Refund policy
REFUND & RETURN POLICY
We want you to love your jewelry. Because every piece is made with care and intention, please read this policy carefully before placing your order.
1. STANDARD ITEMS — RETURNS & EXCHANGES
Contact Golden Hour within 7 days of receiving your order to request a return or exchange. Items must be returned in their original, unworn condition in their original packaging. Customers are responsible for return shipping costs unless a prepaid label is provided by Golden Hour.
To initiate a return, contact us at shalanepeltzman@icloud.com or through our contact page at goldenhourhawaii.co/pages/contact. Once your return is approved you will receive a confirmation email with your prepaid shipping label and full return instructions.
Items must be shipped within 10 days of receiving your return label. Returns shipped after this window will not be accepted and the item will be sent back to you at your expense.
All returned items are carefully inspected upon receipt. Items showing signs of wear, damage, or not returned in original packaging will not be accepted and will be returned to the customer at their expense.
Once your return is received and approved, your refund will be issued to your original payment method within 5–7 business days. Please note that original shipping fees are non-refundable — only the cost of the jewelry itself will be refunded.
Please include a note inside your package with your original Order Number so we can match it to your account.
Cuff Resizing
Our cuffs are crafted in a standard Size Small, fitting wrists up to 6.5". If you need a larger size, we offer Medium (fits up to 6.5"–7.25") or Large (fits up to 8"). Resizing to a Medium or Large is available within 7 days of receiving your order and is subject to a $20 fee, charged to your original payment method upon approval. To request a resize, contact us at shalanepeltzman@icloud.com or through goldenhourhawaii.co/pages/contact.
2. CUSTOM & PERSONALIZED JEWELRY — FINAL SALE
All customized jewelry — including shell-set pieces, stamped heirlooms, made-to-size rings, and any piece created to your specifications — is FINAL SALE. No returns, exchanges, or refunds will be issued for custom pieces under any circumstances.
This policy applies regardless of any general goodwill statement made during the ordering process. Casual communications made before a dispute arises do not constitute a binding return or refund promise.
A non-refundable $65 custom order fee applies to each custom piece to secure your spot in our production schedule. This fee may be waived at our discretion and does not affect the Final Sale status of the piece.
3. DESIGN CHANGES
Once a custom piece has entered production, design changes may not be possible. If multiple design changes are requested after production begins, the piece will be completed as closely as possible to the most recent agreed specification.
Design changes do not entitle the customer to a return, exchange, or refund.
4. SIZING
We strongly recommend confirming your ring or bangle size before placing your order. Resizing custom pieces may not be possible once production is complete.
Sizing issues do not qualify as grounds for a return or refund on custom pieces.
5. CONDITION OF RETURNED ITEMS
All returns must be received in original, unworn, undamaged condition in their original packaging. Items returned damaged, worn, or in unsaleable condition will not be refunded and will be returned to the customer at their expense.
6. PREPAID RETURN LABELS
Golden Hour Hawaii provides a prepaid return shipping label for all approved returns. This label is the only accepted method for returning items. Returns sent via any other shipping method, carrier, or label will not be accepted and will be returned to the sender at their expense.
The prepaid label must be used within 10 days of issuance. Returns shipped after this window will not be accepted and the item will be sent back to you at your expense.
Golden Hour is not responsible for items lost or damaged when shipped outside of the provided label. Items shipped independently without a Golden Hour prepaid label are not considered a valid return and will not be eligible for a refund.
7. CHARGEBACK POLICY
Filing a chargeback with your bank or credit card issuer while retaining possession of Golden Hour merchandise constitutes fraudulent misrepresentation and theft by deception.
Golden Hour reserves the right to report such conduct to:
• Hawaii Police Department
• Federal Trade Commission (FTC) at reportfraud.ftc.gov
• FBI Internet Crime Complaint Center (IC3) at ic3.gov
• Hawaii Attorney General's Office at hawaiiag.org
Golden Hour further reserves the right to pursue all available legal remedies including civil claims in Hawaii Small Claims Court and criminal complaints under applicable state and federal law, including 18 U.S.C. § 1344 (bank fraud).
8. REPAIRS
We stand behind the quality of our work and are happy to help if something needs attention after purchase.
Complimentary repairs — Within 30 days of delivery:
Simply contact us and we will arrange everything at no cost to you.
Reduced-rate repairs — Between 30 days and 6 months:
Return shipping to us is the customer's responsibility. We will cover shipping back to you.
Full-cost repairs — After 6 months:
All shipping costs in both directions are the customer's responsibility.
Please allow up to 15 business days for your repair to be completed once your item has been received. You will be notified by email when your repaired piece has been shipped back to you.
Repairs do not apply to damage caused by misuse, improper care, or modifications made by a third party. Items sent for repair must be in a condition that allows the repair to be safely performed.
To request a repair contact us at shalanepeltzman@icloud.com or through goldenhourhawaii.co/pages/contact before sending anything back.
This policy is binding upon placing an order with Golden Hour Hawaii. By completing your purchase you confirm that you have read, understood, and agree to these terms.