipt of your order. DePaula Jewelers will not be responsible for lost or damaged returned shipments.
*Online Returns do not apply to the following items:
- International returns.
- Non-USD currencies.
- Item(s) shipped over 30 days ago.
- Individual purchases over $500.
- Exchanges, repairs, or resizing.
- Items that became damaged or defective after delivery.
- Engraved items (rings excluded).
Single Jewelry Items $500 or More:
Please call DePaula Jewelers at 305-852-4881, Monday-Saturday, 10am-6pm for individual items over $500, and items for exchange, repair, resize, or to report damage or defect. These cannot be set up online and require assistance. We recommend that you securely package your items in original packing materials, fully insured. We are not responsible for lost or stolen articles.
Returns are processed during weekdays once the items have been received. Following receipt of your returned item, we'll send you a confirmation email. Please allow an average of 1-2 weeks for us to assess your returned item(s). Items that show signs of wear or that have been altered, resized (by a jeweler other than DePaula/Islamorada Jewelers), or damaged cannot be accepted for return. Please allow approximately 2 weeks after processing for your bank to complete your refund.
Engraved jewelry and may not be returned. Special orders (custom jewelry) are final sale and are not eligible for return. Returns without a DePaula Jewelers return code, returns sent C.O.D., and improperly or uninsured packages will be refused upon receipt. Returns with missing paperwork or product will not be processed.
Additional shipping charges may be incurred if packages are returned via alternate carriers (including, but not limited to, UPS and Canada Post). DePaula Jewelers reserves the right to charge your credit card for any fees we incur at time of package receipt.
For orders shipping to China, the 30 day period begins on the date you receive your order. The 20% reservation fee is non-refundable.
How To Prepare A Return Or Exchange
To return a diamond or jewelry item to DePaula Jewelers, follow the below process:
- For all returns email us at DePaulaJewelers@gmail.com, and you will be given a Return Authorization Code. For all returns, write this code on the return sticker found at the bottom of your original invoice.
- Package Your Return. We recommend you use the original shipping box, including all original packaging and collateral material. If your item was delivered with a diamond certificate and that certificate is not returned, you will be liable for the US$250 (or equivalent amount in other currencies) replacement cost. For security reasons, do not write DePaula Jewelers anywhere on the outside of the box, simply “DePaulas”.
Insure Your Package. We recommend that you securely package your items in original packing materials, fully insured. We are not responsible for lost or stolen articles.
PayPal orders may be returned for credit back to your PayPal account. Please allow up to 2 weeks for your account to be credited.
Shipping charges, including Special Handling and any other related costs, are non-refundable. Please do not ship returns C.O.D. If you receive any portion of your order damaged, please contact us prior to returning the items. DePaula Jewelers will not reimburse you for unauthorized shipping expenses incurred. Please retain all shipping materials.
If we request that you return the merchandise to us, we may reimburse you for full or partial return shipping expenses our discretion. We will not reimburse you for overnight, express or other special services used at your discretion.
After Your Return Is Received By DePaula Jewelers
Once your return is received into our system, you will receive a confirmation email. System processing occurs Monday through Friday. Please allow our team one business day, up to 24 hours, once the carrier arrives to receive product into our system. Failure to obtain a Return Authorization code, or include Diamond Grading Report(s) can delay receiving your return.
Once entered into our system, your return must be inspected by our Quality Assurance team. Please allow 2-4 business days for this process. If there are any questions regarding your return, we will contact you. Once inspection is complete, your return will be fully processed. For refunds, please allow an additional 2-4 days.
If you are expecting a return shipment, you will receive a shipping confirmation the day of the outbound shipment. You can track the status of your return online here. Thank you for shopping at Islamorada Jewelers,Co.. If you have any questions about your return, please call a DePaula Jewelers Diamond & Jewelry Consultant at1 305-852-4881.
Credits To Your Charge Card
Credit card purchases and PayPal purchases will be refunded against the credit card or account used on the original purchase. Please allow up to 2 weeks from the date that DePaula Jewelers has received your return for your account to be credited. You may wish to contact your credit card company on posting guidelines as they can vary. If you made a purchase of US$1000 or greater using a bank wire, and are an International customer, your refund will take approximately 3 weeks from the date of the return's receipt. For bank wire purchases under US$1000, please allow 3-4 weeks. Bank wire refunds are posted against the original account they originated from.
Sale Price Adjustments
Sale price adjustments must be made within 7 days of the original ship date unless otherwise specified. Price adjustments will be provided as store credit.
Cancel Or Change An Order
If you would like to change or cancel an order please call a DePaula Jewelers Diamond and Jewelry Consultant at 305-852-4881. We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. If your order has already shipped, please contact us to set up a merchandise return once you have received the shipment.