You may contact us to request a cancellation of your order. However, cancellations are not always guaranteed due to the transitory nature of order fulfillment.Order cancellation requests have a higher success rate if the request is made as soon as po

<h2 id="isPasted">Can I cancel my order?</h2>You may contact us to request a cancellation of your order. However, cancellations are not always guaranteed due to the transitory nature of order fulfillment. Order cancellation requests have a higher success rate if the request is made as soon as possible&#xA0;after placing the order.Contact us right away to cancel your order.We will attempt to cancel your order before it has been fulfilled and dispatched. Once cancelled, you can place the order again with the updated changes you desire. <h2 id="isPasted">What happens if your order has already shipped?</h2>If your order has already been shipped, you will have to wait for it to arrive and treat your order as a normal return/exchange request. Once you receive your order, you can submit a standard return or exchange request by using our online portal.

Order Cancellations

There are a number of circumstances that may result in your order being cancelled. If this has happened to you, we greatly apologize for any inconvenience this may have caused. Please note that all cancelled orders will have a refund submitted at the

<h2 id="isPasted">Why was my order unexpectedly cancelled? </h2>There are a number of circumstances that may result in your order being cancelled. If this has happened to you, we greatly apologize for any inconvenience this may have caused.Please note that all cancelled orders will have a refund submitted at the time of cancellation.All refunds will be returned back to the original payment method, including gift cards.Depending on your bank, this may require 3-10 business days to appear in your original account. <h2 id="fraud-order-cancellations">Fraud Order Cancellations</h2>Our fraud detection system&#xA0;may detect anomalies or areas of concern in your order, resulting in restrictions preventing your order from shipping.In these instances, our shipping team will contact you for more information to help with verifying and overriding any issues associated with your order If the fraud detection on your order cannot be overridden or bypassed, then your order will be cancelled and your payment will be refunded to the original payment type on file.Please note that we cannot override or expedite your order without the relevant information or your cooperation. <h2 id="unexpected-stock-shortage">Unexpected Stock Shortage </h2>On very rare occasions, an item may run out of stock unexpectedly.&#xA0; In these situations, we will contact you directly to inform you of your cancellation and refund.&#xA0;We greatly apologize for any inconvenience this may cause.Please note that stock shortages will not result in rainchecks or extensions on promotions or discounts.

Unexpected Order Cancellations

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Information about making changes to your order, as well as order cancellations and what to do if your order has already been shipped.

Order Changes & Cancellations

Customer Conduct Policy

How To Contact Customer Support

Customer Support FAQ

Contacting Customer Support

Extended Return/Exchange Period

Using Discount Codes During BFCM/Holiday Season

Holiday Shipping Times

Special BFCM & Holiday Sale FAQs

Return & Exchange Policy

Return/Exchange Eligibility

Improper or Missing Return Contents

Late Return/Exchange Requests

Return Shipping Labels and Fees

How To Submit A Return/Exchange Request

When will my return/exchange be processed?

Lost Return Shipments

Returning Orders with Free Items from Promotions

Policies & Conditions

Can I make an exchange during a sale?

Can I exchange for a different size/colour if what I want is out of stock?

Can I use a discount code when I make my exchange?

What if I change my mind about an exchange?

Exchanges FAQ

Return/Refund Processing Times

Can I return a Final Sale item?

Why did my item not get returned because of a customs fee?

Returns & Refunds FAQ

Returns and Exchanges

Lifetime Warranty Policy

Types of Warranty Coverage

How To Submit A Warranty Claim

Returning Damaged Warranty Items

Warranty Item Repairs

Warranty Claims - Decision Waiting Times

Unavailable Warranty Replacements

Information About Denied Warranty Claims

Lifetime Warranty

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Bracelet + Chain Sizing

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Lost or Missing Discount Codes

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I have forgotten to apply my discount code, what should I do?

Expired Discount Codes

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Can I order my items today and get them tomorrow?

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Order Tracking

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Lost Orders

Incorrect Items Received

Damaged Items Received

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Prescription Eyewear

How do I polish my items?

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What should I do to take care of my sterling silver items?

Where do you make your items?

Products - Manufacturing, Materials and Care

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HMC Membership Update

HMC Lifetime Discounts

Information For Classic Heavy Metals Club Members

The Heavy Metals Club

How do referrals work?

How To Complete A Referral

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Missing Rewards Code

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