Returns, Refunds & Replacements

1. Return Policy Updates – 2/2/22

2. How to Place a Return Step-by-Step Instructions

3. Returns Definitions

4. FAQs

How to Process a Return

Processing returns for yourself and your customers is fast and easy in your Ambassador Lounge! Orders can either be processed as a Return or a Replacement. Find more details on Replacements below. Additionally, if you need further clarification on what qualifies as a Replacement, please see the the Return Definitions above.

If your order qualifies as a return, please follow the instructions below on how to process a return:

1.  Log into your Ambassador Lounge and then go to the “Orders & Shop” tab on the menu bar and select “View Orders and Returns” from the drop down menu.

2. Now you are on your Order History page, which includes all of your personal orders and your customer and Host orders as well either in Placed Orders or Saved Orders.

3. Select the order for which you would like to process a return. You can easily use the search toolbar to search by name, email, order #, or product. Once you have found and selected the order, let’s start processing the return!

4. On the far right side, click “Start Return” to begin the return process for your order!

5. Select the item that you or your customer would like to return by clicking the box on the far left of the item or items that you want to return. Once the boxes are clicked, they will turn blue and have a check mark in them.

6. Once this is selected, a pop up window will come up; this is where you would select the “Main Reason” and “Detailed Reason” for the return.

7. Once you have selected these, Select a “Resolution”and click Next to move to the next step!

8.  You will be taken to your review refund details window; you have the option to choose store credit or refund to a credit card.

9. Once your refund type is selected and all of the other information is correct, select “Submit” in the lower right hand corner.

10. Here is the refund details page and this is where you can access your return shipping label that you will need to print in order to mail the items back. Congrats, you are all done!

**Note that when processing a return for you or your customer, both will be notified via email that the return process has been started and they will have access to the return shipping label to send their items back to our distribution center. Credit cards will be refunded, Store Credit will be loaded to the customer’s account if they are requesting a return for Store Credit & Product Credit will be loaded to the Ambassador’s account (for Ambassador returns if you used Product Credit towards your purchase) when the items are received at the distribution center.

Returns Definitions

When processing your return, please choose the reason detail as accurately as possible. Use the definitions below to make the process easier.

 

Resolution Definitions

Resolution Available: Refund

Resolution Available: Refund/Replacement

FAQs

What is the Customer Return Policy?

You can easily process returns within your Ambassador Lounge. We are happy to provide your customer with a refund in the original form of payment within 21 days, and Store Credit refund within 90 days. Refunds to Store Credit will also include a one-time refund of the standard shipping rate, plus tax, if paid on the original order. EVER products may be returned for a full refund within 45 days of purchase per the 45-day Money Back Guarantee. A customer can return their product online for the first 21 days, but due to system limitations, she must call the Delight Center to make her return after 21 days. 

Returns are accepted on unworn items in resalable condition (excludes sale items, Display Items, Personalized Engravables, and Business Supplies, which are Final Sale). Items must be returned in the original packaging.

Items should be returned in their original packaging and the pre-paid return shipping label (free return shipping labels starting 2/1/22) must be attached on the outside of the packaging.

Is your customer’s order missing an item or did their order contain the wrong item? If so, we ask that you or your customer notify us within 14 days from their order date. Items that break prior to wear or have any product defects must be reported within 14 days of receipt to be eligible for a refund, exchange or replacement.

Timing of Refunds: Your customer’s refund will be processed upon receipt of their returned item at our Distribution Center. Please send returns back in a timely fashion and within 21 days. Once we process their return, their refund will be available up to 30 business days later depending on their issuing bank and/or billing cycle. If your customer paid you with cash or check, your customer is to follow up with you directly, as you are responsible to refund the customer.

What is the Ambassador Return Policy?

Ambassador Personal Orders (purchased at 25% off):

• You can easily process returns within your Ambassador Lounge. We are happy to provide you with a refund in the original form of payment, within 21 days and Store Credit refund within 90 days of order placed. Refunds to Store Credit will also include a one-time refund of the standard shipping rate, plus tax, if paid on the original order. EVER product may be returned for a full refund within 45 days of purchase per the 45-day Money Back Guarantee. Within 120 days, as an Ambassador you are able to issue a replacement. Beyond 120 days, please contact the Delight Center for assistance and provide your original order number. Lost items or items damaged due to normal wear and tear are not covered under our replacement policies.
• Items should be returned in their original packaging and the pre-paid return shipping label must be attached on the outside of the packaging.
• Is your order missing an item or did your order contain the wrong item? If so, we ask that you notify us within 14 days from the order date. Items that break prior to wear or have any product defects must be reported within 14 days of receipt to be eligible for a refund, exchange or replacement.
• Timing of Refunds: Your refund will be processed upon receipt of your returned item at our Distribution Center. Please send returns back in a timely fashion and within 30 days. Once we process your return, your refund will be available up to 30 business days later depending on their issuing bank and/or billing cycle.
• Once we process your return, your refund will be available up to 30 business days later depending on their issuing bank and/or billing cycle.

Ambassador Tops Orders
Ambassador Tops Orders are eligible for a return within 14 days of the order date & for store credit only.

What is the Delight Guarantee?

At Stella & Dot, absolute delight is our No. 1 priority.  We take pride in the quality of our products and want you to fall in love and stay in love with them. Our customer-friendly return policy – offering returns for 90 days – ensures our customers are always delighted with their purchases.

Beyond 90 days, if you are not pleased with the quality of an item, we’ll make it right! We are happy to replace any item with product quality concerns due to a manufacturer’s defect.  Within 120 days, you as the Ambassador are able to issue a replacement.  Beyond 120 days, please contact the Delight Center for assistance and provide your original proof of purchase. Lost items or items damaged due to normal wear and tear are not covered under our replacement policies.

Note: sale styles, Business Supplies, Personalized Engravables, Display items and Final Sale and cannot be returned.

Does the Delight Guarantee apply to Ambassadors?

Yes! The Delight Guarantee applies to Ambassador Personal Orders (excluding tops orders). Please note that it does not apply to Business Supplies, Personalized Engravables, Display or Final Sale items. That said, at Stella & Dot, we stand behind the quality of our products and in the case, we encounter a product that does not meet our high quality standards, we will do what’s best for our Ambassadors, and make it right.

How do I process a return?

All returns and replacements can easily be processed in your Ambassador Lounge. To get started, navigate to the View Orders and Returns page .  Locate the order number, open the detailed view by clicking he black arrow on the left, then select “Return Items”. You can also click into the order and then click the Return Items button in the Order Details view. The system will prompt you along to complete your return and you will receive an email confirmation.

Please ensure your return is mailed back within 30 days of initiating your return. Please note, RMAs returned without the Return Shipping Label will not be processed.

Where can I locate a return shipping label?

You can find your return shipping label as it is attached onto the email confirmation you have received after your return has been processed in your Ambassador Lounge. You can also find your return shipping label by logging into your Stella & Dot account and visiting Order History – Returns. You will see your printable pre-paid return shipping label under the associated return order number.

When will I receive my refund?

Your refund will be processed upon receipt of your returned item at our Distribution Center. Once we process your return, your refund will be available 8-10 business days later depending on your issuing bank and/or billing cycle.

How do I package my return?

Simply apply the return shipping label emailed to you to the outside of your box. Items must be returned in the original packaging. The box in which the items were originally shipped can be reused if the size is still appropriate.

I have multiple returns from multiple orders – what do I do?

If you processed multiple items under one return RMA, please be sure all items are included. The Return Shipping Label can be found in the email confirmation after the return is processed, and also in the Ambassador Lounge under your Orders & Shopping tab.

If you want to send back items belonging to multiple return RMAs in one box, please be sure to include those separate Return Shipping Labels inside the box. Those can be easily found in your Ambassador Lounge, in the Returns History.

If you are returning items from multiple orders, you can place all items in one box along with the return shipping label on the outside of the box.

What do I do if I don’t have the original packaging?

If you are looking to return an item within the 90 day return window, but do not have the original packaging or packing slip, please place your item in any sealable packaging and place it in your mailbox to ship back to our Distribution Center. Remember to attach the return shipping label on the outside of your package.

How should I go about returning a bag? They will not fit in my mailbox!

You can send your bag back to our warehouse the exact same way you normally send back jewelry. The return process is the same! Simply attach the prepaid return shipping label to your box and place it in your mailbox or take it to your local post office. If your bag does not fit in your mailbox – not to worry! You can place it on your doorstep and schedule a time for USPS to come pick it up! Simply click here to schedule your pick-up time around your busy schedule. It’s that easy!

Any unworn items purchased with Host Rewards can be refunded for Store Credit within 90 days. Any unworn items purchased with the 40% off credit can be refund to your original form of payment for 30 days or to Store Credit for 90 days. Original shipping fees will not be refunded. You are welcome to use your 40% off Credit on a future order; however you will need to contact the Delight Center for assistance with this.

What do I do if I want to return a sample after the 90-day return window is over?

Any sample return outside of 90 days of the original order date, the Delight Guarantee does not apply and you are not eligible for a refund.  You can receive a refund within 14 days of order date and eligible for a replacement if returned within 120 days from order date. Free Product Credits help you refresh and reinvest in any samples that aren’t meeting your expectations.

Can I return something purchased with a gift card?

Yes. We’ll provide your refund in the form of Store Credit. Please note, gift cards purchased as Business Supplies cannot be returned.

What are some examples of a manufacturer’s defect?

Manufacturer’s defects include: A non-functional clasp, abnormal discolorations (beyond normal variations in natural stone), and abnormal discolorations with our leather products (peeling or fading outside of the norm), a jump ring or chain link that is not closed properly or an item that is different from its described lengths.

Is there a natural stone return policy?

Jewelry containing natural stone is subject to variations including, but not limited to, color, shade, particle structure, etc. Variation should be expected and is not considered a defect of the product. Like all samples, natural stone products must be returned or exchanged within 14 days of the original order date.

Is there anything I cannot return?

• Sale Items, Insiders Club Membership, Business Supplies, Display items, Personalized Engravables, and final sale items cannot be returned.
• At this time we do not offer price adjustments. Sale prices will be as marked and no price adjustments will be made on previous purchases. All sale items are final sale.

Can I return, exchange, or replace my engravables?

No. Due to the custom personalization of each piece, we will not accept returns or exchanges on any items that have been personalized/engraved. If you’ve purchased an Engravable piece, but did not actually personalize the item (it was purchased blank/unengraved), then the standard return policy will apply.

The only exceptions to the no-returns policy are in the following circumstances:

• If the image on the Personalization Worksheet or item image in the Lounge is different from what you received
• If the font and/or letter selected during personalization are different from what you received. Please note, the Delight Team will validate upon your replacement request
• If there are quality issues (i.e. a manufacturer’s defect)

If you need to replace your Personalized/Engraved Products, please contact the Delight Center within 30 days of purchase and they will assist you with your replacement. Please note, you will not be able to process returns/exchanges/replacements on engravable items through your Lounge.