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CUSTOMER SERVICE

Return Policy

How to return merchandise and what qualifies.

To return merchandise from a RhinestonesU.com web order, please initiate the return within 30 days through your customer account. To return merchandise that was not ordered online at RhinestonesU.com, please contact us.

Returned merchandise must be in saleable condition and in its original packaging without markings of any kind. Returns must be shipped back to us prepaid. Shipping charges are not refundable. There are no returns on special order or large quantity orders (quantities over our normal stock levels). Errors in shipping or defective merchandise must be reported within 5 days of receiving your order.

Wholesale customers have an extended return window, with a total of 60 days from purchase to initiate their return, and will be assessed a 20% restocking fee. Any errors in shipping or defective merchandise will not be subject to the restocking fee.

Initiate Your Return

Returns can be initiated within 30 days of purchase. If you placed your order online:

  • Sign in to your customer account.
  • Go to the Orders tab under My Account.
  • Locate the order you wish to return and follow the prompts to initiate your return.

Need help accessing your account? If you checked out as a guest, an account was automatically created using the email address associated with your order. Use the "Forgot Password" link to create a password and access your account.

For returns related to purchases that were not made online, or if you need additional assistance, please contact us.

Wholesale Returns

Wholesale returns follow our return policy with two exceptions:

  • Wholesale returns will be assessed a 20% restocking fee.
  • Wholesale customers have an extended return window, with a total of 60 days from the date of purchase to initiate their return.

Saleable Condition

Returned merchandise must be in saleable condition. Acceptable condition:

  • In original packaging without markings of any kind.
  • In the original quantity purchased (for example, 10 gross of rhinestones or 1 dozen pairs of earrings). We cannot return partial quantities.

Limitations

  • Rhinestones Unlimited does not pay the shipping charges for the returned merchandise.
  • The original shipping charges for the order are not refundable.
  • There are no returns on special orders or large quantity orders (quantities over our normal stock levels).
  • Clearance and discontinued items are final sale and cannot be returned.

Shipping Instructions

  • Once your return is initiated, you will receive the address and shipping instructions.
  • We do not accept returns that have not been initiated prior to us receiving the product in the warehouse.

If a product arrives at our warehouse that does not meet the requirements in this return policy, we will hold it in our receiving department for one month. If you would like it sent back to you, we will invoice you for return shipping. Any product not claimed within that month will be disposed of.

Returns Due to Rhinestones Unlimited or Shipping Carrier Error

Follows our return policy with these exceptions:

  • Shipping errors or defective merchandise must be reported within 5 days of receiving your order. Please contact us.
  • For wholesale returns with errors due to Rhinestones Unlimited or a shipping carrier delay, there will not be a restocking fee.
  • There will be no charge to ship the correct merchandise when the error is ours. Rhinestones Unlimited will select the shipping method for the corrected shipment. However, Rhinestones Unlimited will need to charge for the replacement product when shipped.
  • A credit will be made for the product once the incorrect merchandise arrives back in our warehouse.

FREQUENTLY ASKED QUESTIONS

How long do I have to return an order?

You have 30 days from purchase to initiate a return on a web order through your customer account. Wholesale customers have an extended window, with a total of 60 days from purchase to initiate their return.

How do I start a return?

Log in to your account, open the Orders tab, and click the "Return Items?" link associated with the order. Guests can reset their password to log in. Once initiated, you will receive an email with the return address and shipping instructions.

Can I return clearance or special order items?

No. Clearance and discontinued items are final sale, and there are no returns on special order or large quantity orders. Returns are also limited to full original quantities; we cannot accept partial quantities.

Who pays for return shipping?

Returns must be shipped back to us prepaid, and original shipping charges are not refundable. If the return is due to a shipping error or defective merchandise, contact us within 5 days of receiving your order, and please allow at least 2 business days for us to open an investigation and find a resolution. We will make it right.

Is there a restocking fee?

Standard returns have no restocking fee. Wholesale returns are assessed a 20% restocking fee, except when the return is due to a Rhinestones Unlimited or shipping carrier error.

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