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Cielo Gold

Returns & refunds

Returns accepted if a piece is not as described. If a piece arrives and it is not what the listing said, that is our error and we pay for it — return shipping included.

The policy, in full

Sales are final, with one exception. If a piece arrives and it is not as described, tell us within 3 days of delivery and we will pay the return shipping and refund you in full — that is our error, not yours, and you should not be out of pocket for it. Outside that, we do not accept returns for a change of mind, for fit, or because a piece reads differently in person than on screen. We do not offer exchanges — every piece is a one of one, so there is nothing to swap it for. Contact us before sending anything back so we can authorise the return and arrange the insured label.

What "not as described" means

It means the object that arrived differs materially from what we wrote about it. Concretely:

Any one of those, and you are covered. Tell us within 3 days of delivery.

What it does not mean

It does not cover a change of mind, a ring that turns out to be the wrong size, or a piece that reads warmer, cooler, heavier or smaller in person than it did on your screen. Screens vary and photographs flatten scale.

This is the honest trade we are making with you. Every listing gives metal, karat, gram weight, stone weight and measurements precisely so you can judge before you buy, and we will answer any question and send any extra photograph you want beforehand. In exchange, we do not run a try-at-home service on one-of-a-kind pieces. Ask first — we would rather talk you out of something than take it back.

There are no exchanges

Every piece in the collection is a one of one, so there is nothing to swap it for. Where a return is due, it is a refund.

A gold chain made to your size is covered the same way: if it arrives and it is not the width, length or metal you ordered, tell us within 3 days of delivery and we pay the return shipping and refund you in full. A chain that is exactly what you ordered is not returnable for a change of mind, and we cannot re-size one — pick the length with the sizing guide before you buy.

How to start one

  1. Message us within 3 days of delivery through the contact form or the form on the listing, and say what differs from the description. A photograph helps.
  2. Wait for authorisation. We reply the same business day. Do not post anything back before we have authorised it — an unannounced parcel travels uninsured and we cannot be responsible for it in transit.
  3. We send an insured, prepaid label. You pay nothing to send it back. Pack it as it arrived, in the same rigid box.
  4. Refund on arrival and inspection, to the original payment method, normally within three business days of the piece reaching us. A wire is refunded by wire to the account it came from.

The authenticity guarantee is separate, and it never expires

Authentication guaranteed. Every piece is verified before it ships. If anything we sell is ever shown not to be genuine, we refund the full purchase price. No time limit. That is not the 3-day window — there is no window. Take a piece to any authorised dealer, independent watchmaker or certified gemologist, at any point, and if it is shown not to be genuine you get the full purchase price back.

Cancelling before it ships

If you change your mind before the piece has been dispatched, tell us and we will cancel and refund in full. Once a parcel is with the carrier it is a return, not a cancellation.

Related: Shipping · Terms of sale · Contact us