Refund policy
RETURN & REFUND POLICY
ASH & GOLD pieces are created with care, and our jewelry is currently made to order. We want you to feel confident in your purchase, so eligible standard collection pieces may be returned under the conditions outlined below.
RETURNS
Standard ASH & GOLD collection pieces may be returned within 14 days of delivery.
To be eligible for return, the item must be unworn, unused, undamaged and in its original condition. It must also be returned with all original packaging and any included pouch, box, Certificate of Authenticity, documentation and tags.
Returns must be approved before they are sent back. Items returned without prior approval may not be accepted.
To request a return, please contact studio@ashngold.com within 14 days of delivery.
HOLIDAY RETURNS
To make holiday gifting a little easier, eligible ASH & GOLD purchases made between October 21 and December 31 may be returned through January 15 or within 14 days of delivery, whichever is later provided they meet the conditions of our Return & Refund Policy.
CUSTOM, PERSONALIZED, AND FINAL SALE ITEMS
Pieces that are customized, personalized, engraved, specially altered or otherwise made outside the standard options offered on the ASH & GOLD website are final sale and are not eligible for return.
Sale items and pieces that have been altered or resized after purchase are also final sale.
These exclusions do not apply if an item arrives damaged, defective or incorrect.
EXCHANGES
ASH & GOLD does not offer exchanges at this time.
If your item is eligible for return and you would like a different piece or size, you may return the original item in accordance with this policy and place a new order.
CANCELLATIONS
Orders may be cancelled within 24 hours of purchase, provided production or fulfillment has not yet begun.
After 24 hours, or once production has started, made-to-order and custom orders cannot be cancelled. Please contact studio@ashngold.com as soon as possible if you need assistance with an order.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at studio@ashngold.com with your order number and clear photos of the item, packaging, and shipping box.
If the issue is approved, ASH & GOLD will arrange the appropriate resolution, which may include repair, replacement, store credit, or refund, depending on the circumstances.
RETURN SHIPPING
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Approved returns must be shipped with tracking and insurance for the full value of the item. ASH & GOLD is not responsible for return packages that are lost, damaged, delayed, or shipped without adequate tracking and insurance.
REFUNDS
Once your approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow time for your bank or credit card company to process and post the refund.
Original expedited shipping charges, if any, are non-refundable.
INTERNATIONAL ORDERS
ASH & GOLD does not currently offer broad international checkout. International orders, if arranged by request, may be subject to additional shipping fees, duties, taxes, customs charges, and import fees. These charges are the responsibility of the customer unless otherwise stated in writing.
QUESTIONS
For questions about an order, return, or repair, please contact us at studio@ashngold.com.