What is your return policy?
Because many BY CIMELIO pieces are one-of-a-kind, sized, sourced, or made specifically for the client, all sales are final unless otherwise agreed to in writing before purchase.
Custom designs, special orders, personalized jewelry, altered or sized pieces, and made-to-order items are final sale. If an item arrives damaged or appears to have a manufacturing defect, please contact us within 7 days of delivery and include photographs of the item and packaging so we can review it promptly.
Any approved return or exchange must be unworn, unaltered, and returned with its original packaging and documentation. Please do not ship an item back without prior authorization.
How long does the custom process take?
Custom timelines vary with the scope of the piece, stone sourcing, design development, and production. As a general guide, most projects take approximately 3–8 weeks. If you are working toward a particular date, please let us know at the beginning of the process and we will do our best to plan accordingly.
When will my order ship?
In-stock pieces are generally processed and shipped within 3–5 business days unless otherwise noted on the product page. Made-to-order, sized, altered, custom, and special-order pieces may require additional time. If you have a specific deadline, please contact us before ordering.
How will my order ship?
Standard domestic insured shipping is $30 unless otherwise stated at checkout or arranged for a specific order. Orders ship via UPS or FedEx, are fully insured, and require a signature upon delivery. We do not ship to P.O. Boxes. Tracking information is sent by email once your order is on its way.
Do you ship internationally?
International shipping is available on a case-by-case basis. Duties, VAT, customs fees, brokerage fees, and other import charges are the responsibility of the recipient unless expressly stated otherwise. Please contact us before ordering so we can confirm shipping options for your destination.
What if something I want isn’t in stock?
Please get in touch. Depending on the piece, we may be able to source or special-order another, or suggest a closely related option. We will confirm availability, pricing, and an estimated delivery timeline before moving forward.
Can I customize an in stock item or choose a different color?
Often, yes. Depending on the design, we may be able to adjust gemstones, metal color, sizing, or other details. Customizations and special orders can require additional production time, so please contact us and we will let you know what is possible for that particular piece.
What if I have another question that isn't listed here?
We are happy to help. Please contact BY CIMELIO and we will be in touch as soon as possible.
