Picture & Photo Frames | Monica Rich Kosann

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Shipping & Returns

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Shipping & Returns

Shipping & Returns

All orders over $125 will receive complimentary same day shipping on all in stock items placed by 3pm ET. Complimentary same day shipping is available on all orders for MRK Rewards Members. Login here to create/login to your account.

Orders placed Monday-Thursday (except holidays) after 3pm ET will be processed the following business day. Orders placed after 3pm ET on Friday will be processed the following Monday. **Please note: same day shipping does not apply to orders containing private sale items.

SHIPPING POLICIES

Orders Over $400 will require a signature for delivery. Please contact us if you require your shipment to be delivered without a signature. Please note, due to Covid-19, shipping carriers may sign your package on your behalf.

All of our orders are shipped with a tracking number. You will receive an email with the tracking number when the order is processed and when it is out for delivery. If you do not receive your package and the tracking number shows your package was delivered, please reach out to us at 1(888) 684-2719 or email us at concierge@monicarichkosann.com within 24 hours of the tracking “delivery” date.

All orders shipping to a US address receive complimentary UPS Carbon Neutral Ground shipping at checkout - no coupon code required. Charges for other expedited shipping methods can be calculated at checkout. Please note, that we are not responsible for any carrier delays.

Shipping Restrictions : Please note that due to the nature of our items, we are unable to ship packages to PO Boxes, UPS Stores or FedEx Retail Locations.

UPS CARBON NEUTRAL GROUND SHIPPING

Unless an expedited service is requested, your order will ship UPS Ground, and should arrive in approximately 2-7 business days.

ups map

All of our UPS Ground shipping is part of UPS’s carbon offset program. This means for every tonne of CO2 a package produces in transportation, an equivalent amount of CO2 is saved by a verified emission reduction project somewhere else in the world. If you are interested in learning about the specific projects UPS is working on to offset the carbon emissions, you can read about it Learn more about UPS's carbon-neutral program here.

RETURNS, EXCHANGES & REFUND POLICY

Items that are being returned for a refund or exchange must be received within 30 days of purchase (order date). Please ensure that all pieces, including flat surfaces, are protected when returning. For example, chains should be separated from locket to prevent scratching during shipping. Pieces must be received unworn and in their original, prestine condition in order for the return or exchange to be processed. All original paperwork must be included in the package in order to receive a full refund. Once we receive your return, our QC team will evaluate the product to ensure it meets our return conditions. If the item passes quality control, we will proceed with your refund, the refund will then be issued to the original payment method. If the product does not meet our quality standards, the return will be refused and the item will be returned to you.

To initiate a return, please call us at 1(888) 684-2719 or email us at concierge@monicarichkosann.com.

Monica Rich Kosann will pay the return shipping costs for items received in error or items to be exchanged (For US orders only). For items to be returned for a full refund, a return label will be provided to you via email once the return is initiated, however a $15 return fee will be deducted from your refund amount (For US orders only). We do not provide return or exchange labels for international orders. Please note that customized, engraved or items sold in our private sale are not eligible for returns. Once an engraved order is placed, it cannot be cancelled, returned or exchanged.

You can expect to receive your refund within two weeks of shipping your return, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

We will notify you via e-mail of your refund once we've received and processed the returned item.

For orders shipping to Colorado, a $0.27 fee will be deducted from your refund amount due to the Retail Delivery Fee. Effective July 1, 2022, Colorado imposes a retail delivery fee on all deliveries by motor vehicle to a location in Colorado with at least one item of tangible personal property subject to state sales or use tax. A retail delivery that is returned to the retailer for a full refund of the purchase price and any applicable sales tax is not eligible for a refund or credit of the retail delivery fees collected and paid on such retail delivery.

INTERNATIONAL ORDERS

If you are shipping to Canada, Australia, France or the UK, we do have an option to check out allowing you to prepay the duties and taxes associated with your order, although we cannot guarantee no additional charges on delivery. To utilize this shopping method, select the UK, Australian, France or Canadian flag at the bottom of the web page, the prices will update to include associated duties and taxes and show in the associated currency. If you would prefer to checkout in US dollars and pay the associated duties and taxes on your own upon delivery, please select the United States flag and enter the shipping information in the checkout window.

Canada: All orders over CAD$300 shipping to a Canadian address will receive complimentary shipping . Signature is required for all orders. Orders placed by 5pm ET will ship out on the next business day. Duties and Taxes are the responsibility of the customer and included in the product price if shopping our site in CAD.

Australia: All orders over AUD$500 shipping to an Australian address will receive complimentary shipping. Signature is required for all orders. Orders placed by 5pm ET will ship out on the next business day. Duties and Taxes are the responsibility of the customer and are included in the product price if shopping our site in AUD.

France: All orders over 250 Euros shipping to a French address will receive complementary shipping. Signature is required for all orders. Orders placed by 5pm ET will ship out on the next business day. Duties and Taxes are the responsibility of the customer and are included in the product price if shopping our site in Euros.

United Kingdom: All orders over 200 GBP shipping to an United Kingdom address will receive complimentary shipping. Signature is required for all orders. Orders placed by 5pm ET will ship out on the next business day. Duties and Taxes are the responsibility of the customer and are included in the product price if shopping our site in GBP.

UK & EU Countries Cancellation Return Rights:

Statutory Right of Withdrawal: Items are eligible for return within 14 days of physical delivery, no questions asked. Items being returned must be sent back within 14 days of notifying us of the return.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exempt From Return: Under Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal does not apply to goods made to your unique specifications or clearly personalized.

Return Shipping Costs: In accordance with local consumer laws, customers are responsible for the direct cost of returning the goods back to our facility unless the item arrived damaged or defective.

How to Submit Your Return: If your item is eligible for return based on the criteria above, you can initiate the process instantly using our online system by clicking the REQUEST CANCELLATION/RETURN button below.

Note for EU Consumers: While you have the right to withdraw using any unequivocal statement (such as a letter or email), using our quick online form ensures the fastest processing and immediate confirmation of receipt.

Please have your Order Number and email address ready.

For more details please refer to our terms & conditions.

REQUEST CANCELLATION/RETURN

Other Countries: We welcome all of our international customers and we are able to ship to virtually any address in the world. All international orders are shipped via FedEx except Australia and the UK, which are generally shipped DHL, unless otherwise specified.

As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. Please note, the shipping charge associated with your order does not include these duties, customs and local taxes.

We do not provide return labels for international orders. Customers are responsible for all costs associated with the return.

***Please note that the following countries have prohibited imports of Jewelry from the USA. Unfortunately, we can not ship any jewelry to these locations.

Albania, Algeria, Andorra, Angola, Azerbaijan, Bangladesh, Belarus, Botswana, Bulgaria, Burundi, Republic of Congo, Czech Republic (*gold jewelry is prohibited), Djibouti, Dominican Republic, Estonia, Gabon, Gambia, Guadeloupe, Guinea, India, Iraq, Israel, Kuwait, Lativa, Libya, Lithuania, Luxembourg, Moldova, Montenegro, Nepal, Nigeria, Pakistan, Palestine, Paraguay, Reunion, Russia, Rwanda, Senegal, Serbia, Syria, Togo, Tunisia and Yemen..

Lifetime Warranty

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LIFETIME WARRANTY

LIFETIME WARRANTY

We stand behind our products. We warrant that items you purchase from monicarichkosann.com or directly from one of our boutiques shall be free from manufacturing defects for the life of the products. If you have a concern your item has a manufacturing defect, please reach out to us at concierge@monicarichkosann.com so we can assess and arrange for you to return it to us for inspection if necessary. If we determine your product is damaged due to a manufacturing defect, we will repair it at no cost to you or, if we decide it is the better solution we will replace the piece. If the style is no longer in our collection then, at our discretion, we can offer to replace the design with a similar product equal in value to the original purchase amount or issue an equivalent store credit.

If in our judgement, the damage to the item returned is not caused by a manufacturing defect, we will notify you if repair services are available and at what cost or otherwise.

Please note that given the extensive hand craftsmanship in so many of our pieces, slight irregularities or natural characteristics like internal inclusions, visible or not, in gemstones are unique and individual to each style. Such characteristics are considered as part of the unique character of the item, and are not considered to be a defect.

If you have bought your item from one of our wholesale partners, we may, in our discretion, refer you back to that partner for the best resolution.