You can contact our Customer Service team two ways; either by filling out the contact form found in the footer or by emailing us at email@example.com. One of our customer service reps will get back to you ASAP!
We strive to do our best, however, if you ﬁnd we've made a mistake on your order, please get in touch with us as soon as possible (within no more than 15 days of receiving your product) and we'll quickly work to resolve the issue.
After contact us the Buck Palmer support agent will assess the issue and grant a Return Merchandise Authorization (RMA) for you to print and include with your return. If we have made a mistake on our order we will also issue you a complimentary electronic return label to ship your order.
- All other returns: Support Agent will send you a Merchandise Return Authorization. However, the customer is responsible for all shipping costs.
- All pieces must be returned in its original box. complete with all original items and packing materials. This is essential to the exchange.
- All pieces must be returned within 10 days of contacting our support team.
After we have received the physical item, please allow up to 21 days for us to process your exchange, remake any hand-ﬁnished piece and then to ship it back out to you.
* Replacement products will not be crafted and/or shipped until we have received the original items, in their original box with any accompanying merchandise.
Items returned without a Return Authorization cannot be accepted at our facility.
All returns & exchanges, unless for a damaged or defective product, are to be paid for by the customer. Due to the nature of Sterling Silver, the product warranty that covers free exchanges for broken jewelry can only be granted up to 6 months after the date of delivery. All orders outside of this date range are assessed on a case by case basis.
REFUNDS AND CANCELATIONS
You may return most new, undamaged and unused items within 15 days of delivery for a full credit. We'll also pay the cost of return shipping if you’re sending it back as a result of our error (you received an incorrect or defective item, etc.).
Any product received as part of a promotion is non-refundable. All products purchased during a promotion are eligible for an exchange of a similar priced item. Products received as part of a giveaway or a BOGO promotion are tied to the products they were ordered with, this means any exchanges must include all items received as part of the same promotion. All exchanges are handled on a case by case basis.
Returning products that were purchased before a promotional period with the intent to purchase the same products at a discount is not allowed. In order to combat this, returns & exchanges requested during our promotional period will not be granted until after the promotion has ended. In the event that a customer requests a refund and has 2 orders with the same products, the lesser value order will be refunded.
Please allow three to four weeks after the giving your package to the shipping handler for your refund to be processed. However, in many cases your refund will be processed more quickly. This time period includes approximately 5-10 days of transit time for us to receive your return item, about 3-5 business days for us to process your return once it has been received and the time it takes your bank to process our refund request, usually about 5 to 10 business days.
If after we attempt to resolve the issue, you are still unsatisﬁed with your product, we will happily review your situation, accept returns and issue a refund (on a case-by-case basis). All refunds and return requests must be received within 7 days of the original delivery date. Unless its an error made on our end, all returns and refunds are subjected to a 30% restocking fee.
CANCELLATIONS AND ADJUSTMENTS
Please note that some of Buck Palmer‘s merchandise is unique and made-to-order. However you may contact us and cancel or edit your order up to 24 hours after it was placed. This excludes any and all rush orders.
TO EDIT AN ORDER: Contact a Buck Palmer support agent and they will record the changes for you and send a conﬁrmation email once the order has been adjusted.
TO CANCEL AN ORDER: Contact a Buck Palmer support agent and they will help you to initiate a refund through and cancel the order for you. You will be notiﬁed when the refund has been processed. Cancellations past the 24 hour window are subject to a 30% restocking fee.
WHERE DO I SEND AN EXCHANGE?
If you would like an exchange or return an item please contact our Customer Service team using the contact form or email us anytime at firstname.lastname@example.org.
After speaking to a member of our team, exchanges may be sent to:
131 N Orlando Ave
Los Angeles. CA 90048