Returns and Exchanges
Order Cancellation:
We offer refunds if you meet the following:
(1) Items must be sent in the same condition as you receive using our return label that is provided by our customer service representatives.
(2) Email us at Support@IncandescentJewelers.com (Name, Order Number, and any information of why you are requesting a refund).
We have a 30 day money back guarantee with a 30% restocking fee plus $5.00 per item shipping fee. Once everything is complete, we will process your refund and it make take 3-5 business days to process through your bank.
Returned-to-Sender & Refused Packages
- This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
- We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
- We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Clearance Items
Items sold on clearance cannot be returned or refunded. They may not include original packaging. We make no guarantees about the condition of these items.
Refunds & Damaged Items:
Free items - Paid shipping only:
We do not offer refunds on free items as the shipping charge has been paid to the courier.
However, if your free item has been damaged in transit, we will replace it free of charge. Please contact us within 7 days of receiving your item if this is the case.
Paid items with free shipping:
Please contact us so we can send you our return address. Once the item is inspected we will refund you within 2-5 working days. You can also opt for store credit if you wish, the choice is yours.
My free item is damaged
Further Information:
Late or missing refunds
If you haven’t received a refund yet, check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@incandescentjewelers.com
Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. Please contact us.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.