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.
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.
Customized and 14K gold jewelry items are not eligible for any return or exchange for non-quality.
（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.
Please note that the following issues are the characters of the item and cannot be considered as defects:
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 www.goldpoem.com 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: email@example.com.
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.
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.
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.
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