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Return Policy

Here at Motif Jewels, we strongly believe in exceeding our customer’s expectation. Your satisfaction is important to us and if for any reason you are not truly satisfied with each and every purchase you make, it may be returned or exchanged (less the cost of shipping and handling) within 30 days of purchase.

Items must be in new condition and must not be worn, resized from another jeweler, or altered in any way shape or form. Any items damaged, regardless of by whom, will not be issued a refund.
Any engraved items and diamonds will be charged a 5% restocking fee. Custom jewelry cannot be returned, including items that have been modified. Free shipping is not offered for returns and exchanges, it is highly recommended for the customer to insure the item and include a tracking number. Engraving fees are not refundable.

Note: Returned items must retain the original security tag in order for the refund to be processed. Unauthorized, improperly packaged, or uninsured items may be returned to sender.
All returned item(s) require a “return authorization” code to be completed. To obtain a return authorization code, please call toll free US: (877) 260-9202 International: (408) 825-9224 or email customercare@motifjewels.com, and our customer service representative will promptly issue you one.

To Return:

  • Obtain a return authorization code through our customer service department.
  • Package the return item along with all certificates and copy of the receipt. Make sure to include all packaging and protective wrappings. Returned Moissanite jewels without certificates will constitute a $50 replacement fee for each stone. Returned diamond stones without certificates will constitute a $250 replacement fee for each stone.
    Note: For security reasons, write only “Motif Distribution” on the outside of the box.
  • For returns, customer must pay the standard Shipping/Handling charges
  • Items may be shipped via a carrier of your choice of FedEx, UPS, or USPS. Fully insure your items and request receipt and confirmation of delivery.
  • Fill out customer information page.
  • Upon Return approval with a return authorization code, send the item(s) to the return address: 1111 Story Rd. Ste. 1118, San Jose, CA 95122

Upon receiving your package for refund, Motif Jewels will email you a notification email and immediately begin processing your return. Be sure to include your email in the customer information page. Funds for returned items will be deposited back into the credit card account or bank account from which it was drawn.

Exchange Policy

Exchanges are also allowed on items within the first 30 days of purchase. To exchange an item, please call our customer service department to acquire your exchange authorization code. Credit will be issued for the price of the item and can be used within one year for another item of your choice.

To Exchange:

  • Obtain an exchange authorization code through our customer service department.
  • Package the exchange item along with all certificates and copy of the receipt. Make sure to include all packaging and protective wrappings. Exchanged Moissanite jewels without certificates will constitute a $50 replacement fee for each stone. Exchanged diamond stones without certificates will constitute a $250 replacement fee for each stone.
    Note: For security reasons, do not write Motif Jewels on the outside of the box.
  • For exchanges customer must pay the standard Shipping/Handling charges
  • Items may be shipped via a carrier of your choice of FedEx, UPS, or USPS. Fully insure your items with a tracking number, request receipt, and confirmation of delivery.
  • Fill out customer information page. 

Upon receiving your package for exchange, Motif Jewels will email you a notification email with a credit code and you will have one year to use your credit to complete the exchange online or by phone. Be sure to include your email in the customer information page.

Customers will be responsible to pay for the re-shipment of their new items. Exchange credits cannot be applied towards your shipping cost.

Cancellation Policy

You may cancel your order within 24 hours of the time the order has been placed. Please contact us within the respectable timeframe to allow the necessary procedures upon request.

Customers will be issued a full refund within the 24 hours of cancellation.

Orders that have been processed after 24 hours will be subject to a 5% restocking fee if you do not cancel within the allocated time.

Custom Orders cannot be cancelled after 24 hours due to extensive modifications and treatment to the item. 

To Cancel:

  • Contact us by email at: customercare@motifjewels.com
  • Include your name, phone number, and order number in the email
  • Contact us US: (877) 260-9202  International: (408) 825-9224  
  • If you are unable to reach us by phone, please leave a message and desired time you wish to be contacted

Once again, your satisfaction is important to us. If you have any questions or concerns, feel free to contact us toll free US: (877) 260-9202  International: (408) 825-9224  or email at: customercare@motifjewels.com