Exchanges & Returns – Spark*l

At a glance

What you bought	What we offer
Regular Drops	Return for a refund or store credit within 5 days of delivery. The item must be unworn and in its original condition.
Final Sale: Perfectly Imperfect, flash sale and holiday sale pieces, Couture, Design Requests, Pre-Orders and auction wins	Final sale. Pre-Orders can be exchanged before production (see Exchanges).
A defect in hardware or workmanship	Repair or replacement under our Repair/Replacement Guarantee
Spark*l pieces bought from another seller	No return or exchange. Repair or refurbishment with the original Spark*l order number, with a refurbishment fee depending on the scope of the refurbishment.

Returns and refunds

Regular Drops can be returned within 5 days of delivery for a refund to your original payment method or as store credit. To be eligible, your item must be unworn and in its original condition. Apparel must also be unwashed and free of perfume or smoke. Requests made more than 5 days after delivery can't be accepted.

How to request a return

Within 5 days of delivery, fill out our Return & Exchange form with your order number and photos of the front and back of your item.
We'll review your request and reply by email within 2 business days.
If your item qualifies, we'll email you a return shipping label. Please don't ship anything until you have it.
Once your item arrives and passes inspection, we'll process your refund within 5–7 business days.

Loyalty points earned on a returned item are removed from your account. If your points balance is too low to cover them, the value of those points is deducted from your refund.

Return shipping

Spark*l always sends the return shipping label. You pay for the label unless the return is because of our mistake, such as a wrong item or a defect. When the mistake is ours, the label is free and we also cover shipping on any replacement. Otherwise, the label's cost is deducted from your refund or store credit, or added to your exchange. Returns and exchanges must be received within 14 days of the date your return label is issued, or the return approval is void.

Exchanges

Exchanges can be requested, but will be denied if the item is already in the production queue. If approved, exchanging an item may delay your order 1–2 days to allow us time to update your order in the queue.

Pre-Orders can be exchanged for a piece of equal value until they go into the production queue. Pre-Orders can't be cancelled.

To request an exchange, fill out our Return & Exchange form with your order number.

Final sale items

Final Sale:

Perfectly Imperfect pieces
Flash sale and holiday sale purchases (holiday-sale items ship in simple packaging)
Couture pieces
Design Requests
Pre-Orders, which ship in 2–3 weeks
Auction wins

Final sale items can't be returned or refunded. If you're unsure about your watch model or wrist size, email us before you order. We'd much rather help you choose the right piece than have you end up with one you can't return. If you'd like to part with a final sale piece, you're welcome to resell it on ReSpark*l.

Auctions

By bidding in any Spark*l auction, including live shows, online auctions and in-app auctions, you agree to these terms:

A winning bid is a commitment to purchase the item.
Auction items are final sale.
We can't transfer a winning bid or an order to another customer.
If an auction item arrives with a defect or isn't as described, contact us promptly and we'll repair it or issue a refund.
Charity donations tied to an auction are made after the event and are final once checkout is complete.

Order changes and cancellations

Cancellations: Cancellations can be requested, but will be denied if the item is already in the production queue.
Customizations: You can update your customizations in the Spark*l app, in the Your Orders tab, until your order goes into production. Once it is in production, changes can no longer be made.
Price adjustments: The price at checkout is final. We can't refund the difference if an item is later offered at a lower price, including in flash sales or live show discounts.

Shipping protection

You can add Shipping Protection at checkout. It covers your order if it is lost by the carrier, stolen or missing after it was marked delivered, or damaged in transit.

How to file: submit a claim on our Shipping Protection Claims page with the email on your order, your order number and, for damage, photos of the item and the box.
When to file: if your order arrived damaged, or was marked delivered but you didn't receive it, file within 7 days of the delivery date. If it's lost, file once tracking hasn't updated in 7 days, or your order hasn't arrived 14 days after shipping. All claims must be filed within 30 days of the ship date.
Resolution: once your claim is approved, we'll send a replacement or issue store credit. If an item can't be remade, we'll refund it.
Shipping Protection is non-refundable and covers loss and damage in shipping only. It doesn't cover returns, sizing, an incorrect address entered at checkout, or the time it takes to make handmade orders.
Orders without Shipping Protection: once the carrier marks a package delivered, Spark*l isn't responsible for lost or stolen packages. Please contact the carrier directly with your tracking number: USPS or DHL Express.

Repairs and refurbishments

Repairs. If your band has a defect in its adapters, clasp, buckle, snaps or crystals, or if its metal discolors, it's covered by our Repair/Replacement Guarantee. That page explains what's covered and how to submit a claim.

Refurbishments. To refresh or update a band, see our Refurbishment Services for services, prices and how to request one.

Items bought elsewhere. Spark*l pieces bought from another seller can't be returned or exchanged. We can still repair or refurbish them if you provide the original Spark*l order number, so we can confirm the piece is authentic, with a refurbishment fee depending on the scope of the refurbishment.

International orders

For a return or exchange on an international order, use the same Return & Exchange form. For a repair or refurbishment, email hello@sparklbands.com with your order number. Shipping in both directions is the customer's responsibility for international returns, exchanges, repairs and refurbishments.

We may make reasonable exceptions to any part of this policy at our discretion, and we reserve the right to refuse service.

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