Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible, your item must be unworn and unused, in the same condition you received it, with the original jewelry tag attached and in its original packaging. You'll also need your receipt or proof of purchase.
- Items must show no scratches or signs of wear.
- Items must not have been resized, engraved or altered in any way.
- Items returned without their original jewelry tag are not eligible for refund or exchange.
- Any promotional gift received with the order must be returned with it. If it isn't, the retail value of that gift is deducted from your refund.
- Items returned in unacceptable condition will be sent back to you at your expense.
How to start a return
Email us at support@mapplegems.com with your order number and the reason for the return. Once your return is approved, we'll email you the return address and instructions for sending your package.
Returns sent to us without an approved return request cannot be accepted. Please do not send returns to the address on your parcel or to our business address — only use the return address we email you.
Damages and issues
Please inspect your order as soon as it arrives. If anything is defective, damaged, incorrectly engraved, or simply not what you ordered, contact us straight away at support@mapplegems.com and we'll make it right. Report it within the 30-day window so we can act on it.
Non-returnable items
- Customised and special-order items — including changes to ring size, stone size, stone type, engraving, colour, or any design modification you requested — are non-refundable and non-returnable, because they are made specifically for you and cannot be resold.
- Items purchased from the clearance collection.
- Items received as a replacement or exchange.
- Gift cards.
Exchanges
The fastest way to get what you want is to return your item and, once the return is approved, place a new order.
To exchange, contact us at support@mapplegems.com within 30 days of delivery, return the item once authorised, and we'll issue store credit you can use for the new piece.
Return shipping
You arrange and pay for return shipping, and you must use a tracked service — untracked returns cannot be processed. Send us the tracking number and courier once your parcel is on its way.
We reimburse $10 as store credit toward your return shipping when the fault is ours:
- You received the wrong item.
- The item arrived broken or defective.
- The engraving is incorrect.
For exchanges made for other reasons — wrong size ordered, or you simply don't like the piece in person — the $10 exchange shipping fee is charged to you.
Original shipping charges are non-refundable, including on orders that qualified for free or reduced shipping, as the shipping cost is incurred on every order.
Refunds
Once your return reaches us, we inspect it within 5 business days and let you know whether the refund is approved.
If approved, your refund is issued to your original payment method within 7 business days. If you'd prefer store credit instead, just tell us. Bear in mind your bank or card issuer may take additional time to post the refund to your account.
If more than 15 business days have passed since we approved your refund and you still haven't received it, contact us at support@mapplegems.com.
Cancellations
If you cancel an order that has not yet entered production, contact us at support@mapplegems.com as soon as possible. Because every piece is made to order, once production has begun a cancellation is treated as a return and the terms above apply.
Rose and yellow gold finishes on sterling silver
Rose and yellow gold colouring on our 925 sterling silver pieces is a plated surface finish. With daily wear, rubbing and contact will cause this finish to fade over time. This is normal for plated finishes and is not considered a quality fault.
Contact
Mapple Gems
Email: support@mapplegems.com
Phone / WhatsApp: +1 801-447-7699