Returns & Exchanges
Return is eligible within 30 days upon receipt.
Your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. An other proof of purchase or receipt is also required.
If you have any return questions, do not hesitate to contact us at support@poetrobson.com
All returns are subject to a 20% restocking fee as our designs are handmade. The cost of the resizing and polishing part at our end involves labour. We will charge a higher restocking percentage if the part is in need of additional cleaning or repairs (or under any other circumstance that would prevent resale) which repair work we put into this return typically be explained to customer.
Damages and issues
Check your order upon receipt and contact us if the product is damaged or defective, otherwise we will analyze it to determine a solution.
To return any item that cannot be returned please refer to the following sectionBecause of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
Custom or personalized orders
Eternity Bands made to order
Items on Sale
Sale Day Sales Made
Should you exchange your one-of-a-kind, we will credit the entire purchase amount of what was originally purchased to another equal or greater value. As we stated on the product page, it will take a little time to process and make something fresh. You must get in touch with us within 30 days from the date you receive the piece. The credit is not redeemable for future purchases and the customer may only exchange pieces with the same category once.
Contact us before sending your jewelry back so we can verify that it will arrive safely. Return shipping costs are the responsibility of clients and we recommend that you return your package insured mail with tracking—we do not take responsibility for items lost in in transit.
Refunds
We will also notify you regarding the approval or rejection of your refund once we have received and inspected your return. Once your refund is processed, please enter the details of it here so we can approve it. Remember, it may take time for your bank or credit card company to process and post the refund.
Cancellation
If a customer wishes to cancel their order, they must notify us within 24 hours of placing the order. We start processing orders immediately, and cancellations made after 24 hours will incur a 20% fee to cover restocking and labor costs.
This fee is necessary to account for the time and resources already invested in processing your order. We appreciate your understanding and cooperation.
Resizing
Every ring we ship fits right out of the box or it is free to size. The ring is only for shipping (you mail us the ring).
As of now, we have a 1-2 week timeline for resizing requests only from the time you receive your ring.
Ring sizing is not universal. We recommend using our Perfect Fit Ring Sizer. This is an industry standard metal sizing tool and your best chance at making sure you get the right fit on you first try. Upon completion, you can return the Perfect Fit Sizer to us for recycling at which time we will refund your sizer less shipping costs. Order It Here.
When we have your ring for the resize, we will also do a full inspection. We'll also automatically handle any small squeaks and rattles that come from normal wear-and-tear. Note If you have anything to work that takes more than this, we are going to send you a form for intake. Following your approval, we will re-finish the details on your ring.
We will also, simply replace your ring for the original one in another size and skip resizing altogether if sizing is unavailable. Why? Where either a) it would make turn-around time faster, or b) if the design integrity suffers. Exchange would be on plain gold bands with no stones. As with everything we make, the exchanged ring would be handmade from the ground up. Naturally, we will always reach out to you should that path be advised.
Unfortunately, clients have to pay for shipping both ways (including customs fees for international client side).
That being said: Resizing your ring If you have selected the “Eternity Band” style option for your center, resizing will cost $100 (unlike our normal complimentary). We will ask for you to email us with your ring size so that we can make production of those pieces.
Information About Repairs
For repair please email us at support@poetrobson.com But first, there are some key things you need to be aware of how we carry out our repairs:
Our restore technicians fill out a piece of writing up consumption document that displays the condition in their laptops as well any repair work. We are always going to get you a copy of that intake form so we can be on the same page.
Then we will jump right in to all of the warranty work (and not bother you for approval). This can include:
- Stone replacement or re-set
- Replacing the setting
- Prong work or replacement
- Filling in thinner sections of the band
- Resizing the ring
Before you send us your piece, though, please give a heads up if 1) you don't want any or part of that warranty-related work done for it and/or 2) would like to review and approve the scope of everything before hand.
If additional work is needed that we deliver beyond the warranty, we will inform you. At that point, you will be able to opt out of those repairs if so desired.
Shipping is to be paid by the customer// YOU are responsible for all further shipping costs
Current turnaround time for repairs are 2-3 weeks from the date we receive your piece.
PLEASE NOTE: Should your piece require a new stone, we are unable to guarantee that limited edition or one-of-a-kind stones will be replaced. If we do not have that exact stone, rare as it may be, our professionals will contact you and then provide a similar enough alternative to recreate the jewel just for you.
We understand accidents can happen, and fine jewelry is fragile.
If anything does go wrong, do not fret your pretty little head. All of our pieces come with a very generous lifetime warranty. We believe in what we do and would like to see you supported along with your jewelry.
