Returns, Exchanges & Warranty

We want you to feel confident choosing Carabella by Cheryl. From order changes and exchanges to warranty support, we're here to help if you have a question or concern about your purchase.

Cancellations & Order Changes

If you need to cancel or make a change to a recent order, please contact us within 12 hours of placing your order.

Many Carabella pieces are individually prepared for your order, and materials and preparation may be committed shortly after an order is received. For this reason, cancellations requested within the permitted cancellation period are subject to a 25% cancellation fee based on the merchandise value of the cancelled order, which will be deducted from the amount refunded to your original payment method.

Alternatively, you may choose to receive store credit for 100% of the order value, which can be used toward a future purchase from Carabella by Cheryl.

After the 12-hour cancellation period has passed, an order may already be in preparation and cannot be guaranteed to be changed or cancelled. Please contact us as soon as possible, and we will let you know whether a change can still be accommodated.

Returns & Exchanges

Because many Carabella pieces are individually prepared for your order and created in limited quantities, we do not offer refunds.

If you are not completely satisfied with your purchase, please contact us within 7 days of receiving your order. Eligible items may be exchanged for another item or returned for store credit.

Please do not return an item without contacting us first. Returns sent without prior authorization may not be accepted or processed.

To qualify for an exchange or store credit, an item must be:

  • Unworn and in new condition

  • Returned in its original packaging

  • Accompanied by proof of purchase

  • Returned in accordance with the instructions provided by Carabella by Cheryl

Sale items and custom or personalized pieces are final sale and are not eligible for exchange or store credit.

Damaged, Defective or Incorrect Items

Every Carabella piece is carefully inspected before shipping. If your jewellery arrives damaged, you believe it has a defect, or you receive an incorrect item, please contact us within 7 days of delivery.

Please include your order information and photographs of the item when contacting us so we can review the issue and assist you as efficiently as possible.

Where an item is confirmed to be defective, damaged upon arrival, or incorrect, Carabella by Cheryl will work with you to arrange an appropriate resolution, which may include repair or replacement. Carabella by Cheryl will cover reasonable return and replacement shipping costs for confirmed defects, damage upon arrival, or incorrect items.

Return Shipping

Original shipping and handling charges are non-refundable for exchanges or store credits that are not related to a confirmed defect, damage upon arrival, or an incorrect item.

For approved exchanges or store credits based on customer preference, the purchaser is responsible for return shipping and any associated fees.

If an exchanged item is being shipped back to you, the purchaser is also responsible for the applicable shipping charges for the replacement item.

Packages sent to Carabella by Cheryl requiring COD or other charges upon receipt will not be accepted, or the applicable charges may be deducted from any store credit issued.

An approved store credit or exchange will be processed once the returned item has been received and its condition has been reviewed.

Returned or Unclaimed Packages

A refund will not be issued when a package is returned because:

  • The shipping address provided with the order was incomplete or incorrect

  • The package was not claimed following attempted delivery

Once the package has been returned to Carabella by Cheryl, we can arrange to resend it after confirming the correct shipping address. The purchaser is responsible for any applicable reshipping and handling charges before the order is sent again.

One-Year Warranty

Carabella by Cheryl jewellery is covered by a one-year warranty from the original date of purchase against defects in materials or workmanship.

If you believe your jewellery has developed a covered defect during the warranty period, please contact us. We will review the issue and work with you to determine an appropriate resolution, which may include repair or replacement where applicable.

The warranty does not cover:

  • Normal wear and tear

  • Scratches, surface wear, tarnishing, or other cosmetic changes resulting from normal use

  • Accidental damage

  • Water or moisture damage

  • Damage resulting from improper use, cleaning, care, or storage

  • Lost or stolen jewellery

  • Damage caused by alterations, repairs, or modifications performed by anyone other than Carabella by Cheryl

Warranty coverage applies to defects in materials or workmanship and does not cover damage resulting from use or circumstances outside the original construction of the piece.

Jewellery Care

Proper care can help preserve the beauty and longevity of your jewellery. Please follow the material-specific recommendations in our Jewellery Care Guide.

Failure to follow appropriate care instructions may result in damage that is not covered under the warranty.

Need Assistance?

IIf you have a question about an order change, exchange, damaged or incorrect item, warranty claim, or the eligibility of your jewellery, please contact us before returning anything.

We're happy to help you determine the appropriate next step.