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ReturnS & REPAIRS

SHIPPING

    • Domestic Orders (in the US)

      • All domestic orders are shipped with FedEx, UPS, or USPS.

      • Should you need to reroute your FedEx or UPS package or have it held for pickup at the nearest sorting facility, please contact us right away at order@metalsugar.com.  Due to insurance restrictions, we at Metal Sugar Jewelry will submit any delivery change request on your behalf to FedEx or UPS.  Note that you will need the tracking number along with a government-issued photo ID to collect your package from the sorting facility.

      • We will *not* ship to a hotel or to a non-permanent address.

      • To domestic buyers (within the U.S.):  If your package is returned to us because you were not available to take delivery, you will receive a refund for your order LESS the shipping fee and LESS the 30% restocking fee for the item(s) you ordered.  Please contact us if you need to change your delivery address.

    • International Orders (outside the US)

      • We ship to a limited number of countries. Please email us at order@metalsugar.com for further information.

        All international packages are fully insured, door to door.

      • Many countries require VAT/import fees at customs before delivery can be completed. The buyer is solely responsible for payment of these customs fees.  These orders will be shipped FedEx International, and customs and broker fees will be the client's responsibility upon delivery. Your customs office should be able to estimate these charges for you. 

      • Please verify the accuracy of your shipping address. If your package is undeliverable because of an incorrect address,  because you were not able to be contacted at the time of delivery, or because you do not pay the customs fee, it will be returned to us automatically. You will then receive a refund for your order LESS the shipping fee, LESS the import/customs fee, and LESS the restocking fee for the item(s) you purchased.

      • **A note to our French customers: France places strict limitations on our international courier, FedEx. As a result, our French clients are responsible for securing their own separate customs broker to ensure delivery of their package. If you are unable or unwilling to secure a broker and your package is returned to us after the 5 days it is held in customs for you, we will issue a refund LESS the 30% restocking fee, LESS the cost of shipping both way, and LESS the import/customs fees incurred in France and the United States. 

      • We will *not* ship to a hotel or to a non-permanent address.

PACKAGING

  • Your Metal Sugar Jewelry will be packaged securely for shipment.

    A receipt will be included which references your order number and some order details, however, no pricing will be indicated.

    Your jewelry will come gift-ready in a jewelry box or pouch, depending on the piece.

RETURNS

Purchases are final. Exchanges and credits are accepted until 15 days after item is received (see below for exceptions). Items must be returned in unworn condition with all original packaging, within 15 days of receipt. After 15 days, all sales are final. Please contact us prior to sending 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 - we are not responsible for items lost in the mail. 

  • All customized jewelry is final sale. We will not accept returns on any customized piece.

  • Shipping will not be refunded for returns.

    • Shipping costs are the responsibility of the buyer for any returns or services, including customs fees for international clients.

  • To international buyers (outside of the US): If your package is returned to us because you either were not able to be contacted at the time of delivery, you will receive a refund for your order LESS the shipping fee, LESS the import fee, and LESS the restocking fee for the item(s) you ordered.  Please make sure to provide an accurate international shipping address.

  • To domestic buyers (within the US): If your package is returned to us because you were not able to be contacted at the time of delivery, you will receive a refund for your order LESS the shipping fee and LESS the restocking fee for the item(s) you ordered.  Please contact us if you need to change your delivery address.

REPAIRS

We understand that things happen and fine jewelry can be delicate. Please be sure to take care of your jewelry by not sleeping, showering, cleaning, exercising, or swimming while wearing it. If a chain breaks or a ring breaks within 15 days of receipt, please contact us and we will gladly repair it free of charge and mail it back to you (shipping to us will be paid by customer). If anything happens to your jewelry outside of the 15 day window, please contact us and we will determine how best to go about fixing your piece. There may be a small fee for the fix.

*Mailing Instructions*

Please contact us before attempting to mail jewelry back to us. From there, we will provide you with the appropriate address to mail to.

Please be sure to:

  • Require a signature & fully insure your package

  • Use a box or padded mailer for safe travels

  • Indicate your name and order number clearly somewhere on/in the box

  • For returns, be sure to include all original packaging

  • Get a tracking number for your package

Thank you for reading our policies and be sure to contact us if any of your questions weren’t answered.