Refund policy

We want you to feel confident when purchasing from Still Ore. Please review this Return & Refund Policy before placing your order.

1. Scope of This Policy

This policy applies only to purchases made directly through the Still Ore website.

It does not apply to purchases made through Etsy, a designer’s or artisan’s own website, another retailer, social media checkout, an in-person marketplace, or any other third-party sales platform.

2. 30-Day Return Window

We accept eligible returns requested within 30 calendar days after the item is delivered.

If items from the same order arrive in separate shipments, the return period for each item begins on the date that particular item is delivered.

After your return request is approved, the item must be shipped back within 7 calendar days of receiving the return instructions.

Returns requested or shipped outside these time periods may not be accepted unless required by applicable law.

3. Return Eligibility

To qualify for a return, the item must be:

  • unworn and unused;
  • in its original condition;
  • free from damage, alteration, fragrance, cosmetics, or other signs of wear;
  • returned with its original packaging, tags, cards, pouches, boxes, and accessories; and
  • accompanied by the order number or other proof of purchase.

We reserve the right to decline a return if the item does not meet these conditions.

Normal handmade variations in texture, color, shape, surface, finish, dimensions, or natural materials are not necessarily considered defects.

4. Earrings and Pierced Jewelry

For hygiene reasons, pierced earrings and other pierced jewelry may be returned only if they have not been worn or tried on and their original protective or hygienic packaging remains intact.

Trying on pierced jewelry is considered wear.

This restriction does not apply when an item arrives damaged, defective, or incorrect, or where applicable law provides otherwise.

5. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • personalized, engraved, altered, or customized items;
  • made-to-order items identified as non-returnable before purchase;
  • gift cards;
  • items marked Final Sale before purchase;
  • items showing wear, use, alteration, damage, fragrance, cosmetics, or missing components;
  • pierced jewelry that has been worn, tried on, or removed from its protective hygienic packaging; and
  • products purchased through Etsy or any platform other than the Still Ore website.

A discounted or sale-priced item is not automatically final sale unless it was clearly identified as Final Sale before purchase.

6. How to Request a Return

Before sending anything back, contact us at: still.ore.jewelry@gmail.com

Please include:

  • your full name;
  • your Still Ore order number;
  • the item you would like to return;
  • the reason for the return; and
  • photographs if the item is damaged, defective, or incorrect.

If your return is approved, we will provide return instructions and confirm the appropriate return address.

Items sent back without first requesting a return may not be accepted or processed.

7. Return Shipping

For a standard return based on preference, fit, color, style, or change of mind, the customer is responsible for return shipping costs.

If we provide a prepaid return label for a standard return, the cost of that label may be deducted from the refund where permitted by law. We do not charge an additional restocking fee for eligible returns.

Still Ore will cover reasonable return shipping costs when we confirm that:

  • the wrong item was sent;
  • the item arrived damaged;
  • the item has a verified defect; or
  • Still Ore made another fulfillment error.

We recommend using a trackable shipping service and retaining your shipping receipt until the return has been completed. Still Ore cannot issue a refund for an item that we do not receive.

8. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, or incorrect, contact us within 7 calendar days of delivery so that we can evaluate the issue and resolve it as quickly as possible.

Include your order number and clear photographs showing:

  • the complete item;
  • the affected area;
  • the packaging; and
  • the shipping label, when relevant.

Depending on availability and the nature of the issue, we may offer a replacement, repair, refund, or another appropriate resolution.

Please do not dispose of the item or its packaging before receiving instructions from us.

The five-day notification request helps us investigate shipping and fulfillment issues promptly. It does not limit rights relating to latent defects or other consumer rights that cannot legally be waived.

9. Exchanges

We do not guarantee direct exchanges because many pieces are available in limited quantities.

The fastest way to obtain a different item is to request a return for the original item and place a new order after the return is approved.

Replacement of a damaged, defective, or incorrect item is subject to availability. If a replacement is unavailable, we may issue a refund instead.

10. Refunds

After receiving your return, we will inspect it and notify you whether the refund has been approved.

We generally aim to inspect eligible returns within 5 business days after delivery to our return address.

If approved, the refund will be issued to the original payment method. Please allow additional time for your bank, credit-card company, or payment provider to process and post the refund. Depending on the provider, this may take approximately 5–10 business days after the refund is issued.

If more than 15 business days have passed since we confirmed that a refund was issued, please contact us at still.ore.jewelry@gmail.com

11. Shipping Charges, Taxes, and Duties

Original shipping charges are non-refundable for standard returns based on preference, fit, color, style, or change of mind.

Original shipping charges may be refunded when an order is canceled by Still Ore or when we confirm that the item was damaged, defective, incorrect, or affected by a Still Ore fulfillment error.

Customs duties, import taxes, brokerage charges, and other fees paid directly to a government authority, carrier, or third party are generally not refundable by Still Ore. Customers may need to contact the applicable authority or carrier regarding those charges.

Nothing in this section limits rights provided by applicable law.

12. Partial or Declined Refunds

A return may be declined, or a refund may be reduced where permitted by law, if:

  • the item shows signs of wear or use;
  • the item has been altered or damaged after delivery;
  • original components or packaging are missing;
  • the returned product is different from the item purchased;
  • the item was returned without authorization;
  • the return was shipped after the applicable deadline; or
  • the return otherwise does not meet this policy.

If a return is not accepted, we will contact you using the information associated with the order.

13. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at still.ore.jewelry@gmail.com.

We will try to accommodate the request, but changes and cancellations are not guaranteed after an order has entered processing or fulfillment.

If we successfully cancel a paid order, the refund will be issued to the original payment method.

14. Refused, Unclaimed, or Undeliverable Packages

If a package is returned to us because it was refused, unclaimed, or addressed incorrectly or incompletely, we will contact you after receiving it.

Where permitted by law, any refund may exclude the original shipping charge and carrier fees incurred in returning the package to us.

If you request reshipment, additional shipping charges may apply.

15. Purchases Made Through Other Platforms

Still Ore can access and provide customer service only for orders placed directly through the Still Ore website.

We cannot process a return, exchange, cancellation, refund, replacement, or order adjustment for a purchase made through:

  • Etsy;
  • a designer’s or artisan’s own website;
  • another retailer;
  • social media checkout; or
  • any other third-party platform.

Please contact the original seller or platform and follow the policies that applied to that transaction.

The presence of a designer, artisan, studio, brand, or product on the Still Ore website does not make Still Ore responsible for purchases completed through that party’s other sales channels.

16. Consumer Rights

This policy is intended to describe Still Ore’s standard return process. It does not exclude or limit any warranty, cancellation, withdrawal, refund, or other consumer right that cannot legally be excluded.

If the laws applicable to your purchase provide rights that are more favorable than this policy, those mandatory rights will apply.