Returns, Claims & Production Issues

Clear and Fair Support for Wholesale Orders

At Glamie Jewelry, we carefully inspect every wholesale order before shipment. Our goal is to deliver products that match the confirmed order details, approved samples and agreed production specifications.

Because our website operates as a business-to-business wholesale platform, returns and claims are handled differently from standard retail purchases.

This policy explains how we manage:

  • Production defects
  • Missing or incorrect products
  • Quantity differences
  • Shipping damage
  • Custom-order issues
  • Approved wholesale returns
  • Repairs, replacements and account credits

By placing an order with Glamie Jewelry, the buyer confirms that they have reviewed and accepted this policy.

Inspecting Your Order

Buyers are responsible for inspecting all products shortly after delivery.

Please check:

  • Product codes
  • Quantities
  • Materials
  • Plating colors
  • Stone colors
  • Product sizes
  • Clasps and closures
  • Logo placement
  • Packaging
  • Visible shipping damage

Products should be inspected before they are displayed, resold, altered, engraved, repackaged or distributed to final customers.

Reporting a Claim

Claims relating to visible production defects, missing items, incorrect products or quantity discrepancies must be submitted within:

7 Calendar Days of Delivery

Claims submitted after this period may not be eligible for review unless the issue could not reasonably have been identified during the initial inspection.

Your claim should include:

  • Order or invoice number
  • Product code
  • Affected quantity
  • Clear description of the issue
  • Clear photographs
  • Close-up photographs
  • Video where necessary
  • Photograph of the product packaging
  • Photograph of the shipping box when relevant

Please keep the affected products and all original packaging until the review is completed.

Do not return any products before receiving written authorization from our B2B team.

Shipping Damage

Visible shipping damage should be reported within:

48 Hours of Delivery

Please provide:

  • Photographs of the unopened shipping box
  • Photographs of any damaged outer packaging
  • Photographs of internal packaging
  • Photographs of the damaged products
  • Shipping label
  • A short unpacking video, when available

Buyers should keep all packaging materials while the carrier claim is being reviewed.

We may request additional information required by the shipping company.

A shipping-damage report does not automatically guarantee a refund. The available solution will depend on the evidence, carrier investigation, shipment insurance and condition of the products.

What Is Considered a Production Defect?

A production defect may include:

  • Broken or incorrectly soldered connections
  • Missing stones
  • Loose stones upon delivery
  • Non-functional clasps or closures
  • Major plating inconsistencies
  • Cracks or structural damage
  • Incorrect product model
  • Incorrect confirmed stone color
  • Incorrect confirmed plating color
  • Incorrect logo placement
  • Significant deviation from the approved sample
  • Products that cannot be used for their intended purpose because of a manufacturing issue

Each claim is evaluated according to the confirmed order specifications, approved sample and supporting evidence.

What Is Not Normally Considered a Production Defect?

The following are not normally considered production defects:

  • Minor weight differences
  • Small dimensional variations
  • Slight differences between production batches
  • Minor plating-tone variations
  • Natural variation in pearls or natural stones
  • Minor stone-position differences
  • Normal marks caused by handmade production
  • Damage caused after delivery
  • Normal wear and tear
  • Scratches caused by improper storage
  • Plating wear caused by friction
  • Damage caused by perfume or chemicals
  • Damage caused by chlorine or cleaning products
  • Products altered or repaired by another party
  • Incorrect use or lack of proper jewelry care
  • A change of preference after production
  • Differences caused by computer or phone screen settings

Jewelry manufacturing includes manual processes such as casting, soldering, polishing, stone setting, plating and assembly. Small variations may occur within normal production tolerances.

Plating and Color Claims

Plated jewelry requires proper use and care.

A plating claim may be considered when:

  • The plating arrives visibly incomplete
  • Severe discoloration is present before use
  • Large areas of plating are missing upon delivery
  • The received color clearly differs from the confirmed specification
  • Unusual peeling is visible before the product is worn

The following are not normally accepted as production claims:

  • Gradual fading caused by regular use
  • Contact with perfume, alcohol or cosmetics
  • Exposure to chlorine, salt water or cleaning products
  • Continuous friction against other jewelry
  • Improper storage
  • Abrasive cleaning
  • Changes caused by individual skin chemistry
  • Damage occurring after resale or customer use

Protective or water-resistant plating is designed to provide improved durability. It does not represent a permanent color guarantee or lifetime resistance to every environmental condition unless a separate written warranty is provided.

Approved Sample as Production Reference

For custom orders, the approved physical sample and final written specifications are used as the main production reference.

The buyer is responsible for checking and approving:

  • Product dimensions
  • Approximate weight
  • Stone color
  • Stone size
  • Plating tone
  • Chain length
  • Clasp type
  • Logo position
  • Surface finish
  • Packaging
  • Overall appearance

Changes requested after sample approval may require:

  • A new sample
  • Additional development fees
  • Additional material costs
  • Revised production time
  • A new quotation

A difference that was visible in and approved through the final sample cannot normally be claimed as a production defect.

Missing or Incorrect Products

Claims involving missing products, incorrect quantities or incorrect models must be submitted within 7 calendar days of delivery.

Please provide:

  • Full photographs of all received products
  • Product codes and quantities
  • Packing list
  • Photograph of the shipping box
  • Photograph of the internal packaging
  • Unpacking video, if available

After verification, possible solutions may include:

  • Sending the missing products
  • Reproducing the incorrect products
  • Adding the value as account credit
  • Including replacements with the next shipment
  • Issuing an agreed partial refund

The most appropriate solution will be determined according to the verified issue, order value and shipping circumstances.

Custom, Personalized and Private-Label Products

The following products are made specifically for the buyer and are considered final sale unless a verified production defect exists:

  • Custom-designed jewelry
  • Personalized jewelry
  • Name or initial jewelry
  • Logo-engraved products
  • Custom logo tags
  • Products with special dimensions
  • Custom stone colors
  • Custom plating colors
  • Special chain lengths
  • Custom packaging
  • Private-label products
  • Products manufactured from an approved sample

These products cannot normally be returned because of:

  • Change of mind
  • Unsold inventory
  • Customer cancellation
  • Incorrect information supplied by the buyer
  • A change in the buyer’s branding
  • A preference change after approval
  • Slower-than-expected retail sales

Verified manufacturing errors remain eligible for review under this policy.

Standard Catalog Product Returns

Return requests for standard, non-personalized catalog products must be submitted within 7 calendar days of delivery.

A return may be approved only when the products are:

  • Unused
  • Unworn
  • Unaltered
  • Undamaged
  • In resalable condition
  • In their original packaging
  • Complete with all accessories and labels

Return approval is not automatic and must be confirmed in writing before shipment.

Approved non-defective returns may be subject to:

  • Return shipping costs
  • Customs charges
  • Payment-processing costs
  • A restocking fee of up to 15%
  • Deductions for missing or damaged packaging

Original shipping costs are non-refundable unless the return results from a confirmed Glamie Jewelry error.

Unauthorized Returns

Products returned without written authorization may be refused.

Before sending a return, the buyer must receive:

  • Written return approval
  • Return address
  • Shipping instructions
  • Required customs description
  • Approved carrier instructions, where applicable

The buyer is responsible for incorrectly declared shipments, customs charges or losses caused by failing to follow the supplied return instructions.

Available Solutions

After reviewing and confirming a valid claim, Glamie Jewelry may offer one or more of the following solutions:

  • Repair
  • Replacement
  • Reproduction
  • Replacement components
  • Partial refund
  • Store or account credit
  • Credit toward the next order
  • Return and refund
  • Another mutually agreed commercial solution

The selected solution will depend on:

  • Nature of the issue
  • Number of affected products
  • Product value
  • Repair feasibility
  • Replacement availability
  • Shipping cost
  • Production schedule
  • Customs requirements

Whenever practical, we will aim to select a solution that resolves the issue efficiently while minimizing delays for the buyer.

Repairs and Reproductions

When repair or reproduction is approved, the buyer may be asked to return the affected products.

Glamie Jewelry will provide instructions concerning:

  • Return address
  • Shipping method
  • Customs declaration
  • Required documentation
  • Expected repair or reproduction process

Repair or reproduction time depends on the product, material, components and current production schedule.

We will provide an estimated timeline after inspecting the claim.

Return Shipping Costs

When a confirmed manufacturing error or incorrect shipment is caused by Glamie Jewelry, reasonable return or replacement shipping costs may be covered or credited as agreed in writing.

When a return is requested for a reason unrelated to a confirmed Glamie Jewelry error, the buyer is responsible for:

  • Return shipping
  • Insurance
  • Customs duties
  • Import or export fees
  • Brokerage charges
  • Payment-processing costs

Products remain the buyer’s responsibility until they are safely received at the authorized return address.

We recommend using a tracked and insured shipping service.

Customs and Refused Shipments

Buyers are responsible for understanding and paying destination-country customs duties, import taxes, VAT, brokerage fees and clearance charges unless otherwise agreed in writing.

If an order is:

  • Refused by the buyer
  • Not collected
  • Returned because duties were unpaid
  • Returned because incorrect buyer information was supplied
  • Held because the buyer did not complete customs procedures

the buyer may be responsible for:

  • Original shipping fees
  • Return shipping fees
  • Customs charges
  • Storage fees
  • Carrier penalties
  • Product damage during return transit

Any approved refund will be calculated after these costs and the condition of the returned products have been assessed.

Lost Shipments

A shipment is not automatically considered lost because of a customs delay or temporary tracking interruption.

If a shipment appears to be lost, Glamie Jewelry will contact the carrier and request an investigation.

Possible resolutions depend on:

  • Carrier investigation
  • Tracking records
  • Proof of delivery
  • Shipping insurance
  • Customs status
  • Accuracy of the delivery information supplied by the buyer

The buyer agrees to provide any documents or declarations requested by the carrier.

Order Changes and Cancellations

Order changes or cancellation requests must be submitted as early as possible.

An order may not be cancellable after:

  • Materials have been purchased
  • CAD work has begun
  • A mold has been produced
  • Stone sourcing has started
  • Custom packaging has been ordered
  • Products have entered production
  • Plating has begun
  • Products have been completed

When a cancellation is approved after work has started, non-refundable costs may be deducted, including:

  • Material costs
  • CAD and design fees
  • Mold costs
  • Labor already completed
  • Stone sourcing
  • Custom component costs
  • Packaging costs
  • Payment-processing fees

Custom and personalized orders cannot normally be cancelled after production begins.

Changes After Order Confirmation

The buyer must review the quotation, proforma invoice, order confirmation and approved sample carefully before making payment or approving production.

Requested changes after confirmation may result in:

  • Additional charges
  • New samples
  • Revised pricing
  • Longer production time
  • A revised delivery estimate

Instructions submitted through different communication channels should be confirmed in writing to avoid misunderstanding.

The latest mutually confirmed written specification will be used as the production reference.

Products Altered After Delivery

Claims may be rejected when affected products have been:

  • Worn
  • Resold
  • Engraved
  • Replated
  • Resized
  • Repaired
  • Polished
  • Modified
  • Repackaged in a way that caused damage
  • Handled by another workshop
  • Exposed to unsuitable chemicals

Please contact us before attempting to repair or modify a product that may be subject to a claim.

Claim Review Process

1. Submit the Claim

Contact our B2B team with the order number, product codes, quantities and supporting evidence.

2. Initial Assessment

We review the photographs, videos, approved specifications and production records.

3. Additional Information

We may request additional images, measurements, videos or return of a sample product.

4. Proposed Resolution

Once the issue is verified, we provide the available repair, replacement, reproduction, credit or refund options.

5. Completion

The agreed solution is processed according to the confirmed timeline and shipping arrangement.

We aim to review complete claim submissions within 3–5 business days, although complex technical or carrier-related cases may require additional time.

Payment Disputes

We ask buyers to contact our B2B team and allow a reasonable opportunity to investigate and resolve an issue before initiating a bank or payment-provider dispute.

Submitting a claim does not automatically cancel outstanding payment obligations for unrelated products or orders.

Where a payment dispute is initiated, we may provide the payment provider with relevant order confirmations, correspondence, production approvals, shipping documents and proof of delivery.

Limitation of Commercial Losses

Unless separately agreed in writing, Glamie Jewelry is not responsible for indirect commercial losses resulting from:

  • Lost retail sales
  • Lost profit
  • Advertising expenses
  • Marketplace penalties
  • Customer refunds issued by the buyer
  • Business interruption
  • Reputational claims
  • Delays caused by customs or carriers

Our responsibility for an approved claim will generally be limited to the affected products and the agreed remedy, subject to any mandatory law that cannot legally be excluded.

Our Commitment

We understand that product quality directly affects your customers and your business reputation.

Our aim is to handle valid concerns with:

  • Fair evaluation
  • Clear communication
  • Practical solutions
  • Reasonable response times
  • Professional after-sales support
  • Long-term partnership in mind

Reporting an issue promptly and providing complete evidence helps us resolve the matter more quickly.

Submit a Claim

To report a missing item, production issue, incorrect product or shipping damage, please contact our B2B support team through the website.

Please include your order number and all available photographs or videos.