Returns & Refund Policy
At Tess Gems, every order is made with care and sent with love. We want you to be completely happy with your purchase — and if something isn't right, we're here to make it right.
Standard (Non-Personalized) Items
We offer a 30-day return window on all standard, non-personalized items from the date you receive your order. To be eligible for a return, your item must be:
- Unworn and unused
- In its original condition with tags attached
- In its original packaging
- Accompanied by your receipt or proof of purchase
To start a return, contact us at info@tessgems.com . Once your return is accepted, we'll send you a return shipping label and instructions. Please do not send items back without first contacting us — unrequested returns will not be accepted.
Please note: sale items and gift cards are not eligible for return.
Custom & Personalized Items
Every Tess Gems personalized piece is made especially for you — crafted from the details you share with us. Because each item is created uniquely to your order, our return policy for personalized pieces works a little differently. Here's exactly what you can expect.
We've got you covered if:
- Your item arrives defective — damaged materials, broken hardware, or a manufacturing flaw
- We made an error — the wrong name, date, photo, or customization was applied to your piece
- Your item doesn't match what was described — if the product differs materially from what was shown or stated on the product page
In any of these cases, please contact us at info@tessgems.com within 30 days of delivery with a clear photo of the issue. We'll make it right — no hassle.
We're unable to offer refunds for customer-provided errors, including:
- Spelling mistakes or typos entered during checkout
- Incorrect names, dates, or custom text submitted with the order
- Photo files that were blurry, low-resolution, or not the intended image
We encourage you to double-check all details carefully before placing your order — once production begins, we get to work right away.
If you realize you've made an error immediately after ordering, contact us at info@tessgems.com as quickly as possible. We'll do our best to catch it before production begins, though we cannot guarantee changes once the process has started.
Damages and issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately at info@tessgems.com with a photo so we can evaluate the issue and take care of you right away.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.