Return & Exchange
30-Day Returns & Exchanges
Your satisfaction matters to us. At Gelovely, we want you to feel confident about every purchase. Eligible items may be returned or exchanged within 30 days of delivery, subject to the conditions outlined below.
The 30-day return and exchange period begins on the date your order is delivered. Please contact our customer service team within this period if you would like to request a return or exchange.
Returns Due to Product Issues
If you receive an incorrect, damaged, or defective item, please contact us within 30 days of delivery.
Eligible product issues may include:
- Receiving an incorrect order or item
- Receiving an item that arrives damaged
- Manufacturing defects or quality issues
- Abnormal plating or stone issues determined to be product defects
For eligible product issues, Gelovely will cover the applicable return shipping and replacement shipping costs.
Please contact our customer service team and provide clear photos showing the issue before returning your item. Our team will review your request and provide return instructions.
Returns for Personal Reasons
We understand that sometimes an item may not be quite right. Eligible items may also be returned or exchanged within 30 days of delivery for personal reasons, including:
- Ordering the wrong ring size
- Changing your mind
- Personal style or preference
For returns or exchanges due to personal reasons, customers are responsible for return shipping and any applicable replacement shipping costs.
Original shipping charges and any additional fees paid for expedited or other delivery services are non-refundable.
Return Eligibility
To be eligible for a return or exchange, items must:
- Be returned within 30 days of delivery
- Be new and unworn
- Be in their original condition
- Have the original size tags attached, where applicable
- Be returned according to the instructions provided by our customer service team
Items without the required tags, where applicable, may not be eligible for a return or exchange.
What's Not Covered
The following are not considered eligible product-quality issues:
- Damage caused by exposure to harsh or corrosive chemicals, including silver polish, chlorine, pools, hot tubs, spas, household cleaners, or similar substances
- Damage caused by misuse, mishandling, improper storage, or improper care
- Natural oxidation or patina that may develop on sterling silver over time
- Normal scratches, surface wear, or other signs of regular use
- Normal wear, fading, or discoloration of plating over time
- Items that have been resized, repaired, altered, or modified after delivery
- Custom-made, personalized, or special-order items, including custom sizes or colors, unless the item arrives defective or incorrect
Please note: Sterling silver may naturally oxidize and develop a patina over time. Plating may also gradually wear depending on frequency of wear, exposure to chemicals, and individual care habits. These natural changes are not considered manufacturing defects.
Jewelry Care & Refinishing Service
With regular wear, jewelry may naturally show signs of use over time. If your plated jewelry needs refreshing, Gelovely offers professional refinishing services to help restore its appearance.
Please contact our customer service team for available refinishing options, service fees, and instructions.
How to Request a Return or Exchange
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Contact Us
Contact our customer service team before returning your item. If your request involves a damaged, defective, or incorrect item, please include clear photos showing the issue. -
Receive Return Authorization
Our customer service team will review your request and provide the appropriate return instructions and return address. -
Prepare Your Return
Securely package your item in its original condition and include any required return documentation. -
Ship Your Package
Use a trackable shipping method and send your tracking number and carrier information to service@gelovelymoissanite.com. -
Inspection & Processing
Once your return is received, our team will inspect the item and process eligible returns or exchanges within approximately 5 business days.
Please do not return your jewelry without contacting us first. Returns sent without prior authorization may be issued as store credit rather than refunded to the original payment method.
Refunds
Once your return has been received, inspected, and approved, your refund will be issued to your original payment method or as store credit, depending on the return arrangement confirmed with our customer service team.
After a refund is issued, please allow approximately 5–7 additional business days for the funds to appear in your account. Processing times may vary depending on your bank or payment provider.
If your original order qualified for free standard shipping, eligible returned items may be refunded in full. Any additional shipping fees paid for expedited or other delivery services are non-refundable.
Exchanges
For approved exchanges, our customer service team will provide instructions based on the item you wish to exchange.
Where applicable, store credit may be issued so that you can place a new order for your preferred item, size, or style.
$10 Return Shipping Credit
As a courtesy, Gelovely may provide a $10 store credit for eligible returns or exchanges to help offset return shipping costs.
This store credit does not mean that return shipping is free and does not replace the customer's responsibility for return shipping where applicable.
Cancellation Policy
Once an order is placed, we may begin preparing the item for production shortly afterward.
- Cancellation requests submitted within 12 hours of placing the order will not incur a cancellation fee.
- If a cancellation request is submitted more than 12 hours after the order is placed and production preparation has begun, a 30% cancellation fee may apply to cover material and processing costs.
- Once an order has been shipped, it can no longer be canceled.
Need Help?
If you have questions about a return, exchange, refund, or cancellation, please contact our customer service team before sending any item back.