1. Returns & Refunds

We offer a 30-day return window from the date your order is delivered. To initiate a return, please contact our concierge team within this timeframe.

  • Quality or Specification Issues: If your jewelry does not match the specifications displayed on our website, or if it arrives with a manufacturing quality issue, we will provide a complimentary return label and issue a 100% full refund.

  • Preference Returns (No Quality Issues): If you wish to return a piece that perfectly matches our website specifications and has no quality defects, a 30% restocking fee will be deducted from your final refund. Because each piece is individually crafted to your custom size and metal preferences upon order, it cannot be resold.

  • Custom Designs: Fully custom-designed pieces (excluding minor modifications made to our existing catalog items) are final sale and cannot be returned or exchanged.

Processing Time: Once your returned item is received and passes our rigorous quality inspection, refunds are issued to your original payment method. Please allow 3–5 business days for the funds to reflect in your account.

2. Exchanges

If you wish to exchange your piece for a different ring size, metal type, stone shape, or completely new design, please notify us within 30 days of delivery.

  • Fair Pricing Structure: For exchanges unrelated to manufacturing issues, the swap may incur a fee strictly to cover the actual costs of raw materials (such as additional gold or gemstones) required to build your new piece.

  • No Markup: We pledge absolute transparency: these exchange costs are calculated at raw production expense, with zero added profit or hidden fees.

3. Return Shipping Procedures

  • Customer Responsibility: For returns and exchanges not involving a manufacturing defect, the customer is responsible for all secure return shipping costs.

  • Required Security: Because of the high value of fine jewelry, you must use a trackable, fully insured shipping service that requires an adult signature upon delivery. Poem cannot be held liable for packages lost, stolen, or delayed during return transit.

Contact Our Concierge Team

To initiate a return or exchange, or if you have any questions regarding our policies, please contact us directly:

Our dedicated team will guide you through the process, ensuring your experience is seamless, respectful, and transparent.