Returns & refunds

30 days from the day it arrives.

You have 30 days from the date your parcel is delivered to tell us you would like to return it. The clock starts at delivery, not at the date of the order, so a piece that sits in a carrier's hands for a week does not eat into your 30 days.

Let us know inside that window and you may take a few further days to get the piece back to us. We only ask that you contact us first, so that the collection can be insured.

Unworn, and as it reached you.

To be refunded in full, a piece must come back to us in the condition it left:

• Unworn, and free of scratches, sizing marks or alteration.
• In its original Privosa box and pouch.
• With the Certificate of Specification that shipped with it.
• With any security tag still attached and unbroken.

Trying a piece on to judge fit and colour is expected, and is not wear. A piece that has been worn out, resized elsewhere, engraved after delivery or damaged in your care cannot be refunded in full — we will tell you honestly what we can do before you send anything back.

One call or one email. We do the rest.

Contact the concierge on (281) 515-8180 or write to hello@privosa.com with your order number. There is no form to fill in and no depot to drive to.

We will arrange a collection from your door with an insured, signature-required carrier, and we pay for it. You will never be asked to buy postage, and there is no restocking fee. If a prepaid label suits you better than a collection, ask and we will send one.

The concierge answers Mon–Sat · 9am–7pm CT. We answer same day.

Back to your card within 5 business days.

Once the piece reaches us and has been checked, your refund is issued to the original payment method within 5 business days. We refund the full amount you paid for the piece, including any shipping you were charged — which, on a Privosa order, is nothing.

How quickly the money then appears on your statement is your bank's decision rather than ours; most cards show it within a few working days. We send written confirmation the moment the refund leaves us, so you have a date to give your bank if you need one.

Where a promotional code was applied to the order, we refund the amount actually charged. If returning part of an order would take it below the qualifying value of an offer, we will tell you what that means before you send anything back.

Swap it rather than return it.

If the piece is right but the size or the metal is not, an exchange is usually simpler than a refund. Tell the concierge what you would rather have and we will send the replacement and collect the original — both insured, both at our cost.

Where a ring can be resized, we would often rather resize it than take it back. Ask, and we will tell you whether the setting allows it.

The few things we treat case by case.

• Personalised pieces — engraved, initialled, or made to your specification — are reviewed individually, because they cannot be offered to anyone else. We will always look at it before saying no.
• Pieces damaged after delivery are assessed individually. In many cases we can repair or re-polish rather than refuse.
• Gift cards, where offered, are not refundable.

Damaged, faulty, or not what you ordered.

None of the above applies if we got it wrong. If a piece arrives damaged, faulty, or is not the piece you ordered, contact us and we will replace it or refund it in full, including any cost to you — whichever you prefer. This is not limited to the 30-day window, and it does not affect any right you have under the law of your state.

Photographs help us act faster, but they are not a condition of putting it right. Tell us and we will move.

Before it leaves the vault.

Orders normally leave our fulfilment warehouse within 1–2 business days. If you tell us before then, we will cancel the order and refund it in full without it ever shipping. After dispatch, the return process above applies.

Who to reach.

Privosa Fine Jewelry, 6222 Richmond Ave. Suite 799, Houston, TX 77057. Telephone (281) 515-8180, Mon–Sat · 9am–7pm CT. Email hello@privosa.com.