Refund policy

Our Returns & Cancellation Policy

At Rae Shields, every piece of jewelry is a unique story, handcrafted just for you. Because each creation is deeply personal and made-to-order, our policies reflect the time, care, and artistry that go into your specific piece. We have designed our process to be collaborative and clear, and we ask that you please review the following guidelines before making a purchase.

Changes & Cancellations for Custom Orders

This policy applies to all custom pieces, including those with portraits, hand/foot prints, birthstones, or custom engraving, whether purchased during a sale or not.

  • Within 24 Hours of Ordering: You may cancel your order for a 100% refund to your original payment method.
  • After 24 Hours (Before Design Work Begins): If you wish to cancel after the 24-hour window, we will happily issue a full store credit for the amount paid, which you can use for a future creation.
  • After Your Design Proof Has Been Created: If you decide to cancel after our artists have created and sent your design proof, we will issue a store credit for the amount paid, minus a non-refundable $25 design fee. This fee compensates our artists for their dedicated time spent on your unique design.

Your Design Approval: The Final Step

The design proof we email to you is the most crucial step in our collaboration. It is your opportunity to carefully review all details—including spelling, dates, and design placement—and request any final changes.

Once you provide your written approval for the design, your piece is considered FINAL SALE. At this stage, production begins immediately, and we can no longer accept cancellations, returns, or exchanges.

If Your Piece Arrives With an Issue

We inspect every piece carefully before it leaves our studio. However, in the unlikely event that your jewelry arrives damaged, or if there is an error on our part that differs from your approved design, please follow these steps:

  1. Contact Us Promptly: Email us at info@raeshields.com within 5 days of receiving your order.
  2. Provide Details: In your email, please include your order number, a brief description of the issue, and a clear photo showing the damage or error.
  3. Our Review: Our team will review your claim and, if the error or damage is confirmed, we will work with you to repair or replace your piece at our discretion.

Shipping for Approved Returns

For any approved returns (e.g., for a confirmed repair or replacement), you will be responsible for the cost of shipping the item back to our studio. We recommend using a trackable shipping service for your peace of mind.

Rae Shields reserves the right to review and make decisions on all policy matters on a case-by-case basis.