SHIPPING & RETURNS

All returns must be made by following the procedures set forth in this Return Policy.

All items purchased are subject to a 15% percent restocking fee, unless shipped then a 30% restocking fee will be accessed. Customers may request an exchange, a store credit, or a combination of an exchange and a store credit for merchandise, subject to the terms and conditions set forth in this Return Policy

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Please inform one of our representatives of your request to return jewelry for refund or exchange in accordance with the procedures set forth below. A request for a return for a refund must be made within 3 business days of the date of delivery by the shipper to the Customer. A request for a return for an exchange or a store credit may be made up to 30 calendar days after the date of delivery by the shipper to the customer. The customer is responsible for the cost of fully insured shipping back to Neptune Candy. Merchandise must be returned to Neptune Candy in the same condition in which it was received by the customer and include all certification factory stickers and unbroken tags that were attached. Items returned for an exchange or refund that are not returned in the same condition as customer received it in will result in denial of a refund or exchange. All merchandise returned for refund, exchange or store credit will have to be sent by a Neptune Candy approved shipper. Upon receipt of a returned item, all items will be processed by a thorough inspection with our jewelry experts to ensure that the merchandise is in the original condition in which it was sold. During the return process, we will request you to provide your order number and email address, as well as other information needed by us to process your request.

 

Neptune Candy  has no obligation to honor a request for a refund or exchange if the merchandise is not returned in accordance with this return policy. Personalized items (such as custom made, engraved merchandise, picture pendants, etc.) cannot be returned for refund or exchange. Items that are damaged or defective prior to receipt or that are not as described on Neptune Candy's website are eligible for return for refund or exchange in accordance to the terms for refund above, minus the restocking fee. Defective merchandise that is not returned within the time frames set forth above are subject to the terms of the warranty, if any.

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For Neptune Candy to process a claim that you have not received an item which the shipper claims has been delivered (based on the shipper’s tracking history), you must make a report to Neptune Candy within 5 days of the shipper’s claimed date of delivery, and you must cooperate with us in promptly filing a police report and otherwise following the procedures and requirements set forth in this return policy. It typically takes 45 to 60 days from the date of Neptune Candy's receipt of your police report for the shipper to investigate the loss and determine whether it is liable. If the shipper determines that it is, in fact, liable and refunds Neptune Candy for the loss, then Neptune Candy will promptly pass the refund along to the customer. If Neptune Candy determines that refund, replacement, or store credit is not justified, none will be granted. Reasons not to grant the refund or replacement include, but are not limited to: an adverse determination made by Shipper based upon its in investigation; Customer’s personal information provided on the claim are inconsistent in a material respect with what was provided on purchase; failure of customer to follow the procedures set out in this return policy; failure of Customer to cooperate with an investigation by Neptune Candy, law enforcement, or the shipping carrier; the appearance of irregularity in the sales or return process; failure of customer to provide a police report; or other circumstances at Neptune Candy's sole discretion

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