Refunds & Exchange Policy

REFUNDS & EXCHANGES POLICY

At Estrella De Oro Jewelry, every piece is handcrafted in genuine 14K and 10K gold or 925 sterling silver and carefully inspected before shipping.
We do not offer refunds, but we gladly provide store credit or resizing exchanges on eligible items.

WHAT QUALIFIES FOR EXCHANGE OR STORE CREDIT

We accept exchanges or store credit for items that:

  • Are unworn, undamaged, and in original packaging (box, pouch, and any gifts with purchase)

  • Are not custom, personalized, or final sale

  • Have been approved by our team before being shipped back

  • Are returned within 7 days of delivery or in-store pickup

HOW TO START A RETURN OR EXCHANGE

  1. Email us: Send a message to support@estrelladeoro.org with your order number and reason for return or exchange.

  2. Wait for approval: We’ll confirm eligibility and send detailed instructions.

  3. Choose your option:

    • For resizing or exchange – We’ll send an invoice that includes both your resizing fee and the $10 roundtrip shipping fee (covers shipping both ways).

    • For store credit – You can ship it yourself or request a prepaid label for a $7 flat fee (deducted from your credit).

  4. Use USPS only: All returns must be shipped through the United States Postal Service (USPS) to our PO Box. We cannot accept UPS or FedEx deliveries.

  5. Pack securely: Use the original box/pouch and ship in a sturdy package (no envelopes).

  6. Processing: Once your item is received and inspected, we’ll begin your resizing/exchange or issue your store credit gift card (minus applicable fees).

✨ Need help? You can always reply to your order confirmation email for faster service.

RESIZING AN EXISTING RING

Most exchange requests are simply for resizing the same ring — and we’re happy to help with that!

You’re responsible for shipping both ways. A $10 flat fee covers the cost of shipping your ring to us and back to you.
A resizing service fee applies depending on how many sizes up or down you need.
No restocking fee applies for resizing since your original ring is being modified, not returned.

Once you email us, we’ll send a single invoice that includes your resizing and shipping fees together before starting your resize.

Resizing Fees:

Resize Type Fee
Down (any amount) $15 flat
Up ¼ or ½ size $10
Up 1 full size $15
Up 2 sizes $20
Up 3+ sizes $25–$50 (based on gold required)

STORE CREDIT

If you’d prefer store credit instead of resizing:

  • You’re responsible for return shipping. You may ship it yourself or request a $7 prepaid label (deducted from your store credit).

  • A 15% restocking and processing fee applies to help cover non-refundable merchant and handling costs.

  • Partial Order Changes (after payment): If you remove or change part of an order after payment (including Affirm/Klarna), store credit is issued for the canceled portion minus a 15% restocking/processing fee and any shipping/label costs incurred.

  • How the fee is calculated: The 15% applies only to the portion you’re canceling, not to items you keep.

Once approved and received, you’ll receive a store credit gift card for the remaining balance.

PLEASE NOTE

  • All exchanges or store credit requests must be approved before mailing items back.

  • Items must be unworn, undamaged, and in original packaging.

  • Custom, personalized, made-to-order jewelry, earrings, and final sale items cannot be exchanged or returned.

  • Shipping, handling, and platform fees (Klarna, Affirm, Afterpay, PayPal, etc.) are non-refundable.

  • We do not send new rings for resizing — the original ring is resized and returned.

  • Signature confirmation is automatically included on all orders over $1,000, or can be added to any order upon request.

NON-REFUNDABLE PLATFORM FEES & BNPL CHANGES

  • Non-refundable platform fees: Payment platform fees (Affirm, Klarna, Afterpay, PayPal, credit/debit, Shopify) are non-refundable to us by the processor, even if an order is changed or converted to store credit.

  • BNPL changes: For Buy Now, Pay Later (Affirm/Klarna) orders, changes or partial cancellations are refunded as store credit only; cash refunds are not available once payment has processed.

  • Pre-shipment changes: Items pulled/processed for shipment that are later canceled are treated as a return to stock and subject to the 15% restocking/processing fee.

SHIPPING & RETURN DETAILS

  • We are not responsible for packages marked “Delivered” by the carrier. Please contact USPS or UPS directly for missing mail claims.

  • If shipping insurance was purchased, we’ll assist with the claim process. Approved claims are refunded to the original payment method.

  • Orders returned due to incorrect address, failed delivery, or unclaimed status will incur an $11.99 reshipping fee.

  • If no response is received within 7 days of a returned package, the item may be restocked.

PROMOTIONS & DISCOUNTS

  • Discounts are valid only during advertised dates and cannot be applied retroactively.

  • Promotions cannot be combined unless stated otherwise.

  • Discounted or promotional prices are forfeited if an item is returned or exchanged.

  • All approved store credits are processed at the value paid at the time of purchase.

  • All approved exchanges and rare refunds are subject to a 15% restocking fee.

  • Restocking scope: Restocking/processing fees apply to approved store credits, exchanges, and rare refunds, calculated on the canceled portion of the order.

REPAIRS

We offer repairs for most items.
Please email support@estrelladeoro.org with your order number and photos to begin.
Fees and turnaround times vary depending on the item and type of repair.

Return Address
Estrella De Oro Jewelry
11936 Bellaire Blvd
PO BOX 921
Houston, TX 77072