Refund policy
Returns & Exchanges Policy
Online Purchases (ashleighbranstetter.com)
For a full refund on a piece purchased on ashleighbranstetter.com, submit a return request within 24 hours of receipt. Requests made after 24 hours qualify for exchange or store credit only, and must be made within 7 days of receipt.
To be eligible, your item must be in the same condition in which you received it — unworn and unused, with all tags, and in its original packaging, jewelry box and pouch. All returns and exchanges undergo a quality control inspection, and the original packaging must remain intact. We reserve the right to decline a return or exchange if the item arrives damaged or unsaleable. Exchanges and purchases made with store credit are final sale.
In-Person Purchases & Events
For pieces purchased at the Ashleigh Branstetter Studio, pop-up events, or arts festivals, we offer a 7-day window for store credit only. Contact us to arrange a return shipment.
Made-to-Order, Custom and Special Orders — Final Sale
Made-to-order, custom and special order pieces are non-returnable and non-exchangeable. Each one is hand-fabricated in Ashleigh's New Orleans studio after your order is placed, with stones sourced individually for your piece, so it cannot be resold.
These orders are secured with full payment or a 50% non-refundable deposit, with the balance due before shipping. Once a piece has been put into production it cannot be cancelled. Production takes up to 8 weeks; many pieces are finished sooner, and we will tell you what is possible for your date before you order. We will always confirm the stone, the specification and the final price with you in writing before any work begins.
Important Notes
All international orders are final sale. If you receive a damaged or incorrect item, email us within 24 hours of receipt.
How to Initiate a Return
Email hello@ashleighbranstetter.com with the subject “RETURN – [Order Number].” We’ll provide a prepaid shipping label and assist with pickup arrangements. Items sent back without first requesting a return cannot be accepted. Please ship the piece fully insured for the purchase amount, with all original packaging, jewelry box and pouch. Once inspected, you’ll receive a full refund to your original payment method, minus return shipping fees.
How to Initiate an Exchange
Email hello@ashleighbranstetter.com with the subject “EXCHANGE – [Order Number].” We’re happy to help with your exchange or issue store credit. We’ll provide a prepaid shipping label and assist with pickup.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Damage, Breakage and Wear
Our warranty covers defects in manufacture for 90 days from delivery. It does not cover breakage, chipping, cracking, loss of a stone, or damage arising from impact, dropping, abrasion, chemical or cosmetic exposure, extreme temperature, improper storage, alteration by another jeweler, or ordinary wear over time. Natural gemstones vary enormously in hardness and toughness — a pearl, a turquoise or an opal can be damaged by a single knock that a diamond would shrug off, and any stone that meets a tile floor or a countertop may break however carefully it was set. Damage of this kind is not a manufacturing defect.
Please see Care, Warranty & Repair for how to look after each type of stone. Whatever the cause, and however long you have owned a piece, write to me — almost anything can be repaired or restored, and I will quote you the full cost before any work begins.
Exceptions / Non-Returnable Items
We cannot accept returns on made-to-order pieces, custom products, products altered to a customer’s specifications, special orders, sale items, or gift cards. Please get in touch if you have any question about your specific piece — we would always rather talk it through before you order.
Purchases from Retailers
If you bought from an authorized retailer, please contact them directly — we can only assist with orders placed on ashleighbranstetter.com.
Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, you’ll be refunded automatically to your original payment method. Please allow time for your bank or credit card company to process and post the refund.
Please note: we track return request frequency and reserve the right to decline future returns for accounts with excessive activity.
Our team is here for any questions. Reach us Monday – Friday, 9 AM – 5 PM CST at +1 (504) 598-6272, or email hello@ashleighbranstetter.com.