Refund Policy

Refund Policy

We want you to love your Sterling Arc jewelry. If you are not completely satisfied, you may request a refund under the terms below.

1. Return eligibility

• Request a refund within 14 days of receiving your order.
• Earrings are final sale for hygiene reasons, and made-to-order or personalized pieces are final sale.
• Items must be unused and undamaged, with original tags and packaging intact.
• Please include your order number, a photo of the item, and proof of purchase.

EU customers - right of withdrawal: If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, contact us at Customercare@sterlingarcjewelry.com before the 14-day period ends. This does not apply to personalized or made-to-order items, which are final sale.

2. How to start a return

• Email Customercare@sterlingarcjewelry.com (or use our Contact page) with your order number and reason for the return.
• We review requests within 3 business days and, once approved, send you the return address and instructions.
• Ship the item back within 7 days of approval. Return shipping is at your cost, unless the return is due to a quality issue, in which case we cover it once you send us the shipping receipt.
• After we receive and inspect the item (within 5 business days), approved refunds are issued to your original payment method. Your bank or provider typically posts the refund within 3-7 business days.

3. Full refunds are offered when an item has a quality defect, arrives different from the order description, or is damaged in transit (with a photo or carrier damage report).

4. Not eligible for a refund

• Made-to-order or personalized items, except for quality issues.
• Items that have been used or damaged, or are missing tags or packaging.
• Requests submitted more than 14 days after delivery.
• Change-of-mind or wrong-size selections without a quality issue (handled under our exchange process).
• Items marked non-refundable or final sale at the time of purchase.

5. Partial refunds may be agreed for items with minor defects that do not affect use, based on the severity of the issue.

6. Damaged or defective items

• If your order arrives damaged or faulty, contact us within 24 hours of delivery with a photo, and we will arrange a replacement or full refund.

7. International returns

• Return to the warehouse address our team provides on approval. You are responsible for any import duties or customs fees on international returns.
• Please use a tracked service - we cannot process refunds for items lost in transit without tracking.

8. Contact us

Customercare@sterlingarcjewelry.com, +1 780 236 3300.