Exchange and Returns

EXCHANGES + RETURNS

We reserve the right to deny any unreasonable exchange or return requests, such as on items that have been worn, damaged, or altered.

If Redo Package Protection was purchased, please proceed to the Customer Portal: www.pamelalove.com/apps/redo/account/login for easy step-by-step instructions! 

 

ELIGIBILITY

Only unworn products in original packaging are eligible for exchange or return. 
Exchange and Return requests must be made within 7 days of delivery of the product or in-store purchase.
For Third Party purchases, please contact the store where the order was placed.

 

EXCHANGE OR REFUND: Items of the following materials are eligible for exchange or return. Exclusions apply to specialty items.

  • Brass
  • Gold Plated
  • Silver

EXCHANGE ONLY: The following items are eligible for a one-time exchange for Store Credit.

  • 18k Gold or Platinum Fine
  • 14k Gold Demi-Fine & Piercing Collection
  • Handmade items including Glass
  • Specialty Product: including accessories, beauty & fragrance, books, and homewares

FINAL SALE: The following items are final sale and not eligible for exchange or refund.

  • Deposits, Service Fees and Shipping Charges
  • Gift cards
  • International orders
  • Items purchased with a Discount of 20% or more
  • Items purchased during Promotional Events & Sales
  • Jewelry used in piercing services
  • Limited Collections including Collaborations, Charity, and Holiday drops
  • One-of-a-kind (Archive and Sample items)
  • Opened packaging (including Accessories, Homewares, Tarot Decks)
  • Orders placed via Exchange, Store Credit, or Replacement
  • Special Orders (Custom, Pre-Order, Made-To-Order) 

 

PROCEDURE 

All requests are subject to approval from PL Customer Support.
To initiate an exchange or return, please make your request to customersupport@pamelalove.com, opens in a new tab

Please include:
Order # (or full name of purchaser) 
A brief description of the reason for the request
2 clear, close-up photos of the item(s).

Once approved, items must be shipped within 7 days. Items must be packed securely and include all original branded packaging, inside a completely sealed outer box. 
The client is responsible for return shipping. Pamela Love is not responsible for damaged, lost or stolen returning packages. 
As a courtesy, a label may be provided and the shipping deducted from the exchange or return value.

For approved Exchanges, a Store Credit will be issued for immediate use to place a new order. Store Credit is valid for 30 days.


Approved refunds will be made to the original form of payment and processed within 7-10 business days. 

In-Store: eligible orders may be exchanged in-store for items of the same value or towards items of greater value. 

Refunds are not processed in-store. Items eligible for refund may be returned in store and the refund will be issued by Customer Support within 7-10 business days.

 

PRICE ADJUSTMENTS


We do not offer price adjustments on prior purchases, this includes the Welcome Discount. 

DAMAGED, LOST, OR STOLEN ORDERS

Pamela Love is not responsible for damaged, lost or stolen packages.

If you added REDO Package Protection at checkout, please visit our Customer Care Portal for quick assistance with “in-transit” related issues.

CUSTOM ORDERS

All payments and deposits for custom jewelry orders are non-refundable. This includes partial deposits made to begin work as well as payment in full.

Once an order is placed, funds are used immediately to secure materials, including gold and gemstones, and to cover the design work, stone sourcing, and labor required to bring your piece to life. Because each custom order is made specifically for you, we are unable to offer refunds or exchanges once work has begun.

If you have questions about your order before placing a deposit, we’re happy to help. Please reach out to our team at ceremonial@pamelalove.com to discuss details, timelines, or any concerns prior to purchase.