At Empress, we strive to make every piece of personalized jewelry as precious and beautiful as the moment it commemorates. 

 

If your item arrives damaged, incorrectly designed, or is simply not what you expected, please contact us immediately, and we'll do our utmost to recreate it to your satisfaction. 

 

RETURN POLICY

If you are not 100% satisfied with your product, new items in the original packaging can be returned within 100 days of delivery. Non-personalized pieces are eligible for a full refund within 30 days of delivery. 

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Personalized jewelry pieces are made especially for you. Therefore, they may be exchanged for store credit, or another piece of jewelry of equal value. Unfortunately personalized pieces are not eligible for a full refund. 

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EXCHANGES

You must return your original item before we are able to send your new item to production. If you would like to exchange an item, please reach out to customer service. 
 
Damaged Item 

• Under our "Return Policy" page, select ‘Inquire about received order’ and proceed to the relevant category from the dropdown menu (My item is damaged/There is a mistake in my order/Something is missing, etc.). 

• Describe the matter in detail.

• One of our Customer Care Representatives will be in touch with you within 1 - 2 business days. They may require a photo of the item in order to proceed with the return policy.   

• You may return your item for a full refund within 30 days of delivery. 

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CANCELLATION POLICY

• Once your order has been submitted, we will immediately begin producing your personalized items. 

• Since each item is uniquely made for our customers and we start production straight away, please let us know up within 2 hours if you would like to cancel your order. Please be advised that after this timeframe, we can only offer an exchange or store credit. To cancel your order, please fill out the form below. 

• Cancellation is only possible before item has shipped. 

• Cancellations will be processed on the day we receive your cancellation request. 

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Empress reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. 
 
If you have any inquiries regarding cancellations or any of our other policies please contact our Customer Care Representatives.