Returns & Repairs

Beauty in the process means beauty in our pieces. While a heavy amount of engineering is involved in our cast-not-set approach, each piece looks effortless and perfectly imperfect. Stone color, stone placement, and tactility range from object to object—intentionally so. We all deserve to cherish something truly one-of-a-kind.

ONLINE RETURNS:

Exchanges, credits, and refunds are accepted for IN STOCK items up to 10 days after the item has been received. Customers are responsible for all shipping charges. Items must be returned within the 10 days and must be in original condition and in original packaging.

To initiate a return, please get in touch with us at enquiries@pollywales.com to obtain a return number and return shipping instructions. 

We kindly ask that you do not ship anything to us without contacting us first. We are not responsible for items returned without prior notification. 

Return Address:

Polly Wales 
Attn: Returns
5003 N Figueroa St
Los Angeles, CA 90042

Returns should be shipped signature required and with full insurance coverage. Once your return has been shipped, please reach out to us to share tracking information so we may follow its progress.

EXTENDED HOLIDAY RETURNS & EXCHANGES:

Orders for IN STOCK items placed between Dec. 1st and Dec. 31st can be returned or exchanged until Jan. 15th.

SPECIAL/CUSTOM ORDER RETURNS:

We want you to love wearing your pieces as much as we love making them. Please be sure to communicate with our team prior to placing a custom order about all of the knitty-gritty details—this will ensure we're all on the same page and expectations are understood. 

We do not accept returns on special orders, custom orders, or made-to-order pieces. If you have any questions, please contact enquiries@pollywales.com. 

REPAIRS:

We are happy to repair, refinish and clean our pieces whenever possible. Each repair must be assessed by our team of expert goldsmiths on a case-by-case basis and may be subject to a fee. Repairs generally take 2 to 4 weeks but may take up to 10 weeks, depending on the complexity. 

To initiate a repair, please get in touch with us at enquiries@pollywales.com to obtain an RA# and shipping instructions. We kindly ask that you do not ship anything to us without contacting us first. We are not responsible for items returned without prior notification. 

Repairs should be shipped signature required and with full insurance. All repairs must have an RA# written on the outside of the box. Once your repair has been shipped, please reach out to us to share tracking information so we may follow its progress.