Refund, Return & Remake Policy

At AzulSierra, each piece is made-to-order, therefore we do not accept returns. However, your satisfaction is very important, and we will make things right if your order does not arrive as expected.


Damaged, Defective, or Incorrect Orders

If your item arrives damaged, defective, or with incorrect personalization from what you ordered, contact us within 20 days of delivery with your order number and clear photos. Once verified, we’ll send a free replacement.

  • If only part of your order is affected (e.g., chain, box, or card), we may replace only that part.
  • If the wrong item or design was sent, photos or video may be required for verification.


Remakes

We may remake your item at no additional cost if:

  • Jewelry or packaging arrives damaged or below quality standards.
  • You received the wrong product and/or personalization due to our error.
  • Your package shows no tracking movement for 30 days (US) or 15 days (within EU).

⚠️ Note: Tarnishing or damage from improper care is not covered. Care instructions are provided on all product pages.


Package Protection

At checkout, you may add Package Protection, which covers one replacement if your order is marked “delivered” but not received.

  • Claims must be filed within 2–15 business days of delivery.
  • Package Protection covers replacement only, not refunds.
  • Coverage depends on the protection tier you select.
  • Without it, we cannot replace items marked as delivered.


Customer Input Errors

We cannot replace or refund orders if:

  • Incorrect personalization was entered at checkout.
  • An incorrect shipping address was provided and the order was undeliverable.

If you notice an error, email support@azulsierra.com within 3 hours so we can attempt to correct it before production begins.


Cancellations

Orders may be canceled within 3 hours of purchase. After this, production may have started, and cancellation is no longer possible.
In rare cases (e.g., credit card fraud or an unresolvable production error), cancellations and refunds may be granted at our discretion.


Refunds

Since all items are made-to-order, refunds are rare and only issued when a replacement is not possible (e.g., discontinued item, credit card fraud).

  • Approved refunds are processed within 14 business days.
  • Refund arrival times may vary depending on your payment provider.
  • Refunds are processed to the original payment method.
  • Payment providers (PayPal, Stripe, Apple Pay, etc.) charge non-refundable fees of 3.5%–4.7%, which are deducted from your refund.
  • Example: A $125 PayPal payment with a 4.5% fee would refund $114.60.


Our Commitment

While we cannot accept returns, your satisfaction is our top priority. If you have an issue, contact us at support@azulsierra.com or through our Contact Form, and we’ll do our best to resolve it.

By placing an order, you agree to this Refund, Return & Remake Policy.