Buyer protection
Buying jewelry from someone you've never met should feel safe. Here's how Buyer Protection works on StillSparkly, in plain terms.
Covered if it's not what the listing said
Buyer Protection covers orders placed and paid for on StillSparkly. If an item arrives significantly not as described (including counterfeit or misrepresented materials), damaged, or never shows up, open a case within 3 days of delivery. If we approve it, we refund what you paid for the item and shipping.
How we help keep buying safe
US sellers who get paid through Stripe
Sellers here are based in the United States. Before anyone can be paid, Stripe collects their identity details (legal name, date of birth, address, and tax ID) and a US bank account. StillSparkly doesn't verify sellers or vouch for their items ourselves, but the person who listed that piece is identifiable to Stripe and is responsible for what they sold you under our Terms.
Sellers aren't paid right away
Checkout runs on Stripe, so your card details go straight to them and StillSparkly never sees or stores them. The seller's earnings are held until your order has been delivered and the 3-day window to open a case has closed (or, if delivery never gets confirmed, until 14 days after it ships). That hold is what keeps a refund simple if something's wrong.
Shipping protection on our labels
Labels bought through StillSparkly include Total Shipping Protection from XCover (Cover Genius) against loss, theft, and damage in transit, subject to its terms. Orders over $250 ship signature-required so the protection stays valid. If a package is lost, stolen, or damaged, open a case and we'll take it from there. More in our shipping details.
Sellers describe their own pieces
Sellers agree to our Terms when they sign up and list, including that they own or have the right to sell what they list, that it isn't stolen or counterfeit, and that their photos and description are accurate. Listings need photos and an accurate condition note. We're not a lab, and we don't inspect, test, or authenticate items, so it's worth asking questions before you buy (use our contact page or email support@stillsparkly.com). If a piece turns out to be counterfeit or significantly not as described, open a case and we'll review it.
If something's wrong
Open a case from your order page within 3 days of delivery. The seller gets to share their side, our team reviews both, and you'll get the decision in writing with the reasoning behind it. If it's approved, you ship the item back and we refund what you paid for the item, shipping, and tax to your original payment method (if you use our prepaid return label, its cost comes out of the refund, unless we decide the seller was at fault). For a package that never arrived, there's nothing to return. Our decision on a case is final for purposes of StillSparkly's Buyer Protection, and it doesn't affect your other rights, including disputing a charge with your card issuer. We don't favor sellers just because they pay us commission.
Protection for sellers
The same setup protects the person selling. Every order is paid on stillsparkly.com through Stripe, so there is no off-platform payment to chase and no chargeback surprise from a deal made in DMs. Every order ships on a prepaid USPS label with tracking, and the buyer gets the tracking number automatically, so delivery is on record. If a buyer opens a case, you see it and get to respond before anyone decides anything; we read both sides and put the reasoning in writing. Buyers cover return shipping unless we find the item wasn't as described, and a change of heart or a size the buyer could have checked is not grounds for a return. Your earnings are released 3 days after delivery once the case window closes.
What's not covered
A change of heart, sizing you could have checked before buying, normal wear that was disclosed in the listing, or an order paid for outside StillSparkly. For pre-loved pieces, small signs of life that match the photos and condition notes are part of the deal.
That's the idea: buy something you love, and know what happens if it isn't what the listing said. Browse jewelry, or read the full returns & refunds policy for the fine print.