Refund policy

Refund & Return Policy

Last updated: May 1, 2026

30 Days. No Questions.

We sell jewelry, but what we're really doing is helping you give a gift that lands. If it doesn't land — if she doesn't love it, if it doesn't feel right, if it shows up and something is wrong — we'll make it right. Quickly, kindly, and without making you justify yourself.

Below is exactly how it works.

Who Pays for Return Shipping?

The honest version, in two lines:

  • If your item arrived damaged, defective, or wrong — we pay. You don't even need to send it back. Just send us a photo, and we'll either send a free replacement or issue a full refund (your choice).
  • If you simply changed your mind — you pay for return shipping. The refund itself is full and complete, but the cost of sending the item back to us is yours.

This applies to all orders, including those shipped to the United Kingdom, Ireland, and other countries where the standard 14-day cooling-off period applies as required by law.

Eligibility

You may request a return within 30 days of receiving your item. To be eligible:

  • The item must be unworn and in its original condition.
  • It must include all original packaging (gift box, card, dust pouch where applicable).
  • You must have your order number or proof of purchase.

Items returned to us without a return request having been approved first will not be accepted.

If Something Arrives Damaged, Defective, or Wrong

Please inspect your order as soon as it arrives. If your item is damaged, defective, or different from what you ordered, email us within 7 days at hello@carryherlove.com with:

  • Your order number
  • A clear photo of the issue
  • A short description of what's wrong

In these cases, we don't ask you to send anything back. We'll either send a free replacement or issue a full refund — whichever you prefer. The damaged item is yours to keep, recycle, or discard. This is the fastest path for everyone.

If You Simply Change Your Mind

If you'd like to return an item because you changed your mind or it didn't suit you, that's also completely fine. Email us at hello@carryherlove.com to request a return. Once approved, we'll send you the return address and instructions.

For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit on the way back to us.

United Kingdom & European Union — 14-Day Cooling-Off Period

If your order ships to the United Kingdom, Ireland, or another country covered by EU consumer protection law, you have the right to cancel your order within 14 days of receipt for any reason — without needing to provide a justification. As with our standard policy, the item must be unused, in original packaging, and accompanied by proof of purchase. You will be responsible for the cost of return shipping unless the item arrived damaged or defective.

This 14-day right is in addition to (not instead of) our standard 30-day return policy described above.

Non-Returnable Items

The following are not eligible for return:

  • Items marked as final sale at the time of purchase
  • Gift cards
  • Personalized or custom-engraved items (where applicable)
  • Items damaged from wear, misuse, or accidents after delivery

Exchanges

The fastest way to exchange an item is to return your original item (following the steps above) and place a separate order for the new item. This way you're not waiting on the return to clear before your new piece is on its way.

How Refunds Are Processed

Once we receive and inspect your return — or, in the case of damaged items, once you've sent us a photo — we'll process your refund within 24 hours. Funds are refunded to your original payment method.

Please note: most banks and card providers take 5–10 business days to display the refund on your statement after we've processed it. PayPal refunds typically appear within 3–5 business days. If more than 15 business days have passed since we approved your refund and you still don't see it, email us at hello@carryherlove.com and we'll help track it down with your bank.

Lost or Stolen Packages

If your tracking shows the package was delivered but you cannot find it, please first check with neighbors, building managers, and other members of your household. If it still doesn't turn up, contact us within 7 days of the marked delivery date and we'll help open a claim with the carrier. Where carrier insurance allows, we will resend or refund.

Order Cancellations

Because we ship quickly, orders can be canceled only if they have not yet been processed for shipment — typically within 12 hours of placing the order. Email hello@carryherlove.com immediately if you need to cancel, and we'll do our best to catch the order before it goes out.

Questions

Email us at hello@carryherlove.com or use the live chat on our site. Real humans, kind responses, no scripts.

Shoescoo LLC d/b/a Carry Her Love 901 S 2nd St, Ste 201 Springfield, IL 62704 United States