Returns & Refunds
You can return your item for free within 14 days of purchase.
Items must be returned new, unused, and with all labels and garment tags still attached.
Returns that are damaged, stained, washed or altered may not be accepted and may be sent back to the customer.
You may contact us for returns and exchanges at contact@delows.com, however, orders/transactions disputed through banking institutions or payment merchants or third party financing companies CANNOT be refunded until such dispute request/case are closed without appeals. We highly recommend you contact us prior to taking action(s) with the payment merchant.
Please Note: All returns must include the original sales receipt or packing slip and must be in their original, unaltered, unworn, and sellable condition. Certain exclusions apply. Used items will only be accepted for refund or exchange if found defective. Items that are personalized, custom-designed, or part of the High Jewelry or limited edition collections are considered final sale and cannot be returned. Additionally, our charity items sold are final sale due to donations made to our charitable partners.
If you placed your order via Instagram or Facebook, please use the respective app to initiate a return. These orders cannot be processed through our Returns site or at a Delows store.
For exchanges or repair services on online orders, we can arrange shipping to and from the country where the order was originally delivered. If service is needed from an international location, our Customer Care team will assist in finding a suitable solution. Please note that shipping charges, duties, and taxes will be your responsibility.
Returns that do not comply with the regulations above will not be accepted.
Affirm
A refund will be issued to your Affirm account once your return is processed. For most orders, Affirm will not charge interest if your return is completed within 30 days of the order date. Returns processed after 30 days may incur interest charges for the loan up to the return date. If you return only part of your order, the value of the returned merchandise, along with applicable taxes and fees, will be refunded to your Affirm account. You will still be responsible for paying the remaining balance with Affirm. For questions about your Affirm account, please contact help@affirm.com or call 1-855-423-3729.
DELOWS does not accept any worn or damaged products as returns. Customers can receive online store credit upon request.
The company established a return policy that addresses both parties of the transaction, the Buyer and the Seller. If Buyers have an issue with an item that they received, the Sellers, our agents, and/or our systems can decide if an item is eligible for a return and/or a refund. Buyer may receive a refund to the originating payment method, funds added to balance, or a Delows “account” credit (account credit) depending on eligibility. Buyers must initiate a refund and return request. Buyers may have a number of issues with the item that they received. The Buyer must initiate a refund and return request by contacting Delows through the Order Status or the Rating Page within 72 hours of delivery. Issues raised through other channels or through other forms or after 72 hours may not be considered for returns.
Eligibility
The Buyer may be eligible for a refund for the following reasons:
- Doesn’t match listing
- Possibly not authentic/ counterfeit
- Doesn’t work
- Damaged
- Item is incomplete
- Wrong item
The Buyer must provide complete, accurate answers to specific questions about the received item and provide each specific photo requested, both of which may vary depending on the type of issue the Buyer is presenting. Other issues may be raised during this process that may/may not result in a return or refund.
Policies
- Refunds will be made for all merchandise in original, unused condition within 14 days of the date of delivery.
- Refunds will be given in the original form of payment.
- Shipping and handling costs, gift box, and other charges are non-refundable.
- Refunds will include the cost of the item, plus any applicable sales tax.
- In order to exchange an item, please place a new order and return the original item for a refund.
- PayPal purchases may not be returned to Delows locations.
- Price adjustments will be honored within 14 days of purchase.
- If you have any other questions, please feel free to visit our Help Center page.
Evaluation
Delows evaluates the issue presented to determine if the item is as described or warrants a return or refund. In some cases, Delows may share the Buyer’s Issue with the Seller to understand the Seller’s perspective in the issue evaluation process. We may dispute the request and provide additional information. Delows may also have the Buyer and the Seller discuss and attempt to resolve the issue independently. If the Buyer has a complaint about the item that falls outside of Delows’s Refund Policy, the Seller may use discretion to accept a refund and item return due to complaints such as:
- Doesn’t fit
- Smells
- Doesn’t match listing
- Changed my mind
The Buyer and/or Seller may be asked to provide the following additional information as part of the evaluation:
- Provide photos to show the entire item(s) received
- Highlight the problem area (when applicable)
- Provide photos of the packaging and full shipping label
- Serial number or IMEI number (when applicable)
- Other information as warranted
Refunds – Under Nominal Amount
Refunds under a nominal amount are issued as an account credit upon issue review by Delows, expiring in 90 days, unless the Buyer requests to have the funds added to the account balance or processed back to the original form of payment. The item may not be required to be returned to the Seller. Requests for other payment forms must be made within 3 days of return approval and before credits are used.
Returns and Refunds – Over Nominal Amount
Refunds will be processed to the original form of payment no later than three (3) business days after confirmation from the Seller that the item was returned by the Buyer to the Seller.
- For approved returns, Delows provides a free shipping label to the Buyer. The Buyer has three (3) calendar days to mail the item back or the Return can be nulled. In the event that the item is shipped but cannot be delivered to the Seller, the Buyer will be refunded 14 days after approval.
- Refunds are also issued to the cardholder if the bank or issuer provides adequate evidence that the purchase was made without the cardholder’s knowledge.
- Refunds will be processed no later than 14 days after a written refund request has been received and substantiated.
- If a refund request is received after the transaction has been processed outside of our Return Policy timeframe, a refund to the original form of payment may not be available. In that case, an account credit may be made.
- Returns are reviewed by the Seller. The Seller has 24 hours from receipt to inspect the item before the refund is issued to the Buyer.
- Delows or third-party Seller may file a “Return Condition Dispute” and provide evidence of the condition or other claims which will be investigated before a refund can be issued. In such cases, the item may not be eligible for a refund to the Buyer.
Post Rating Refunds
An exception may be made in the event that Buyer can prove that an item was
- Stolen
- Counterfeit
- Up to 14 days after delivery of the item to the Buyer, the payment has already been released to the Seller, so a refund to the original form of payment is not available and Delows may refund the Buyer through an account credit. The item will not be returned. The credit is issued as an exception and will expire in 90 days.
Return Condition Disputes
When the Seller receives an item back from the Buyer, the Seller has 24 hours from the time of delivery to review the item and let Delows know that it was different from how it was sent. Sellers must request help from the Order Status Page or Help Center and completely and accurately provide the information and photos requested. Delows agents will review the request and may provide a partial or full credit to Delows account.
Return Process
Use the email used for your order and follow the instructions on the Orders page to receive your shipping label and tracking number. NOT ALL ORDERS QUALIFY FOR FREE RETURN LABELS. Returns will be accepted for items within 14 days of purchase with the exception of final sale items. All tags must be attached; the packaging must be intact, and the product must be unused.
A shipping label will be generated upon request for a return or exchange. The online store credit CANNOT be used for in-store purchases or phone orders.
Attention: Duties and/or customs paid upfront at checkout are considered non-refundable by Delows; You will need to reach out to your local customs agency to further process a customs/duties refund. Please feel free to contact our customer service team with any questions or concerns about this process.
How to Return an Item
Please complete the form included in your order, including the reason code (if available).
Repack the item you wish to return in original packaging. Be sure to enclose your return form.
How to Exchange an Item
Please return the item you wish to exchange, and place a new order for the replacement item.
Please send your returns to:
The address mentioned on your return label.
Holiday Returns Policy
The extended policy allows gifts* purchased between Thursday, 10/27, and Saturday, 12/24, to be returned until Saturday, 1/14.
*Items within Gift Category or gift wrapped by seller, sold during dates mentioned above qualify ONLY.
Gift Returns
All returns will be credited to the original form of payment. Gift cards used for payment on return orders will be refunded in the form of store credit (valid 90 days from date of issuance).
All Sales Final
Delows does not accept Returns or issue a refund if the Buyer rated the order and released payment to the Seller or in the following circumstances:
- Returned request approved, but Buyer does not return the item back to the Seller after seven days from receiving.
- If the Buyer does not contact Delows within the Return timeframe when Returns are accepted upon Seller’s approval.
- Prohibited, hazardous or illegal items are not eligible for a return
Any exceptions to the All Sales Final policy will result in an account credit that expires in 90 days.
Returns Abuse
Abuse of refunds and returns may, at Delows’s discretion, result in account limitation(s) and/or legal action.
No Return Items
Returns will not be offered for some jewelry items such as piercings, earrings, for hygienic reasons.
Items engraved, altered, resized, used, without original tags will not be returned. Please consult the store prior to placing an order.
Returns will not be offered for Face Masks for sanitation reasons.
Continental United States, Alaska, and Hawaii Customers:
For return orders with already included pre-paid shipping labels, Place the peel-and-stick prepaid return label on the outside of the package. The package may be dropped off at FedEx or USPS locations, as well as USPS collection boxes. Or schedule a free USPS pickup from your home or business address. Please record the tracking number from the label for your records. A charge of $10 for the prepaid shipping label will be deducted from your refund. Alternatively, you may use any traceable method of shipment.
U.S. Territory Customers:
Please use the return address label provided on the other side of the form, and ship via an insured and traceable carrier. If duties and taxes were applied on an order that is being returned, it is up to the customer to contact customs to have that amount refunded.
International Customers:
We accept international returns if your request is within 60 days of receipt of delivery. Please note that you will be responsible for any return shipping fees. Delows does not reimburse any duties or local taxes.
Contact Us for International returns.
We do not accept international exchanges. If you need to exchange an item you will need to request a return, ship the item back at your expense, and purchase the replacement item as a new order on Delows.com. NOTE: Applicable VAT tax or other duties and fees as well as shipping will be charged on the replacement item.
If we make an error and send you an incorrect or damaged item, we will cover all costs to ship the replacement. In this case, please contact us within 7 business days of receipt of your order. NOTE: A replacement cannot be shipped if we are not contacted within the 7-business day window. Delows is not liable for lost returned packages. Please retain a copy of your return tracking numbers to ensure receipt of your delivery.
Updated: 12/12/2024
