Free 30 Day International Returns
If you are not fully satisfied with your purchase, please contact us within 30 days of delivery to request a return, exchange,or resizing (where applicable). All requests are subject to review and approval by our Customer Care team.
Available resolution options may vary depending on the product type and level of customization.
Drexey reserves the right to refuse future transactions or close accounts in cases where return abuse, fraud, or suspicious activity is identified.
Eligible Return Reasons
As each piece is made to order, Drexey does not offer standard returns or refunds for non-quality-related reasons once production has commenced.
Return requests may be considered on a case-by-case basis under the following circumstances:
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You received an incorrect item.
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You received a gemstone color, metal option, or size that differs from your order confirmation.
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The item arrived damaged during transit.
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A gemstone is loose or missing upon delivery.
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The setting, clasp, chain, or other structural component has a verified manufacturing defect.
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The item cannot be worn safely due to a workmanship issue.
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The product materially differs from the specifications confirmed in your order.
If a quality issue is confirmed by Drexey, we will provide an appropriate resolution, which may include repair, replacement, remake, store credit, or refund.
For confirmed quality-related issues, Drexey will cover reasonable return or replacement shipping costs where applicable.
Ineligible Return Reasons
Return requests will generally not be accepted for the following reasons:
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Change of mind.
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Personal preference or subjective dissatisfaction.
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Incorrect size selected by the customer.
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Variations in gemstone color, tone, or appearance that fall within normal expectations and do not constitute a quality issue.
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The item matches the order confirmation and approved specifications but does not meet personal expectations.
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The customer no longer wishes to keep the item after delivery.
Any exception approved by Drexey for non-quality-related reasons will be subject to a 35% Product Recovery & Processing Fee.
This fee helps cover the costs associated with our made-to-order production process, including custom gemstone sourcing and preparation, stone selection, skilled craftsmanship, labor, precious metal loss during manufacturing, finishing, quality inspection, handling, and product recovery.
Original shipping charges, return shipping costs, customs duties, import taxes, VAT, payment processing fees, and any local fees are non-refundable where applicable.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Size & Fit Policy
Please carefully review your ring, bracelet, necklace size before placing an order.
For rings, we recommend using a professional ring sizing tool or visiting a local jeweler to confirm your size prior to purchase. Ring fit may vary based on finger shape, band width, temperature, time of day, and personal comfort preferences.
Customers are responsible for selecting the correct size at checkout. Sizing issues resulting from incorrect measurements or size selections are not considered quality defects and do not qualify for a refund.
Where design permits, Drexey may offer one-time resizing assistance. For eligible rings, we may provide a local resizing credit of up to $60 with a valid receipt from a professional jeweler.
Certain designs cannot be safely resized due to gemstone settings, band structure, gemstone placement, or material limitations. In such cases, Drexey may, at its discretion, offer an alternative solution, such as store credit, exchange assistance, or a reduced-cost remake.
If the size received differs from the size shown on your order confirmation, Drexey will provide an appropriate resolution,, which may include repair, replacement, or remake.
Exchange
For eligible cases, Drexey may offer an exchange as an alternative resolution.
Exchange availability is subject to product type, gemstone availability, metal selection, size, and production status.
If the replacement item is priced higher, the customer is responsible for the price difference. If it is priced lower, the difference will be refunded to the original payment method or issued as store credit, where applicable.
Return Eligibility
To be eligible for a return or exchange, all items must meet the following requirements:
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The item must be returned in its original, unworn, and unaltered condition, together with all original packaging and documentation, provided at the time of purchase.
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Items that have been altered, engraved, resized, or otherwise modified by any third party other than Drexey may not be eligible for return.
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Returns showing signs of wear, scratches, damage, misuse, perfume, cosmetics, lotions, water exposure, or any other condition that affects the item's original state will not be accepted.
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The return request must be reviewed and approved by Drexey prior to shipment. Unauthorized returns will not be accepted.
Items that do not meet these requirements may be refused, returned to the customer at the customer's expense, or handled under an alternative resolution at Drexey's sole discretion.
How to Return an International Order?
Initiate Your Return
1.Contact Us: Please contact our Customer Care team within 30 days of delivery. If your return is approved, you will receive a Return Merchandise Authorization (RMA) number. Returns without an RMA will not be accepted.
2.Prepare Your Return
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Include all original packaging, your return packing slip.
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Enclose your jewelry item(s) inside the original jewelry box.
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Place the jewelry box (containing your jewelry) inside a shipping box. We recommend using the original shipping box from your order.
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Place the return packing slip inside the shipping box with the jewelry.
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Seal the shipping box.
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For security reasons, please refrain from writing jewelry or other related words anywhere on the package.
3.Ship Your Return
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Domestic U.S. Orders:Customers are responsible for return shipping costs. We strongly recommend using a trackable and insured shipping service.
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International Orders: Customers are responsible for all return shipping costs, including any duties, taxes, and brokerage fees. Please ensure all required customs documentation is included to avoid delays.
Unauthorized returns (packages sent without an RMA number or to an incorrect address) will not be accepted.
Refund Process
1.Receipt and Inspection
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Upon receipt, our Quality Assurance team will conduct a thorough inspection.
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Receipt and inspection time may take up to 7 business days.
2.Refund Issuance
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Refunds will be issued via the original payment method.
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For credit card refunds,Please allow up to one full billing cycle for credit card refunds to appear on your statement.
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Any customs duties, import taxes, or local clearance fees are non-refundable, as these are collected by local authorities.
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If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery. We may request photographic evidence to expedite our review. Approved cases will receive a prepaid return label and an appropriate resolution, such as repair, replacement, or refund.
3.Order Modifications & Cancellations
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Orders may be modified or canceled within 24 hours of purchase for a full refund.
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Custom production typically begins within 12 hours of purchase. Requests submitted after the 24-hour window may be subject to a 20% production fee, reflecting materials and labor already allocated to your order.
Contact Us
To request a return review, report a quality issue, request resizing assistance, discuss exchange options, apply for store credit, or submit a refund request, please contact us at:
hello@drexey.com
Please include the following information:
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Order number
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Email address used for the purchase
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Clear photos or videos of the item (if applicable)
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A brief description of the issue or request
Our Customer Care team will review your submission and advise you on the next steps.
Please do not return any item without prior authorization from Drexey. Unauthorized returns may be refused and returned to the sender.
