We accept returns for all items within 30 calendar days of delivery.
Returns should be initiated within this time frame. Please do not send items back to us without speaking to us first; unauthorized returns will not be accepted.
To initiate a return, please contact our customer support email address: firstname.lastname@example.org. Please provide your order number in the email. If your order contains multiple items, please specify which items you are returning. If you're returning an item because it's damaged or missing, please see the sections below for further instructions.
All returned items must be in their original packaging, undamaged, unworn, with tags and any certificates included if applicable (some items will not have tags or certificates). Original shipping costs incurred when you placed your order are not refundable and will be deducted from your refund.
We reserve the right to refuse returns that do not arrive to us in new condition.
Returns at Le Gem Nouveau are free. If your return is accepted, we will provide you with a free return label via email. It will be your responsibility to print the label, package your item securely, attach the return label to the outside of the package, and take the package to a postal center to be shipped back to us. Once an item is in transit, we cannot control how quickly it reaches our warehouse, but most items arrive in 7 days or less. All returns are collected at a location in the USA at this time.
Items for return must be entered into the mail system within 14 calendar days of your return being accepted.
Refunds will be issued when we have received the returned item and have inspected it. Please allow 10 business days from the date your return is received at any of our warehouse locations for your refund to be processed.
Your refund will be issued on your original payment method. You will receive a confirmation email when a refund is issued. Please keep in mind that it can take 2-5 business days for the refund to show on your bank or credit card statement, depending on your institution.
If you have not received your refund and have waited according to our timelines, please contact our support email (email@example.com) with your order number, so that we can investigate the matter.
Exchanges: We do not usually process exchanges unless it is for a damaged, defective, or incorrectly fulfilled item. If you would like an item in another size or color, please make a separate order for that item.
Cancellations: If an order has not yet shipped, we can cancel it for you. This is very time sensitive because we try to process orders quickly, but we can do a cancellation if you notify us of your desire to cancel before the order has shipped. If the order has already been shipped, you will have to initiate a return for your item when it arrives at your location if you don't want it.
Note: There is usually a delay between the shipment of an order and the time the shipping confirmation email is sent to you, so your order may have shipped before you get this email. We will contact our shippers and suppliers about cancellation requests when we get them to check on the status of an order. We cannot recall items that have already entered the postal system.
Wrong Item, Damaged Item, or Item Not Received:
Firstly, we’re very sorry when these situations occur (they are rare) and will work with you to find a solution.
If you receive an item that was damaged in transport, please contact us within 48 hours of receipt. We will request pictures of the damages/defect and then will work with you on a solution. If you report a damaged item outside of this time frame, we may be unable to verify that the item actually arrived to you in a damaged state and will not offer a refund/ship a new item for free.
For missing items, please wait the full length of time described in the shipping policy before reporting an item as missing (5-8 business days from the date the item was shipped). If this time has passed, contact us about your item.
The solutions for these issues include sending a new item (damaged/defective or incorrectly fulfilled items), attempts to locate an item on our end (missing items), refunds (issues that cannot be resolved using other methods), or discounts (damaged/defective), depending on your preference (we will discuss this with you and offer options). The customer will not be charged extra fees for mistakes on our end. We will cover any associated costs to send replacement products.
Missing Item Claims (with tracking that states "Item Delivered")
Occasionally, shipping companies will mark an item as delivered and then experience an internal delay, especially during high volume shipping seasons. We recommend waiting 24-48 to see if the item shows up in that time. We also ask that you double-check with any housemates or neighbors regarding the package, and check the areas around your house or porch thoroughly for any potential delivery spots, as some companies will hide packages somewhat to discourage thefts from passersby. If you still haven't been able to locate the package after 24-48 hours of it being marked as delivered, please contact us at firstname.lastname@example.org for assistance. Many delivery companies have methods of tracking parcel locations, so there is still a chance it could be located. We also do a thorough investigation into these types of claims.
Le Gem Nouveau is not responsible for lost or stolen packages when the item is marked as delivered.