Cancellation Policy

If customers wish to cancel an order, they must inform us within 24 hours of the initial purchase. Requests for cancellations beyond this time frame will incur a 20% fee for moissanite and a 30% fee for lab-grown items, because production of your piece has already started.

Return and Exchange

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You can always contact us for any return questions at portofjewels@gmail.com.

No restocking fee. Returns that meet the conditions above are refunded without any restocking fee. If a returned piece arrives worn, damaged or altered and needs repair before it can be resold, we will contact you with the repair cost before any amount is deducted from your refund.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.

The following items can't be returned or exchanged. Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns or exchanges for:

• Custom or personalized orders.

• Eternity Bands made to order.

• Items on Sale.

• Items Purchased During a Sale Event.

• Any physical damage to the product.

If a customer wishes to exchange their ring, the full original purchase amount will be applied towards the new piece, with no restocking fee. Any price difference for the exchange will be charged to the customer. [Note: The price of the new piece may vary if gold prices or stone prices increase or decrease.]

This exchange policy must be initiated within 30 days of receiving the ring and is limited to one exchange per piece. The credit does not apply to future purchases.

Please contact us before you send your jewelry back, so we can be sure it arrives safely. Clients are responsible for return shipping costs, and we highly recommend that you insure your package and send it via a traceable courier, as we are not responsible for items lost in transit.

Resizing

At Port of Jewels, we understand the importance of a perfect fit when it comes to your jewelry, especially rings. Therefore, we offer a ring resizing service to ensure that your jewelry fits you comfortably and beautifully.

Resizing Limitations

Rings can be resized to either increase or decrease by a maximum of one full size.

• Please note that resizing beyond this range may compromise the integrity and aesthetics of the piece and therefore cannot be accommodated under this policy.

Exceptions

In the case where the ring features a shank adorned with full eternity stones, resizing becomes unfeasible due to the intricate design and setting. Hence, we are unable to proceed with resizing in such instances.

• Customers with rings falling under this category are encouraged to exchange the ring for the correct size. Our customer service team will be delighted to assist you in this process.

• In some cases, we may simply exchange the original ring for an identical ring in your size instead of resizing.

Why?

If either:

1. It would result in a faster turnaround time, or

2. The integrity of the design would be affected.

An exchange would only apply to bands that are plain gold and don’t feature any stones. Like all of our pieces, the swapped ring would be handcrafted from scratch. Of course, we’ll always contact you if we recommend this option.

• Clients are responsible for shipping costs both ways (including customs fees for international customers).

Information About Repairs

If you need a repair, please contact us at portofjewels@gmail.com. Before you do, here are some important details you should know about how we handle repairs:

Our repair specialists prepare an intake form that notes the current condition of the piece and any repair work that’s required. We’ll always send you a copy of that intake form so we’re all on the same page.

After that, we’ll immediately get started on any work that’s covered under the warranty (without requiring additional approval). That may include the following:

• Replacing or resetting stones

• Replacing the setting

• Prong work or replacement

• Replacing thinner areas of the band

• Resizing the ring

Please let us know before you send us your piece if:

1. You don’t want us to perform any or part of the warranty-related work listed above, or

2. You’d prefer to review and approve the scope of the work before we begin.

If work needs to be done that goes beyond what the warranty covers, we’ll let you know. You’ll have the option to decline those additional repairs if you wish.

• Clients are responsible for shipping costs both ways.

• Our current repair turnaround time is 2–3 weeks from the date we receive your piece.

Note

If your piece requires a new stone, we can’t guarantee the replacement of limited-edition or one-of-a-kind stones. In the rare event that the exact stone is unavailable, we’ll contact you and obtain your approval before using a closely matching alternative.