Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
If local, please feel free to stop by the store to process a return.
To process an online return use the following link to access your customer account: https://shopify.com/72050835764/account
Once on that page:
1. Log in to your account:
- In the email field, enter your email address, and then click continue.
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click request return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
If your return request is approved and requires shipping, then you'll receive an email with shipping instructions and a return shipping label.
Refunds: After the product is returned, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return and you still have not received your refund, please contact us at jonathan@palazzojewelers.com or give us a call at 585-244-9494.
Damages and Issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions/Non-Returnable Items: Certain types of items cannot be returned, such as personalized items and gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges: We do accept exchanges. If you're looking to exchange an item that you purchased, either process a return using your online account or feel free to reach out to us directly.
Please feel free to contact us with any return questions or if you need assistance!