Returns & Refunds

StillSparkly is a marketplace for pre-owned, vintage, and handmade jewelry, so this isn't a department-store return policy. It's Buyer Protection: if a piece shows up and it's not what the listing said, you can open a case and we'll review it. It applies to orders placed and paid for on StillSparkly. Here's how it works.

The return window

You have 3 days from delivery to open a return. After that window closes, the sale is final and the seller's earnings can be released. (If a package never arrives and there's no delivery date on your order, you can open a case without waiting for one.)

What's covered

You can open a return when an item is significantly not as described: counterfeit, mislabeled, damaged on arrival, or never delivered.

What isn't covered is buyer's remorse, a change of mind, sizing you could have checked before buying, or normal wear that was disclosed in the listing. For pre-loved pieces, small signs of life that match the photos and condition notes are part of the deal.

Lost, stolen, or damaged in transit

Labels bought through StillSparkly include Total Shipping Protection from XCover, which covers loss, theft, and damage that happen on the way to you, subject to its terms (orders over $250 ship signature-required so the protection stays valid). If a package goes missing, gets stolen, or arrives damaged, open a case from your order page (or email us) and we'll take it from there. There's nothing to ship back for a package that never made it. If the damage is on the package, keep the packaging and take photos, since they can be needed.

How to start a return

Open a case from your order page within 3 days of delivery. The seller gets to share their side (their photos, the original listing, any messages between you), and then our team reviews both and makes the call, usually within 2 business days. You'll always get the decision in writing with the reasoning behind it. Our decision is final for purposes of StillSparkly's Buyer Protection, and it doesn't affect your other rights, like disputing a charge with your card issuer. We don't favor sellers just because they pay us commission.

Who pays return shipping

If we approve the return, you ship the item back. You can use our prepaid label (the cost comes out of your refund, unless we decide the seller was at fault) or ship it back yourself with a tracking number, whichever you prefer.

Your refund

Once your return is on its way back with tracking, we refund what you paid for the item, shipping, and tax to your original payment method (less the return label cost if you used our prepaid label and the seller wasn't at fault). Your bank may take several more days to show it. There's no restocking fee. If a package goes missing in transit or was never delivered, there's nothing to ship back, and we refund you once the case is approved.

Questions

Email us at support@stillsparkly.com. We're real people and we actually reply. You can also find more detail in our FAQ.