Repair Policy. Your satisfaction is of the utmost concern for all of us at Darby Scott® and we strive to ensure your happiness with your purchase. For jewelry or handbags, timelines and fees for repairs or other services will vary depending upon the services rendered. We stand by the quality of our merchandise and workmanship, unless your item is beyond repair in our sole judgment, we will always do our best to return your item sent for repair in the best possible condition.
If your purchase was made at a retail location, please contact that store directly as each retailer has its own return and repair policies. We work with all our retailers to ensure that our customers receive the highest level of service possible.
If you purchased this item from our website, we offer direct repair service. We require that you first email customer service to request a repair Service Record Order (SRO). We will email a repair form with an SRO number assigned. This repair form must accompany your repair request. Securely package the item and ship it via an insured and traceable method (UPS preferred). Please allow approximately two-four weeks for a repair assessment. Detailed repair information and an estimated repair charge will be sent to you once the assessment has been completed. No repair will be made without customer confirmation of the assessment and approval of the charges. We will require a signed authorization prior to repair.
No repairs or shipments will be accepted without prior written request and without our SRO form filled out and returned to us in advance. We do not accept receipt of packages that are not pre-authorized by our repair staff by SRO and we confirm in writing that we will take it in for repair. We will also require a copy of shipping manifest from the shipping company. We cannot accept your word that an item was shipped - Actual shipping documents from the shipper must be sent to us for proof and for tracking. We are not responsible for third party loss of packages.