Refund policy
Returns, refunds and cancellations
Updated October 13, 2026. This policy applies to DOTO custom jewelry orders. Nothing in this policy limits rights or remedies that cannot legally be excluded.
Contact us first
For cancellations, returns, refunds or a problem with an order, use our Contact form. Include your order number, the email address used at checkout and a description of the issue. If photos or video are needed, we will follow up using the email address you provide. Do not include passwords or full payment-card details.
Please keep the item and packaging while we review the issue. Before sending anything back, contact us so we can confirm whether a return is needed and provide the correct return address and instructions. Do not use an address from a shipping label unless we confirm it for your return. This contact process does not prevent you from using a lawful payment-provider dispute or complaint process.
Cancelling a custom order
A custom order may be cancelled for a full refund before the earlier of (a) 24 hours after payment or (b) the time we begin sourcing special materials or production for that order. Submit your request through the Contact form; the time your request is received determines whether it is within the cancellation window. We use payment and order records to check the timing.
After that window, cancellation or return solely because of a change of mind is not guaranteed. This does not affect remedies for defects, shipping damage, incorrect items, a material difference from the description or approved design, or non-delivery.
Design changes
Review the selected materials, arrangement, size and design details before production. Changes requested after approval may affect price, material availability and timing. We will explain additional costs or delays and obtain your approval before making a material change. Materials removed from a design are not automatically charged to you.
Problems with an item or delivery
We review the order, approved design and available product and shipping evidence. Depending on the issue and applicable law, we may provide a free repair or remake, replacement parts or an item replacement, a reasonable partial refund if you agree, or a full refund or remake for a serious issue that cannot reasonably be corrected or delivered.
If a defect, incorrect item, material design error or shipping problem is our responsibility, we cover the reasonable costs needed for the remedy, including required return shipping. We will confirm return arrangements before you incur that cost. Carrier investigations or compensation claims do not replace our responsibility to you. Incorrect customer-provided information or an address may affect available options, subject to applicable law.
For visible shipping damage, please contact us within 7 calendar days of delivery where reasonably possible and keep the packaging. This helps preserve evidence for a carrier claim; it is not a deadline that removes non-waivable rights.
Natural materials and design previews
Natural materials may have minor differences in color, transparency, texture, inclusions and pattern. Studio images and design previews show the design and overall appearance; they are not photographs of each finished item or material batch. Disclosed or reasonably expected minor variation is not automatically a defect. This does not excuse a material difference in the selected material, description or approved design.
Review and refunds
We aim to acknowledge requests within 2 business days and complete an initial review within 3 business days after receiving the information reasonably needed. Weekends, public holidays and carrier or payment-provider investigations may affect the review time. We will communicate when further review is needed.
Approved refunds are issued to the original payment method unless law or the payment provider requires otherwise. We aim to submit an approved refund within 5 business days of the decision and notify you when it is submitted. The payment provider or bank controls the remaining processing time, commonly a further 5-10 business days. If it has not arrived within 10 business days of our submission notice, contact us with your order number.
For any return or refund question, use the Contact form.