Refund policy

Return, Refund & Exchange Policy

Effective Date: November 1, 2026

Last Updated: November 1, 2026

Fernlume is a retail brand operated by EverGift Jewelry LLC. This Return, Refund & Exchange Policy explains how returns, refunds, cancellations, and exchange requests are handled for purchases made through fernlume.com. Please read it before placing an order.

Quick Reference

  • Return Window: Start a return request within 14 calendar days after delivery.
  • Eligible Condition: Items must be unworn, unwashed, unaltered, and returned in the same condition in which they were received.
  • Return Shipping: Customers pay return shipping for change-of-mind or fit returns. We provide a prepaid label for confirmed errors, transit damage, or material listing discrepancies.
  • Refund Timing: Approved refunds are processed within 7 business days after we receive and approve the eligible return. Your payment provider may need additional time to post the credit.
  • Exchanges: Direct exchanges are not offered; eligible returns may be followed by a new order, subject to availability.
  • Return Address: 72 Penn Ave, Exeter, PA 18643, United States. Do not send a return before receiving authorization and instructions from us.

1. Return Window

You may request a return within 14 calendar days after your order is marked delivered by the carrier. To begin, contact us with your order number, the item you wish to return, and the reason for the request.

A return request made within the 14-day period does not automatically mean that a refund is approved. The item must also meet the eligibility requirements in this policy and be returned according to the instructions we provide.

2. Eligible Returns

We accept eligible returns for the following reasons:

  • You received an item different from the item confirmed in your order.
  • The item has a material condition issue, defect, or measurement discrepancy that was not disclosed in the product description or shown in the listing photographs.
  • The item was damaged in transit and the issue is reported as described in Section 8.
  • You changed your mind or the item does not fit, provided it is returned in eligible condition within the return window.

Product photographs, materials, dimensions, and condition details should be reviewed before purchase. Minor visual variation caused by screen settings, lighting, or normal characteristics of the materials is not a defect when the item is accurately described and photographed in the listing.

3. Return Conditions

To be eligible, a returned item must meet all of the following conditions when it reaches us:

  • It is unworn, unwashed, unaltered, and free of stains, odors, makeup, deodorant, smoke, pet hair, or other signs of use beyond reasonable inspection.
  • It includes any tags, packaging, accessories, documentation, or components supplied with the item, where applicable.
  • It is accompanied by proof of purchase, such as the order confirmation, packing slip, or receipt.
  • It was authorized by our support team before it was shipped back.
  • It is sent using the return method and timeframe stated in our return instructions.

4. Non-Returnable Items

The following items are not eligible for return or refund except where an item arrived incorrect, damaged, or materially misdescribed, or where applicable law requires otherwise:

  • Items clearly identified as Final Sale before checkout.
  • Items that have been worn, washed, altered, soiled, damaged after delivery, or otherwise no longer meet the return conditions.
  • Items returned outside the 14-day request window.
  • Items sent back without authorization or to an address other than the one provided in our return instructions.
  • Any product expressly identified on its product page as non-returnable for hygiene, health, or other legally permitted reasons.

5. How to Start a Return

  1. Contact us: Email support@fernlume.com or call +1 (862) 213-7038 within 14 calendar days after delivery. Include your order number, the item, and the reason for your request.
  2. Provide details when needed: For an incorrect, damaged, or materially misdescribed item, send clear photographs of the item and, where relevant, the shipping packaging.
  3. Wait for authorization: We will review the request and send return instructions. Do not return an item until you receive them.
  4. Pack and send the item: Follow the provided instructions and package the item securely. For customer-paid returns, we recommend a trackable shipping method and keeping your proof of shipment.

Unless our instructions state otherwise, authorized returns must be sent to:

Fernlume
EverGift Jewelry LLC
72 Penn Ave
Exeter, PA 18643
United States

6. Return Shipping Costs

Customer-initiated returns: If you return an eligible item because of fit, preference, or a change of mind, you are responsible for the return shipping cost. Original shipping charges are not refundable for these returns.

Our error or transit damage: If we confirm that we sent the wrong item, materially misdescribed an item, or that an item was damaged in transit, we will provide a prepaid return shipping label or another reasonable return arrangement at no cost to you. If a return is not required, we will tell you in writing.

We do not charge a restocking fee for an eligible return. We are not responsible for customer-paid returns that are lost or damaged in transit before they reach us.

7. Refunds

After an authorized return arrives, we will inspect it to confirm eligibility. If approved, we will issue the refund to the original payment method within 7 business days after receipt and approval.

Your bank, card issuer, digital wallet, or other payment provider may require additional time to post the credit to your account. That timing is controlled by the provider.

If a return does not meet this policy, we will notify you by email. Where permitted by law, we may send the item back to you at your expense or offer another reasonable resolution. We will not issue a refund for an ineligible return.

8. Damaged Items and Delivery Problems

If your package or item arrives damaged, please preserve the item and all packaging, take clear photographs, and contact us within 48 hours after delivery. Include your order number, tracking number, photographs of the item, and photographs of the outer and inner packaging.

For confirmed transit damage, we will provide a prepaid return label when a return is needed and will offer a replacement if available or a refund to the original payment method.

9. Cancellations

If you need to cancel an order, contact us as soon as possible. We will cancel and refund an order when the request is received before the order has been shipped and cancellation remains operationally possible. Once an order has shipped, it cannot be cancelled; you may request a return after delivery under this policy.

10. Exchanges

We do not offer direct exchanges. If you would like a different item, you may return an eligible item under this policy and place a new order for the item you prefer, subject to availability.

11. Contact and Business Information

12. Related Policies and Updates

Please also review our Shipping Policy, Payment Policy, Privacy Policy, and Terms of Service. This policy governs return and refund matters if it conflicts with a general statement elsewhere on the Site.

We may update this policy to reflect operational, legal, or customer-service changes. Updates will be posted on this page with a revised Last Updated date.