Refund policy
Every JEWELFLAME piece is engraved to order with your words, your photo or your pet's name. Because a personalized piece is made only for you and cannot be sold to anyone else, we do not accept returns for a change of mind. That is the trade-off for something made specifically for you — and it is why we would much rather fix a problem than argue about one.
If anything is wrong with your piece, we will put it right
Contact us within 14 days of delivery and we will replace it free of charge or refund you in full, whichever you prefer, if:
- the engraving does not match what is shown on your order
- the colour or the item is not what you ordered
- the piece arrived damaged
- your order never arrived
You do not need to send anything back. Email two photographs to support@jewelflame.com with your order number and we will take it from there. Posting a small engraved piece back to us usually costs more than the piece itself, so we would rather you kept it.
If the spelling you sent us was wrong
Tell us as soon as you can. If your order has not yet reached engraving we will change it at no cost. Once a piece has been engraved the text cannot be altered, but we will always offer to remake it at our cost price rather than leave you with something you cannot use.
Cancelling an order
You can cancel for a full refund at any time before your piece goes to engraving. Email us with your order number.
Refunds
Approved refunds are issued to your original payment method within 7 working days. Your bank may take a few days longer to show it.
Orders over $75
For orders above $75 we may ask you to return the item before a refund is issued. If we do, we will send you the return address and cover the cost of postage.
Contact
JEWELFLAME, a trading name of Xentir LLC
30 N Gould St Ste R, Sheridan, WY 82801, United States
support@jewelflame.com
+1 814 991 8117