Returns, Repairs, and Policies

We craft objects that are meant to be worn and loved for a lifetime.

If you have questions, or ever feel concerned about your Polly Wales piece, our goldsmiths are here to help regardless of where your item was originally purchased or sold. Please reach out to us at enquiries@pollywales.com to receive support for your piece.

See below for full repair, return, and exchange policies.

Repairs + Care

Our team of expert goldsmiths offers cleaning, refinishing, and structural repairs for all Polly Wales pieces.

Before anyone else attempts fixes…

Our pieces are uniquely crafted and unlike what most fine jewelers handle. While any fine jeweler can check the settings, if something needs fixing please pause and send a photo to enquiries@pollywales.com so our goldsmiths can evaluate.

Any repairs or adjustments made by a third party will void our 1-Year Limited Craftsmanship Guarantee. Should another jeweler perform work on your Polly Wales piece, future responsibility and repair requests are null.

What's covered at no charge

For items purchased directly from Polly Wales Fine Jewelry or one of our official stockists, we offer:

One complimentary resize for the life of your piece
1-Year Limited Craftsmanship Coverage

In the rare event your piece develops a craftsmanship defect during the first year after purchase—such as a loose stone, a failed setting, or a structural issue that isn't the result of wear, misuse, or accidental damage—we'll make it right at no cost to you.

Please contact us as soon as you notice an issue. Have your piece’s original Polly Wales proof of purchase available for confirmation.

Every stone should feel securely bonded within the gold, even if partially hidden or tilted from the signature Cast-Not-Set process. See our FAQ section to learn how this process creates natural variations in design that lets each piece find its own character.

What may involve a fee

General wear and tear, refinishing, a second resizing, accidental damage, and any work requested after your 1-Year Craftsmanship Guarantee has ended can be evaluated by our team of expert goldsmiths. We'll provide a quote for your approval before any work begins.

Simple repairs are typically under $100, while more complex work may start at $200 or more depending on scope.

We service Polly Wales pieces for as long as they exist. Our pieces are highly specialized, and outside repairs can often create new issues. Please reach out to us first anytime your piece needs some love.

How long repairs take

Simple services like cleaning and refinishing typically take 2-3 weeks while structural repairs or stone replacement can take 2-4+ weeks, depending on complexity.

You’ll be provided an estimated timeline when we assess your piece based on its needs.

If a repair isn't possible

In the rare case a piece cannot be repaired, you’ll be contacted promptly by our team to discuss alternatives. Your original piece will be shipped back to you unless you choose to have it redesigned into something glorious and new.

How to send your piece in for repair

Contact us at enquiries@pollywales.com to initiate a repair request.

For US-based customers, we can provide a prepaid, fully insured shipping label and apply the cost to your repair total if applicable. Most customers find this the easiest option. Alternatively, we can provide shipping instructions for you to arrange your own shipment.

A few notes about repair shipments:

Please do not send a piece without contacting us; we cannot be responsible for items shipped to us without our prior awareness.
If shipping on your own, you’ll be asked to include signature confirmation and full insurance coverage.
Share your tracking information with us once shipped.

Returns + Exchanges

Returns and exchanges apply to full-priced, in-stock items purchased from Polly Wales Fine Jewelry; custom, made-to-order, collaboration pieces, and archive sale pieces are generally final sale. See more detail below.

Return eligibility and timeline

Items must be shipped back within 10 days of delivery to you, as confirmed by carrier tracking. The piece must be in original, unworn condition and shipped in its original packaging. If that time has already passed, we encourage you to still reach out. We'll always do our best to help.

Exchanges and refunds

You may choose a refund to your original payment method, a store credit (which never expires), or an exchange. If you’d like to exchange for a piece of different value, we’ll send an invoice for the balance or refund the difference.

Refunds are processed in the original currency of payment, typically within 5 business days of receiving your piece. The exact timing around when the funds will be reflected in your account can vary depending on your bank's processing times.

A few notes on refund totals:

Original shipping charges are non-refundable unless the return is due to our error.
We usually do not charge a restocking fee, but in rare cases where it’s applicable, we’ll flag the amount ahead of time (never more than 10% of the purchase price).
If a piece comes back showing signs of wear or damage, we may need to adjust the refund to cover repair costs or, in rare cases, might not be able to accept the return. We’ll discuss with you once your piece is received and assessed.
Where applicable, refund totals are subject to daily exchange rate fluctuations or international bank conversion fees, which may cause your refund total to differ from the original purchase price.

All domestic returns receive a prepaid, fully insured label provided by Polly Wales. The cost of the label will be deducted from your refund, typically $50 for purchases under $10,000 or $70 for purchases $10,000 and above.

For exchanges, return shipping is on us. You'll only need to cover shipping for your new piece.

If we made an error

Contact us right away if you received the wrong item, the wrong size, or a piece that’s meaningfully different from what was shown on the website. You can choose to have the correct piece shipped, or we can issue a full refund. Whatever feels right to you.

Holiday returns

Orders for in-stock items placed between December 1st and December 31st may be returned or exchanged within 10 days of delivery (as confirmed by carrier tracking) or by January 10th, whichever comes later.

How to initiate a return or exchange

Contact us at enquiries@pollywales.com to initiate a return.

Let us know your preference for refund, store credit, or exchange. We will guide you on next steps. Please see our Shipping details below. For international orders, we’ll contact you directly to discuss and evaluate options.

Custom + Made-to-Order Items

Our custom and made-to-order pieces are crafted specifically for you, and we cannot accept returns on them. We recognize the stakes and put a lot of care into making sure every detail is right before it’s in your hands.

When a sale becomes final

Our team will confirm all the nitty-gritty details with you before starting your design. This includes reviewing the metal type, sizing, stone preferences, design, and timelines.

You’ll receive a written summary of your order for review and approval before production begins. Once you place your deposit, your order is approved and considered final.

Cancellations after deposits

Your custom order enters production once your deposit is placed. Materials are sourced and work begins immediately.

If you need to cancel after your order is in progress, we understand. Life happens. We can convert any funds paid, minus the cost of materials and time already invested, into a studio credit for future use.

If we make an error

If any elements meaningfully depart from what was agreed upon, we will work with you to remake the piece at no cost.

Natural variation in stone color and placement is inherent to our cast-not-set process and is not considered a departure from specifications. View our FAQs to learn why you may not fully see each stone in your finished piece.

If your piece develops a craftsmanship defect within the first year—such as a loose stone, a failed setting, a structural issue—that isn't the result of wear, we'll make it right at no cost to you under our 1-Year Limited Craftsmanship Coverage. Please contact us as soon as you notice an issue. See full details in our repair policy above.

Sale Collection + Archive Pieces

Items discounted more than 10% from their original price are considered final sale. They are not eligible for returns, exchanges, or studio credits. This includes all archive and sale collection pieces. Purchases made with a promotional discount of 10% or less are still eligible for our standard return policy.

Every piece we sell, regardless of price, meets our studio-wide quality standards and is suitable for wear. Our 1-Year Limited Craftsmanship Coverage applies to all purchases from Polly Wales Fine Jewelry. See repair policy above.

Pieces Purchased Via Resale/Secondhand

If you found your Polly Wales piece on a resale market, or inherited it elsewhere, welcome.

Polly Wales cannot accept returns or exchanges on pieces not purchased directly from Polly Wales Fine Jewelry; those arrangements sit between you and whoever sold it to you.

It may be eligible for coverage under our 1-Year Limited Craftsmanship Guarantee if:

You have an original proof of purchase in the form of a receipt or invoice from Polly Wales Fine Jewelry or authorized retailer
The date on the proof of purchase falls within the last 12 months

If you do not have documentation, or our coverage period has passed, we are still happy to care for your piece at our standard repair rates. You can send a photo to enquiries@pollywales.com, with as much detail as you have on your piece’s history, to get a repair assessment and estimate before any work begins.

Collaboration Collections

Our collaboration pieces are created in partnership with other artists and designers. Each is a one-of-a-kind work that cannot be reproduced or restocked.

All collaboration purchases are final sale. They are not eligible for returns, exchanges, or studio credits. The exception: pieces from our Misfit collaboration are subject to our standard return policy.

Our 1-Year Limited Craftsmanship Guarantee applies to all collaboration pieces. If you have concerns about the quality of your piece within the first year after purchase, and do not believe it is related to normal wear, please contact us at enquiries@pollywales.com (see repair policy above).

Loss or Theft

We strongly recommend insuring your pieces through your homeowners, renters, or a dedicated jewelry insurance policy. We often refer clients to Jeweler’s Mutual.

A personalized statement of value can be provided for any Polly Wales piece, available at no charge within the first five years or $220 for pieces purchased more than five years ago. Please email us at enquiries@pollywales.com for assistance with insurance documentation.

It’s heartbreaking to lose a piece you love. Unfortunately, Polly Wales is unable to replace, refund, or offer credit for pieces that are lost or stolen after confirmed delivery.

Shipping

All orders purchased from pollywales.com are shipped fully insured with signature required via FedEx, unless otherwise requested. We offer 2nd Day and Overnight for domestic orders, and International Priority for international shipments. We are unable to ship our pieces to PO Boxes.

Shipping timelines vary by location and are not guaranteed.

In-stock items typically leave our showroom within 2-3 business days.
For international orders, please allow an additional 2-3 business days for transport, plus added time for customs processing where applicable; please know parcel insurance options may be limited based on destination.
We can gladly assist with coordinating shipping timelines around a special event or desired delivery date; email us at enquiries@pollywales.com before placing your order so we can explore options together.

Waiver of signature

We strongly recommend keeping signature requirements on your shipment. If you choose to waive this, please be aware that insurance coverage ends at the point of delivery. We are unable to offer recourse for theft or damage to packages left unattended.

If coordinating to be present for delivery is a concern, we're happy to route your shipment to a nearby FedEx Office location for pickup at no additional charge. FedEx will hold your package for 5 business days. A valid government-issued ID matching the recipient name is required at pickup.

Missed shipments

FedEx will attempt delivery three times. Please use your tracking number to view shipping updates or reschedule directly with FedEx if needed.

We're unable to control delivery attempts once a package is in transit. If all three attempts are missed, we can attempt to arrange a hold for pickup at the nearest FedEx location for a small carrier fee.

Missed shipments returned to us by FedEx can be re-shipped. These are subject to carrier fees for return shipping and re-delivery. We will confirm rates and estimated total before proceeding.

Refused shipments

If a shipment is refused for any reason, including unexpected duties or customs charges, the customer remains responsible for the full cost of the order.

Refused packages re-enter the carrier network without the original insurance protections, so we cannot guarantee their safe return. Refunds or credits cannot be issued for items lost in transit due to refused shipment.

For international customers, we encourage you to check your country's current import duties and taxes before placing an order, as these are the responsibility of the recipient and can vary significantly.

If you have concerns about duties or delivery logistics, please contact us at enquiries@pollywales.com before placing your order. We're happy to help you understand what to expect.

Delivery modifications

Customers are responsible for double-checking shipping details before placing an order. If you have questions or notice an issue with your shipping logistics once your order is placed, contact us right away at enquiries@pollywales.com.

Urgent changes to a shipping address can typically be addressed while your item is being prepared to ship. Once an order is in transit, we can attempt address changes or hold-for-pickup requests, but these are not guaranteed by FedEx and will incur a $60 fee per request.

Taxes, VAT + Duties

Polly Wales is based in Los Angeles, California, and all orders ship from our LA headquarters. Orders shipped within California are subject to sales tax at the applicable rate for your delivery address. Orders shipped to other US states are generally not subject to sales tax.

Customers are responsible for any and all VAT, duties, and import taxes assessed by their country at the time of delivery. These costs are not included in your purchase price and vary by destination, and are outside of our control. We strongly encourage international customers to use a duty estimator prior to placing an order. We ship all of our pieces using HTS code 7113.19.0000.

If you have questions about taxes or fees, please contact us at enquiries@pollywales.com. We're happy to share what we know based on past shipments to your region.

International Customers

Polly Wales Fine Jewelry is based in Los Angeles, California. Any transaction shipped to a destination outside the United States is considered an international order. Customers placing an international order are responsible for reviewing the Taxes, VAT & Duties section above before placing an order.

Due to the evolving nature of international trade regulations, tariffs, and customs requirements, our international shipping and return policies are subject to change. In some cases, we may be unable to offer returns or exchanges on international orders.

If you’re planning to place an international order, we’re happy to walk you through current shipping costs and any return limitations that may differ from the policies above. Just email us at enquiries@pollywales.com before you place your order.