Refund policy
Exchange
At Cowtown Coastal, we want you to truly love your pieces. If you have any questions or concerns, please don’t hesitate to reach out, we’re always happy to help.
For all exchange inquiries, please email us at cowtowncoastal@gmail.com so we can best assist you.
Custom Orders
All charm necklaces created using our Charm Builder, including those created online or at live/in-person events, are FINAL SALE and are not eligible for return or exchange.
Each piece is custom-made and thoughtfully assembled, making it uniquely yours.
Non-Custom Orders
All non-custom pieces are eligible for exchange only within 5 days of receiving your order or purchase at a live/in-person event.
To be eligible for an exchange:
- Items must be unworn, unused, and in their original condition
- Items must be returned in original packaging
To begin an exchange, please email cowtowncoastal@gmail.com with your order number and reason for your exchange.
Exchange Shipping & Responsibility
For all exchanges, customers are responsible for the cost of returning the original item, including packaging and shipping labels, whether the purchase was made online or at a live/in-person event.
Customers are also responsible for the cost of shipping the new exchanged item back to them.
Please note that Cowtown Coastal is not responsible for items lost, damaged, or delayed in transit during the return process. We kindly recommend using a trackable shipping method to ensure safe delivery. If the original item is not received by us, the exchange will not be processed.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery or purchase (for live/in-person events) with your order number and a photo of the item so we can make it right.
Repairs & Care
At Cowtown Coastal, each piece is thoughtfully designed and assembled with high-quality materials. While our jewelry is made to be durable, it should still be handled with care.
We are happy to assist with minor repairs on a case-by-case basis. Repair requests must be approved in advance by contacting us at cowtowncoastal@gmail.com with your order number, a brief description of the repair needed, and the reason for the request.
Customers are responsible for any shipping or delivery costs associated with repairs. For pieces purchased at live or in-person events, we may offer local repair options when available.
Please note that normal wear and tear, improper handling, or damage caused after purchase is not considered a defect. We kindly recommend reviewing the care instructions provided under each product to maintain the quality and longevity of your jewelry.
Cowtown Coastal reserves the right to determine whether a repair is eligible.
Additional Information
Cowtown Coastal reserves the right to deny any exchange that does not meet the above conditions.
Exchanges are subject to product availability.
We do not offer refunds at this time.