RETURN, REFUND & EXCHANGE POLICY
At Orleone, every jewelry piece is crafted with intention and precision by our experienced artisans. We stand behind our craftsmanship and strive to make your shopping experience clear, seamless, and trustworthy.
HOW TO INITIATE A RETURN OR EXCHANGE
1
Contact Support
Email support@orleone.com within 30 days of delivery with your Order ID.
2
Get Authorization
Our team will review your request and provide our designated return instructions.
3
Package & Ship
Pack the piece in its original box with tracking. Return shipping is customer's responsibility.
4
Inspect & Refund
Refunds are issued to the original payment method within 5–7 business days after inspection.
INITIAL QUALITY CONCERNS UPON DELIVERY
We perform rigorous bench checks prior to dispatch. If you believe your order arrived with a manufacturing defect, please contact us within 3 days of delivery with clear macro photos or videos and your order number.
Covered Unboxing Issues:
- Major structural defects in metal casting or band breakage upon arrival
- Loose, missing, or improperly seated accent/center stones upon unboxing
- Significant discrepancies between the delivered item and confirmed order specifications
Important — The Following Are NOT Considered Quality Defects:
- Natural Gemstone Variations: Inclusions, moss patterns, or mineral textures in natural stones (e.g., Moss Agate, Moonstone, Salt & Pepper Diamonds) are unique botanical signatures.
- Color-Shift Characteristics: Gemstones such as Alexandrite display intentional color-shifting properties under varying light conditions.
- Subjective Expectations: Ring proportions or gemstone dimensions matching the exact measurements stated on the product page appearing larger or smaller on the hand.
RETURN & EXCHANGE ELIGIBILITY
| Category | Eligibility | Condition & Fees |
|---|---|---|
| Standard Catalog Pieces | Eligible within 30 days of delivery | Must be brand new, unworn, undamaged in original packaging. Customer covers return shipping. |
| Custom & Bespoke Orders | Final Sale (Non-Returnable) | Includes custom stone sourcing, CAD alterations, or custom engraving unless a defect exists. |
| Rush Service Fees | Non-Refundable | The $50 rush crafting & expedited dispatch service fee is non-refundable once work has commenced. |
RING RESIZING SERVICE
Finding the exact ring size is essential. We offer one complimentary ring resize within 60 days of delivery (typically up or down 1 standard US size) for eligible ring structures.
- Shipping for Resizing: Customers are responsible for insured round-trip shipping if the size provided at checkout was inaccurate.
- Complex Bands: Full eternity bands, intricate pavé settings, 950 platinum rings, or complex contoured ring enhancers cannot be mechanically resized and may require remaking (remake fees apply).
- Size Recommendation: We strongly encourage getting sized with a standard ring sizer at a local jeweler before placing your order.
Have questions regarding an exchange, resize, or return request?
Please contact our dedicated support team at support@orleone.com with your order number.
Please contact our dedicated support team at support@orleone.com with your order number.
