Refund policy

Returns, Exchanges, Repairs & Shipping Responsibility

To read about our Shield Maiden Warranty, click here.

Returns & Exchanges
We accept returns and exchanges on unworn items. If you would like to request a return or exchange, please contact us within 7 days of delivery.

Please do not send any item back without contacting us first. The return address is not the same as the shipping address on your package, as we use a third-party shipping facility. Items sent to the shipping address on the package may not reach us and may not be recoverable.

To request a return or exchange, please contact us at: contact @ shieldmaidenjewelry.com (remove the spaces). We will provide the correct return address and instructions.

Return Conditions

To be eligible for a return:

  • Item must be unworn and in original condition
  • Item must be returned in original packaging
  • Proof of purchase is required
  • Custom items, sized items, permanent jewelry, and one-of-a-kind pieces are final sale
  • Original shipping costs are non-refundable

Return Shipping
Unless an item arrives damaged or there is a confirmed manufacturing defect, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked shipping service, as we are not responsible for items lost during return shipping.

Repairs & Manufacturing Issues
We stand behind our work and want you to be able to wear and enjoy your jewelry. If your piece has a problem due to a manufacturing defect, please contact us and we will work with you to repair or replace the item when appropriate.

The following are not considered manufacturing defects:

  • Normal wear and tear
  • Scratches, dents, or wear from daily use
  • Broken chains due to pulling or force
  • Damage caused by water, chemicals, or improper care
  • Modifications or repairs done by anyone other than us

Shipping Address Responsibility
Customers are responsible for ensuring the shipping address entered at checkout is correct. We ship to the address provided at checkout and are not responsible for orders shipped to an incorrect address provided by the customer.

If an order is returned to us due to an incorrect address, additional shipping fees will be required to resend the package.

Shipping Methods & Tracking
Some shipping options — particularly low-cost lettermail within Canada — do not include tracking or insurance. These options are offered to keep shipping costs affordable.

If you choose a shipping method without tracking, please understand that:

  • We cannot track the package
  • We cannot guarantee delivery
  • We cannot replace or refund items that are lost in the mail when an untracked shipping option is selected

Tracked shipping is available at checkout and is recommended for higher-value orders.

Customs, Duties & VAT (International Orders)
International orders may be subject to customs fees, import duties, VAT, or taxes depending on the destination country. These fees are determined by the destination country and are the responsibility of the buyer. Within the EU, VAT fees are charged at checkout to avoid any delivery delays, so no VAT fees are payable at delivery, you've prepaid them and we include paperwork on the package for that.

We are not responsible for:

  • Customs delays
  • Import duties or taxes
  • Packages held by customs

If a package is refused due to unpaid customs fees and returned to us, original shipping costs are non-refundable and reshipping costs will apply.

Agreement to Policies
By placing an order, you agree to our shop policies regarding shipping methods, returns, repairs, and customs responsibilities.