Refund policy
Last updated: March 5, 2026
At Montealegre Atelier, each piece is crafted by hand using precious materials sourced ethically and as close to the source as possible. Because of the nature of our work, our refund policy reflects the care and time invested in every piece.
Made-to-Order and Custom Pieces
All made-to-order and custom jewelry is considered final sale. Once production has begun, we cannot accept returns, exchanges, or cancellations. This includes:
- Pieces made to your specifications (size, metal type, gemstone selection)
- Personalized or engraved items
- Limited edition or one-of-a-kind works
Why? Each piece is created specifically for you using precious metals and gemstones. Once we begin work, materials are cut, shaped, and set according to your order and cannot be reused or resold.
Order Cancellations
If you need to cancel an order, please contact us immediately at atelier@montealegreatelier.com.
- Before production begins: Full refund
- After production begins: No refund (materials and labor cannot be recovered)
Most pieces enter production within 1-3 business days of your order.
Ready-to-Ship Pieces
If you purchase a ready-to-ship piece (already completed and in stock), you may return it within 14 days of delivery for a refund, provided:
- The item is unworn and in its original condition
- All original packaging and documentation are included
- You contact us at atelier@montealegreatelier.com before returning
Return shipping is the customer's responsibility. We do not provide prepaid return labels.
Once we receive and inspect the returned item, we will issue a refund to your original payment method within 10 business days.
Damaged, Defective, or Incorrect Items
We inspect every piece before shipping. However, if your item arrives damaged, defective, or is not what you ordered, please contact us within 48 hours of delivery at atelier@montealegreatelier.com with photos.
We will:
- Repair or replace the item at no cost to you, OR
- Issue a full refund if repair/replacement is not possible
We cover return shipping for damaged, defective, or incorrect items.
Sizing Issues
If we made an error: We will resize the piece at no charge or offer a full refund.
If you ordered the wrong size: Made-to-order pieces cannot be returned, but we may be able to resize the piece for a fee (depending on the design and materials). Contact us at atelier@montealegreatelier.com to discuss options.
Please double-check your size before ordering. We are happy to provide sizing guidance before you purchase.
Exchanges
We do not offer direct exchanges. If you wish to exchange a ready-to-ship item, please return it following the process above, then place a new order.
Our Commitment to Global Consumer Protections
Montealegre Atelier is committed to ethical practices in every aspect of our work—from sourcing materials to honoring the rights of makers, buyers, and wearers.
We apply the protections of the most stringent consumer laws worldwide to all our customers, regardless of location. This includes the rights afforded under European Union and United Kingdom consumer protection regulations.
Under these laws, consumers have the right to return certain purchases within 14 days of delivery. However, custom-made and personalized goods are exempt from this right, as they are created specifically for the individual customer and cannot be resold.
All made-to-order and custom jewelry from Montealegre Atelier qualifies for this exemption. By placing an order, you acknowledge that your piece will be crafted specifically for you and that production begins immediately upon order confirmation.
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Questions?
If you have any questions about our refund policy or need assistance with an order, please contact us at atelier@montealegreatelier.com.
We are committed to ensuring you are delighted with your piece and will work with you to resolve any concerns.