Return & Refund Policy
Returns & Refunds
We want returns to be simple and straightforward. Below you'll find everything you need to know about returns, refunds, exchanges, and our One-Year Jewelry Guarantee.
Return Window
Eligible items may be returned within 60 days of delivery. Return requests must be submitted within this 60-day window.
After 60 days, we are unfortunately unable to accept a return or issue a refund or store credit.
Start a Return
The easiest way to request a return is through your House of Joppa customer account.
- Sign in using the email address associated with your order.
- Select the order containing the item you would like to return.
- Choose the item and reason for your return.
- Submit your request for review.
If you checked out as a guest or need assistance, email orders@houseofjoppa.com with your order number and the item you would like to return.
Please do not mail an item back before your return has been approved. Returns sent without prior authorization may not be eligible for a refund or store credit.
Return Eligibility
To be eligible for a return, an item must be:
- Unused, unworn, and in the same condition in which it was received
- Returned with its original packaging, tags, and accessories, when applicable
- Accompanied by proof of purchase from House of Joppa
The following items are not eligible for return:
- Gift cards
- Items specifically marked Sale
- Items that have been used, worn, altered, damaged after delivery, or returned without their original packaging
- Items for which a return was requested more than 60 days after delivery
House of Joppa reserves the right to decline a return or issue a partial refund when an item is returned in a condition different from how it was received.
Return Shipping
Once your return is approved, we will email you return instructions and a prepaid shipping label.
A flat $6.95 return shipping fee will be deducted from your refund or store credit. This fee does not apply when the return is required because we sent an incorrect item or the item arrived damaged or defective.
Please package the item securely and include your order number inside the package. We strongly recommend using the return label we provide so the shipment can be tracked and properly connected with your return request.
Original shipping charges are non-refundable unless the return is the result of an error by House of Joppa.
Refunds & Store Credit
Once your return has been received and inspected, we will notify you of its approval status.
Approved returns may be issued as either:
- A refund to the original payment method; or
- House of Joppa store credit
Please indicate your preference when requesting your return. If no preference is provided, the refund will generally be issued to the original payment method.
Refunds are typically processed within a few business days after the return is received and approved. Your bank or card provider may require additional time to post the refund to your account.
Store credit will be associated with the email address used for your House of Joppa customer account and may be applied toward a future purchase.
Exchanges
We do not process direct exchanges. Instead, you may return the original item and place a separate order for the item you would prefer.
Because some of our products are available in limited quantities, we recommend placing the new order promptly if you are concerned that the replacement item may sell out.
Damaged, Defective, or Incorrect Items
Please do not submit a standard return request if your item arrived damaged or defective, or if you received the wrong item.
Instead, email orders@houseofjoppa.com with:
- Your order number
- A brief description of the problem
- Clear photographs of the item and, when relevant, its packaging
Please contact us as soon as possible after delivery. We will review the issue and make it right. In many cases, we may not need the damaged or defective item returned.
One-Year Jewelry Guarantee
We believe your jewelry should be made to last, and we stand behind it. All House of Joppa jewelry is covered by our One-Year Jewelry Guarantee from the date of purchase.
If your jewelry doesn't hold up as it should with normal wear during the first year, we'll make it right. This includes issues such as premature tarnishing or discoloration, significant fading or wear to plating, stones or decorative elements coming loose or falling out, broken clasps or chains, and other material or workmanship issues that shouldn't reasonably occur within the first year.
Our guarantee does not cover lost items, accidental damage, misuse, or damage caused by improper care.
If you experience an issue with your jewelry, please email orders@houseofjoppa.com with your order number and a few photos of the piece. We'll review the issue and work with you on an appropriate solution, which may include a replacement or another resolution depending on the circumstances and product availability.
Gift Returns
Eligible gifts may be returned within 60 days of delivery. When an item was designated as a gift, the recipient will generally receive store credit rather than a refund to the original payment method.
To request a gift return, email orders@houseofjoppa.com with the purchaser's name, order number if available, and the item being returned.
Frequently Asked Questions
Can I return only part of my order?
Yes. You may request a return for one or more eligible items without returning the entire order.
Can I use my own shipping label?
We strongly recommend using the prepaid label we provide. This allows us to track the package and connect it with your approved return. House of Joppa is not responsible for returns shipped independently that are lost, misdirected, or delivered without identifying information.
When will I receive my refund or store credit?
Approved refunds and store credits are generally processed within a few business days after the return is delivered and inspected.
What should I do if my refund has not appeared?
After receiving confirmation that your refund was processed, please allow additional time for your bank or card provider to post it. If it still has not appeared, email us and we will gladly look into it.
What if I lose my return label?
Email us at orders@houseofjoppa.com, and we will resend it.
Still need help?
Visit our Contact Us page and include your order number whenever possible. We'll be happy to help.
