Returns & Cancellations
Butler Enterprises LLC d/b/a Charles Jewelry
Last updated: November 10, 2026
CANCELLATIONS
An order may be cancelled only before production begins. Production begins when we first undertake order-specific sourcing, making, sizing, or preparation of the piece, as documented in our records. Once production begins, the order cannot be cancelled at the customer's request.
Send your cancellation request and order number through our Contact Us form. Eligibility is determined by whether production has begun when we receive your request. An eligible cancellation is refunded to the original payment method; if payment was only authorized, we release the authorization. These rules apply to all orders, including custom, personalized, and final-sale pieces.
RETURNS AND STORE CREDIT
Eligible jewelry, including eligible Lab Diamond Studs, may be returned by requesting authorization within 30 days of delivery. Voluntary returns are for Charles Jewelry store credit only. Eligibility is shown on the product page.
Engagement rings, wedding bands, custom or personalized pieces, and selected fashion rings identified as final sale are excluded from change-of-mind returns and exchanges. Final-sale status does not prevent cancellation before production begins under Section 6 or exclude coverage under our written warranty.
Request authorization through our return-request form or contact us with your order number. Ship the authorized return within seven calendar days after we send the return authorization, as shown by the carrier's acceptance scan. We may refuse a voluntary return shipped after that deadline. Use the complimentary prepaid label and packing instructions we provide. Items must be unworn, unaltered, and in original condition with original packaging and accompanying certificates. We may refuse a voluntary return that fails these conditions. You are responsible for securing and properly packing the item until we receive it; for a package properly handed to our designated carrier using our label, we will administer the carrier or insurance claim and will not deny credit solely because our carrier loses it.
After receipt, inspection, and approval, we issue credit for the returned merchandise price paid, including applicable tax adjustments. Original shipping charges are excluded from voluntary return credit. Credit never expires, has no cash redemption value except as required by law, and is not transferable. Defective, incorrect, or undelivered merchandise is handled separately from voluntary returns under the warranty and applicable law.
Mandatory legal rights prevail over conflicting provisions. See our Terms and Conditions and Lifetime Warranty.