Política de reembolso
💛 We'll Make It Right
Every CustomGLD piece is handmade to order, just for you. If anything isn't perfect, reach out — most of the time we can fix, adjust, or remake your order so it's exactly right. We'd always rather solve it than lose you.
🛡️ 1-Year Warranty
Every piece is covered for 1 full year against defects in craftsmanship — think chain issues, clasps, settings, or a pendant that isn't holding up like it should. If something's wrong on our end, we'll replace it free. Just send us a photo of the issue and your order number — no need to mail anything back.
Care tip: your chain is waterproof stainless steel, but the pendant is gold-plated — keep the pendant away from water, perfume, and lotion so it stays beautiful for years.
✏️ Need to Change Your Order? (Breakup Assurance)
Ordered the wrong photo, name, or option — or had a change of heart? You get one free change before your piece ships. Just reach out with your order number as soon as possible. (Changes restart the production timeline.)
🔄 Cancellations & Refunds
- Within 24 hours of ordering: Reach out and we'll work with you — most orders can be fixed or changed without cancelling. If you'd still like to cancel, we'll refund you in full to your original payment.
- After 24 hours (once your piece is in production): Because your piece is already being handcrafted, we offer full store credit toward any future order — no fees. If you'd prefer cash back instead, we can refund the order minus a $5-per-item restocking fee for materials and work already completed.
- After your order ships: Custom pieces can't be cancelled once shipped, but your 1-Year Warranty has you covered if anything's wrong.
📦 Damaged or Not as Designed?
If your piece arrives damaged or doesn't match what you designed, we'll remake it — free. Send a photo and your order number and we'll get a new one crafted right away. No return needed.
💬 Here to Help
Real people, ready to help. Email support@customgld.com or visit our Support Page — we typically reply within 24 hours.