Our Promise to You: The Custom Collective Happiness Guarantee

Every piece we create is handcrafted with love and attention to celebrate your most precious moments. If you aren't 100% in love with your piece, we will always offer to remake it free of charge (excluding shipping costs). We understand how important it is that your custom piece perfectly captures the sentiment behind it.

Returns & Exchanges

Because each Custom Collective piece is uniquely crafted just for you with your chosen details, we typically don't accept returns or exchanges unless there was an error on our part. We understand that these treasures hold deep sentimental value, and we're committed to ensuring your complete satisfaction.

We Accept Returns or Exchanges When:

• You received the wrong order

• Your piece was crafted in the wrong material

• The custom details on your piece are incorrect

If you experience any issues with your treasure, please reach out to us at hello@customcollective.co. We'll do everything possible to make it right and ensure you have a keepsake you'll cherish forever.

Order Cancellations

We understand that life happens and plans can change. Since our artisans begin crafting your custom piece immediately after your order is placed, we can only accept cancellation requests within 24 hours of purchase.

If you need to cancel your order, please contact us as soon as possible within this timeframe, and we'll be happy to assist you.

Refund Process

Tracking Your Refund

If you're eligible for a refund but don't see it yet:

1. First, check your bank account again (refunds can take time to process)

2. Contact your credit card company to confirm the processing status

3. Check with your bank about pending refund transactions

4. If you've tried all of the above and still haven't received your refund, please contact us at hello@customcollective.co

Gift Returns

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the returned item, we'll mail you a gift certificate.

If the item wasn't marked as a gift when purchased, or if the gift-giver had the order shipped to themselves before giving it to you, we'll send the refund to the original purchaser, and they will be notified about the return.

Shipping Returns

When returning an item valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance for your protection. We cannot guarantee receipt of returned items sent without tracking information.

Our Commitment

At Custom Collective, we create more than just jewelry—we craft treasured keepsakes that celebrate life's most meaningful moments. Our commitment to your happiness extends beyond the purchase, and we'll always go the extra mile to ensure you're completely satisfied with your unique piece.