At HotMixCold, we are committed to customer satisfaction, and we work hard to craft personalized jewelry that looks great and lasts. If the piece of jewelry you receive doesn’t match your expectations, we want to make it right. That’s how we became one of the top jewelers on Etsy! On this page, we outline our simple process for exchanges and returns. Please don’t hesitate to reach out to us to learn more. 

I want to make your purchase a great experience. Please message me BEFORE shipping an item back to me for exchange, refund, or repair, otherwise, it will be sent back without notice or have any questions.

 

Repairs & Exchanges

Any item can be exchanged within 30 days of receipt date, items needs to be in original and resalable condition or repaired within 14 days of the arrival date for a US order or 30 days of the purchase date for an international order.

Always contact our team before returning your items. We send and receive numerous packages each day, and we want to ensure yours will not be lost and that we understand why we’re receiving the returned item.

If we are not contacted before you send the item, we will not be responsible if the item is lost or returned to you. Our jewelry repair and exchange policies are as follows:

• If we make a mistake, we will make it right for you, we will pay for shipping both ways and repair or exchange the item. 
• If you want a different size or style, we will happily exchange the item within 30 days of receipt, the item that is being returned needs to be in original and resaleable condition. However, a small fee will be assessed, and you will be responsible for the cost of shipping. 
• If you receive a broken item, please get in touch with us immediately. We will pay for the shipping and be happy to repair it for you or send a replacement.  

 

Returns 

We accept item returns within 30 days of delivery based on tracking status in many situations, and we ask that you contact us before sending back your item. This ensures we understand why we’re receiving the item. If we are not contacted before you send the item, we will not be responsible if the item is lost or returned to you.

When returned please pack with care when shipping the item back, there will be a minimum of 20% restocking fee if returned item in bad condition: tangled chain, broken stone..etc..

Our return policies are outlined below:

• The customer is responsible for return shipping fees. 
• These policies are applied on a case-by-case basis, and we have the right to refuse the return under certain circumstances.
• Hand-stamped items are all unique, and no two are the same.  Since these items are created individually, there are occasions when writing or designs are not exactly centered, precisely aligned, or otherwise imperfect. This leads to the unique handmade look of each item. The character might be shown on the reverse side of the disc, this is caused by the pressure used when stamping. These irregularities can't be considered defects. No two items are the same.

 

Items that Are Eligible for Return 

Please buy ONE item first, if you are not sure you will be satisfied before ordering multiple for the bridal party or bridesmaid's gift as they can't be returned or exchanged.

Returned items must be postmarked within 30 days of the originally delivered date based on tracking. Contact us before sending the item back.

If your item is eligible for a return, your refund less shipping, handling fee, and restocking fee (if any) will be issued within 14 days when we receive the item in the original and resaleable condition (not broken, tarnishing, or tangling). 

• Your item is a blank pendant or charm with no personalization (engraving, hand stamping, sizing) and with a shiny texture only
• Your order is one item or not more than one unit. 
• Necklace of standard length (17” or 18” depending on the item)
• Item is unworn, unwashed, unaltered, and in the original condition with original box/packing.
• Postmarked is within 30 days of receipt based on tracking numbers. 
• Bridal jewelry can be returned within 3 days of the arrival date based on the tracking status.

Please handle with care of the item when shipping it back to us. A 50% or more restocking fee will be assessed if the returned item is not in original or resaleable condition (tangled, broken, etc..). 

 

Items that Aren’t Eligible for Return

The following items are not eligible for return unless we make an error in your request. If this is the case, we’ll be happy to send the replacement. The following items are not eligible for return:

• All personalized rings.
• All cuffs or bangles.
• All special chains: tattoo, paperclip, figure eight, etc..
• Personalized items (engraved or hand stamped)
• Items that have been worn or damaged due to customer’s negligence.
• Items that have textured (satin, brushed, hammered, hammer-edged, diamond, etc.).
• Items that are not of the default or standard length of the item (17" or 18" for necklace, 6.5" or 7" for bracelet, 9" for anklet).
• Postmarked is more than 30 days of receipt based on tracking numbers. 
• Jewelry style customized to customer's request. 
• Orders with more than 2 items. 
• Items that are not in the same condition as when shipped.