Return & Exchange Policy

We want every order from Guadalupe Gifts to feel right when it arrives — and if it doesn't, we're here to help. Because so many of our pieces are devotional, handcrafted, imported, or made with precious metals, this policy is written to be fair to you while protecting the care and value that go into each item.

If you have any questions about size, materials, measurements, care, production time, or shipping before you order, please reach out. We're glad to send extra photos, videos, or details so you can buy with confidence.

The short version

  • You have 15 calendar days from the date of delivery to request an eligible return or exchange.
  • Choose your refund: back to your original payment method, less a 20% restocking fee, or store credit with no restocking fee. Store credit never expires.
  • Please get in touch with us before sending anything back, unless you purchased Protected Checkout/Checkout+ and are submitting your request through the Redo portal.
  • Items should come back unworn and in their original packaging.
  • Damaged, defective, or wrong item? Tell us within 5 calendar days, and we'll help resolve the issue.
  • A few categories are Final Sale — mostly solid gold, custom, artwork, home décor, and international orders.
  • Protected Checkout / Checkout+ does not change our return eligibility, Final Sale exclusions, refund terms, restocking fees, or other provisions of this policy.

Protected Checkout / Checkout+ by Redo

Protected Checkout and Checkout+ refer to the same optional service provided through Redo, an independent third-party service provider. Depending on where the option appears on our website, at checkout, in order confirmations, in the Redo portal, or in other customer communications, it may be displayed as Protected Checkout, Checkout+, or similar Redo service terminology.

For purposes of this Return & Exchange Policy, references to Protected Checkout include Checkout+, and references to Checkout+ include Protected Checkout.

Protected Checkout / Checkout+ is optional and is offered for an additional charge at checkout.

Depending on the coverage applicable to your order, Protected Checkout / Checkout+ may provide additional benefits, including eligible return shipping coverage and package protection for qualifying shipments that are lost, stolen, or damaged.

When Protected Checkout / Checkout+ is purchased, eligible benefits and package-protection claims are administered through the Redo portal. They are subject to Redo's applicable terms, coverage limits, eligibility requirements, documentation requirements, and claim procedures.

Guadalupe Gifts remains the retailer for your purchase, and this Return & Exchange Policy continues to determine whether merchandise is eligible for return, exchange, refund, or store credit.

Purchasing Protected Checkout / Checkout+ does not make a Final Sale item returnable, extend our 15-day return window, eliminate an applicable 20% restocking fee, or otherwise override this policy unless expressly stated here.

How to start a return, exchange, or Protected Checkout / Checkout+ claim

Please don't ship anything back until your return or exchange has been approved and you have received return instructions. Unauthorized returns may be refused.

If you purchased Protected Checkout / Checkout+

Start your request through the Redo portal:

https://guadalupegifts.com/apps/redo/returns-portal/login

Follow the instructions in the portal for your eligible return, exchange, or package-protection claim. Redo may request order information, tracking details, photographs, packaging photographs, or other documentation needed to review your request.

If you did not purchase Protected Checkout / Checkout+

  1. Contact us at info@guadalupegifts.com with your order number, the item(s) you would like to return or exchange, the reason for your request, and a photo if requested. You may also call or message us on WhatsApp.
  2. Wait for approval and return instructions. We'll provide the return address and let you know whether a prepaid return label is available for your order.
  3. Ship the item back securely using the instructions provided. Whenever possible, use the original packaging and a tracked, insured shipping method.

We'll inspect and process your return after it reaches us. Please allow up to 10 business days for processing.

Your window: 15 days

Eligible return and exchange requests can be made within 15 calendar days of your confirmed delivery date, as indicated by carrier tracking.

To keep things fair for everyone, items need to come back:

  • Unworn, unused, and unaltered;
  • With all tags attached;
  • In the original packaging, with any certificates, gift boxes, pouches, cards, and components; and
  • Free of signs of wear, damage, or exposure to moisture, perfume, lotions, or chemicals.

Purchasing Protected Checkout / Checkout+ does not extend the 15-day return window.

Your refund options

For an approved, eligible return, you choose how you'd like to be refunded:

  • Store credit — no restocking fee. It never expires and can go toward anything in the shop.
  • Refund to your original payment method — less a 20% restocking fee. This fee helps cover the inspection, handling, repackaging, and payment-processing costs associated with a return.

Original shipping, insurance, customs fees, duties, taxes, and non-recoverable payment-processing costs aren't refundable.

If you purchased Protected Checkout / Checkout+ and your return is eligible under this policy and qualifies for applicable return-shipping coverage, a return label may be provided through the Redo portal at no additional return-shipping charge.

If you did not purchase Protected Checkout/Checkout+, you are responsible for return shipping costs unless Guadalupe Gifts agrees otherwise. If we provide a prepaid return label for convenience, its cost may be deducted from your refund or store credit unless we waive it as a courtesy.

Exchanges

We're happy to consider exchanges within the same 15-day window.

Exchanges need approval before you ship the item back, and the piece should be unworn, unused, and in original condition with all packaging and components.

Exchanges depend on availability. If the piece you want isn't available, we'll offer store credit, a refund per this policy, or another appropriate resolution.

For an approved exchange, you are responsible for any applicable price difference, taxes, and outbound shipping charges for the replacement item.

If you purchased Protected Checkout / Checkout+ and the exchange qualifies for applicable return-shipping coverage, the eligible return label may be provided through the Redo portal.

Return shipping

Orders with Protected Checkout / Checkout+

For an eligible return covered by Protected Checkout / Checkout+, use the Redo portal to obtain your return instructions and any return-shipping label included with your coverage.

Protected Checkout / Checkout+ may cover eligible return shipping; it does not determine whether an item is returnable. The merchandise must first qualify for return or exchange under this Return & Exchange Policy and any applicable Redo terms.

Orders without Protected Checkout / Checkout+

For approved standard returns and exchanges, the customer is responsible for return-shipping costs.

For convenience, Guadalupe Gifts may offer a prepaid return label. When provided, the cost of the label may be deducted from your refund, store credit, or exchange balance unless we waive the charge in writing.

You're also welcome to use your own insured, trackable shipping method with our approval. We recommend tracking, insurance, and delivery confirmation for your protection, since we can't be responsible for return shipments that are lost, delayed, or damaged in transit.

High-value, solid-gold, custom artwork, and Final Sale items don't qualify for automatic prepaid return labels.

Damaged, defective, or incorrect items

We inspect every order before it ships, but if something arrives damaged, defective, or incorrect, we'll help resolve the issue.

Please email info@guadalupegifts.com within 5 calendar days of delivery with your order number, clear photos of the item and packaging, and a short description.

If Protected Checkout / Checkout+ was purchased and the issue involves loss, theft, or damage covered by package protection, you may be directed to submit the matter through the Redo portal.

Once the request has been reviewed and approved, the appropriate resolution may include a replacement, repair, store credit, refund, exchange, or prepaid return label, depending on the circumstances and applicable coverage.

Claims submitted without sufficient documentation or after the applicable notification period may not be accepted.

Caring for your piece

Our jewelry is made from genuine materials — Sterling Silver 925, gold-filled, gold vermeil, gold-plated finishes, and solid gold, depending on the piece — and a little care keeps it beautiful for years.

Please keep jewelry away from perfume, lotions, cosmetics, soaps, water, sweat, chlorine, and chemicals, and remove it before sleeping, showering, swimming, or exercising. Store it separately and dry, ideally in its box or an anti-tarnish pouch.

A few things are natural and not manufacturing defects: sterling silver may tarnish or develop a patina over time, and gold-plated or vermeil finishes can wear with use and exposure.

Because of that, wear, tarnish, fading, plating wear, scratches, or damage from use, moisture, chemicals, or improper care aren't covered for return, exchange, refund, or Protected Checkout / Checkout+ package-protection claims.

A note on size & scale

Many devotional medals, rosaries, rings, and pendants are intentionally crafted in traditional, delicate, or miniature sizes, and photos may appear larger or smaller depending on your screen.

Please review the measurements listed on the product page, and ask us for extra photos or video before ordering if you're unsure.

Returns based on size, scale, style, or a change of mind are welcome as standard returns when otherwise eligible under the terms of this policy.

Final Sale items

A few categories are Final Sale because of their handcrafted nature, customization, precious-metal value, or international handling.

These can't be canceled, returned, refunded, exchanged, or issued store credit unless required by law or approved by us in writing as a courtesy:

  • Solid gold jewelry, including necklaces, medals, rings, bracelets, and pendants;
  • Catholic artwork, including Certified Basilica Art;
  • Home décor, including statues, figurines, framed pieces, and wall art;
  • Personalized or engraved items;
  • Made-to-order, custom, and special-order items;
  • Sale, clearance, promotional bundles, and heavily discounted merchandise;
  • Items marked Final Sale; and
  • International orders.

Purchasing Protected Checkout / Checkout+ does not override Final Sale status or make an otherwise ineligible item returnable.

A standard welcome or courtesy discount code doesn't make an item Final Sale on its own. Eligible discounted returns are refunded on the actual amount paid after discounts, under the same terms above.

Made-to-order, custom & Certified Basilica Art

Made-to-order, custom, and special-order pieces — along with Certified Basilica Art and imported artwork — are created or sourced specifically for you, often in coordination with artisans, workshops, and customs.

Because real costs are committed as soon as production begins, these items can't be canceled, modified, or refunded once production starts, even before they ship.

We provide timelines in good faith, but delays due to artisans' schedules, materials, customs, weather, or carriers are outside our control and don't change an item's Final Sale status.

We'll always keep you informed and help where we can.

Purchasing Protected Checkout / Checkout+ does not change these cancellation or Final Sale provisions.

Holiday & gift returns

Holiday extension: eligible standard items purchased between November 1 and December 24 may be returned for store credit through January 15, provided they meet the usual return conditions and go through the applicable return process. Final Sale items remain excluded.

Gifts: eligible gifts may be returned for store credit within 15 days, or under the holiday extension, and that credit can go to the purchaser or, when appropriate, the recipient.

Shipping, addresses & delays

We offer free shipping on U.S. orders.

Please double-check your address at checkout, including apartment or unit numbers. We can't be responsible for packages that are delayed, returned, or lost due to an incorrect or undeliverable address, and reshipping an undeliverable order may incur additional costs.

If a package comes back to us, we'll email you and give you 14 days to confirm a deliverable address and cover any applicable reshipping costs.

Delays caused by carriers, customs, weather, or other events outside our control don't cancel an order or automatically qualify it for a refund — but we'll always help you track things down.

Orders without Protected Checkout / Checkout+

Once a carrier marks a package as delivered to the address provided at checkout, Guadalupe Gifts is not responsible for any theft or loss that occurs after delivery is confirmed. We'llstill assist you with available tracking information and carrier inquiries.

Orders with Protected Checkout / Checkout+

If Protected Checkout / Checkout+ package protection was purchased, a qualifying shipment that is lost, stolen, or damaged may be eligible for a claim under the applicable Redo coverage, subject to Redo's terms and coverage limits.

This may include certain qualifying situations involving packages reported as delivered, depending on the applicable Redo coverage.

Claims should be submitted through the Redo portal and are subject to Redo's applicable eligibility requirements, documentation requirements, coverage limits, and claim procedures.

International orders

International orders are Final Sale.

You're responsible for any customs duties, VAT, import taxes, or brokerage fees required by your country, and we can't be responsible for customs delays or refused clearance.

We don't provide automatic prepaid return labels for international orders.

If Protected Checkout / Checkout+ is offered and purchased on an international order, any Protected Checkout / Checkout+ benefits are limited to the coverage specifically applicable to that order and do not change its Final Sale status.

Wholesale

Wholesale sales are Final Sale.

Claims for damaged, missing, or incorrect items must be submitted within 14 calendar days of delivery with order details and photos.

Courtesy exceptions

From time to time, we may, at our discretion, offer a courtesy accommodation — such as partial credit, a prepaid label, a repair, or another resolution — in specific situations.

A courtesy in one case is exactly that and doesn't change this policy or create an obligation to do the same in another case.

A few formalities

By placing an order, you acknowledge that you've had the opportunity to review these terms: return, exchange, store credit, restocking fee, refund, shipping, care, production, customs, Final Sale, and Protected Checkout / Checkout+.

Protected Checkout and Checkout+ refer to the same optional Redo service for purposes of this policy. Redo is an independent third-party service provider. Benefits and claims administered through Redo are subject to the terms, eligibility requirements, documentation requirements, coverage limits, and claim procedures applicable to that service.

To the extent permitted by law, purchases are governed by the laws of the State of Florida, with disputes handled in Broward County, Florida.

Nothing here limits any non-waivable rights you may have under applicable consumer-protection law.

Guadalupe Gifts® is a trademark of Guadalupe Gifts and is the subject of an active U.S. trademark application.

Questions before you order?

We're genuinely happy to help with sizing, materials, finishes, care, timelines, or anything else before you buy.