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Exchanges & Returns

Last updated: September 25, 2026

Every Poppy Mountain Gems piece is handcrafted and prepared with care. I hope you love your jewelry, but I understand that sometimes a purchase may not be quite right.

This policy explains which items are eligible for return or exchange and how to request assistance.

Return Eligibility

Eligible, noncustom items may be returned if you:

  • Contact jane@poppymountaingems.com within seven days of delivery
  • Mail the approved return within 14 days of delivery
  • Return the item unworn, unused, unaltered, and in its original condition
  • Include the original packaging when reasonably possible
  • Follow the return instructions provided by Poppy Mountain Gems

Items returned without prior approval may not be accepted.

A return request does not automatically guarantee approval. The item must meet the requirements described in this policy.

Items That Cannot Be Returned or Exchanged

The following items are final sale and are not eligible for return or exchange unless they arrive damaged, incorrect, or materially different from what was ordered:

  • Custom-designed jewelry
  • Personalized or engraved jewelry
  • Custom-sized or specially altered pieces
  • Made-to-order pieces created specifically to the customer’s requested specifications
  • Earrings and other pierced jewelry, for hygiene reasons
  • Gift cards
  • Clearance or final-sale items
  • Items marked nonreturnable in the product description
  • Items that have been worn, used, damaged, altered, resized, or repaired after delivery
  • Items returned outside the approved return period
  • Items missing components or showing evidence of improper care

Natural variations in gemstones, pearls, shells, sea glass, leather, wirework, patina, texture, shape, and color are not considered defects.

How to Request a Return

Before mailing anything, email jane@poppymountaingems.com with:

  • Your name
  • Order number
  • The item you would like to return
  • The reason for the return
  • Photographs if the request concerns damage, condition, color, size, or another product issue

If the return is approved, you will receive return instructions and the appropriate mailing address.

Do not mail a return to an address found elsewhere or send an item back without approval.

Return Shipping

Unless the return results from an incorrect or damaged item, the customer is responsible for return-shipping costs.

Return packages should be sent using a trackable shipping method. Insurance is strongly recommended for higher-value items.

Poppy Mountain Gems is not responsible for a return that is lost, stolen, damaged, or misdirected before it is received.

Please package the jewelry securely. Damage caused by inadequate return packaging may affect refund eligibility.

Refunds

After an approved return is received, the item will be inspected.

If the return meets the requirements of this policy, the refund will generally be issued to the original payment method within 5–7 business days after inspection.

Your bank or payment provider may require additional time to post the refund to your account.

Unless required by law or the return results from our error:

  • Original shipping charges are not refundable
  • Return-shipping costs are not refundable
  • Expedited-shipping charges are not refundable
  • Gift-wrapping or other completed service charges are not refundable

A refund may be reduced or denied if the item is returned worn, damaged, altered, incomplete, improperly packaged, or outside the approved return period.

Exchanges

If you would prefer a different eligible item, size, length, or available variation, contact jane@poppymountaingems.com within seven days of delivery.

Because Poppy Mountain Gems jewelry is handcrafted and product quantities may be limited, an exact replacement or exchange cannot be guaranteed.

When an exchange is approved:

  • The original item must be unworn and in its original condition
  • The item must be mailed within 14 days of delivery
  • The customer is generally responsible for shipping costs
  • Any price difference must be paid before the replacement is shipped
  • If the replacement costs less, the eligible difference will be refunded
  • The replacement will be sent after the original item has been received and inspected

In some cases, the simplest option may be to return an eligible item for a refund and place a new order.

Custom, personalized, custom-sized, altered, final-sale, and pierced items are not eligible for exchange unless they arrive damaged or incorrect.

Sizing Issues

Product measurements and sizing information are provided in the product description when applicable. Please review this information carefully before ordering.

Standard-sized, eligible items may qualify for return or exchange under this policy.

Custom-sized, resized, or altered pieces are final sale unless an error was made by Poppy Mountain Gems.

If you are unsure about sizing, please contact jane@poppymountaingems.com before purchasing.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, contact jane@poppymountaingems.com within three days of delivery.

Please provide:

  • Your name
  • Order number
  • A description of the issue
  • Clear photographs of the item
  • Photographs of the packaging if it appears damaged
  • A photograph of the shipping label when possible

Keep the item and all packaging until the claim has been reviewed.

Depending on the circumstances and product availability, the resolution may include:

  • Repair
  • Replacement
  • Remaking the item
  • Exchange
  • Store credit
  • Refund

If the item is confirmed to be damaged or incorrect because of our error, Poppy Mountain Gems will provide appropriate return instructions and cover reasonable return-shipping costs.

Natural and Handmade Variations

Natural gemstones, pearls, sea glass, shells, leather, copper, sterling silver, gold-filled metals, and other handmade components may vary in color, shape, pattern, texture, size, and finish.

Hand-shaped, wrapped, hammered, soldered, stone-set, and finished pieces may also contain subtle variations associated with the handmade process.

These variations are part of the character of handcrafted jewelry and are not considered defects.

Colors may also appear slightly different depending on lighting, photography, screen settings, and the device used to view the website.

Order Cancellations

If you need to request a cancellation, contact jane@poppymountaingems.com within 12 hours of placing the order.

A cancellation cannot be guaranteed after:

  • Production has begun
  • Materials have been ordered specifically for the piece
  • The item has been resized or personalized
  • The order has been packed
  • A shipping label has been created
  • The package has been transferred to the carrier

Custom, personalized, resized, and made-to-order pieces may become noncancellable as soon as work begins.

If an order cannot be shipped within the promised processing period, any cancellation and refund rights required by law will still apply.

Sale and Promotional Items

Clearance items and products marked “Final Sale” cannot be returned or exchanged unless they arrive damaged, incorrect, or otherwise qualify for a remedy under applicable law.

A promotional discount does not automatically make an item final sale unless the product or promotion is clearly marked that way.

Refunds for eligible discounted items are based on the amount actually paid.

Gift Returns

If you received an eligible item as a gift, contact jane@poppymountaingems.com within seven days of delivery.

Proof of purchase may be required.

Approved gift returns may be issued as store credit or an exchange. Refunds to the original payment method can be provided only to the original purchaser unless otherwise required by law.

Repairs

Repair availability depends on the item’s design, age, condition, and availability of the original materials.

Contact jane@poppymountaingems.com with clear photographs and a description of the issue before mailing the piece.

Repairs resulting from a confirmed workmanship issue will be reviewed individually.

Repairs involving normal wear, accidental damage, improper care, stretched elastic, broken chains, lost components, water exposure, chemical exposure, or misuse may require payment for materials, labor, and shipping.

Do not attempt to glue, reshape, solder, restring, or otherwise repair the piece before contacting us. Unauthorized repair or alteration may limit available options.

Late or Unauthorized Returns

Returns mailed after the approved period, sent without authorization, or returned in an ineligible condition may be refused.

If an unauthorized or ineligible item is received, the customer may be responsible for the cost of having it shipped back.

Questions Before Purchasing

If you have questions about materials, measurements, sizing, color, care, sensitivities, customization, or whether a piece will work for you, please contact me before ordering.

I am always happy to provide additional information so you can choose your piece with confidence.

Contact

To request a return, exchange, repair, or assistance with an order, contact:

Poppy Mountain Gems
Email: jane@poppymountaingems.com


Please include your order number whenever possible.