Return Policy for Captiva Gems

At Captiva Gems, we want you to love your purchase. If you are not completely satisfied, we're here to help.

Returns: We accept returns within 30 days of the delivery date for eligible items.

To qualify for a return, items must:

• Be unused, unworn, and in their original condition.
• Include all original packaging, tags, and accessories.
• Be accompanied by proof of purchase or order confirmation.

Captiva Gems reserves the right to refuse returns that do not meet these conditions.

Non-Returnable Items: For hygiene, customization, and security reasons, the following items cannot be returned or exchanged:

• Earrings (unless received damaged or defective)
• Personalized or custom-made jewelry
• Engraved items
• Gift cards
• Clearance or final sale items

Damaged or Incorrect Items: If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item and packaging

We'll review your request promptly and arrange a replacement or refund where appropriate.

Refunds: Once your returned item is received and inspected, we'll notify you of the status of your refund.

If approved:

• Refunds will be issued to the original payment method.
• Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Original shipping charges are non-refundable unless the return is due to our error or a defective product.

Return Shipping: If the return is due to:

• A damaged or defective product
• An incorrect item shipped by Captiva Gems

We will provide a prepaid return shipping label.

For all other returns, customers are responsible for return shipping costs.

We recommend using a trackable shipping service and purchasing shipping insurance for higher-value items. Captiva Gems is not responsible for returns lost or damaged during transit.

Order Cancellations: Orders may be cancelled only if they have not yet been processed or shipped.

Once an order has entered processing, cancellation may not be possible.

Shipping Delays: While we strive to deliver orders promptly, Captiva Gems is not responsible for delays caused by:

• Shipping carriers
• Customs processing
• Weather events
• Postal disruptions
• Other circumstances beyond our control

Contact Us

If you have questions about returns or refunds, please contact us:

Captiva Gems

Email: info@captivagems.com