Refund policy
At Tess & Mae Jewelry, your satisfaction matters to us. If your purchase does not fully meet your expectations, you may return eligible products within 30 days of receiving your order for a refund or exchange.
Return shipping fees are generally the customer's responsibility, except when an item arrives damaged, defective, or different from what was ordered.
Please read the following return guidelines before sending anything back. If you have questions or need assistance, our customer support team is available at info@tessmae.com.
Return Shipping Address
Eligible returns should be sent to:
Tess & Mae Jewelry – Returns
30 Aqueduct St
Ossining, NY 10562
United States
We strongly recommend choosing a shipping method with tracking and retaining your shipping confirmation until your return has been completed.
Return Eligibility Requirements
To qualify for a return, the following conditions must be satisfied:
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Your return must be made within 30 days of the original delivery date.
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Products must be unused, unworn, unwashed, and free from alterations.
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All original product tags, where applicable, must remain attached.
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Original packaging should be included whenever reasonably possible.
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When returning several products from one order, we recommend shipping them together.
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We may request an order confirmation, receipt, or another form of purchase verification.
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Personalized or custom-made products are not eligible for standard returns unless they were delivered damaged, defective, or incorrectly.
Returns that fail to meet these requirements may be declined.
Returns for Size, Color, or Personal Preference
We understand that an item may not always be the perfect fit or match your expectations.
Whether you ordered the wrong size, prefer a different color, or simply decide not to keep your purchase, you can request a return within the 30-day return window.
For these types of returns, customers are responsible for the actual cost of shipping the product back to us.
Damaged, Faulty, or Incorrect Products
If your order arrives damaged, contains a manufacturing defect, or includes an incorrect item, please reach out to our support team at info@tessmae.com.
To help us assess the situation efficiently, include the following information:
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Your order number.
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A brief explanation of the problem.
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Clear photographs showing the damage, defect, or incorrect product.
Whenever possible, we recommend reporting these issues within 7 days after delivery so our team can assist you promptly.
Once we have reviewed the information, we will determine a suitable solution, which may involve sending a replacement or providing a refund based on the circumstances.
Instructions for Returning Your Order
To send an eligible product back to us, follow these steps:
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Confirm that your product meets the eligibility criteria described in this policy.
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Securely package your item to prevent damage during transportation. Original packaging is preferred when available.
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Include your order number or purchase details inside the parcel whenever possible.
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Send your return package to the following address:
Tess & Mae Jewelry – Returns
30 Aqueduct St
Ossining, NY 10562
United States -
Select a shipping provider that offers package tracking whenever possible.
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Retain your tracking number and proof of shipment until the return process has been finalized.
Customers are responsible for ensuring that their returned items are safely delivered to our designated return location.
Refund Processing
After your returned merchandise reaches our facility, our team will review and inspect it within 2–3 business days.
Once the inspection is completed, we will send you an email confirming whether your refund request has been approved.
Approved refunds are processed to the original payment method within 5 business days.
Please be aware that financial institutions, credit card issuers, and payment providers may need additional time to reflect the refunded amount in your account.
Product Exchanges
If you would prefer a different size or color instead of a refund, please email info@tessmae.com.
Our customer service team will assist you with the exchange process.
Please note that exchanges are subject to product availability at the time your request is processed.
Delayed or Missing Refunds
If you have received confirmation that your refund was approved but the amount has not yet appeared, we recommend taking the following steps:
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Review your bank account or original payment method once more.
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Contact your credit card provider or payment service to check whether the refund is still being processed.
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Speak with your bank to confirm whether any additional processing period applies.
If you have followed these steps and your refund is still missing, please contact info@tessmae.com so we can investigate further.
Responsibility for Return Shipping Fees
For regular returns, including those related to sizing, color preferences, or a change of mind, the customer must cover the actual return shipping expenses.
If you received a damaged, defective, or incorrect item, please contact our team before shipping it back.
We will review your case, provide the necessary return instructions, and cover the applicable return shipping costs for confirmed damaged, defective, or incorrect products.
Return Forms and Additional Assistance
If you need a return form, shipping guidance, or further clarification about our return procedure, please contact our customer support team.
Email: info@tessmae.com
Our team will be happy to guide you through the necessary steps and help make your return experience as straightforward as possible.