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1. What is your return policy?
Special orders, exclusive items, & sales items are FINAL, meaning that they are non-returnable or exchangeable. Special orders are items specifically ordered for a customer. Exclusive items are noted in an item's description and state "Please note that because of the exclusivity of this piece, it is not returnable or exchangeable." Sale items are any discounted priced items, with prices noted in red.
For items that are returnable, we accept returns postmarked within 15 days after the item is received, in original unused condition. All tags, cards, and/or pouches must be included with your return. Please email us BEFORE returning merchandise. No returns will be accepted past 30 days. All unauthorized returns will be sent back at the sender's expense.
Shipping charges are non-refundable. Refunds will be reduced by any discounts or coupon code savings, where applicable. All returns are subject to a 15% restocking fee to cover the cost of the sale. If you are ever in doubt of an item, please email us prior to buying to avoid costly returns and disappointing purchases.
Items received as a gift must be accompanied by the original receipt and may only be exchanged. Please see below for our exchange policy.
We highly recommend shipping items back insured, as we cannot be responsible for lost/damaged packages. Be sure to package returns well, as items damaged from improper packaging will be subject to a minimum $10.00 repair fee. A good rule of thumb is to gently shake your package - if it is packaged well, there should be no or minimal jiggling.
* The only jewelry piece that Alter Ego Jewelry does not accept a return on is the “Party Favor Car Bracelet” because of the quality of the cars and manufacturer.
2. What is your exchange policy?
We will accept exchanges, provided you email us BEFORE returning merchandise. We will hold exchanged items for 10 days thereafter. Shipping charges may be applied to any exchanges.
3. What is your repair policy?
We offer a 30-day repair policy. Should you experience a problem with your item within 30 days, we will promptly repair or replace it with a minimal fee according to each piece. Should we not have the toy/character or fine gem in stock for replacement, the piece will be sent re-designed with something very similar with your approval, which takes approx. 2-3 weeks to complete.
Email us for a return authorization number and include a detailed explanation of the problem. Repairs beyond 30 days will be handled on a case-by-case basis, and may only be repaired, and not replaced even should we have the item in stock. You will be responsible for shipping/insurance costs in returning the item back to us. NOT obvious abuse or mis-care so be sure to take proper care of your items.
* The only jewelry piece that Alter Ego Jewelry does not repair is the “Party Favor Car Bracelet” because of the quality of the cars and manufacturer.
4. How do I properly care for my jewelry and accessories?
Always treat your jewelry and accessories with respect. Although we cannot provide a comprehensive care guide, following a few simple guidelines will help ensure that you can enjoy your pieces for years to come.