Last updated

28 June 2026

How returns work at Guild 79

Every Guild 79 piece is made to order, by hand, after you order it. We hold no pre-made inventory. Because each piece is produced for a single owner, all sales are final: we do not accept returns or exchanges for change of mind.

This is disclosed on the product page and again at checkout, clearly and before payment.

We are a small house, and we read every message ourselves. If anything is wrong with your order, write to us first at orders@guild79.com. Even when a piece is simply not what you hoped for, tell us. We read and answer everything ourselves, and any help we can offer stays within this policy.

This does not affect the protections below, which we honour everywhere and never disclaim.

If a piece arrives damaged, defective, or not as described

If any piece arrives damaged, defective, or materially not as described, we will repair it, replace it, or refund it. This protection is universal, applies to every piece including personalised and custom-sized work, and is offered at no cost to you. Nothing in this policy limits it.

If the parcel or piece arrives damaged, tell us within 48 hours of delivery at orders@guild79.com with your order number and clear photographs of the outer packaging, the piece, and the courier waybill, so the courier insurance claim can be filed. For a defect or a not-as-described issue you notice later, write to us when you notice it; the one-year limited warranty and your statutory rights apply and are not time-limited by this paragraph. We confirm receipt within one business day and respond with next steps.

Please do not return a piece before contacting us. The courier evidence chain matters for the insurance claim, and unauthorised returns may be refused at the door or delayed in handling.

Made to order, therefore final sale

Because production begins specifically for your order, a piece cannot be returned or exchanged simply because you have changed your mind.

United States. The final-sale nature of every order is disclosed clearly on the product page and at checkout, before payment is taken.

Australia. We do not offer refunds for change of mind. Nothing in this policy excludes, restricts or modifies the consumer guarantees under the Australian Consumer Law. If a piece is faulty, not of acceptable quality, or not as described, your rights under those guarantees apply in full and are in addition to the universal damaged-or-defective protection above.

New Zealand. We do not offer refunds for change of mind. Nothing in this policy excludes, restricts or modifies the consumer guarantees under the New Zealand Consumer Guarantees Act. If a piece is faulty, not of acceptable quality, or not as described, your rights under those guarantees apply in full and are in addition to the universal damaged-or-defective protection above.

Turkey. Turkish consumers have a statutory 14-day right of withdrawal (cayma hakkı) under Consumer Protection Law No. 6502. How it applies depends on what you ordered:

• Made-to-order, personalised, or custom-sized pieces are produced to your specification and are exempt from the right of withdrawal. They are final sale.
• A genuinely standard, ready-made size chosen from a published list (with no inscription, custom measurement, or other personalisation) keeps the statutory 14-day right of withdrawal. Where that right applies and you exercise it, we arrange the insured return with you through a courier we designate, at no return-shipping cost to you.

Earrings

For hygiene and safety reasons, earrings ship in a clear, tamper-evident sealed pouch. You can verify the size, weight, and finish through the pouch using the dimensions and scale-reference image on the product page. Earrings are made to order and final sale; the sealed pouch is a hygiene measure and does not create a return right. The universal protection for pieces that arrive damaged, defective, or not as described still applies.

Damage in transit

If your piece arrives damaged, contact us within 48 hours of delivery at orders@guild79.com with photographs of the damaged packaging, the piece, and the courier waybill. We file the courier insurance claim on your behalf and either remake or refund the piece, at your choice.

Do not return a damaged piece without contacting us first. The courier evidence chain matters for the insurance claim.

Sizing: your responsibility

Sizing of rings, necklaces, bracelets, and anything with measurement-dependent fit is the customer's responsibility. Each product page provides:

• Full dimensions: diameter, length, width, and nominal weight, in millimetres and grams. Because each piece is finished by hand, a finished piece may vary slightly from these; the stated karat is exact, and the price is for the finished piece, not calculated by weight
• Scale reference: a real-world size comparison listed with the dimensions on the product page
• Sizing guidance: available on request at orders@guild79.com

Because every piece is made to order, an incorrect size you supplied is not grounds for a refund. Instead, we offer a lifetime resizing service:

• Minor resize (within tolerance, no added or removed material): free of charge, you cover transport
• Resize requiring added gold: at material cost plus time, quoted within 3 business days, work proceeds only after you confirm

See our Care & Repair page for full lifetime service detail, or contact care@guild79.com.

Order cancellation

Any order may be cancelled within 24 hours of the time on your order confirmation email. Production does not begin inside that window. Email orders@guild79.com with your order number; the time you send the email is what counts. Valid cancellations are refunded to the original payment method within 5 business days. Once the window closes and production begins, an order cannot be cancelled, as the piece is being made specifically for you.

Chargebacks

We ask that you contact us before initiating a chargeback. Most concerns are resolved within two to three business days when raised directly. Should a chargeback be filed, we may submit delivery confirmation, photographic inspection records, the provenance certificate record, and order communication to the payment processor as evidence of fulfilment.

Identity verification on flagged orders

We may, at our discretion, request photo ID and the last four digits of the payment card before processing orders above USD 3,000. This is part of our anti-fraud and customer-verification checks, applied voluntarily in line with good practice for the precious-metals sector. Identity images are deleted once verification is complete; the fact and outcome of the check are kept as a fraud-prevention record for the period stated in our Privacy Policy.

Your statutory rights

Nothing in this policy waives non-waivable consumer rights granted by the law that applies to you. Where this policy and a non-waivable right conflict, the law prevails, and your statutory rights apply in addition to anything stated above.

Contact

orders@guild79.com

Guild 79 LLC
30 N Gould St, Ste N, Sheridan, WY 82801, USA