Return Policy

15-Day Return Window: Returns may be initiated within 15 days of delivery or showroom pickup (as recorded by the carrier or when the order is marked “ready for pickup”).

Courier Scan Required: To ensure safe handling, return packages must be scanned and accepted by FedEx or UPS within the 15-day window. Dropping off without an official scan does not confirm initiation.

Two Returns Per Year: We provide up to two complimentary returns per household per calendar year.

For showroom pickup orders, the return window begins when the order is marked “ready for pickup,” not the date it is collected.

Items not collected within 15 days of completion are no longer eligible for return.

Items not collected within 90 days of completion remain your property but are no longer eligible for return. After 180 days, uncollected items are considered abandoned, and Stienhardt & Stones assumes no liability for storage, loss, or theft.

Layaway items left more than two months after being marked ready for pickup will no longer be considered under Stienhardt’s liability while on premises.

If the returned item is not dropped off and scanned by UPS by the end of the 15th day after the delivery date, a restocking fee of 50% of the original purchase price will be applied.

Missed Deliveries: If delivery attempts are unsuccessful, carriers may route packages through our Wisconsin sorting facility before forwarding to New York. This process can take 1–2 months. To avoid delays, customers are encouraged to be available for delivery or request a local facility hold. Our care team can assist at care@stienhardt.com

Lost Shipments: If a return is lost in transit, refunds can only be processed once the carrier’s insurance investigation is complete.

Prepaid Labels: For U.S. returns, complimentary labels are provided. Labels must be used and scanned within 7 days of issue. Expired labels void the return request.

Customer Labels: For international orders, Stienhardt & Stones does not provide return labels. Customers must purchase their own insured and trackable return label.

VAT & Duties: All VAT, duties, and import fees are the responsibility of the customer and are non-refundable, even for approved returns.

Shipping Origin: International returns must be shipped from the original delivery address or pickup location. Returns shipped from other addresses may be subject to additional duties, delays, or refusal.

Risk of Loss: Liability remains with the customer until the item is scanned and accepted by the courier.

Items Not Eligible for Return

While we strive to provide flexibility, certain pieces cannot be returned due to their bespoke or expedited nature:

Diamonds cut or sourced specifically at a client’s request.

Custom-designed or made-to-order jewelry not listed on our website.

Personalized or engraved items.

CAD-approved designs and CAD deposits.

Layaway deposits once production has begun.

Rush orders and expedited service fees.

Jewelry altered, resized, or repaired by third-party jewelers (this also voids Warranty).

Placeholder rings.

Loose Diamonds: Must be returned in their original diamond parcel paper. Missing or damaged parcels incur an $80 restocking fee.

Certificates: Certified stones must be accompanied by their original grading certificate. Missing certificates incur a $250 replacement fee.

Packaging: All branded packaging, presentation cases, and documentation must be included. Missing or damaged packaging may incur a replacement fee of up to $100.

Production Cancellations: Canceling an order once production has begun is treated as a return and subject to this policy.

Inspection Standard: All returns are subject to inspection by our quality assurance team. Items showing wear, damage, or alteration may not be eligible for refund.

Refunds are issued to the original method of payment within 7–10 business days of inspection and approval.

Refunds are based on the actual purchase price paid, including any promotions or discounts applied at checkout. Promotions cannot be retroactively applied.

Refund processing may be extended for insurance claims, fraud reviews, or other investigations.

Exchanges follow the same process as returns. Once your return is received, you may place a new order.

Returns are limited to one item every six months per customer. Additional returns in that period will not be accepted.

Stienhardt & Stones reserves the right to respectfully decline returns or future orders from accounts or households exhibiting patterns of excessive returns, abuse, or fraud.

We are not responsible for delays in delivery or return processing caused by circumstances outside our control, including carrier strikes, customs inspections, or natural events.