30-Day Returns for Made-to-Order Jewelry

We want you to feel confident when choosing your Drexey jewelry. Return requests may be submitted within 30 calendar days after your order is delivered.

Because each Drexey piece is handcrafted to order, different terms apply to non-defective returns and confirmed quality issues. Please review the terms below before placing your order.

Order Changes and Cancellations

You may change or cancel your order within 24 hours of placing it for a full refund. After the 24-hour change window, your piece enters made-to-order production and can no longer be canceled free of charge.

If a cancellation is approved after the 24-hour window, a 35% Made-to-Order Recovery & Processing Fee will be deducted from the product price. Please contact us as soon as possible at hello@drexey.com if you need to change a gemstone, metal, size, shipping address, or other order detail.

Return Eligibility

To qualify for a return, all of the following conditions must be met:

• The return request is submitted within 30 calendar days after delivery.
• The item is unworn, unaltered, undamaged, and returned with its original packaging and accompanying materials.
• The item has not been engraved, resized, repaired, or otherwise modified by a third party.
• The return is authorized by Drexey before shipment and is sent back within 14 days after authorization.

Items showing signs of wear, scratches, misuse, perfume, cosmetics, lotions, water exposure, or third-party modification may be refused or may receive a reduced refund where permitted by law.

Non-Defective Made-to-Order Returns

For non-defective returns—including a change of mind, color preference, personal preference, or an incorrect size selected by the customer—a 35% Made-to-Order Recovery & Processing Fee will be deducted from the product price. The remaining 65% will be refunded to the original payment method after the returned item has been received and inspected.

This fee reflects non-recoverable costs associated with gemstone allocation and preparation, stone selection, hand setting, production labor, finishing, quality inspection, precious-metal loss, handling, and product recovery.

Natural variations in gemstone color, tone, internal features, and appearance that fall within the disclosed product specifications are not considered defects. Eligible items may still be returned under the non-defective return terms above.

Damaged, Defective, or Incorrect Items

If your jewelry arrives damaged, contains a manufacturing defect, or differs materially from your confirmed order, the 35% fee does not apply.

Drexey will cover reasonable return shipping costs and provide an appropriate repair, replacement, remake, store credit, or full refund at no cost to you.

Please contact hello@drexey.com with your order number and clear photographs or video of the issue. Reporting visible delivery damage within 48 hours helps us review the carrier claim quickly, but does not limit any rights provided by applicable law.

Size and Fit

Please review your ring, bracelet, and necklace measurements carefully before placing your order. An incorrect size selected by the customer is not considered a manufacturing defect and is handled under the non-defective return terms.

Where the design permits, Drexey may offer one-time resizing assistance. For eligible rings, Drexey may provide a local resizing credit of up to $60 with a valid receipt from a professional jeweler. Some designs cannot be resized safely because of their setting, band structure, gemstone placement, or material.

If the size received differs from the size shown in your order confirmation, Drexey will provide an appropriate resolution at no cost to you.

Exchanges

Approved exchanges are subject to product type, gemstone availability, metal selection, size, and production status. Non-defective exchanges may be subject to the 35% Made-to-Order Recovery & Processing Fee because a new piece must be produced.

If the replacement item costs more, the customer is responsible for the difference. If it costs less, the difference will be refunded to the original payment method or issued as store credit, where applicable.

Return Shipping

United States: For eligible U.S. returns, Drexey provides one complimentary prepaid return shipping label. The 35% Made-to-Order Recovery & Processing Fee still applies to non-defective returns.

International orders: For non-defective international returns, customers are responsible for return shipping, insurance, duties, taxes, brokerage charges, and related fees. Drexey will cover reasonable return shipping costs when an international order is confirmed to be damaged, defective, or incorrect.

Original expedited shipping charges, customs duties, import taxes, VAT, and fees collected by local authorities are non-refundable unless required by applicable law.

How to Request a Return

1. Email hello@drexey.com within 30 days after delivery.
2. Include your order number, the email address used for the purchase, the reason for the request, and photographs or video where relevant.
3. Wait for return authorization and shipping instructions before sending the item.
4. Pack the jewelry securely with its original box, packaging, and accompanying materials. Do not write “jewelry” or similar wording on the outside of the parcel.

Returns sent without prior authorization or to an incorrect address may be refused and returned to the sender.

Refund Processing

After the return is delivered, our Quality Assurance team may take up to 7 business days to inspect the item and process the approved refund. Refunds are issued to the original payment method. Your bank or payment provider may require additional time for the funds to appear.

Statutory Rights

Nothing in this policy limits any mandatory consumer rights that apply in your country or region. Where applicable law provides broader cancellation, return, repair, replacement, or refund rights, those rights will prevail.

Contact Us

For return requests, quality concerns, cancellation requests, resizing assistance, or exchange questions, contact hello@drexey.com.