Policies & FAQ's

Firefly Jewelers – Policies & FAQ

Cancellations, Returns & Refunds

Do you offer returns or refunds?

Because every Firefly Jewelers piece is made to order or fully custom-designed for each client, all sales are final. We do not offer returns, refunds, or exchanges.

Each ring and piece of jewelry is crafted specifically for you, and once we begin production, it cannot be repurposed or resold.

That said, your happiness matters deeply to us. If you have concerns with your order, please reach out so we can support you within the scope of our policies. Stock items can be returned within 7 business days in NEW and Unworn condition with the original packaging for store credit minus a 20% restocking fee.

Custom orders are non-refundable as we start custom orders right away after orders are placed. 

Can I cancel my order?

We begin work on your piece immediately once the order is placed. For that reason, cancellations are generally not possible.

However, if we have not yet started fabrication, cancellation may be possible.
For urgent questions or cancellations, please contact us right away at:

📞 434–218–2586
📧 FireflyJewelers@gmail.com

We will do our best to accommodate you where possible.

What if there is an issue or defect with my jewelry?

We carefully examine each piece of jewelry before it ships to ensure the highest quality and customer satisfaction. Defects are extremely rare, but if something appears wrong upon arrival, please notify us within 48 hours of delivery.

To help us assess the issue quickly, please include:

  • Your order number

  • Clear photos or video of the concern

  • A brief explanation of the issue

We will guide you through the next steps and take excellent care of you.

What if I ordered the wrong ring size?

It happens!
Please let us know the correct size as soon as possible so we can adjust the ring while it is being made. If the ring has already been completed, we can typically resize it afterward.

Resizing fees vary depending on the complexity of the design and the number of stones in the band. Please reach out to Leah for a personalized quote.

Note: Eternity bands, heavily engraved rings, or styles with delicate side stones may require alternative solutions.

Can you resize Firefly Exclusive rings?

Yes — most of our rings can be resized.
Some intricate designs may have limitations, and Leah will walk you through the best approach for your piece.

Note: Eternity bands, heavily engraved rings, or styles with delicate side stones may require alternative solutions.

Do you accept returns on custom jewelry?

All jewelry is final sale.
This includes designs created during our concierge appointments, virtual sessions, bespoke projects, all of our engagement rings and pieces incorporating your own gemstones or gold. Custom work is handcrafted specifically for you and cannot be returned or refunded.

What if I change my mind after approving the design?

After the design is approved (CAD, sketch, or design notes), production begins immediately.
Changes at that stage may incur additional fees or may not be possible depending on how far along the process is.

We’re always happy to discuss adjustments early in the design phase and make accommodations where we can!

What if my piece arrives damaged?

We examine each piece before it is shipped out, so this shouldn't happen. In the unlikely event of shipping damage, please contact us within 48 hours of delivery. We will coordinate repair or replacement as quickly as possible.

Do you offer repairs on Firefly jewelry?

Yes — we stand behind our craftsmanship.
Repairs due to manufacturing issues are covered for 60 days.
Repairs due to wear, impact, or accidental damage may incur a fee, which Leah can quote after assessing the piece.

We recommend that you insure your jewelry with Jewelers Mutual to make sure that all repairs or accidental losses are fully covered!

How do you handle heirloom stones or client-provided materials?

We love incorporating meaningful stones or gold into custom designs. Please note:

  • We cannot guarantee the structural integrity of stones we did not source.

  • Once stones are reset, polished, or altered, those changes are final.

  • No refunds are issued on projects involving client-provided materials.

We treat every heirloom with meticulous care and respect.

How can I contact Firefly Jewelers with questions?

For support, questions, or guidance:

📧 FireflyJewelers@gmail.com
📞 434–218–2586

Leah is always happy to help and ensure you feel confident and cared for throughout your Firefly experience.

A Note From Leah

Every piece we create is made with intention, artistry, and heart. Our policies allow us to maintain the highest level of craftsmanship and personalization while giving you a truly concierge experience from start to finish.

If you ever have questions or concerns, please reach out. Your joy and confidence in your jewelry matter deeply to us.

✨ You deserve to wear something you absolutely love.