Customer Service

Returns and Exchanges

Please check your order upon receipt. If you have any problems with your order, please contact us within 30 days of the date of your order.

We happily accept returns and exchanges of regular merchandise, including precious metals, returned within 90 days of the original order date on the invoice. *See below for special return policy information for "One of a Kind Jewelry" creations and BOGO items.

  • Complete the return form on the back of your invoice
  • Attach the mailing label from the front of the invoice and apply appropriate postage
  • Drop the return in the mail
  • Please do not send C.O.D. as we cannot accept these deliveries

All product returns must be:

  • In the original, unopened product packaging
  • Unaltered (for example: on original strand)
  • With the original Fire Mountain Gems and Beads label
  • Accompanied by a copy of the original invoice

(Please note: We do not accept returns of special order products or items containing a hazardous material.)

For regular products returned within 90 days, you will receive a credit in the same form as your original payment: credit card, check, PayPal refund or gift certificate.  If we are unable to process a credit to the credit card you used for your purchase (it's expired, invalid or closed), we will contact you to find an acceptable alternative.

  • *Unaltered One of a Kind Jewelry in original, pristine condition is returnable for a full refund of the purchase price in the form of your original payment method, if received within 30 days from the order date on the invoice.
  • *Buy One Get One (BOGO) offers require all items to be returned.

Product exchanges within the same category will be priced at the same discount as the original order, and all other items will be priced as a new order, so please add $6.99 for postage for these types of exchanges. Order overpayments and credits to institutional customers will be refunded via account credit unless otherwise arranged. Credits on Fire Mountain Gems and Beads accounts have no cash value, but are fully available to be applied to any future orders.

In the event that you return a large quantity of items for which you have received assortable or quantity discount pricing, we reserve the right to recalculate your order total based on the actual items you kept. We are unable to accept returns of books and videos that have been opened.

Fire Mountain Gems and Beads is unable to accept a returned order from anyone other than the original purchaser.

Platinum Partner Additional product return time: Fire Mountain Gems and Beads will honor product returns for Platinum Partners only, up to 180 days. The existing 90-day policy above will remain in effect. On the additional 90 days (91 to 180 days from your invoice date) you will receive a credit to your account. Please note, due to fluctuating of the metal markets, this extension (day 91-180) will not apply to precious metal returns. Criteria for returns will remain the same.

This updated policy supersedes any previous policy, and may be changed at any time without notice.

We look forward to continuing to meet and exceed your shopping and service expectations.