Lisa Scala Jewelry wants you to be pleased with your purchase. This Return & Refund Policy explains the conditions, time limits, and procedures that apply to purchases made through lisascala.com and, where stated, purchases made in our Georgetown, Massachusetts gallery. Last updated: July 22, 2026.
1. Return Window
Online Purchases
Unless an exception listed below applies, eligible merchandise purchased through lisascala.com may be returned within 14 calendar days after delivery for a refund to the original payment method, subject to the eligibility requirements in this policy.
Gallery Purchases
Eligible merchandise purchased at the Lisa Scala Jewelry Gallery in Georgetown, Massachusetts may be returned within 14 calendar days after purchase for store credit only. Cash refunds and refunds to the original payment method are not available for in-store purchases, except where required by law or when merchandise is defective.
The customer must contact us or bring the merchandise to the gallery within the applicable 14-day period. For an authorized return by mail, the merchandise must be shipped within 7 calendar days after return instructions are issued, unless we approve additional time in writing.
Contact us before mailing an item. Returns sent without prior notice may take longer to identify and process and may be refused if they do not satisfy this policy.
2. Return Eligibility
To qualify for a return, an item must:
- Be unused, unworn, unaltered, and in the same condition in which it was received;
- Be free from scratches, dents, odors, residue, damage, or signs of wear;
- Include the original packaging, tags, certificates, documentation, accessories, and gift box, when provided;
- Be accompanied by a receipt, order number, gift receipt, or other acceptable proof of purchase; and
- Be received by Lisa Scala Jewelry within the applicable return period.
We may decline a return or reduce the refund when an item is returned incomplete, altered, damaged after delivery, or in a condition that prevents resale as new, except where the item was defective or damaged when received.
3. Items That Are Not Returnable
The following are final sale and are not eligible for return, refund, or exchange unless they arrive defective, damaged, or materially different from what was ordered:
- Custom-designed, made-to-order, commissioned, personalized, monogrammed, engraved, or specially modified jewelry;
- Items resized, altered, repaired, or modified at the customer’s request;
- One-of-a-kind items when the product page or sales documentation clearly states that the sale is final;
- Gift cards, store credits, and promotional certificates;
- Earrings that have been worn or tried on, for hygiene reasons, unless defective;
- Items marked “Final Sale,” “Non-Returnable,” or equivalent before purchase;
- Special-order stones, components, or materials obtained specifically for a customer;
- Services, including design deposits, appraisal fees, repair charges, resizing charges, rush fees, and shipping fees already performed or incurred; and
- Items that have been worn, damaged, altered, or improperly cared for after delivery.
Any product-specific return restriction displayed on the product page before purchase controls for that item, provided it does not limit rights that cannot legally be waived.
4. Custom and Made-to-Order Jewelry
Because custom, personalized, made-to-order, and specially altered pieces are created or modified for a particular customer, they are generally non-returnable. Before work begins, we may require approval of design details, gemstones, metals, dimensions, sizing, price, and expected completion date. Deposits may become non-refundable once design, sourcing, fabrication, or modification work begins.
If a custom piece differs materially from the approved specifications or has a manufacturing defect, contact us promptly so we can evaluate and correct the issue.
5. Rings and Sizing
Customers are responsible for providing the correct ring size. Sizing availability depends on the design, metal, stone setting, and amount of adjustment requested. A ring that has been resized or ordered in a customer-selected size may be treated as custom or altered merchandise and may not be returnable.
Contact us before ordering when you are uncertain about size or whether a particular ring can be resized.
6. Damaged, Defective, or Incorrect Items
Inspect your order promptly after delivery. Contact us within 7 calendar days after delivery if an item arrived damaged, appears defective, or is not the item ordered. Include your order number and clear photographs of the item, packaging, and shipping label.
Do not discard packaging or ship the item back until we provide instructions. When the problem is confirmed as our error or a covered defect, we will provide an appropriate remedy, which may include repair, replacement, exchange, or refund, and we will cover reasonable return-shipping costs as required.
This notification period does not eliminate any rights you may have under applicable law concerning defective merchandise.
7. Natural Gemstones and Handmade Variations
Natural gemstones, pearls, crystals, and handmade jewelry may contain variations in color, pattern, texture, shape, inclusions, surface characteristics, and dimensions. These natural and handcrafted variations are not ordinarily defects. Product photographs may appear different depending on lighting, screen settings, magnification, and the unique characteristics of the piece.
8. How to Request a Return
- Contact Lisa Scala Jewelry within the applicable return period by email or phone.
- Provide your name, order number or proof of purchase, the item you wish to return, and the reason for the return.
- Wait for return instructions before mailing the item.
- Package the item securely in its original jewelry box and protective packaging, whenever available.
- Use a trackable and insured shipping method appropriate to the value of the item.
A return authorization is not a guarantee that a refund will be approved. Returned items are inspected after receipt.
9. Return Methods
Return by Mail
After receiving return instructions, mail the item to:
Lisa Scala Jewelry
28 West Main Street
Georgetown, MA 01833
United States
Phone: 978-352-8614
Email: orders@lisascala.com
Do not write “jewelry,” “gemstones,” or other descriptions of valuable contents on the outside of the package. The customer is responsible for the package until it is delivered to us.
Return in Store
Eligible items may also be returned to our Georgetown gallery during posted business hours. Bring the item and proof of purchase. Contact us before visiting when returning a high-value item, custom order, or online purchase so we can confirm that an authorized staff member will be available.
10. Return Shipping Costs
For returns based on preference, fit, color, or other customer-remorse reasons, the customer is responsible for return shipping, insurance, packaging, and related costs. Original shipping charges, expedited shipping charges, insurance charges, customs charges, duties, and taxes are not refundable unless required by law or the return resulted from our error.
If we provide a prepaid return label for convenience on a customer-remorse return, the label cost may be deducted from the refund if disclosed before the label is issued.
11. Shipping Risk for Returns
We strongly recommend using a trackable service with signature confirmation and insurance for the full purchase value. Lisa Scala Jewelry is not responsible for a return that is lost, stolen, misdirected, delayed, or damaged before it is delivered to us.
12. Inspection and Approval
After a mailed return is delivered, please allow up to 5 business days for inspection. We will notify you whether the return has been approved, declined, or requires additional information.
Online Purchases
If an eligible online return is approved, the merchandise price and applicable sales tax will be refunded to the original payment method. Original or expedited shipping charges are not refundable unless the return resulted from our error or the item was defective.
Gallery Purchases
If an eligible in-store return is approved, store credit will be issued for the merchandise price and applicable sales tax paid. Store credit is not redeemable for cash and may be used toward a future purchase, except where otherwise required by law.
13. Refund and Store-Credit Timing
Approved online refunds are generally initiated within 5 business days after approval. Your bank or card issuer may require an additional 5–10 business days to post the credit.
Approved gallery store credit is generally issued at the time the return is accepted or within 5 business days if additional inspection is required.
14. Exchanges
Exchanges are subject to availability. Because many pieces are handmade or one of a kind, an identical replacement may not be available. When an exchange is approved, any price difference, tax, shipping, resizing, or customization charge must be paid before the replacement is released.
For the fastest service, we may recommend returning the eligible item and placing a separate order for the replacement.
15. Gifts
When an item was designated as a gift and shipped directly to the recipient, an approved return may be issued as store credit to the recipient. Otherwise, refunds are generally issued to the original purchaser and original payment method.
16. Sale and Promotional Items
Sale merchandise is returnable under the standard policy unless it was clearly marked “Final Sale” or otherwise identified as non-returnable before purchase. Promotional discounts have no cash value. Refunds are limited to the amount actually paid for the returned item, allocated proportionally when a discount applied to multiple items.
17. Buy-One-Get-One and Bundled Promotions
If a returned item was purchased as part of a bundle, gift-with-purchase, or buy-one-get-one promotion, all qualifying items and gifts may need to be returned. If they are not returned, their stated or allocated value may be deducted from the refund.
18. Canceled Orders
Contact us as soon as possible to request cancellation. We cannot guarantee cancellation after an order has entered production, been customized, packed, or shipped. Custom-order deposits, design fees, rush charges, and work already completed may be non-refundable.
19. Refused and Undeliverable Shipments
Orders refused at delivery or returned because of an incorrect, incomplete, or undeliverable address are not automatically treated as approved returns. Actual outbound and return shipping charges, carrier fees, customs charges, and related costs may be deducted from any refund, where permitted.
20. Chargebacks
Please contact us first so we can attempt to resolve any order concern. Filing a payment dispute does not expand the return period or change the eligibility requirements in this policy. We reserve the right to provide the payment processor with order, delivery, communication, and policy records relevant to a dispute.
21. Condition at Delivery or Pickup
Every item is inspected before shipment or release from the gallery. Please inspect your purchase promptly. Acceptance of delivery or pickup does not waive rights concerning a hidden or legally covered defect, but visible damage, an incorrect item, or a shipping problem should be reported within 7 calendar days so that we can investigate promptly.
22. Consumer Rights
This policy is intended to be consistent with applicable consumer-protection laws. Nothing in this policy limits rights or remedies that cannot legally be limited. In Massachusetts, a retailer may establish its return policy for non-defective merchandise when the policy is clearly disclosed, while defective merchandise remains subject to applicable consumer protections.
23. Changes to This Policy
We may update this policy from time to time. The version posted when you place an order will generally apply to that order, unless a change is required by law or is more favorable to you.
24. Contact Us
For a return request or question about this policy, contact:
Lisa Scala Jewelry
28 West Main Street
Georgetown, MA 01833
United States
Phone: 978-352-8614
Email: orders@lisascala.com
Related policies: Shipping Policy | Jewelry Care & Warranty | Terms & Conditions