Cancellation policy
Last updated: August 14, 2026
Production starts as soon as an order is confirmed, so the window for cancelling is short. If you need to stop an order, tell us straight away.
How to cancel
Email us with your order number and the reason. The time your email reaches us is what determines whether cancellation is still possible.
A cancellation is only effective once we confirm it in writing. Until you have that confirmation from us, assume your order is still in production.
Before production begins
If we receive your request before cutting, sourcing or setting has started, we cancel the order and refund it in full.
Once production has begun
Once a stone has been sourced for your order or work has started on the piece, the order cannot be cancelled. The materials have been committed and the piece is being made for you specifically.
Orders that cannot be cancelled
- Custom and made-to-specification pieces, once production or sourcing has begun.
- Personalised or engraved pieces.
- Orders already dispatched.
Orders already dispatched
An order that has left us cannot be cancelled in transit. If it arrives faulty, damaged or incorrect, our refund policy covers it.
Refunds on cancellation
Approved cancellations are refunded to the original payment method. Processing takes 5 to 10 business days on our side; your bank may take longer to post it.
If we cancel
We may cancel an order where a piece cannot be made as described, where there has been a pricing error, or where we suspect fraud. If we cancel, you get a full refund and an explanation.
Your legal rights
Where consumer protection law in your jurisdiction gives you cancellation rights beyond this policy, those rights apply and take precedence.
Contact
Gold & Richie Client Care. Email care@goldandrichie.com or call +1 (672) 888-2546. Please include your order number.