Refund policy

RETURNS

We stand behind every item we sell and want you to be truly delighted with your purchase. If you are not 100% satisfied with your purchase, you can return or exchange items up to 14 calendar days after receiving your original order - no questions asked. The product must be sent back in its original condition, original packaging and without previously used postage labels. 

Complimentary return shipping is available to customers in the United States and Japan. The return procedures below apply to U.S. customers. Customers in Japan should follow the Japan Returns procedure outlined separately in this policy.

  1. Contact our Customer Service department at +1 (213) 327-0966 T or send an email to sales@safiyajewels.com to process a return.
  2. Advise the representative that you wish to return your order.
  3. Within one business day of your phone call we will email you a pre-paid, fully insured FedEx 2-Day label, along with instructions on how to safely and securely package your items.
  4. Take your order and the label to the nearest FedEx location and simply mail it back to us. If you need packaging materials, FedEx will assist you.
  5. Your order should arrive in our office within two business days (excluding weekends and holidays).
  6. All refunds will be processed within two weeks, in the form of the original purchase method. Bank wires will be refunded via company check.
  7. It may take up to 10 working days for the funds to be credited into your bank account, depending on your bank or card issuer.

Complimentary return shipping is available for eligible orders delivered within the United States and Japan. Returns from other international destinations are not eligible for complimentary return shipping. Special orders and custom-made jewelry are not eligible for discretionary returns, except where otherwise agreed in writing or required by applicable law.

Items sent to our office without a RAN number, packages shipped beyond the 14-day return period, or packages that are improperly packaged or uninsured will not be accepted.

Returned merchandise must be undamaged and in "new and unused condition" to be deemed acceptable for refund or exchange. Items showing obvious signs of wear or alteration by a jeweler will not be accepted.

Jewelry must also be accompanied by the original lab reports if any, appraisal, and certificate of authenticity along with all the original packaging or a $200 charge will be assessed to replace any lost item.

We cannot resize eternity bands and tension rings, as they need to be completely re-crafted. Therefore, it is very important that you order the correct size at the time of purchase. If you need help determining a ring size, use the ring size chart or contact our customer service team.

RETURNS FROM JAPAN

We are pleased to extend our complimentary 14-day return policy to customers in Japan.

We understand that purchasing fine jewelry online requires trust, particularly when selecting a rare gemstone such as natural alexandrite. We want our Japanese customers to feel completely confident in their purchase.

If you are not entirely satisfied with your eligible purchase, you may request a return within 14 calendar days of receiving your order.

Complimentary Domestic Return Shipping

For customers in Japan, we provide a prepaid, fully insured domestic return shipping label at no additional cost.

Returned jewelry will be shipped to our designated return-handling office in Tokyo, Japan, rather than internationally to the United States.

Return Procedure

  1. Contact our customer service team at sales@safiyajewels.com within 14 calendar days of receiving your order.

  2. Include your order number and let us know that you would like to arrange a return.

  3. We will provide a Return Authorization Number (RAN), a prepaid insured domestic shipping label, and secure packaging instructions.

  4. Carefully package the jewelry with its original packaging, certificates, appraisal documents, and any accompanying laboratory reports.

  5. Ship the jewelry to our designated return-handling office in Tokyo using the provided shipping label.

  6. Once the jewelry has been received and inspected, Safiya Alexandrites will process the refund to the original payment method.

Refunds

Eligible returned jewelry will receive a full refund of the jewelry purchase price, provided the item is returned in its original, undamaged, and unused condition, together with the required accompanying documentation.

Refunds will be processed within 14 calendar days after receipt and approval of the returned merchandise. Additional time may be required for the funds to appear in your account, depending on your payment provider.

For eligible returns from Japan, Safiya Alexandrites will refund the full amount paid to us at checkout, including the jewelry purchase price and any import duties and taxes collected by Safiya Alexandrites as part of the order. Complimentary insured domestic return shipping is provided at no additional charge. Refunds are subject to the return eligibility and condition requirements stated in this policy. Charges paid separately to third parties are not included.

Important Conditions

Special orders and custom-made jewelry are not eligible for discretionary returns unless otherwise agreed in writing or required by applicable law.

Jewelry showing signs of wear, damage, alteration, or unauthorized repair may not qualify for a discretionary return.

All returns must be authorized in advance. Please do not send jewelry to our Tokyo office without first receiving return instructions and an approved shipping label.

Safiya Alexandrites USA remains the seller responsible for processing all refunds. Our Tokyo office acts solely as a local return-handling facility.

INTERNATIONAL RETURNS (EXCLUDING JAPAN)

The following customs declaration instructions apply to international returns shipped to our United States office. They do not apply to domestic returns within Japan, which are handled through our designated return-handling office in Tokyo.

All returned items should be declared as a “Return Merchandise” on the customs declaration; returned packages that don’t have this mention on their custom declaration may not be successfully delivered to our office and may incur additional fees.

INCORRECT ORDERS

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on +1 (213) 327-0966 T or email us at sales@safiyajewels.com and we will look into it. Please include your order reference at all times when sending an email.