If you will not be home to sign for your order, CaratLane can ship your order to your place of work, or another more convenient destination. As a security precaution to protect our customers against fraud, when you order merchandise priced $1500 or more to be delivered to a destination other than your billing address, we will confirm that your credit card or financing company has this alternate shipping address on file. To help expedite your order, simply call your issuing bank and provide them with your alternate shipping address.

If you cannot be available or have someone else available to sign for your package, you can have it shipped to a local hold for pick up location so that you can sign for and pick it up at your leisure. To schedule a hold for pick-up, contact our jewelry sales consultant.

All orders are insured and shipped via secure a carrier. 

Shipping charges as applicable based on the order value.

• CaratLane will only ship to a street address, not a P.O. Box address.
• Signature requirements for delivery:
  
  • Due to COVID-19, carrier policies are changing; FedEx and UPS may not require a signature upon delivery. For more information, please see the policies for Fedex and UPS. Please plan for someone to be at the shipping destination.
  • Please contact CaratLane customer care if you will not be at home to keep an eye out for your package. We can change your delivery date or schedule a pickup at a holding facility near you.

Each item will arrive in a CaratLane gift box ready to be gifted to your loved one.

 

Our commitment to you does not end at delivery. Items may be returned or exchanged within 30 days from when they were delivered, free-of-charge with no questions asked. Please call our jewelry consultant at +1 (844)-922-2728

Not applicable on engraved and personalized products, and gold coins.

30-Day Money-Back is not applicable on orders that have been exchanged earlier under the 30-Day Exchange Policy.

Any design that shows signs of wear and tear or has been altered, resized (by a jeweler other than the company, CaratLane), or damaged cannot be accepted for 30 Day Money-Back or exchange.

In case the exchange value of the new product is higher than the value of the old product, the customer will have to pay the difference.
 

We accept returns for refund or exchange within 30 days of delivery. We will send you a fully insured, free shipping label via email within one day of your return request.

Please note that to be eligible for a return, items must be in their original purchase condition, including all product documentation, and shipped back to us within 30 days.

To expedite an exchange for a different product, we recommend returning the original item for a refund and placing a new order. We process refunds in 7 to 10 business days.

If a package or item delivered to you arrives damaged, please refuse the shipment or call us immediately at +1 (844)-922-2728. Please retain all packing materials unless instructed otherwise by CaratLane. Claims for damaged or missing items must be reported within two days of receipt of your order.

Customers can exchange your design within 30 days for the full value only once. 30-Day Money-Back is not applicable on orders that have been exchanged earlier under the 30-Day Exchange Policy. In case the exchange value is higher than the value of the old product, the customer will have to pay the difference.

 

Non-Refundable Items

• Not applicable on engraved, personalised products and gold coins.
• Special orders are final sales and are not eligible for return or exchange.
  
• Shipping fees are non-refundable.
  
• Returns with missing paperwork or product will not be processed.

Non-Resizable Items

Diamond and gemstone eternity rings with a specific number of gemstones per finger size; milgrain or ornate bands cannot be resized, so please take care to order the correct ring size at the time of purchase. For assistance determining the proper ring size, please contact our jewelry consultant or use our online ring sizer tool.

How To Prepare A Return Or Exchange

To return a diamond or jewelry item to CaratLane, please follow the process below:

1. Initiate your return.
   1. If returning within 30 days, a free FedEx / UPS /DHL shipping label will be emailed to you once you have initiated your return.
2. Package your item(s) securely in the original packing materials.
   1. If your return is for refund or exchange, please include any diamond grading reports or appraisal(s). Diamond grading reports and appraisals are not required for repairs and resize. If your item was delivered with a diamond report and that report is not returned, you will be liable for the USD $150 replacement cost. For security reasons, do not write CaratLane anywhere on the outside of the box.
3. Insuring your return shipment for its full purchase value is strongly recommended.
   1. We are not responsible for lost or stolen articles. If using our complimentary return service, the shipping label emailed to you includes insurance protection. If you are not using our complimentary service, we recommend purchasing insurance protection for your jewelry.

After Your Return Is Received

Returns are processed and entered  into our system within 24 hours of receipt. Once entered into our system you will receive a confirmation email alerting you that your return has been passed along to our Quality Assurance department. Please allow one to two days for this process to complete.

If you are expecting a refund, a credit will be submitted to your bank within three business days. It may take your bank up to 10 business days to post the funds to your account. Bank wire refunds of USD $1500 or greater typically take seven to 10 business days after the return has been processed. Refunds will be processed back to the original payment source.

Please note that after a significant holiday, heavier return volumes can double the normal return processing times.

Cancel Or Change an Order

If you would like to change or cancel an order, please call a CaratLane Jewelry Consultant at +1 (844)-922-2728. We will attempt to accommodate order changes to the extent possible before shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. If your order has already shipped, please contact us to set up a merchandise return once you have received the shipment.

 

1-year replacement to be offered for all designs sold in case of manufacturing defects.

The repair facility is subjective to the design and can be offered on a case-to-case basis.

Post 1 year of purchase, repair would be chargeable as per actual repair work needed on the design.