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Return & Refund Policy

At RILLOVINE, every piece is created or selected with care. We want you to feel confident in your purchase and understand how returns, cancellations, exchanges, and refunds are handled.

Returns

Eligible non-personalized items may be returned within 7 days of delivery.

To be eligible for a return, the item must be:

Unworn and unused
In its original condition
Returned with its original packaging
Free from damage, alteration, or signs of wear

Before returning an item, please contact us at [support email] to request return instructions.

Returns sent without prior authorization may not be accepted.

Personalized & Custom-Made Items

Because personalized and custom-made jewelry is created specifically for you, these items are not eligible for return or exchange due to a change of mind.

This includes, but is not limited to:

Personalized name jewelry
Initial jewelry
Custom charm combinations
Engraved items
Jewelry customized with names, letters, numbers, symbols, birthstones, zodiac signs, colors, or other customer-selected details

Please carefully review all personalization details before placing your order.

This restriction does not affect your rights if an item arrives damaged, defective, or incorrect.

Order Cancellations & Changes

Orders may be cancelled within 1 hour of purchase, provided the order has not already entered production or fulfillment.

If you need to cancel or change an order, contact us as soon as possible at:

[support email]

Please include your order number and the requested change.

After the 1-hour cancellation period, we cannot guarantee that an order can be modified or cancelled.

Personalized and custom-made orders may enter production quickly, so changes may no longer be possible once production has started.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please provide:

Your order number
A description of the issue
Clear photos of the item
Clear photos of the packaging, where relevant

Once we review the issue, we may offer an appropriate resolution such as a replacement, repair, refund, or store credit.

If the issue was caused by an error on our part, RILLOVINE will cover the reasonable cost of resolving it.

Non-Returnable Items

The following items are generally not eligible for return:

Personalized or custom-made jewelry
Engraved products
Items returned more than 7 days after delivery
Items that have been worn or used
Items damaged through misuse or improper care
Items altered or repaired by a third party
Items returned without prior authorization

For hygiene reasons, certain jewelry products may also be non-returnable once worn, where permitted by applicable law.

Return Shipping

Customers are responsible for return shipping costs for eligible returns unless the item is damaged, defective, or incorrect due to an error by RILLOVINE.

We recommend using a tracked shipping service.

RILLOVINE is not responsible for return packages lost or damaged during return transit.

Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow additional time for your bank, card issuer, or payment provider to process the refund.

Original shipping charges are generally non-refundable unless the return is caused by an error on our part or otherwise required by applicable law.

Exchanges

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

For other eligible non-personalized items, contact us before sending the item back so we can confirm whether an exchange is available.

Personalized and custom-made items are not eligible for exchanges based on a change of mind or incorrect personalization information submitted by the customer.

Incorrect Personalization Information

Customers are responsible for checking all names, initials, numbers, symbols, birthstones, zodiac signs, colors, sizes, and other customization details before completing their order.

RILLOVINE is not responsible for personalization errors resulting from incorrect information submitted by the customer.

If you notice an error after placing your order, contact us within the 1-hour cancellation/change window. We will try to assist, but changes cannot be guaranteed once production has started.

Incorrect or Undeliverable Addresses

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned because of an incorrect, incomplete, or undeliverable address provided by the customer, additional shipping charges may apply before the order can be resent.