Shipping & Returns Policy of Carat Island

At Carat Island, we are committed to providing a seamless and reliable experience for all our customers, from the moment you place an order to its safe arrival. This policy outlines our procedures for shipping and returns.

Shipping Policy

Order Processing Time

Once your order for loose stones, lab gems, lab diamonds, or cubic zirconia is placed and payment is confirmed, we typically process and prepare it for shipment within 5 business days. For custom jewelry manufacturing services, processing times will vary based on the complexity of the design and materials, as discussed during the design consultation.

Shipping Methods & Carriers

We partner with reputable and secure shipping carriers to ensure the safe delivery of your valuable purchases. Our primary carriers include (FedEx, UPS, DHL, and Global or Local postal services).

You will have the option to choose from various shipping methods at checkout, which may include:

Free and Standard Shipping: Estimated delivery time, e.g., 7-15 business days

Express Shipping: Estimated delivery time, e.g., 3-9 business days

Shipping costs will be calculated at checkout based on the destination, weight, value of your order, and selected shipping method.

International Shipping

We proudly offer international shipping to many countries worldwide. Please note the following for international orders:

Customs Duties & Taxes: You, the customer, are solely responsible for any customs duties, import taxes, value-added taxes (VAT), brokerage fees, or other charges imposed by the destination country. These charges are not included in the item price or shipping cost and are levied once the package reaches your country. We recommend checking with your local customs office for information on potential charges before placing an order.

Delivery Times: International delivery times are estimates and can vary significantly due to customs processing and local postal services. While we provide tracking, Carat Island is not responsible for delays caused by customs procedures or unforeseen circumstances in the destination country.

Customs Declaration: We will declare the full value of the merchandise on customs forms.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. You can use this number to track the status of your delivery directly through the carrier’s website.

Risk of Loss

The risk of loss or damage to Products passes to you upon our delivery to the shipping carrier. We highly recommend that you consider purchasing shipping insurance for high-value orders, which may be an option at checkout.

Returns & Exchange Policy

Your satisfaction is important to us. Please review our policy on returns and exchanges carefully.

Eligibility for Returns

Loose Stones & Non-Custom Products

You may return unused and undamaged loose moissanite stones, lab gems, lab diamonds, and cubic zirconia, or any other non-custom products within 14 calendar days from the date of delivery.

Products must be returned in their original, pristine condition, unworn (if applicable), unaltered, and with all original packaging, certificates (if any), and documentation intact.

Any product showing signs of wear, damage, alteration, or missing original components/certificates will not be eligible for a refund or exchange.

Custom Jewelry Manufacturing Services

Due to the unique and personalized nature of custom-manufactured jewelry, these items are generally non-refundable and non-exchangeable once the production process has commenced and the final design has been approved by you.

We invest significant time and resources into creating your bespoke piece based on your specific requirements.

In rare circumstances, if you wish to cancel a custom order before production begins and after design approval, a cancellation fee may apply to cover design and material sourcing costs already incurred. Please contact us immediately to discuss such situations.

Defective or Incorrect Items

If you receive a product that is genuinely defective or incorrect (i.e., not what you ordered), please contact us within 3 business days of receiving your order.

We will require photographic evidence of the defect or incorrect item.

Upon verification, we will provide instructions for returning the item and will arrange for a replacement or a full refund, including reasonable return shipping costs.

Return Process

Contact Us: To initiate a return, please contact our customer service team at service[@]caratisland.com within the eligible return period. Please provide your order number and the reason for the return.

Return Authorization: We will provide you with a Return Authorization (RA) number and detailed instructions on how to package and ship your return. Do not send items back without an RA number, as they may not be accepted.

Packaging: Securely package the item(s) in their original packaging, including all certificates and documentation.

Shipping: Ship the item back to us using a reputable carrier that offers tracking and insurance. You are responsible for the return shipping costs. For your protection, we strongly recommend insuring your return shipment for its full value, as Carat Island is not responsible for items lost or damaged during return transit.

Return Address: Ship to the address provided with your RA number.

Refunds & Exchanges

Inspection: Once we receive your returned item, it will undergo a thorough inspection by our team to ensure it meets our return eligibility criteria. This process may take 3 business days.

Refunds: If the return is approved, your refund will be processed to the original method of payment within 7 business days after inspection. Please note that banks and credit card companies may take additional time to post the refund to your account.

Restocking Fee: A restocking fee of 8% of the item’s value may apply to returns of loose stones and non-custom products, unless the item was defective or incorrect. This fee helps cover processing and administrative costs.

Exchanges: If you wish to exchange an eligible item, please indicate this when you contact us. The same return eligibility and process apply. Any price difference will be adjusted accordingly.

Non-Returnable Items

The following items are generally non-returnable:

Custom-manufactured jewelry (unless defective).

Items returned without an RA number.

Items returned beyond the specified return period.

Items not in their original condition or missing parts/certificates.

Gift cards.

Contact Us

If you have any questions regarding our Shipping & Returns Policy, please do not hesitate to contact us:

Email: service[@]caratisland.com

Last Updated: January 11, 2025