Returns & Cancellations

1. Overview

OALLO sells and coordinates fine jewelry, custom jewelry, made-to-order jewelry, modified jewelry, and selected ready-to-wear jewelry. Because many jewelry pieces are custom, personalized, sourced, sized, modified, or produced specifically for a customer, not every item is eligible for cancellation, return, refund, or exchange.

Please review this policy carefully before placing an order, approving production, paying a design deposit, or submitting payment for any custom or ready-to-wear jewelry.

2. Custom Jewelry Is Generally Final Sale

Custom, made-to-order, modified, resized, personalized, engraved, specially sourced, or specially produced jewelry is final sale once you approve the final design specifications and OALLO or its production partners begin production.

Final sale custom jewelry cannot be canceled, returned, exchanged, or refunded except where required by law or where OALLO confirms in writing that the piece is defective, incorrect, or materially inconsistent with the approved written specifications.

3. Custom Review and Design Deposit Stage

A Custom Review request is not a final order. It does not guarantee acceptance, pricing, production, shipment, or delivery.

If you cancel after paying a design deposit but before final design approval and before production begins, the design deposit will be handled according to OALLO’s Design Deposit Terms.

Any additional sourcing, CAD, vendor, payment-processing, administrative, or labor costs specifically incurred for your project may be deducted or charged if previously disclosed or agreed to in writing.

4. Cancellation Before Production Begins

If you request cancellation before production begins, OALLO will review the project status and determine whether any refund, partial refund, store credit, or cancellation is available.

Refund availability depends on the work already performed, third-party costs incurred, payment-processing fees, sourcing activity, design work, CAD work, supplier commitments, and any terms accepted for that project.

OALLO may deduct non-recoverable costs, fees, sourcing expenses, design labor, administrative costs, or vendor costs from any available refund unless otherwise required by law.

5. Cancellation After Production Begins

Once production begins, custom orders cannot be canceled, returned, exchanged, or refunded except where required by law or where OALLO confirms in writing that the item is defective, incorrect, or materially inconsistent with approved specifications.

Production may include sourcing, CAD work, wax or model creation, casting, stone ordering, stone setting, engraving, polishing, resizing, assembly, finishing, quality control, packaging, shipping preparation, or any work started by OALLO or its production partners.

6. Ready-to-Wear Jewelry Returns

Non-custom, non-personalized, non-modified ready-to-wear jewelry may be eligible for return within 14 days of delivery if all of the following conditions are met:

• The item is unused, unworn, undamaged, unaltered, and in original condition
• The item is returned with original packaging, tags, documents, and proof of purchase
• The item has not been resized, engraved, modified, personalized, worn, damaged, or repaired
• Return authorization is requested and approved in writing before shipment
• The item is shipped back according to OALLO’s written return instructions
• The item passes OALLO’s inspection after return

Shipping charges, insurance, duties, taxes, transaction fees, gift wrapping, rush fees, and handling charges are non-refundable unless the item arrived damaged, defective, or OALLO shipped the wrong item.

7. Return Authorization Required

You must contact OALLO at hello@oallo.com before returning any item. Please include your order number, name, contact information, reason for return, and photos if applicable.

Items returned without written return authorization may be refused, returned to the customer, or held until return shipping and insurance are paid.

Approved refunds will be issued to the original payment method after the item is received, inspected, and approved by OALLO. Refund processing time may depend on your payment provider.

8. Non-Returnable Items

Unless otherwise required by law or approved by OALLO in writing, the following items are not eligible for return, refund, or exchange:

• Design deposits, except as stated in the Design Deposit Terms
• Custom jewelry
• Made-to-order jewelry
• Modified jewelry
• Resized jewelry
• Engraved jewelry
• Personalized jewelry
• Special orders or specially sourced items
• Final sale items
• Gift cards
• Earrings or body jewelry where return is restricted for hygiene reasons
• Items returned without original proof of purchase, unless OALLO chooses to offer store credit
• Items damaged through wear, misuse, improper storage, chemical exposure, impact, accident, third-party repair, or alteration
• Items that are not returned with original packaging, documents, or required return materials

9. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact OALLO within 48 hours of delivery at hello@oallo.com.

Please include your order number, photos of the exterior packaging, photos of the interior packaging, photos or video of the item, and a clear description of the issue.

Do not send the item back until OALLO provides written instructions. Depending on the situation, OALLO may offer inspection, repair, correction, replacement, store credit, partial refund, or refund.

Claims may be denied if the item was used, altered, repaired by a third party, damaged after delivery, returned without authorization, or not reported within the required timeframe.

10. Inspection of Returned Items

All returned items are subject to inspection. OALLO may reject a return or reduce a refund if the item is worn, used, damaged, altered, resized, engraved, missing packaging, missing documents, or otherwise not in eligible return condition.

If a return is rejected, the customer may be responsible for shipping, insurance, and handling costs to have the item returned.

11. Return Shipping, Insurance, and Risk

Unless OALLO confirms that an item was damaged, defective, or incorrect, the customer is responsible for approved return shipping, insurance, tracking, duties, taxes, and any carrier-related costs.

Jewelry returns must be shipped using the method instructed by OALLO. OALLO is not responsible for unauthorized returns, uninsured shipments, packages lost in transit, packages damaged in transit, or returns sent to the wrong address.

12. Sizing Issues

Customers are responsible for providing accurate sizing information, measurements, spelling for engraving, shipping information, and project details.

Resizing may be available for some pieces, but not all designs can be resized. Resizing may require additional fees, shipping costs, insurance, production time, and approval by OALLO.

Resized, altered, engraved, or modified items are not eligible for standard return.

13. Exchanges

OALLO does not guarantee exchanges. Eligible ready-to-wear items may be returned under this policy and, if approved, refunded or credited at OALLO’s discretion.

Custom, made-to-order, modified, resized, engraved, personalized, or final sale items are not eligible for exchange unless OALLO confirms in writing that the item is defective, incorrect, or materially inconsistent with the approved specifications.

14. Order Delays and OALLO Cancellation Rights

OALLO makes reasonable efforts to provide realistic production and shipping estimates, but jewelry timelines may be affected by design complexity, sourcing, supplier availability, stone availability, quality control, customer approvals, production partner timing, shipping carriers, and other factors.

If OALLO cannot ship an order within the promised timeframe or applicable estimated timeframe, OALLO will make reasonable efforts to notify you, provide a revised estimate when available, and offer any cancellation or refund rights required by applicable law.

OALLO may cancel an order that cannot be fulfilled, cannot be produced as approved, presents legal or originality concerns, becomes unavailable due to sourcing issues, or cannot be completed within a reasonable timeframe. If OALLO cancels an order, OALLO will issue any refund required under the applicable order terms and law.

15. Repairs and Wear

Fine jewelry requires careful wear, cleaning, storage, and maintenance. Normal wear, scratches, bent prongs, loose stones from impact, chain breaks, damage from chemicals, damage from improper storage, loss, theft, or damage caused by third-party repair or alteration are not treated as returnable defects.

OALLO may offer repair review where appropriate. Repairs may require inspection, fees, shipping, insurance, production time, and availability of matching materials or stones.

16. Gifts

Gifted items may be eligible for return only if the item otherwise qualifies under this policy and proof of purchase is provided. OALLO may, at its discretion, issue store credit instead of a refund for eligible gift returns.

Custom, personalized, resized, modified, engraved, special order, and final sale gifts are not eligible for return or exchange unless required by law or approved by OALLO in writing.

17. Payment Disputes and Chargebacks

If you have a concern about an order, return, cancellation, or refund, please contact OALLO first at hello@oallo.com so we can review the issue.

Improper chargebacks or payment disputes may delay or cancel a project. OALLO reserves the right to provide payment processors with order records, shipment records, approvals, communications, invoices, inspection findings, and work history to respond to payment disputes.

18. Relationship to Other Terms

This Returns & Cancellations Policy should be read together with OALLO’s Design Deposit Terms, Terms of Sale, Shipping Policy, Privacy Policy, and any proposal, invoice, checkout terms, or written communication provided for your project.

If there is a conflict between these general return terms and a written custom project proposal accepted by the customer, the project-specific written terms may control to the extent permitted by law.

19. Updates to This Policy

OALLO may update this Returns & Cancellations Policy from time to time. The policy in effect at the time of purchase will generally apply to that purchase unless otherwise required by law or agreed in writing.

20. Contact

Questions about returns, cancellations, exchanges, damaged items, incorrect items, or refund eligibility may be sent to hello@oallo.com.