We hope you are 100% satisfied with your Carbon & Hyde jewels! If for any reason you do not fall in love with your purchase, we will assist you with a prompt refund or exchange. We accept returns & exchanges for unworn goods in their original condition within 7 days of receiving the item. Items sent back after the 7 day period are accepted for exchange or store credit only.
Due to the cost of processing orders and the high cost of covering insured shipping for fine jewelry, all orders sent back for a full refund will receive a 5% restocking fee (domestic orders ) and 7% restocking fee (international orders). Orders requesting to be cancelled before shipping receive a 3% restocking fee for processing. If you would like to exchange your item to another item of equal or greater value, no restocking fee will apply. If you would like to exchange a ring order to an item of lesser value, a restocking fee is applied only for the difference in price. If you have ordered an incorrect ring size, all rings can be resized free of cost to the correct finger size. All items purchased on sale and all personalized or custom merchandise are final sale.
To protect our jewelry and your return package, we will issue you a Return Label to make sure each package is insured properly for its value. Refunds will be credited to the original card used to purchase the order, excluding the restocking fee.
Returns & Exchanges are accepted for items purchased on www.carbonandhyde.com only.
Carbon & Hyde reserves the right to refuse a return/exchange of any item that does not meet the above requirements.
Returns Process for US Orders
For our US customers, please follow the below return instructions:
1. Send an e-mail to email@example.com to request your pre-paid shipping label.
2. Put your jewelry back in a shipping box along with your invoice. Jewelry must be kept in the original packaging.
3. Stick your prepaid label on the box.
4. Get your packaged box to UPS. Visit ups.com/dropoff for locations.
5. We’ll receive your return within 2 business days, and process your refund and return within 5-7 business days.
Returns Process for International Orders
We are not able to issue pre-paid return labels to our international customers at this time. Please follow the instructions below to process an international return:
1. Send an e-mail to firstname.lastname@example.org requesting approval of your return.
2. Please send your return back to the below address:
Carbon & Hyde LLC
801 South Flower Street
Los Angeles, CA 90017
3. When filling out the Commercial Invoice for your return package, please mark the package as a Return to avoid customs charges.
4. Put your jewelry back in a shipping box along with your invoice. Jewelry must be kept in the original packaging.
5. Seal the box and return it to us! Please save your tracking number in the event you need to track your package.
ORDERS & SHIPPING
Order Processing Times
Please note that many of our items are made to order in our Los Angeles shop. Due to the wide variety in ring sizes and metal colors, most rings are made to order and require 5-7 business days to produce. Most one-size items are in stock and ship immediately. If you need your order shipped by a specific date, please send a note with your order or e-mail email@example.com and we will be happy to accommodate your needs as best we can.
Special Orders: ship in 5-7 business days
In Stock Items: ship in 1-2 business days
We offer Free UPS 2-Day Express shipping for all domestic orders. To protect your jewelry package, all orders are insured via our secondary jewelry insurance shipping provider, G4Si. We offer UPS Overnight shipping for $25.
Sales tax is charged to orders shipped within California only, at the local tax rate. Orders shipped domestically outside of California are exempt from sales tax.
We ship worldwide and offer insured FedEx International Priority Shipping for all international orders. To protect your jewelry package, all orders are insured via our secondary jewelry insurance shipping provider, G4Si. International shipping costs are a flat rate fee of $65.
Customs & Duties
Please note that the customer is responsible for any additional customs charges once the shipment arrives to your country. We do not include customs and duties in our checkout at this time. Shipping times may vary due to customs delays, but typically take 2-3 days to clear with Priority Shipping. Please be sure to include your phone number on your international order, so that customs can contact you for payment when it arrives. Rest assured, we do our best to get your order to you as quickly as possible.
Carbon & Hyde offers a lifetime warranty of care. We offer complimentary cleaning & polishing services at any time, though we recommend not to professionally polish your jewelry more than once a year. Due to the delicate nature of jewelry, with each professional polishing, there may be some gold lost in the process, and if done too often may weaken your piece. While we do offer care at any time, not all repairs are free of cost. We do coverage for any manufacturer defect within 30 days. Normal wear and tear, improper care, or damage resulting from misuse is always the responsibility of the customer. Carbon & Hyde will assess each repair on a case-by-case basis at its sole discretion depending on the nature of the repair. We do our best to provide all repair services at the lowest possible cost to you. All jewelry care shipping is the responsibility of the customer and an estimate for shipping will be provided per repair, as the cost is dependent on the value of the items and insurance.