Return Policy

Cancellation policy for gold items

If you want to cancel or modify the order within 48 hours after placing the order, please feel free to contact us and it will be free. If the order has been placed for more than 48 hours, the cancellation is not acceptable.

If you insist on the cancellation, a 10%-30% cancellation fee of the order amount will be charged.

Cancellation policy for non-gold items

In case you would decide to cancel or edit your order, you can easily do it on our website within the first 2 hours after placing your order. Beyond the time limit, your order may not be accepted for modification or cancellation. In addition, orders that have been shipped can not be modified or cancelled.

You can go to your order page and click “Cancel order”, or submit your cancellation/modification request by clicking the service link in our confirmation email.

If you aren't satisfied with your purchase

Customer satisfaction and approval is of high priority to us, we aim to give quality services to our customers, so that they build a loyal relationship with us and shop with us at their pace and ease. If for any reason, you are dissatisfied with your purchase, you may return your non-engraved or non-customized item in original condition and include all product documentation within 30 days from the delivery of your order, under the condition that your item meets the return conditions.

A return of gold jewelry items within 30 days of receipt will generate a 15%-40% handling and production fee of the order amount. Also, shipping fee and insurance of return will be covered by the customer.

For a quick and easy return process, please read the premise carefully prior to returning your item:

(1) Requests to return items due to quality issues, damage during shipping, color/style/size/quantity error from us must be accompanied by photos that clearly shows the problem within 3 days after delivery date.
(2) Any deformations and damages caused by accident, misuse, abuse, negligence, unauthorised service or normal wear and tear cannot be returned.
(3) We reserve the right to charge a handling fee on all items returned for other reasons.
(4) Please kindly know the return or exchange of any subordinate orders without quality problems are not acceptable.

Return is not acceptable if any of the following situations is met:

(1) Product is not brand new, or is damaged, scratched.
(2) Specially personalized products.(For example, engraving or customized photo items)
(3) Product has been modified by any third party in any way including engraving, resizing or repaired.
(4) Any unapproved return request.
(5) Exceeds 30 days of receipt.
(6) Uninsured return.

Note: The product tag, Gold Certification and Moissanite Certification should be returned with the product, otherwise, an extra fee will be charged.

Please note that the following issues are the characters of the item and cannot be considered as defects:

  • Slight irregularities and variations in craftsmanship.
  • Natural characteristics of the metal or gemstones (such as oxidizing,color fading..etc.)

How to Return the item

Step 1: Submit your return request by clicking the after-sale service link in our confirmation email. In addition, we suggest you use the same email address that you have used to register your account on to send us the return request email.

Step 2: Once we received your request for return, our service agent will reply to you within 1 working day.

Step 3: We will notify you by email about your return case, and give the return address for you to send the items back to us; Gold Poem accepts no responsibility, regardless of value, for untrackable items and cannot complete your return.

Step 4: Ship the package back to us within 7 days. Please use a trackable shipping method like USPS, and then update with the order number and the tracking number to our email:

Step 5: Refund can only be processed when we receive your returned item back, we would process your refund within 3 working days if it meets our guidelines as described above. Once the refund is processed, we would update you via email. If you paid by credit card, after we process the refund, generally, you will get the refund within 4 Banking days. If you paid by a non-credit card, after we process the refund, you will get a refund within 24 hours.

Refund Method

We would process the refund method ONLY the same way it was paid for. We cannot process the refund in another method. For example, if you have paid for the item using a credit card, we would process the refund back to the same credit card. We cannot process the refund back to you in form of a check or to a different credit card. Once we process the refund back to you, we would update you via email.

Note: Make sure your payment account is available; PayPal handling fee for the refund will be covered by customers.

Refund Amount

Please kindly know the original freight we sent your order is non-refundable. There is a standard restocking fee of $5 will be deducted without a tag attached. Besides, customer will cover the shipping fee for return if it is not our fault.